TradeGear Policies

Returns and Refunds

At TRADEgear, we are committed to customer satisfaction and making returns simple. This policy outlines your rights and our processes for returns, refunds, and exchanges.

 

Your Rights under Australian Consumer Law

This policy operates in addition to your rights under Australian Consumer Law (ACL), which cannot be excluded. If there is any conflict between this policy and the Australian Consumer Law, the Australian Consumer Law provisions will prevail.
Under Australian Consumer Law, our goods and services come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Return Type Timeframe Who Pays Return Shipping Refund Method 
Change of Mind Up to 30 days from purchase Customer Original payment method
Damaged Goods Must be notified within 5 days of receiving goods TRADEgear Original payment method
Faulty Goods (Minor) Up to 30 days from purchase TRADEgear Original payment method
Faulty Goods (Major) Reasonable period* TRADEgear Original payment method
    *Reasonable period depends on type of product and expected lifespan

For all return enquires:
Email: accounts@tradegear.com.au

Phone: 1300 974 378

Change of Mind Returns - 30 days

If you have changed your mind about your purchase, TRADEgear will be pleased to offer you a refund or exchange provided that you meet all the following conditions:

Requirements for Change of Mind Returns

  • Timeframe: Item must be returned within 30 days of purchase date
  • Proof of Purchase: You must provide satisfactory proof of purchase:
    • Original invoice or receipt
    • Online tax invoice or order confirmation
    • Credit card statement (with other identifying information)
  • Item Condition: Item must be in re-saleable condition (see criteria below)
  • Return Method: Choose one of the following:
    • Return via courier (at customer's expense with tracking)
    • Drop off at our Melbourne warehouse (address below)
    • TRADEgear supplied courier return (return request can be made here. Freight cost will be deducted from refund)

Important: Customer is responsible for all return shipping costs and risk of loss during transit for change of mind returns. We recommend using a trackable shipping method with insurance.

Re-Saleable Condition Criteria
For change of mind returns to be accepted, items must meet ALL of the following:
✓ ACCEPTABLE:

  • In original, unopened packaging (where applicable)
  • All tags, labels, and protective covers attached and intact
  • Completely unused, unworn, and in as-new condition
  • All original accessories, manuals, cables, and components included
  • No signs of installation, wear, modification, or use
  • No writing on packaging or product
  • Clean and free from dirt, dust, or marks

✗ NOT ACCEPTABLE:

  • Opened personal protective equipment (PPE) or hygiene products
  • Items with removed, damaged, or missing packaging
  • Items showing any signs of use, installation, or wear
  • Items with missing components, accessories, or manuals
  • Customised, cut-to-length, or altered items
  • Items with permanent markings or modifications
  • Items exposed to contaminants or hazardous materials

Returns Without Proof of Purchase
If you are unable to provide satisfactory proof of purchase, TRADEgear may, at its sole discretion, provide you with:

  • An exchange for the same item (subject to availability), OR
  • A TRADEgear store credit to the current selling value of the item

Store credits issued without proof of purchase:

  • Will be valued at the current lowest selling price of the item
  • Cannot be redeemed for cash
  • Are subject to standard gift card terms and conditions

NON-RETURNABLE ITEMS (Change of Mind Only)
The following items cannot be returned for change of mind due to hygiene, safety, and operational reasons. These items remain fully covered under Australian Consumer Law for genuine faults.

  • Health, Safety & Hygiene Items (If Opened or Used)
  • Personal protective equipment (PPE): respirators, masks, face shields
  • Hearing protection: ear plugs, ear muffs (if opened)
  • First aid supplies and medical items (if opened)
  • Safety harnesses and fall protection equipment (if used)
  • Protective clothing marked as non-returnable
  • Any item that comes into contact with the body (if opened)

Modified or Custom Items

  • Items that have been installed, mounted, or fitted
  • Items that have been used, tested, or modified in any way
  • Items mixed, blended, or contaminated with other materials
  • Items that have been drilled, cut, painted, or altered

Special Orders (See Definition Below)

  • Custom-made or made-to-order items
  • Items ordered specifically for you (non-stock items)
  • Items clearly marked as "special order" on invoice

Other Exclusions

  • Clearance items, final sale items, or discontinued stock (marked at point of sale)
  • Software, licences, or digital products (if activated or downloaded)
  • Items purchased from liquidation or damaged goods sales
  • Consumable items that have been opened (batteries, chemicals, adhesives)

Special Orders Definition
A "Special Order" is any item that:

  • Is not part of our regular stock inventory
  • Is ordered specifically at your request
  • Is custom-manufactured or configured to your specifications
  • Is obtained from a supplier specifically for your order
  • Cannot be readily resold to another customer
  • Is marked as "special order," "non-stock," or "made to order" on your invoice or quotation

You will be informed at the time of purchase if an item is a special order. Special orders typically require a deposit and may have extended lead times.

