Return Policy

WARRANTY, LIABILITY and REFUND POLICY

At Elevate Survey Supplies, we comply with the Australian Consumer Law (ACL).

1. Your Rights

Our goods come with guarantees that cannot be excluded. You are entitled to:

a replacement or refund for a major failure;
compensation for any reasonably foreseeable loss or damage from a failure; and
repair or replacement if the goods are not of acceptable quality and the failure is not major.

2. Major Failures

If a product has a major failure (unsafe, substantially unfit for purpose, significantly different from its description, or cannot be fixed within a reasonable time):

You may choose a refund or replacement; or
You may keep the item and receive compensation for the drop in value.

3. Minor Failures

If the problem can be fixed within a reasonable time, we may choose to repair, replace, or refund the product.

4. Exclusions

Consumer guarantees do not apply where:

damage arises from misuse, neglect, or use outside the product’s intended purpose;
products have been modified, altered, or incorrectly installed;
natural variations occur in timber or other natural materials;
the product has worn out through normal use;
you knew about the fault before purchase.

These exclusions apply only to the extent permitted by law and do not exclude or limit your rights under the Australian Consumer Law.

5. Change of Mind Returns

We are not required to accept returns for change of mind. If we agree to accept a change of mind return:

a 20% restocking fee applies;
delivery costs are non-refundable.

6. Proof of Purchase

Proof of purchase is required for all claims.

7. How to Claim

Contact us at admin@elevatesurvey.com.au as soon as possible after discovering a problem. We may inspect the product ourselves or, if necessary, refer it to the manufacturer or an authorised repair agent.

Returns Process Guide – Elevate Survey Supplies

At Elevate Survey Supplies, we want returning a product to be simple and stress-free. This guide explains how to return products and what to expect.

1. Check Your Eligibility

Before making a return, confirm that your product:

Has a fault covered under Australian Consumer Law (ACL); or
Is being returned for a change of mind (restocking fee may apply).

ACL-covered faults include:

Major failure (unsafe, unfit for purpose, or significantly different from description)
Minor failure (not of acceptable quality, but repairable)

Not eligible for ACL return:

Misuse, neglect, or damage
Normal wear and tear
Change of mind (unless we agree)
Fault known before purchase

2. Notify Us

Please provide:

Your name and contact details
Proof of purchase (invoice or order confirmation)
Description of the issue

3. Inspection and Assessment

We may inspect the product ourselves or, if necessary, refer it to the manufacturer or authorised repair agent.
This helps determine whether it qualifies for repair, replacement, or refund.

4. Return Instructions

If your product qualifies for return:

Secure the product in its original packaging if possible.
Include proof of purchase and any relevant correspondence.
Send it to the address provided by our customer service team.

Important: You are responsible for safe packaging to prevent further damage during shipping.

5. What Happens Next

Major Faults: You may choose a replacement, refund, or compensation for diminished value.
Minor Faults: We will repair, replace, or refund the product within a reasonable timeframe.
Change of Mind: If accepted, a 20% restocking fee may apply, and delivery costs are non-refundable.

6. Timeline

We aim to assess returns within 5 business days of receiving the product.
Repairs or replacements are typically processed within 10–15 business days, depending on stock availability or manufacturer assessment.
Refunds are issued via the original payment method once the return is approved.

7. Need Help?

If you have questions about the return process, or are unsure whether your product qualifies:

Email: admin@elevatesurvey.com.au
Phone: (08) 6507 2948

Our team will guide you through the process and provide the return address or shipping instructions.

Warranties, Liabilities, and Resale

1. No Transfer of Warranties or Liabilities

To the maximum extent permitted by law, all warranties, guarantees, indemnities, or liabilities provided by Elevate Survey Supplies are strictly limited to the original purchaser of the products. Such rights are personal to the original purchaser and may not be transferred, assigned, sublicensed, resold, or otherwise passed on to any third party, including but not limited to customers, contractors, subcontractors, agents, resellers, or other entities.

2. Resale and Distribution

The products supplied by Elevate Survey Supplies are provided solely for use by the original purchaser and must not be resold, distributed, or otherwise supplied to any third party without the prior written consent of Elevate Survey Supplies. Where Elevate Survey Supplies provides such written consent, the purchaser acknowledges and agrees that:

(a) the purchaser is solely responsible for all representations, warranties, statements, or claims made in connection with the resale or distribution of the products;

(b) the purchaser must not represent to any third party that Elevate Survey Supplies provides any warranty, guarantee, or liability in relation to the products beyond those required by the Australian Consumer Law; and

(c) the purchaser indemnifies and holds harmless Elevate Survey Supplies from and against any claims, losses, damages, costs, or liabilities arising out of or in connection with the resale, distribution, or onward supply of the products.

Nothing in this clause affects the rights of end consumers under the Australian Consumer Law, which remain the responsibility of the reseller in respect of their customers.

3. Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or condition implied or imposed by the Australian Consumer Law or any other applicable legislation that cannot lawfully be excluded or limited. Where permitted by law, Elevate Survey Supplies’ liability for a breach of such a condition, warranty, or guarantee is limited, at Elevate Survey Supplies’ option, to the replacement of the goods or the supply of equivalent goods, or the repair of the goods.

Warranty, Liabilities and Returns Policy