Refund policy

Refund & Returns Policy for UltraWorks

At UltraWorks, we stand behind the quality of the professional-grade tools and equipment we supply. This policy outlines your rights regarding returns, refunds, and exchanges in accordance with the Australian Consumer Law (ACL).

1. Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

Please choose your tools carefully, as we generally do not offer refunds or exchanges if you simply change your mind, find the product cheaper elsewhere, or decide you do not like the purchase.

At our discretion, we may accept change-of-mind returns under the following conditions:

  • The item is returned within 14 days of purchase.

  • The item is unopened, unused, and in its original sealed packaging (including all manuals and accessories).

  • You provide a valid proof of purchase (tax invoice or order confirmation).

  • A restocking fee of 15% may apply to cover administrative and processing costs.

  • Shipping costs for change-of-mind returns are the responsibility of the customer.

3. Damaged or Faulty Items

If a tool is faulty, not fit for purpose, or does not match the description provided on our website, we will fulfil our obligations under the ACL.

  • Minor Faults: We may choose to offer a repair, replacement, or refund.

  • Major Faults: You are entitled to your choice of a replacement or a full refund.

Please note that faults caused by misuse, accidental damage, or normal wear and tear are not covered by this policy.

4. Warranty Claims

Tools covered by the manufacturer's warranty can be returned to your nearest authorised warranty agent for repair, replacement, or us. 

5. How to Initiate a Return

To start a return process, please contact us at help@ultraworks.com.au with:

  1. Your Order Number.

  2. Photos of the product and packaging.

  3. A brief description of the issue.

Important: Please do not return items without prior authorisation. To ensure your request is processed quickly, contact us before sending anything back. We will provide you with the correct return address, which may be our Melbourne warehouse or a manufacturer’s service centre. All merchandise must be returned unused, in its original packaging, and accompanied by a copy of your invoice.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed back to your original payment method (e.g., Credit Card, PayPal, or Shopify Payments) within 8-10 business days.

7. Exclusions

Unless they are faulty, we cannot accept returns on:

  • Special order items (products ordered specifically for you that are not part of our standard stock).

  • Digital products or software licenses.

  • Safety equipment that has been removed from sealed packaging.

Contact Us

For any questions regarding your order or this policy, please reach out to: 
Email: support@ultraworks.com.au