Returns and refunds.
If something is wrong, we will fix it. If you just changed your mind, you have a window for that too.
Faulty or not as described
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
If your item arrives faulty, damaged or different to how it was described, email us with your order number and photos. We will arrange a repair, replacement or refund and we will pay the return postage.
Change of mind
You can return an item within 14 days of delivery if you have changed your mind, as long as:
- it is unused and in the same condition you received it, in its original packaging,
- you contact us first at enquiries@spannerscience.com with your order number, and
- you pay the postage to send it back.
Once the item arrives and we have checked it, we refund the price of the item to your original payment method. The original shipping cost is not refunded for change-of-mind returns. Items that have been installed, used or modified cannot be returned for change of mind, although your rights for faulty goods above are not affected.
If you are not sure a part will fit your machine, please ask us before you order. It is much easier than a return.
How to return something
Email us first. We will reply with the return address and what to do next. Please do not post anything back without contacting us, and we recommend using a tracked service, as we cannot be responsible for parcels lost on their way back to us.
Cancelling an order
If your order has not shipped yet, email us as soon as possible and we will cancel it and refund you in full.
International orders
The same policy applies. Return postage is paid by you for change of mind, and any import duties, taxes or customs fees you paid to your country are set by them and cannot be refunded by us.
Refund timing
Approved refunds are sent back to your original payment method. After we issue a refund, your bank or card provider can take several business days to show it.
This policy does not limit your rights under the Australian Consumer Law.