Returns and Refunds Policy

This Policy will commence from 1 April 2024. It replaces all other returns and refunds policies of Westan (whether written or not).

Westan wants customers to be completely satisfied with their purchase.

We encourage all customers to read this Policy prior to making a purchase from Westan.

We also recommend that you immediately inspect any goods that you have purchased upon delivery or collection, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

1. Consumer Guarantees and Your Rights under Consumer Law

This Policy does not replace or exclude any rights that apply to you under consumer law, including Australian Consumer Law, New Zealand consumer law, and any relevant statutory instruments and binding regulations in these regions.

If you believe that your purchase fails to meet one or more binding consumer guarantees, then you may be entitled to a remedy.

If there is a major failure, you may seek a refund or replacement (subject to availability), or you may keep the product and seek compensation for any drop in the value. If the failure is considered minor, at our discretion, we may choose to repair the item, process a refund, or replace the item with one of comparable quality, value and function within a reasonable time.

Please contact our Support team if you believe that the goods you have purchased fail to meet a consumer guarantee, or if you wish to discuss your goods. In some cases, we may have to arrange an inspection or consult with the manufacturer of the relevant goods before determining the remedy that you are entitled to.

2. Refunds, Returns and Repairs

To discuss or obtain a remedy, please contact our Customer Support Team.

2.1. To obtain a full refund, the Goods must be returned to us within 14 days, with proof of purchase and unopened in the original packaging.

2.2. A partial refund may be agreed upon on a case by case basis if the Goods have been opened. In these circumstances, the Goods must be returned in their original packaging with all accessories in the box and in a re-saleable condition.

2.3. In some circumstances, we may request that you return the Goods to our service support team to enable us to undertake an assessment of the Goods prior before we provide you with an appropriate remedy.

2.4. Once a designated member of the Westan team assesses the Goods, our Customer Support Team will contact you to discuss an appropriate remedy.

2.5. Where Westan has agreed to provide a full or partial refund to you, Westan will process the refund. Refunds will normally be processed within seven (7) days.

2.6. Exchanges, refunds, and credit notes will be for the original Price of the Goods only. Shipping and handling costs are non-refundable.

2.7. You assume all risk of the Goods and are responsible for delivery costs associated with returning the Goods to us.

2.8. Where Westan considers the Goods to have breached a consumer guarantee, Westan is responsible for the shipping costs to return the goods.

2.9. Returned Goods will be subject to a 15% handling and administration charge.

3. Goods Unavailable for Refund

3.1. Westan will not authorise a refund in the following circumstances:

a. The Goods have been altered, damaged, or used in any manner whatsoever, by the customer, end user or any person other than Westan staff;

b. Goods have been made or purchased on special order (including Goods purchased for special projects or made to order);

c. Goods invoiced to customers more than six months prior to an application for return;

d. Any attempted return to Westan by a customer without first obtaining the consent of the Company’s Account Manager.

3.2. No returns will be accepted unless accompanied by a clearly marked document stating the relevant invoice or delivery docket number with which the Goods were supplied, and Westan’s RA Reference number.