Where we start
If something we supplied is faulty, we fix it. That is the short version, and the Australian Consumer Law guarantees it whether or not this page existed.
Everything below explains how we handle the practical side: who pays freight, how long things take, and what happens with special orders. Ring +61 7 4638 2915 or email tradehavenglobal@gmail.com to start.
Faulty or damaged goods
Report damage within seven days of delivery, with photos where you can. For a major failure you choose between a refund and a replacement. For a minor fault we can repair or replace at our cost.
We cover return freight on any confirmed fault. On items that arrive damaged, we also cover the cost of getting them off your loading dock and back out.
- Photograph the packaging before you unpack if the carton looks crushed
- Keep the original packaging until you have confirmed the unit works
- Do not attempt a repair yourself, as that can void the manufacturer warranty
Change of mind
Unopened stock items in original packaging can be returned within fourteen days of delivery for a refund of the purchase price, less the original freight cost. A restocking charge of fifteen percent applies to large equipment.
Special orders, custom-fabricated benches and anything cut to length cannot be returned unless faulty. We make that clear on the quote before you commit.
Calibration services
Calibration fees are not refundable once the bench work is complete, because the certificate has already been issued and recorded. If we got the calibration wrong, we redo it at no charge and reissue the certificate.
If a booked calibration is cancelled before collection, the fee is refunded in full. If the instrument has already been collected, freight both directions is retained.
How a claim runs
Send the invoice number, the serial number and a short description of the problem. We acknowledge within two business days and give you a claim reference.
Once the item is assessed, you get a written outcome with the refund amount or replacement date. Refunds return to the original payment method within ten business days of approval.
Disputes we cannot resolve go to the relevant consumer affairs body in your state.