Refund policy

At Northern Territory Consumables, we want to ensure your experience is as seamless as possible. Our policy is designed to be fair to you while complying with the Australian Consumer Law (ACL) and Northern Territory regulations.

1. Consumer Guarantees

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Damaged or Defective Items

Please inspect your order upon receipt. If you receive goods that are damaged, defective, or incorrect:

  • Notification: You must notify us in writing within seven (7) days of delivery.

  • Inspection: To process your claim, we may require photos of the defect or ask you to allow us to inspect the goods.

  • Remedy: If the defect is verified as a manufacturing fault or shipping damage, we will offer a repair, replacement, or refund in accordance with your rights under the ACL.

3. "Change of Mind" Returns

We are not legally required to provide a refund or replacement if you simply change your mind, found the product cheaper elsewhere, or decided you no longer have a use for the item.

However, at our absolute discretion, we may accept "change of mind" returns under the following conditions:

  • The request is made within a reasonable timeframe.

  • The goods are returned in their original, unused condition and packaging.

  • Restocking Fee: A handling fee of up to 15% of the value of the goods, plus any original freight costs, will be deducted from your refund or credit.

  • Return Shipping: You are responsible for the cost of returning the item to us.

4. Second-Hand Goods

For any second-hand items sold, please note that while consumer guarantees still apply, they are considered in the context of the item's age, price, and condition at the time of sale. If you are a business purchaser (non-consumer under the CCA), these items are sold "as-is" with all faults disclosed or observable upon inspection.

5. Exclusions

We cannot offer a refund or replacement if the product has been:

  • Misused, stored incorrectly, or used for a purpose other than its intended design.

  • Subjected to fair wear and tear or accidental damage after delivery.

  • Used after a defect became apparent (failing to act as a "reasonably prudent operator").

6. How to Start a Return

To start a return, please contact us at orders@ntconsumables.com.au with your order number and details of the issue. Items sent back to us without first requesting a return may not be accepted.