Refund & Returns Policy

Overview

At Ausflo, we supply industrial valves, fittings and associated products for commercial and trade use. Due to the technical nature of these products, returns are assessed on a case-by-case basis in line with the conditions below.

This policy operates in accordance with the Australian Consumer Law (ACL). ACL

Change of mind returns

We do not accept returns for change of mind, incorrect selection, or over-ordering.

It is the customer’s responsibility to ensure all product specifications, sizes, materials and compatibility are correct prior to purchase. Our team is available to assist with product selection where required.

Faulty, damaged or incorrect items

We will provide a refund, replacement or repair where:

• The product is faulty or defective
• The product is not as described
• The incorrect item was supplied

To lodge a claim, you must:

• Notify us within 7 days of delivery
• Provide proof of purchase
• Provide photos and/or a description of the issue

Ausflo reserves the right to inspect or request return of the product before approving a claim.

Return conditions (if approved)

Where a return is approved:

• Items must be unused, uninstalled and in original condition
• Items must be returned in original packaging where possible
• Returns must be received within 14 days of approval

Ausflo may reject returns that do not meet these conditions.

Non-returnable items

The following items are not eligible for return:

• Custom-made or cut-to-length hose assemblies
• Special order or non-stock items
• Used, installed or damaged products (unless faulty)
• Products exposed to chemicals, fuels, or site conditions
• Clearance or non-standard sale items

Restocking fees

Approved returns for non-faulty items (at Ausflo’s discretion) may incur:

• Minimum 20% restocking fee, and
• Any applicable supplier return charges

Refunds

Once a return is received and inspected:

• Approved refunds will be processed to the original payment method
• Processing time: typically 3–10 business days

Shipping and handling charges are non-refundable.

Return shipping

• Customers are responsible for return shipping costs unless the item is faulty or supplied in error
• We recommend using a trackable freight service
• Ausflo is not responsible for items lost in transit

Freight damage

Any damage in transit must be:

• Reported within 48 hours of delivery, and
• Noted on the delivery docket where possible

Failure to do so may affect claim eligibility.

Technical responsibility

Due to the critical nature of industrial applications:

• Product suitability, installation and use remain the customer’s responsibility
• Ausflo accepts no liability for incorrect application or installation outside supplied specifications