 

FAULTY GOODS RETURNS

If you believe you have purchased a faulty product, TRADEgear will assist you in accordance with Australian Consumer Law.

TRADEgear may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. TRADEgear reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

What Qualifies as Faulty?
Major Fault (You choose: refund, replacement, or repair)

  • Product has a serious defect that would have stopped you from buying it
  • Product is unsafe or dangerous to use
  • Product is significantly different from description or sample
  • Product is substantially unfit for its common purpose and cannot be easily fixed
  • Product cannot be repaired within a reasonable time

Examples: Power tool that fails catastrophically during normal use, safety equipment that doesn't provide adequate protection, product with undisclosed significant defects

Minor Fault (We choose: refund, replacement, or repair)

  • Product has a defect but is still usable
  • Fault can be repaired in a reasonable time
  • Cosmetic defect that doesn't affect function

Examples: Paint finish defect, slight misalignment that doesn't affect operation, minor cosmetic damage

Timeframes for Faulty Goods Returns
Minor Faults:

  • Must be reported within 30 days of purchase
  • After 30 days, item may be subject to manufacturer warranty only

Major Faults:

  • Reasonable timeframe applies based on: 
  • Type of product and its expected lifespan
  • Price paid (higher price = longer reasonable period)
  • Statements made about durability
  • Nature of the product and how it was used

Examples of Reasonable Timeframes:

  • Hand tools: 1-5 years depending on quality and price
  • Power tools: 1-3 years for typical use
  • Safety equipment: Throughout rated lifespan
  • Consumables: Shorter periods based on expected use

Requirements for Faulty Goods Returns

  • Proof of Purchase: Required (invoice, receipt, or credit card statement)
  • Description of Fault: Provide detailed description and photos if possible
  • Return Shipping: TRADEgear covers all costs for genuinely faulty items
  • Contact Us First: Call 1300 974 378 or email accounts@tradegear.com.au to report the fault before returning

Faulty Goods Assessment Process
Step 1: Report the Fault

  • Contact us within the applicable timeframe
  • Provide proof of purchase
  • Describe the fault and provide photos if possible
  • We'll provide a Return Authorisation (RA) number

Step 2: Return the Item

  • TRADEgear will arrange courier collection at no cost to you, OR
  • We'll provide a prepaid return shipping label
  • Package item securely (keep packaging until issue resolved)

Step 3: Assessment

  • Standard assessment: 7-10 business days after receipt
  • Complex items requiring specialist assessment: up to 21 business days
  • You will be kept informed of progress

Step 4: Outcome

If Assessed as FAULTY:

  • For major faults: You choose refund, replacement, or repair
  • For minor faults: We will repair or replace (our choice unless repair cannot be done in reasonable time)
  • All costs covered by TRADEgear
  • Refund processed within 5-10 business days

If Assessed as NOT FAULTY due to misuse or neglect:

  • You will be notified with explanation and photos/report
  • Return shipping costs may be charged to you
  • Item can be returned to you (you pay shipping) or disposed of at your direction
  • No refund or replacement provided

Third-Party and Manufacturer Assessment

Many manufacturers have dedicated support center's designed specifically to deal with issues in relation to their products and may be able to provide a quicker assessment of, and remedy for, any issue with your purchased product. You may, therefore, prefer to contact the manufacturer directly although you are not obliged to do this. If at any time you are not satisfied with the manufacturers remedy in relation to your legal rights, you can contact TRADEgear. 

