DRAFT – for client review. Not legal advice; please have this reviewed before publishing.

Returns & Refunds

Last updated: [date]

This policy applies to purchases from the Forticore Security online shop ([legal entity name], ABN 53 687 716 847). Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).

1. Your rights under the Australian Consumer Law

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.

Under the consumer guarantees, goods must be of acceptable quality, fit for any purpose you told us about, match their description and any sample, and be supplied with clear title.

Major failures

A failure is generally a major failure if, for example, a reasonable consumer would not have bought the item if they had known about the problem, the item is significantly different from its description, it is substantially unfit for its usual purpose and can’t easily be fixed within a reasonable time, or it is unsafe. For a major failure you can choose a refund or a replacement (or, in some cases, keep the item and get compensation for the drop in value).

Minor failures

If the problem is not a major failure, we may choose to repair, replace or refund. If we don’t fix the problem within a reasonable time, you can have it fixed elsewhere and recover the reasonable costs from us, or treat it as a major failure.

How to make a claim

1. Email info@forticoresecurity.com.au with your order number, a description of the problem and photos if possible.
2. We will reply within [2] business days with next steps, including a prepaid return label where the item is faulty.
3. Where you have a valid claim under the consumer guarantees, we cover reasonable return shipping costs.

Manufacturer warranties (for example on radios, torches and electronic equipment) are in addition to your rights under the ACL.

2. Change-of-mind returns (standard stock items)

In addition to your ACL rights, we accept change-of-mind returns on standard (non-custom) stock items if:

• you contact us within [30] days of delivery;
• the item is unused, unwashed and in its original, resaleable condition and packaging, with tags attached; and
• you include proof of purchase.

For change-of-mind returns, you pay the return shipping cost, and we refund the item price (not the original delivery charge) to your original payment method within [5–10] business days of receiving and inspecting the item. You can choose an exchange instead of a refund.

For hygiene and safety reasons, we can’t accept change-of-mind returns on opened earpieces, opened first aid kits, or used gloves, unless the item is faulty.

3. Custom, embroidered and printed items

Items made to your order, such as jackets or other garments embroidered or printed with your logo, are produced to your specifications after you approve a digital proof. We do not accept change-of-mind returns on custom items, including for incorrect sizes you selected or for logo artwork, spelling or colours you approved on the proof.

Custom items are still covered by the consumer guarantees. If a custom item is faulty, not made according to the approved proof or not of acceptable quality, we will repair, replace or refund it in line with the ACL.

4. Quote and special-order items

Quote items and special orders (for example patrol technology, service-plan devices and special-order boot sizes) may have additional terms set out in your written quote, such as cancellation terms. These terms do not limit your rights under the ACL.

5. Items that can’t be returned for change of mind

• Custom embroidered or printed items (see section 3).
• Opened earpieces, opened first aid kits and used gloves (hygiene).
• Items damaged after delivery through misuse or normal wear and tear.

This list applies to change-of-mind returns only. It does not affect claims under the consumer guarantees.

6. Refunds

Approved refunds are made in AUD, including GST, to the original payment method. Where a refund is for a major failure, we also refund the original delivery cost.

Contact

Returns address: provided by email when we approve your return.
Email: info@forticoresecurity.com.au · Phone: +61 420 786 176

For more information about your rights, visit the ACCC website (accc.gov.au) or Consumer Affairs Victoria (consumer.vic.gov.au).