Refund & Returns
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 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.
1. INSPECTION AND NOTIFICATION
You must inspect the Goods on delivery and, within seven (7) days, notify us in writing of any evident defect, damage, shortage, or non-conformity. Other defects must be notified as soon as reasonably possible. You must allow us to inspect the Goods.
2. RETURN AUTHORISATION (RMA)
All returns must be authorised in advance. Contact us to obtain a Return Merchandise Authorisation (RMA) before returning any Goods. Goods returned without an RMA may not be accepted. The RMA process determines, based on the circumstances and fault, who bears return freight and whether any handling fee applies.
3. DEFECTS, WARRANTIES AND RETURNS
Under the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law, certain statutory guarantees may be implied (the "Non-Excluded Guarantees"). Nothing in this Policy modifies or excludes them. Except as set out in our Terms or the Non-Excluded Guarantees, we make no warranties as to quality or suitability, and our liability is limited to the fullest extent permitted by law.
Consumers If you are a consumer within the meaning of the Act, our liability for failure to comply with a consumer guarantee is limited to the extent permitted by section 64A of Schedule 2. If we are required to replace Goods but cannot, we may refund the amount you paid.
Business customers If you are not a consumer, our liability for any defect or damage is limited to the value of any express warranty provided at our discretion, limited to any warranty we are entitled to where we did not manufacture the Goods, or otherwise negated absolutely.
4. RETURN WINDOW AND CONDITIONS
Subject to your statutory rights, returns will only be accepted within twelve (12) months of the invoice date and provided that: (a) you have complied with Section 1; (b) we have agreed the Goods are defective; (c) the Goods are returned within a reasonable time at your cost (where that cost is not significant); and (d) the Goods are returned in as close a condition to delivery as possible, including all original packaging.
5. DISCRETIONARY (CHANGE-OF-MIND) RETURNS
We are not obliged to accept change-of-mind returns. Where we accept a non-defective return at our discretion, we may require a handling fee of up to twenty-five percent (25%) of the value of the returned Goods plus freight costs. Goods must be in substantially the same condition as delivered and must not have been specially produced or procured at your request. If we are required by law to accept a return, we will do so on the conditions imposed by that law.
6. EXCLUSIONS
Subject to the Australian Consumer Law, we are not liable for any defect or damage arising from: failure to properly maintain or store the Goods; use for a purpose other than that intended; continued use after a defect was apparent; failure to follow our instructions; or fair wear and tear, accident, or act of God.
Installation requirement
All Goods sold must be installed by a suitably qualified and registered electrician. Warranties offered may be voided if Goods are not installed by a registered electrician.
7. REFUNDS AND FREE SHIPPING
Approved refunds are processed to your original payment method within fourteen (14) days of us receiving and assessing the returned Goods, or of us agreeing a refund is payable. Your bank or card provider may take additional time.
Free shipping promotions are available for online orders only and apply within Australia, subject to one exclusion: enclosures shipped to Western Australia (WA) are excluded from free shipping. Freight charges apply to enclosure orders delivered to WA and are calculated at checkout or quoted separately.
8. HOW TO MAKE A RETURN
To request an RMA or report a defect, contact us at sales@tropac.com.au or TRO Pacific Holdings Pty Ltd, 19–27 Fred Chaplin Circuit, Bells Creek QLD 4551. Where there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law prevails.
Last updated: 1 June 2026