For complex items, such as Festool, Mirka and Graco products, TRADEgear may engage:

  • Manufacturer assessment through their authorised service centre
  • Independent certified repair agent
  • Industry specialist assessor

Assessment Terms:

  • Assessment timeframe: Up to 21 business days
  • You will receive progress updates
  • All assessment costs borne by TRADEgear for genuine faults
  • Assessment report provided upon request
  • If you disagree with assessment, you may obtain independent assessment at your cost

✗ What Is NOT Covered as Faulty
Faults caused by:

  • Misuse, abuse, or use contrary to instructions
  • Accident or neglect
  • Normal wear and tear
  • Failure to follow product care instructions
  • Use in abnormal conditions
  • Modifications or repairs by unauthorised persons
  • Use with incompatible accessories or products
  • Acts of nature (lightning, flood, etc.)

General Note about Returns

You must provide proof of purchase to make a claim and TRADEgear reserves the right to decline an exchange, refund or repair where a fault is caused by misuse or neglect.

 

REFUND AND EXCHANGE PROCESS
Refund Methods

Original Payment Method: Refunds can only be paid in the same manner as the original purchase:

  • Credit/Debit Card → Same card
  • PayPal → PayPal account
  • Cash → Cash (for in-store purchases
  • Business Account → Account credit or original payment method
  • Gift Card or Store Credit → TRADEgear store credit (cannot be refunded to cash)

PayPal Purchases:

Business Account Holders (30-Day Accounts):

  • Refunds may be credited to your account or processed to original payment method
  • Contact accounts@tradegear.com.au for account credit options

Refund Processing Times

After Item Received and Approved:

  • Refund processed by TRADEgear: 5-10 business days
  • Refund appears in your account: Additional 3-5 business days (depends on your financial institution)
  • Total expected time: 8-15 business days from when we receive and approve your return

Delays may occur due to:

  • Bank processing times
  • Incorrect account information provided
  • Assessment requirements for faulty goods
  • Public holidays

Exchanges

If you would like to exchange an item for a different product:

Change of Mind Exchanges:

  • Return must meet all change of mind return criteria
  • Contact us to arrange exchange before sending item back
  • We will hold your chosen replacement item (subject to availability)
  • Original item must be received and approved first
  • If replacement item is higher price, you pay the difference
  • If replacement item is lower price, difference refunded to original payment method
  • We will arrange shipping of replacement item. Shipping costs may be incurred with bulky items. This will be disclosed at time of exchange request.

Faulty Item Exchanges:

  • Same process as faulty goods returns
  • For major faults, replacement is your choice
  • For minor faults, we may offer repair if it can be completed in reasonable time
  • Equivalent replacement provided if exact item unavailable
  • All shipping costs covered by TRADEgear

Partial Refunds

Partial refunds may be issued if:

  • Item returned is not in re-saleable condition (agreed with you first)
  • Original packaging is damaged or missing
  • Accessories or components are missing
  • Return shipping costs need to be recovered (non-faulty items assessed as not faulty)
  • You will be contacted before any partial refund is processed and given options.

 

RETURN AUTHORISATION PROCESS

To ensure prompt processing of your return, please follow the steps below. Alternatively, we offer a Return Request for website orders on our site, which you can find by clicking here.

This service will automatically deduct a shipping return fee. In instances where the return reason is Faulty item, this shipping return fee will not be applied.

  • Step 1: Contact Us
  • Step 2: Receive RA Number
    • We will provide a Return Authorisation (RA) number
    • RA number must be clearly marked on outside of package
    • RA number typically provided within 1 business day
  • Step 3: Package Item
    • Pack securely in original packaging if possible
    • Include copy of invoice/receipt inside package
    • Write RA number clearly on outside of box
    • Do not write on original product packaging
  • Step 4: Ship Item
    • Use shipping method discussed with our team
    • For faulty goods: We arrange and pay for shipping
    • For change of mind: You arrange and pay for shipping (use tracking)
    • Keep tracking information
  • Step 5: Confirmation
    • We will email you when item is received
    • Assessment completed within 7-10 business days (standard items)
    • Refund/exchange processed per timeframes above

 

WAREHOUSE DROP-OFF LOCATION
TRADEgear Returns Centre
22 Camino Cres, Cranbourne West 3977

Drop-Off Hours:
Monday to Friday: 7.30am - 4pm
Saturday: CLOSED
Sunday: CLOSED
Public Holidays: CLOSED

Drop-Off Process:

  • Obtain RA number before visiting (call 1300 974 378)
  • Bring item and proof of purchase
  • Speak with on-site staff member
  • Obtain drop-off receipt for your records

Note: Returns dropped off without prior RA number may experience processing delays.

