Refund Policy (“Policy”) for Frostline Commercial Ice Machines
General
We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
Any benefits set out in this Policy may apply in addition to your rights under the Australian Consumer Law.
Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
Australian Consumer Law
Under the Australian Consumer Law:
- Our goods and services come with guarantees that cannot be excluded.
- For major failures with the goods, you are entitled to:
- Cancel the purchase; and
- Receive a refund for the price of the goods.
If the failure with the service does not amount to a major failure, you are entitled to:
- A re-supply of the goods within a reasonable time, or
- Cancel the purchase and be provided with a refund of any price paid.
We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
Further information about the Australian Consumer Law and these Consumer guarantees is available from the website of the Australian Competition and Consumer Commission.
If a product or service purchased from us has a major failure (as defined in the Australian Consumer Law), you may be entitled to a replacement or refund. If a product or service has a failure that does not amount to a major failure, you may still be entitled to have the goods repaired under the manufacturer’s warranty terms. Warranty terms differ in our range; please refer to the warranty for each product at the end of this document.
Cancellation and Change of Mind
We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.
Products Damaged During Delivery
In the event that the product you ordered has been damaged during delivery:
- Please contact us as soon as possible.
- Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
- We will arrange to repair or collect the damaged product and replace it with an equivalent product, or provide a refund, provided that you have contacted us within 1 day from the date of receiving the product.
Exceptions
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement, or refund for a product or service purchased by you if:
- You misused the said product in a way which caused the problem.
- The fault or repairs relate to the environment, not a mechanical fault within the product.
- You have not maintained and serviced the products in line with the manufacturer’s guidelines provided with your equipment.
- You have serviced or altered the product against our advice and the manufacturer’s guidelines and recommendations.
- Any other exceptions that apply under the Australian Consumer Law.
Shipping Costs for Returns
In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear the cost of shipping the returned product back to us, as well as any cost of shipping any replacement product to you.
If the returned product can easily be shipped or returned, then you are responsible for organizing the return of the product to us. If the returned product is eligible for repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law), we will reimburse you for the reasonable postage, shipping, or transportation costs.
In the event that we organize and pay for the inspection, postage, shipping, transportation, or collection of a returned product, and it turns out not to be eligible for repair, replacement, or refund under this Policy (including under the Australian Consumer Law), you will be required to pay the costs of any inspection, postage, shipping, transportation, or collection of the returned product.
Response Time
We aim to process any requests for repairs, replacements, or refunds within 7 days of receipt.
How to Return Products
You can contact us using the contact email provided at the end of this Policy to discuss a return, or call us directly on 1300 700 585.
Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used for the original purchase.
To be eligible for a refund, repair, or replacement, you must provide proof of purchase.
You may be required to provide government-issued identification to qualify for a refund, repair, or replacement.
Contact Us
If you wish to speak to us about this Policy or about any refund, repairs, or replacements, please contact us at:
Phone: 1300 700 585
Email: frostline@frostline.com.au
Warranty Terms
- Ice Cube Machines: 2-year Parts and Labour
- Ice Flaker Machines & Dispensers: 1-year Parts and Labour