Refund policy

Change of Mind

We accept change-of-mind returns within 30 days of receipt, subject to the following conditions:

•  Items must be unused, in resalable condition, and in original packaging.
• Return postage is the customer’s responsibility.
•  Original shipping costs are non-refundable.
•  A restocking fee of up to 10% may apply to non-defective, high-value, or special-order items.

Exchanges are subject to stock availability.

 

Returns & Restocking Fee

We accept returns for change of mind within 14 days of delivery, provided the item is unused, unopened, and in its original packaging.

A 10% restocking fee may apply to approved returns to cover handling, inspection, and processing costs.

Return shipping is the responsibility of the customer unless the item is faulty or incorrect.

Please note:

• Items that have been used, installed, or damaged are not eligible for return
• Electrical components (including capacitors and motors) are not returnable once installed
• Diamond tooling and consumables may be returned only if unused and in original condition. Products showing signs of wear or use are not eligible for return

All returns must be approved prior to being sent back.

 

Order Cancellation

Before dispatch:
Please contact us immediately. Cancellation may be possible.

After dispatch:

• The product must be returned at your expense.
• Items must be securely packed.
• You are responsible for the item until it reaches us.
• Refunds exclude shipping costs.

 

Faulty or Damaged Products

If you receive a faulty, damaged, or defective item:

• Contact us within 7 days of delivery.
• Provide your order number and clear photos of the issues
  

We will assess the claim in accordance with Australian Consumer Law.

Possible outcomes include:

• Repair
• Replacement
• Refund
• Manufacturer warranty support

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

 

Incorrect Products Received

If you receive the wrong item:

• Contact us within 7 days of receiving your order.
• Provide your order number or receipt.
• Once verified, we’ll send you a prepaid return label and either:
• Dispatch the correct product at no cost, or Issue a full refund.

 

Warranty Policy

All products are covered by manufacturer warranty and assessed in accordance with Australian Consumer Law.

To lodge a warranty claim:

• Provide proof of purchase.
• Return postage is the customer’s responsibility unless the item is confirmed faulty.
• Products must not be misused, modified, or improperly installed.
• Warranty does not cover normal wear and tear, consumables, incorrect installation, or misuse.

Warranty claims that do not meet the above conditions may be rejected.

 

Conditions of Return

To qualify for a return:

• Items must be returned within 30 days of receipt.
• Items must be unused, in resaleable condition, and in original packaging.
• Special-order items outside our core range are non-returnable.
• Return postage is the customer’s responsibility.
• Sale or clearance items are not eligible for return or exchange.
• Refunds are processed to the original payment method only.

 

Non-Returnable Items

Due to safety, hygiene, and compliance regulations, the following items are non-returnable unless confirmed faulty under Australian Consumer Law:

• Electrical components once installed or connected (including motor capacitors, electric motors, mini motor starters, control modules, and filters)
• Consumable items once used (including polishing pads, grinding segments, diamond tooling, and abrasives)
• Special-order or custom-made products
• Sale or clearance items
• Items that have been modified, damaged, or altered after delivery

All approved returns are subject to inspection prior to refund.

 

 

Return Condition

• Items must be returned within 30 days of receipt.
• Proof of purchase is required.
• Refunds are processed to the original payment method within 5–10 business days after inspection.

 

Proof of Purchase

A valid invoice, order confirmation, or receipt is required for all returns and warranty claims.
We cannot process returns without proof of purchase.

 

Refund Processing

• Refunds are processed within 5–10 business days of receiving and inspecting the returned item.
• Refunds are issued to the original payment method only.
• Once processed, please allow additional time for your bank or payment provider to complete the transaction.

 

Online Returns Process

To start a return:

1. Email paddle.au@gmail.com with your order number and reason for return.
2. Include photos if the item is faulty or incorrect.
3. Allow 1–2 business days for approval.
4. Once approved, return the product securely packaged to our warehouse.

After inspection, we will process your refund, exchange, or store credit and notify you by email.
Store credits are valid for 12 months from the date of issue.

Please allow extra processing time during peak periods or promotions — we appreciate your patience.

 

Purchases from Retailers

This policy applies only to items purchased directly from Paddle Wholesale Australia.
For items purchased through authorised retailers or dealers, please contact them directly for their return policy.

Thank you for shopping with Paddle Wholesale Australia.
We value your business and are committed to your satisfaction.