 

MANUFACTURER WARRANTY AND SUPPORT

Many manufacturers provide their own warranty and support services separate from TRADEgear's obligations under Australian Consumer Law.

Manufacturer Assistance

You are not required to go to the manufacturer first. You may choose to:

Option 1: Contact TRADEgear (Your legal right)

  • We will handle the return, assessment, and remedy
  • Process outlined above applies
  • Full support from our team

Option 2: Contact Manufacturer Directly (Often faster)

  • Many manufacturers have dedicated support centres
  • May provide quicker assessment and remedy
  • Manufacturer contact details provided with product or on invoice
  • Some manufacturers offer direct warranty replacement programmes

Option 3: Both

  • Contact manufacturer for initial troubleshooting
  • If not satisfied with outcome, contact TRADEgear
  • We can also coordinate with manufacturer on your behalf

Manufacturer Warranty vs Consumer Guarantees

Manufacturer Warranty:

  • Voluntary promise by manufacturer
  • May have specific terms, conditions, and exclusions
  • Typically 1-3 years depending on product
  • May require registration
  • May offer extended coverage beyond consumer guarantees

Australian Consumer Law Guarantees:

  • Automatic rights that cannot be excluded
  • No registration required
  • Duration based on reasonable expectations for product type
  • Cannot be limited by manufacturer warranty terms

Important: Even if manufacturer warranty has expired, you may still have rights under Australian Consumer Law if the product fails within its reasonable expected lifespan.

TRADEgear's Role

TRADEgear may return products to manufacturers to:

  • Determine nature and cause of reported faults
  • Facilitate repair under manufacturer warranty
  • Obtain expert assessment for complex items
  • Coordinate warranty claims on your behalf
  • You will be kept informed throughout any manufacturer assessment process.

 

PRIVACY AND PERSONAL INFORMATION

TRADEgear takes the privacy of customer data seriously.

Information on how we collect, use and store personal information can be found here: https://www.tradegear.com.au/pages/privacy-policy

Information Collected for Returns

At the time of processing a return, we may collect:

  • Full name
  • Postal address
  • Phone number
  • Email address
  • Purchase information (date, items, amount)
  • Payment method information (for refund processing)
  • Photos of returned items (for assessment purposes)

Use of Information

Personal information collected during returns is used only for:

  • Verifying and processing the return or exchange
  • Assessing product condition or faults
  • Processing refunds to correct account/payment method
  • Communicating with you about the return
  • Fraud prevention and security purposes

Information Security

Your information is:

  • Stored securely in accordance with our Privacy Policy
  • Accessible only to authorised personnel
  • Retained only as long as necessary for legal and business purposes
  • Never sold or shared with third parties for marketing purposes

Your Privacy Rights

You have the right to:

 

DISPUTE RESOLUTION

We are committed to resolving any concerns about returns fairly and promptly. If You Have a Concern:

Step 1: Contact Our Returns Team

  • Phone: 1300 974 378
  • Email: accounts@tradegear.com.au
  • Explain your concern clearly
  • Provide RA number and order details
  • We will respond within 2 business days

Step 2: Escalation (If Not Resolved)

  • Request to speak with Sales Manager
  • Email: frazer@tradegear.com.au
  • We will review your case and respond within 5 business days

Step 3: External Assistance (If Still Not Resolved)

If we cannot resolve your concern, you may contact:

  • Consumer Affairs Victoria
    • Website: www.consumer.vic.gov.au
    • Phone: 1300 558 181
  • Fair Trading (Your State/Territory)
  • Find your local consumer protection agency
  • Australian Competition and Consumer Commission (ACCC)
    • Website: www.accc.gov.au
    • Phone: 1300 302 502

Alternative Dispute Resolution

For eligible disputes, we may agree to participate in:

  • Mediation through a recognised dispute resolution service
  • Independent expert assessment
  • Other agreed alternative dispute resolution processes

 

GENERAL TERMS AND CONDITIONS

Limitation of Liability

To the extent permitted by law:

