Refund and Returns Policy
Arbor Mech Return Policy
At Arbor Mech, we manufacture high-performance arborist machinery designed for professional use. Due to the specialised, made-to-order and heavy-duty nature of our products, all sales are final. We do not accept returns or offer refunds for change of mind, incorrect selection, or improper use.
Product Faults / Issues on Delivery
If you believe your product has a manufacturing defect or arrives in a condition that is not fit for use, you must notify us in writing within 7 days of receiving the item. We will assess the issue to determine whether it falls within a manufacturing defect.
Where a valid defect is identified, Arbor Mech will, at its sole discretion, arrange for repair or replacement.
Warranty
As the manufacturer, Arbor Mech does not provide an ongoing warranty beyond assessment and rectification of proven manufacturing defects discovered upon delivery. Normal wear and tear, improper use, lack of maintenance, modifications, or damage caused by misuse are not considered defects.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL). If a product is found to have a major failure under the ACL, you are entitled to a replacement or refund. For minor issues, Arbor Mech may choose to repair the item within a reasonable time.
Need Assistance?
To avoid incorrect selection or misuse, we encourage all buyers to consult with our team prior to purchase for product suitability and operational guidance.
Arbor Mech Refund Policy
At Arbor Mech, we manufacture professional-grade arborist equipment built to order and designed for long-term commercial use. Due to the custom and specialised nature of our products, we do not offer refunds for change of mind, incorrect purchase, or improper use. All sales are final once payment has been made.
When a Refund May Be Considered
A refund will only be considered in accordance with the Australian Consumer Law (ACL) where a product is found to have a major manufacturing failure that cannot be repaired or reasonably replaced.
Examples where a refund would not be applicable include (but are not limited to):
- Incorrect product choice by the customer
- Uncertainty or misunderstanding of features/specifications
- Issues due to misuse or lack of maintenance
- Normal wear and tear
- Delays outside Arbor Mech’s control (e.g. freight delays)
- Commercial downtime caused by equipment failure
Defective Products on Arrival
If you believe your product is defective upon delivery, you must notify us within 7 days with:
- Order/invoice number
- Description of the issue
- Supporting evidence (photos/videos)
We will assess the claim. If a valid manufacturing issue is confirmed, we may arrange for a repair or replacement at our discretion. Refunds will only be issued if required under the ACL due to a major failure.
Refund Processing
Approved refunds (where required under the ACL) will be processed via the original payment method within 14 business days of approval. Delivery/shipping charges are non-refundable unless the issue falls under a major failure attributable to Arbor Mech.