Refund policy

Refunds & Return Policy

Pacemaker prides itself on manufacturing and supplying highest quality products and services, to this end if something is not right we will move quickly to understand the issue and put things right, this where the rubber hits the road for Pacemaker and its customers.

The Pacemaker refunds and Returns Policy is in addition to and runs parallel with any other rights and remedies you may have under Australian consumer law.

When to return a product

We offer you a replacement, credit or refund where products have a major failure, such as:

  • The goods are clearly faulty,
  • The goods have been wrongly described,
  • Different from a sample shown to you; or
  • Do not do what they are supposed to do

Organising a Return 

We request that you provide your original invoice number when arranging a return.

Contact us on 1300 563 488 between the hours of 8:00am and 4:00pm (AEST) Monday to Friday 

In order to organise a return for you we ideally require the following information :

  • Your invoice number (if you do not have an invoice you will need to provide proof of purchase via a bank statement or similar.)
  • Date of Purchase
  • Your Name
  • Telephone number
  • Valid Reason for returning the product.
  • Should a refund be approved and the original purchase was made with a credit/debit card, it is required that the refund be processed on the original debit/credit card, for that reason we will require those credit card details.
  • The product must be returned in the same condition as when it was purchased and in resaleable condition (including fitting instructions, accessories and packaging).

*Note : If your goods were originally purchased through a third party or trade business you should refer your inquiry to the business you originally purchased the goods from in the first instance and they will communicate the issue back to Pacemaker.

Please do not send stock back without communicating with us first. Returned stock needs to be adequately wrapped and protected against damage in freight before returning to your local Pacemaker Distribution centre.

Cost of returning goods

Any expenses relating to the return of your product to Pacemaker will normally have to be paid by you. Pacemaker reserves the right to charge a handling fee of at least 10% to the value of the returned goods.

Exclusions

Pacemaker cannot offer return and refund where:

  • The product has been modified in any way.
  • The product has been fitted to a vehicle.
  • The product is outside of our warranty terms.
  • You or your customer has simply changed your/their mind.
  • The product was ordered in as a special purchase on your behalf.
  • The product has been used outside of normal or reasonable wear and tear expectations e.g. excessive immersion in or near salt water or continual off road use under extreme conditions.

Your rights under the Australian Consumer Law

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 for 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.

Dispute Resolution

If you feel that your rights under consumer law or our Returns Policy have not been met, please forward your concerns in writing to:

The National Sales Manager

Damien Richter

Email : drichter@pacemaker.com.au