Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, not of acceptable quality, not fit for its purpose, or does not match its description, you are entitled to a repair, replacement or refund. For a major failure you can choose a refund or replacement; for a minor failure we may choose to repair the item within a reasonable time. Nothing in this policy reduces those rights.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged in transit, or you received the wrong product, contact us as soon as possible — and within 7 days of delivery for transit damage — so we can resolve it quickly. Please keep the packaging and provide your order number and, where relevant, a photo of the fault or damage. Where the item is confirmed faulty, damaged or incorrect, we cover return shipping and will repair, replace or refund as appropriate.
Change-of-mind returns
If you simply change your mind, we may accept a return within 30 days of delivery where the item is unused, in its original undamaged packaging, and in resalable condition. Change-of-mind return shipping is at your cost, and the original outbound shipping is non-refundable. Special-order, custom-configured or electrically-installed items may not be eligible for change-of-mind return. Change-of-mind returns are offered at our discretion and are in addition to your ACL rights above.
How to request a return
Email or call us with your order number and the reason for return before sending anything back, so we can confirm the return method and address:
- Contact Sorian Cranes — we’ll respond, usually within one business day.
- Do not return goods without contacting us first; unauthorised returns may be delayed.
Refunds
Approved refunds are made to your original payment method via Stripe, our payment processor. Once we receive and inspect the returned item (or agree a refund without return), refunds are typically processed within 2–5 business days; your bank or card provider may take a little longer to show the funds. Refunds include GST where it was charged.
Warranty
Manufacturer warranty terms, where applicable, are in addition to your ACL rights. Contact us with your order details for any warranty claim and we’ll help you through it.
Questions
For anything about an order, a return or a refund, get in touch. See also our Terms of Use and Quotation T&Cs.