Service & Payment Policy

Updated August 2026

Our services include the supply, installation and commissioning of products and equipment. Our pricing is based on the scope of work agreed with the customer prior to commencement.

Payment

Unless otherwise agreed in writing, payment is due upon completion of the job.

We do not offer customer accounts or credit terms as standard. Any account arrangements, extended payment terms or other credit arrangements must be agreed with us prior to commencement of the work.

Where no prior account arrangement has been approved, payment is required on completion. We accept cash, credit card and bank transfer.

Additional Work & Variations

Our quoted price covers the agreed scope of works. Any additional work requested by the customer, or work required as a result of circumstances outside the original scope, may incur additional charges.

This may include additional labour, materials, equipment, access requirements, troubleshooting or return visits.

Where reasonably practicable, we will advise the customer of additional costs before carrying out the additional work.

Warranty Work

Warranty work is handled in accordance with our Returns & Warranty Policy. Where a fault is covered by manufacturer warranty, our standard warranty labour is generally provided at no additional charge, subject to the access and commercial conditions outlined in that policy.

Warranty service does not waive or alter any outstanding payment obligations relating to other completed works, variations or non-warranty services.

Returns, Warranty & Service Policy

Because we supply and install our products as part of a complete service, our returns and warranty policy takes into account both the products supplied and the labour involved in installation.

1. Change-of-Mind Returns

We do not accept returns, cancellations or refunds for change of mind.

This includes situations where a customer:

  • No longer wants the product;

  • Has changed their preference after installation or supply;

  • Has purchased the wrong product or selected the wrong option;

  • Decides they would prefer a different product after the work has been completed.

Where appropriate, we are always happy to discuss a customer's concerns and see whether there is a reasonable solution. However, any return, replacement or other resolution for a change-of-mind request is at our discretion and is not guaranteed.

2. Faulty or Defective Products

If a product we have supplied and installed develops a fault or stops working during the applicable warranty period, contact us and we will sort it out.

We will assess the issue and, where the product is covered by warranty, arrange an appropriate remedy. Depending on the circumstances, this may include repair, replacement or another remedy available under the applicable warranty and Australian Consumer Law.

We source our products through Australian suppliers and work with the relevant supplier or manufacturer where required to resolve warranty claims.

3. Labour During Warranty

Where a product is confirmed to be covered by warranty, we will generally attend and carry out the required warranty work without charging for our standard labour.

This does not include additional costs arising from unusual or specialised access requirements.

For example, additional charges may apply where the warranty work requires:

  • Scissor lifts;

  • Elevated work platforms;

  • Cranes or specialised lifting equipment;

  • Specialised access equipment;

  • Other third-party equipment or services required to safely access the installation.

For domestic installations, we will generally arrange and absorb normal access requirements as part of our warranty service.

For commercial installations, specialised access requirements and associated third-party costs may be charged to the customer, particularly where equipment such as a scissor lift or elevated work platform is required.

We will advise the customer of any applicable additional costs before proceeding wherever reasonably possible.

4. Warranty Does Not Cover Damage or Misuse

Warranty coverage applies to faults or defects covered by the relevant product warranty and Australian Consumer Law.

It does not necessarily cover damage caused by:

  • Misuse or accidental damage;

  • Incorrect operation;

  • Unauthorised modification or repair;

  • Neglect;

  • External damage or interference;

  • Conditions outside the product's intended use;

  • Other circumstances not covered by the applicable manufacturer or supplier warranty.

If an issue is found not to be a warranty matter, we will explain the situation and, where possible, provide a quote for the required repair or replacement.

5. Contact Us About Any Issue

If you are unhappy with a product, installation or the way something is performing, please contact us as soon as possible.

We would rather have the opportunity to inspect and resolve an issue than leave a customer unhappy.

Where something we have supplied or installed has gone wrong, we will work with you to determine what has happened and the appropriate way to resolve it.

6. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Where a product or service does not meet the consumer guarantees provided by Australian Consumer Law, those rights continue to apply regardless of this policy.

For warranty or service enquiries, please contact us with your invoice or job details and a description of the issue. Photos or videos of the fault may also help us assess the issue and arrange a resolution more quickly.