Before you publish this page
This draft is written to sit correctly alongside the Australian Consumer Law, but it is not legal advice and should be reviewed by an Australian commercial lawyer. Sections 5 and 6 in particular — deposits, and early termination of lease and contract plans — carry the most commercial risk and are the most likely to attract scrutiny under the unfair contract terms regime.
Fields highlighted like THIS must be completed before publishing.
Contents
1. Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies 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 to 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.
These guarantees generally apply to goods and services acquired for under $100,000, and to goods of a kind ordinarily acquired for personal, domestic or household use regardless of price.
This policy explains how we apply those rights in practice, and sets out the additional things we offer beyond them.
2. Faulty or misdescribed goods
If a device is faulty, not as described, or does not do what we said it would, contact us and we will work out the appropriate remedy with you.
Major failure
A failure is major where, for example, the device is unsafe, is significantly different from its description, cannot be made fit for purpose within a reasonable time, or a reasonable customer would not have bought it had they known about the problem. Where there is a major failure, you choose whether to receive a refund or a replacement, and you may also claim compensation for reasonably foreseeable loss.
Minor failure
Where the failure is not major, we may choose to repair the device within a reasonable time, replace it, or refund you. If we take too long to repair it, you may reject the goods and choose a refund or replacement instead.
Damage in transit
Inspect your delivery when it arrives. If something has been damaged in transit or is missing, tell us within CONFIRM: e.g. 7 days of delivery and we will arrange a replacement at no cost to you.
3. Change of mind
We are not required to provide a refund simply because you have changed your mind, ordered the wrong item, or found the product cheaper elsewhere. However, we understand plans change.
Where a device is unused, unopened and in its original packaging, we may accept a return within CONFIRM: e.g. 14 days of delivery at our discretion. CONFIRM whether a restocking fee applies, and who pays return freight. Devices that have been installed, configured or used cannot be returned for change of mind.
4. Cancelling before delivery
You can cancel an order at any time before it ships, directly from your merchant dashboard, and we will refund what you have paid on that order in full.
Once an order has shipped, cancellation becomes a return and is dealt with under sections 2 or 3 above.
5. Deposits and order confirmation payments
Where you have paid an order confirmation payment (the advance on a lease) or a security deposit (on the five-year contract):
- if we cancel the order, or the goods are never supplied, it is refunded in full;
- if you cancel before the order ships, it is refunded in full;
- if you cancel after we have incurred costs specific to your order, we may retain a reasonable amount reflecting those actual costs — not a fixed penalty; and
- a security deposit on a five-year contract is refundable at the end of the term, less any amounts you owe and the cost of loss or damage beyond fair wear and tear.
Cancelling an order does not by itself reverse payments already taken. Where a refund is due, we process it as set out in section 9.
6. Ending a lease or contract early
Lease and five-year contract plans are fixed-term agreements. Ending one early is by agreement with us, and amounts outstanding under your payment schedule remain payable unless we agree otherwise in writing.
Instalments already paid are not refundable simply because you end the plan early — they cover the period they related to. This does not affect your rights under section 1 if the devices themselves are faulty.
Where devices are leased and title has not yet passed to you, you must return them to us in reasonable condition, allowing for fair wear and tear.
7. Software subscriptions
You can cancel a software subscription at any time from your merchant dashboard. Cancellation takes effect at the end of the current billing period, and periods already billed are not refunded — unless the service failed to meet the consumer guarantees, in which case section 1 applies.
If we materially reduce functionality you rely on and you no longer wish to continue, contact us and we will discuss a pro-rata refund of the unused portion.
8. How to make a claim
Email info@auxaussie.com.au or message us on WhatsApp with:
- your business name and order or invoice number;
- which device or service is affected;
- a description of the problem, and photos or video if it is a physical fault; and
- what outcome you are seeking.
You do not need the original packaging to make a claim under the consumer guarantees, but please keep proof of purchase — your invoice in the merchant dashboard is sufficient.
We will acknowledge your claim and tell you the next steps. Where a device needs to come back to us for assessment, we will arrange it and tell you who bears the freight cost before anything is shipped.
9. How refunds are processed
Approved refunds are made to the original payment method wherever possible. Card refunds are processed through Stripe and typically appear on your statement within 5–10 business days, depending on your bank. We will confirm by email once a refund has been issued.
If the original payment method is no longer available, we will arrange an alternative with you, such as electronic funds transfer to your nominated business account.
10. Contact us
| Entity | Aux Aussie Pty Ltd |
|---|---|
| ABN | ABN TO BE INSERTED |
| info@auxaussie.com.au | |
| +61 493 635 611 | |
| Website | auxaussie.com.au |
If you are not satisfied with how we have handled your claim, you can contact the ACCC at accc.gov.au, or your state or territory consumer protection agency.