Your Satisfaction is Our Priority
We are committed to delivering high-quality products and ensuring your satisfaction. If you need to return or exchange an item purchased in-store or online, this Returns Policy will guide you. This policy complements your rights under Australian and New Zealand consumer law.
Return / Exchange Form
All returns must include a completed Return / Exchange Form.
You can download and print the form here: Return / Exchange Form
Include this form inside your return package for postal returns, or bring it with you for in-store returns.
Product Assessment
Some returns may require a product assessment to determine if a repair, replacement, or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment.
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Minor faults: repaired by the manufacturer and returned within a reasonable time.
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Major failures: eligible for refund or replacement.
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Our store team can provide manufacturer contact details if you wish to liaise directly.
Claim Period
Consumer guarantees under Australian and New Zealand law are not limited by a fixed timeframe. The warranty period depends on the product’s nature, price, and packaging. Contact our Support Team for details about your product’s claim period.
Return Expenses
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In-store returns: expenses are normally paid by you.
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Online purchases: we cover return shipping costs for products assessed as having a major failure.
Pre-Order Cancellations
Customers may cancel a pre-order at any time prior to dispatch.
Please note that a 10% handling fee will be deducted from the refund to cover administrative costs.
Refunds will be processed using the original payment method once the cancellation has been confirmed.
Exclusions
Refunds, replacements, or repairs may not be offered if you:
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Substantially modify the product
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Misuse the product contrary to instructions or labels
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Simply change your mind
Certain products are excluded unless faulty, including:
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Tailor-made customer orders
Your Rights Under Australian Consumer Law
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You are entitled to replacement or refund for a major failure.
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Compensation for any reasonably foreseeable loss or damage.
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Repair or replacement if the product fails to meet acceptable quality and it does not amount to a major failure.
Product Returns
In-Store Returns
To return an item in-store successfully:
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Show your receipt or proof of purchase.
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Return the item in its original condition (manuals, accessories, packaging, tags).
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Provide any extra information needed to process your return.
Items purchased in-store cannot be returned by post, including products under manufacturer warranty.
Online Purchases – In-Store Returns
You may return online purchases to your nearest PowerMowers store for fast processing.
Requirements:
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Receipt, invoice or order number information.
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Original condition including manuals, accessories, packaging.
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Provide any additional information needed to process the return.
Refunds & Restocking Fees
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A restocking fee of 5% may apply for refunded returns.
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Refunds are issued to the original payment method (debit/credit card).
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Return items in original condition with manuals, accessories, tags, and packaging.
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Shipping fees are non-refundable unless the item is faulty.
Return to Sender (RTS) Parcels
If a parcel is returned due to:
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Incorrect/incomplete shipping address
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Parcel not accepted at delivery
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Parcel not collected within the holding period
A refund for the items only will be issued. Original shipping charges are non-refundable. New shipping fees apply if the order is resent.
Refund Without a Receipt
While having a receipt is preferred, our store team may assist with exchanges or refunds without one.
Important:
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Return items in original condition with manuals, accessories, tags, and packaging.
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All debit/credit card refunds will be credited back to the original card used.
Exchanges & Wrong Items
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In-Store Exchange: Return online purchases to your nearest store for fast processing. Bring proof of purchase and the item in original condition.
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Return via Post: Returns by post may take up to 14 days to process. We will contact you to resolve any issues.
Bulky Items (Over 15kg)
For online orders over 15kg, contact our Customer Care Team via email to arrange a courier pickup.