  • TRADEgear's liability for non-faulty returns is limited to refund or exchange only
    TRADEgear is not liable for consequential damages arising from change of mind returns
  • Nothing in this policy limits your rights under Australian Consumer Law
  • Our goods come with guarantees that cannot be excluded under Australian Consumer Law

Modification of Policy

  • TRADEgear reserves the right to modify this policy at any time
  • Changes are effective immediately upon posting to our website
  • The policy applicable to your purchase is the version in effect at the time of purchase
  • You can request a copy of the policy applicable to your purchase at any time

Severability

  • If any provision of this policy is found to be unenforceable or invalid by a court of law, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

Governing Law

  • This policy is governed by the laws of Victoria, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of Victoria.

Business Changes

In the event of business sale, merger, or closure:

  • This policy continues to apply to purchases made before any change
  • Your statutory rights under Australian Consumer Law continue regardless of business changes

Fraudulent Returns

TRADEgear reserves the right to:

  • Refuse returns suspected of fraud or abuse
  • Report fraudulent activity to appropriate authorities
  • Ban customers who engage in fraudulent return activity
  • Pursue legal remedies for fraud or misrepresentation

Examples of return fraud include:

  • Returning stolen merchandise
  • Returning used items claimed as new/unused
  • Returning items purchased elsewhere
  • Serial returning to abuse return policy
  • Wardrobing (using items then returning)

 

FREQUENTLY ASKED QUESTIONS
Q: I lost my receipt. Can I still return the item?

A: For change of mind returns, proof of purchase is required. If you purchased online, we can look up your order. If you paid by credit card, a statement may suffice. Without proof of purchase, we may offer store credit at our discretion.

Q: Can I return an item I bought on sale?

A: Yes, unless it was marked as "clearance," "final sale," or "non-returnable" at the time of purchase. Standard return conditions apply.

Q: The item was a gift. Can the recipient return it without the receipt? 

A: Yes, gift recipients may exchange for another item or receive store credit. Refunds typically require proof of purchase. Contact us to discuss options.

Q: How do I get a return shipping label?

A: For faulty goods, contact us and we'll arrange return shipping. For change of mind returns, you arrange and pay for return shipping.

Q: Can I return part of a multi-item order?

A: Yes, you can return individual items from an order as long as they meet return criteria. Partial refunds will be processed for returned items.

Q: What if the item arrives damaged?

A: Contact us immediately (within 48 hours). We treat shipping damage as a faulty item return and cover all costs. Take photos before opening fully.

Q: I opened the box to check the item. Can I still return it?

A: For change of mind returns, items in opened boxes may be accepted if the item itself is unused and in perfect condition with all original packaging materials. Contact us to discuss.

Q: Do I need to include all the original paperwork?

A: Yes, please include all manuals, warranty cards, and documentation that came with the product.

Q: How long until I receive my refund?

A: 5-10 business days after we receive and approve your return, plus 3-5 business days for your bank to process (8-15 business days total typically).

Q: Can I exchange an item directly without getting a refund first?

A: Yes, contact us to arrange an exchange. We'll hold your replacement item while we process your return.

Q: What's the difference between a manufacturer warranty and my ACL rights?

A: Manufacturer warranty is voluntary and may expire after 1-3 years. ACL rights are automatic and last for the reasonable expected lifespan of the product (may be longer than manufacturer warranty).

Q: The manufacturer says it's normal wear and tear, but I disagree. What are my rights?

A: You can return it to TRADEgear for our assessment. We assess items based on ACL standards, not just manufacturer opinion.

 

CONTACT INFORMATION
TRADEgear Returns Department
Phone: 1300 974 378
Email: accounts@tradegear.com.au
Website: www.tradegear.com.au
Hours: 7.30am - 4pm AEST
Mailing Address: 22 Camino Cres, Cranbourne West 3977


ACKNOWLEDGMENT
By making a purchase from TRADEgear, you acknowledge that:

  • You have read and understood this Returns and Refunds Policy
  • You agree to comply with the terms outlined in this policy
  • You understand your rights under Australian Consumer Law
  • You understand which items are non-returnable for change of mind
  • You understand the timeframes and processes for returns

This policy was last updated on 7th November 2025 and is effective immediately.

TRADEgear Pty Ltd
ABN: 23 640 097 525