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Returns and Exchange Policy 

Thank you for shopping at AIMS Industrial Supplies. 

Whilst we do our best to make sourcing industrial and engineering supplies simple and convenient for you, there are inevitably times when, for some reason, you may not be completely satisfied with the product you receive. 

 

Returning the product due to a FAULT, ERROR or DEFECT 

If you choose to return the product because: 

  • We have sent you the wrong one; or 

  • The actual product that you received is damaged or defective; or

  • The actual product does not match the description and specifications in our listing. 

Then you can submit a return request, provided:

  • The product was purchased in the last 30 days. 

  • The product still has its original packaging. 

  • The product isn't used or damaged*. 

  • You have the receipt or proof of purchase. 

*Of course, if you are using your purchase and you believe you have a warranty claim, please email us or call us with the details, and we’ll act to resolve the issue as quickly as possible. 

To return the product, please follow these steps: 

  1. Request a Return Merchandise Authorisation (RMA) here. We will review your request and send you an RMA number once it’s approved. 

  2. Initiate a return request through the Returns Portal, indicating your RMA number and other order details as required by the form. 

  3. Return the product to us within 14 days from the date of RMA approval. 

Important:

  • Please make sure you have an RMA number before actually returning the product. 

 

Returning the product due to CHANGE OF MIND 

If you choose to return the product because: 

  • It does not suit your needs; or 

  • It does not meet your expectations 

Then you can consider submitting a return request, provided:

  • The product was purchased in the last 30 days. 

  • The product still has its original packaging. 

  • The product isn't used or damaged. 

  • You have the receipt or proof of purchase. 

To return the product, please follow these steps: 

  1. Request a Return Merchandise Authorisation (RMA) here. We will review your request and send you an RMA number once it’s approved. 

  2. Initiate a return request through the Returns Portal, indicating your RMA number and other order details as required by the form. 

  3. Return the product to us within 14 days from the date of RMA approval. 

Important:

  • Please make sure you have an RMA number before actually returning the product. 

  • A restocking fee of up to 30% of the product value may apply (see Shipping costs, restocking fees and other charges). 

  • The original shipping cost will not be refunded (see Shipping costs, restocking fees and other charges). 

 

Products that can’t be returned 

These products are not eligible for return: 

  • Items that have been manufactured, altered, modified or ordered by a special arrangement for you 

  • Hazardous materials and flammable liquids 

  • Gift cards/vouchers 

 

Limitations to amount to be refunded 

Upon approval of your return request, you will be refunded the full product price (less any restocking fee), but not necessarily the shipping cost (see Shipping costs, restocking fees and other charges). 

For orders where you have not paid for shipping (eg. orders over $150), the actual shipping cost incurred by AIMS may be deducted from the amount refunded. (See Shipping costs, restocking fees and other charges below.) 

If you bought the product at a discounted price (eg. during a promotional sale), then any exchange/refund will be based on the amount you actually paid (eg. the discounted price at the time of transaction).

If you want to exchange the product to one of higher value, then you must pay for the difference at the price of the product at the time of exchange. 

 

Shipping costs, Restocking Fees and other Charges 

Shipping costs are non-refundable for returns due to a change of mind. 

(If you made your purchase using PayPal PayPal, then you may be eligible to have your shipping costs refunded via PayPal.) 

If you choose to swap the product (eg. for an alternative size), then you may need to pay for the return freight for the replacement product. 

You may be charged a restocking fee of up to 30% of the product value. We’ll let you know if this is the case, so you can decide whether you’d like to keep or return the product. 

 

Guarantees and Warranties 

If the product you bought from us is covered by a guarantee or warranty and you believe you have a claim, please email us or call 02 9773 0122. 

DO NOT send it to the manufacturer.