Refund policy

The new consumer guarantees provisions of the Australian Consumer Law mean that businesses dealing with defective goods must provide a repair, replacement or refund, and if there is a major failure with an item, the consumer has the right to chose the remedy, including requesting a refund.

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it

• is unsafe

• is significantly different from the sample or description

• doesn’t do what we said it would, or what you asked for and can’t be easily fixed. Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.

LOWEST PRICE GUARANTEE - WE WILL NOT BE BEATEN ON ANY PRICE!

At Genworks Australia we pride ourselves on offering the lowest possible prices guaranteed*. This is achieved by Genworks Australia running the lowest cost model possible when compared to competitors. That means you can shop with confidence that when you buy from Genworks Australia you are receiving the lowest price. If anyone offers a lower price than us, show us prior to sale and we’ll beat it*! *The price must not be below our cost price. Competitors quoted product must be a current and identical item that is in stock and excludes stock liquidations and must be of the same quantities quoted.

Warranty

GENWORKS AUSTRALIA WARRANTY OVERVIEW

All products sold by Genworks Australia comes with a warranty.
For our new product warranty periods can vary from 500hrs to 1000hrs of usage or 12 Months through to 4 years depending on the manufacturer of the product.
All warranties with Genworks Australia are a back to base warranty meaning the customer is responsible for any freight charges that may be incurred.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials such as flammable liquids. Please get in touch if you have questions or concerns about your specific item.

You can always contact us for any return question at info@genworks.com.au

In the unlikely event that you have a problem with your new purchase follow the following procedure:

Step 1

Call the Genworks Australia Service Team on (07) 3466 0658 with details of your issue. We have qualified technicians on staff during trading hours and a lot of the time the issue can be resolved over the phone for a simple commissioning problem. If you aren’t able to call feel free to email the team on info@genworks.com.au and the team will get straight onto your problem. Please have details of your purchase handy - the actual purchase date plus the original invoice number will suffice. Weekday Trading Hours are 7:30am to 4:00pm.

Step 2

If we cannot fix the problem over the phone, we may ask you to send the product to our workshop. We have a fully equipped workshop for power equipment repairs and servicing. Genworks Australia will either repair or replace the unit depending on the warranty assessment free of charge. But please note it is the buyer’s responsibility to get the product back to us for warranty inspection.

Step 3

Once the product has been received, we will keep you informed through the whole process as we quickly and efficiently as possible diagnose the issue, then inform of the fault to be rectified or fix the product. We pride ourselves on 100% backing of all our products.