Adpt Pty Ltd - Returns Policy

1. Background

1. Adpt Pty Ltd (ACN 635 126 064) (we, us or our) supplies various training goods. We want you to be completely satisfied with your purchase.
2. You should read this returns policy prior to making a purchase from us, so you are familiar with:
   1. our policy on refunds, returns and repairs; and
   2. your rights under the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) (ACL).

2. Refunds for change of mind

2.1              Overview

1. When you buy, you should choose carefully. However, we will provide a full refund (excluding shipping costs) for full-priced goods for a change of mind if:
   1. you return the goods and notify us of such return within 30 days from the date they were delivered; and
   2. the goods are unused, in their original packaging and in the same condition that they were delivered (Saleable Condition); or
2. We may elect to provide a partial refund (excluding shipping costs, exact refund amount to be determined by us in our discretion) for full-priced goods for a change of mind if:
   1. the goods are in Saleable Condition but you return them more than 30 days after the date they were delivered; or
   2. you return the goods within 30 days from the date they were delivered but they are not in Saleable Condition (eg any part of the goods is damaged, missing or not in its original condition) other than as a result of our error.
3. We do not accept returns for a change of mind for sale items.

2.2              Return procedure for change of mind

1. You must return the goods to 1 - 8 New St, Richmond, Victoria, 3121 AUSTRALIA, or; contact info@adpt.co for alternative return location.
2. We will notify you by email that we have received the returned goods.
3. Within 60 Business Days of receipt of the returned goods, we will conduct an inspection and notify you:
   1. that your return for change of mind has been accepted or rejected (and if it is rejected, it will be returned to you at your cost); and
   2. if accepted, the total amount that will be refunded (which refund will be processed within 30 days of such notification).

2.3              Gifts

1. If the goods were shipped to your address and marked as a ‘gift’, we will provide you with a gift certificate, provided the goods are:
   1. returned to 1 - 8 New St, Richmond, Victoria, 3121 AUSTRALIA; and
   2. in Saleable Condition.
2. If you received the goods as a gift but they were not shipped to your address and you would like to return the goods, we will provide a refund to the person that processed payment for the goods, provided the goods are:
   1. returned to 1 - 8 New St, Richmond, Victoria, 3121 AUSTRALIA; and
   2. in Saleable Condition.

3. Consumer Guarantees

1. Where the ACL applies, our goods come with guarantees that cannot be excluded under the ACL, including guarantees that the products will be of acceptable quality (Consumer Guarantees). The Consumer Guarantees are in addition to your right to obtain a refund for change of mind in accordance with section 2.
2. If the ACL applies, your entitlements include:
   1. your choice of a replacement or refund for a major failure (eg the product is unsafe);
   2. our choice of a repair, refund or replacement if the goods fail to meet a Consumer Guarantee but the failure does not amount to a major failure; and
   3. compensation for any other reasonably foreseeable loss or damage.
3. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

4. Remedies available

1. Subject to the ACL, we will arrange for the credit, refund, repair or replacement (at our discretion) of any defective goods or parts of goods directly purchased from us.
2. If we elect to replace the defective goods, we will replace the goods with the same type of goods or a comparable or close equivalent, taking into account features, quality, specifications and availability of the goods.
3. If we are unable to repair or replace the defective goods, we will provide you with credit for the value of the price paid for the goods, unless we are required to provide a refund under the ACL.

5. Conditions for claiming a refund or remedy

5.1              Change of mind returns

To claim a refund for change of mind, the following additional conditions must be met:

1. you must provide us or our agent, at our request, with easy access to the goods and any fixtures used to operate them;
2. you must be the original purchaser of the goods from us;
3. you must provide proof of purchase of the goods (eg order number, receipt or invoice); and
4. you must follow the claim procedure outlined in section 2 above.

5.2              Other returns

To claim a refund, credit or other remedy (other than for change of mind), the following additional conditions must be met:

1. you must have installed the goods properly;
2. you must have used, handled, installed, maintained and operated the goods in accordance with our instructions and, if applicable, the manufacturer’s instructions, in normal environmental conditions;
3. you must provide us or our agent, at our request, with easy access to the goods and any fixtures used to operate them;
4. you must be the original purchaser of the goods from us;
5. you must provide proof of purchase of the goods (eg order number, receipt or invoice);
6. you must follow the claim procedure outlined in section 6 below; and
7. the goods must not have been subject to accident, neglect, abuse, abnormal use or stress (such as operating the goods in environments in excess of recommended temperatures, excessive switching cycles and operating hours), misuse, acts of God, improper installation or storage, fire, vandalism, extreme weather condition or other force majeure event.

6. Claims procedure

1. You should follow the following steps to make a claim for refund or credit (other than for change of mind, which is dealt with at section 2.2 above):
   1. contact our customer support team at info@adpt.co;
   2. provide proof of purchase of the goods (eg order number, receipt or invoice); and
   3. provide reasonable details about the issues you are experiencing with the goods.
2. We need to be satisfied:
   1. that the product is faulty;
   2. with the cause of the fault; and
   3. that the problem with the goods was not your fault.
3. We reserve the right to assess (or nominate a third party to assess on our behalf) returned goods within a reasonable timeframe, including whether the goods are defective or simply require some form of basic troubleshooting.
4. Where a product is damaged through misuse, accident or abnormal use, the ACL or any manufacturer’s warranty may not apply, and we may choose not to provide a refund, exchange or repair (if applicable).

7. Refunds

1. If you are entitled to a refund in accordance with this policy, we will process the refund via the original method of payment.
2. While we do our best to process refunds promptly, it may take some time for you to receive the refund for reasons beyond our reasonable control.
3. If your refund is delayed, please take the following steps to troubleshoot the issue:
   1. contact the provider responsible for the processing the payment; and
   2. contact your bank.
4. If the issue has not been resolved after you have completed the steps outlined at section 7(c) above, contact us info@adpt.co.

8. Limitations

1. Subject to section 8(b), our returns policy does not cover, and you are responsible for, the following:
2. costs associated with return freight, transportation or delivery of the goods, unless expressly authorised by us at our discretion;
3. service call fees for the defective goods;
4. costs associated with the installation and dismantling of the defective goods, or re-installation of the repaired or replaced goods;
5. any damage to, or loss of, goods that occurs during transportation, delivery, installation, dismantling or re-installation of the goods;
6. any physical damage to the goods that is not caused by us;
7. damage to goods caused by misuse or negligence, whether accidental or intentional, including damage caused by failure to routinely maintain the goods;
8. fair wear and tear, including rusting, corrosion or mould; and
9. repairs carried out by repair agents that are not expressly authorised by us.
10. We may be required to pay some of the above costs under the ACL.
11. When you return goods to us, you do so at your own risk. If you are shipping goods, we encourage you to consider:
    1. using a trackable shipping service; and / or
    2. purchasing shipping insurance.

9. Contact us

For any questions about this returns policy, please contact us at info@adpt.co 

Last updated: Jan 2024