Returns Policy

Surefire Warehouse Refund and Exchange Policy

 

CHANGE OF MIND

If you have changed your mind, we may offer you an exchange or refund provided that:

  1. The items are returned within 14 days of purchase;

  2. The item is returned in saleable condition. That is the item is unused or unworn, in the original sealed packaging, tags attached, the item must not be broken or tampered with, the manual and accessories are included;

  3. A valid original invoice must be presented; and

The item is not subject to the exclusions listed below.

OTHER RETURNS

  1. You may be entitled to a refund if:
    a) The product is faulty or is not of acceptable quality; or
    b) The product is not fit for its intended purpose; or
    c) The product does not match its sample or description.

    Our staff reserves the right to assess the item (in store and online returns) to determine whether a refund, repair or replacement can be offered in accordance with the consumer guarantees under the Australian Consumer Law.

    If you wish to return an item back to Surefire Warehouse, you are required to pay for all associated shipping costs.

Exchange

  1. Items returned for an exchange must be returned within 14 days of purchase and returned in saleable condition. That is,
    a) The item is unused or unworn, in the original sealed packaging, tags attached; and
    b) The item must not be broken or tampered with, the manual and accessories are included; and
    c) A valid original invoice must be presented; and
    d) The item is not subject to the exclusions listed below.

Our staff will assess the item (in store and online purchase) to determine whether an exchange will be offered in accordance with our Refunds and Exchange Policy. If the above conditions are not satisfied, a 15% restocking fee may be applicable.

If you wish to return an item back to Surefire Warehouse, you are required to pay for all associated shipping costs.

Excluded Items

Please choose carefully when purchasing as the following items are excluded from our Surefire Warehouse Refunds and Exchange Policy.

  1. Special order products where items have been specifically ordered for you and is not part of Surefire Warehouse core range.

  2. All respiratory protection is excluded due to hygiene and quality reasons.

Damaged or Faulty Goods:

  • We recommend you immediately inspect any goods that we deliver to you or that you collect from our store(s), to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

  • If your order arrives damaged, the quickest way to resolve the issue is to contact us using the contact form on the webpage or via email sales@koolwrap.com.au

Warranty Claims:

  • If the product supplied to you fails under warranty, you can lodge a warranty claim using the Contact Form on our website.

  • You will be required to produce the original invoice or other proof of purchase document disclosing the purchase date.

  • All costs of return postage, transport, freight, travelling expenses, hiring tools and insurance are paid by the customer.

  • The product must not have been misused, adjusted, modified or serviced by any person other than the manufacturer of an approved serviced agent from the manufacturer.

  • 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. 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.

Warranty Exclusions:

  • Unless otherwise agreed in writing, Surefire Warehouse has no liability for, and is not required to provide Warranty Services under this Warranty if it relates to: Warranty services outside of business hours, mis-using or abusing the product or any of the accessories included.

  • Operating the product in a manner that is not in accordance with the Instruction Manual supplied with the product.

  • Using incorrect batteries, chargers, accessories, or any unauthorised, non-genuine or non-standard parts.

  • Making mechanical adjustments inconsistent with the Instruction manual.

  • Not having taken reasonable steps to prevent damage or failure from occurring to the product.

  • Storing the product inconsistently to the instructions provided in the Instruction Manual.

  • Neglecting or otherwise failing to maintain the product.

  • Repairing or carrying out work on the product by any person other than the manufacturer or an authorized representative of the manufacturer.

  • Accidental damage or damage caused by Force Major Events including environmental factors.

  • Natural discoloration of material due to ultraviolet-light

  • Natural impact with hard surfaces or damage caused in the transit.

  • Damage caused by excessive heat or Cold.

  • Damage caused by solvents, or water entry into the product.

  • Damage caused by contact with sand, rust, corrosion, fire, vermin and insect infestation, power outages or surges or inadequate voltage or current other than what is specifically relevant to the product as advertised..

  • Abnormal product performance caused by any ancillary equipment interference or other external factors.

  • Normal wear and tear.

  • Calibration

  • Freight cost associated with transporting the product between you and the place of purchase.

  • Products with serial numbers that have been altered or removed

  • Consumable items supplied with the product or that are part of the product, such as battery packs.

Shipping Costs

If you wish to return an item back to Surefire Warehouse, you are required to pay for all associated shipping costs.

For further information or any questions regarding the Surefire Warehouse Refund, Returns or Repairs Policy, contact us via email or the contact form on our website.