Refund policy

At TW Automate, we comply with the Australian Consumer Law (ACL) and are committed to ensuring your rights are protected. Our policy includes your rights to a refund, repair, or replacement depending on the issue, and goes beyond a simple change of mind.

30-Day Return Policy (Change of Mind)

We offer a 30-day return period for eligible items. You have 30 days from the date you receive your item to request a return.

To be eligible:

  • Items must be unused, in original condition, with all packaging and tags intact.

  • A receipt or proof of purchase is required.

  • Custom-made or clearance items are not eligible under this policy (see below for exceptions under ACL).

To initiate a return, email: support@twautomate.com.au

If approved, we’ll provide you with return instructions and a shipping label. Please do not send items back without contacting us first.

Custom-Made & Non-Returnable Items

Please note:

  • Customised, made-to-order, or special-order products cannot be returned or refunded for change of mind.

  • This exclusion applies regardless of whether production has commenced at the time of your request.

  • Your statutory rights under the ACL still apply if a custom-made item is faulty, significantly different from its description, unsafe, or unfit for purpose.

If you’re unsure whether your order qualifies as custom-made or non-returnable, please contact us before placing your order.

Your Rights Under Australian Consumer Law

You are entitled to a refund, replacement, or repair if a product:

  • Has a major problem (e.g. unsafe, significantly different from the description, or unfit for purpose);

  • Arrives damaged or defective;

  • Is not as described or advertised.

You are not entitled to a refund for a change of mind under Australian law.
 However, we still offer our 30-day goodwill return window for eligible items as noted above.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery. If the item is faulty, damaged, or incorrect:

  • Contact us immediately at support@twautomate.com.au with photos and a description of the issue.

  • We will assess the situation and advise whether a refund, replacement, or repair is appropriate, in line with your ACL rights.

Warranty

At TW Automate, all eligible products are backed by our standard 1-Year Limited Warranty, in addition to your rights under the Australian Consumer Law (ACL). This warranty covers defects in materials or workmanship under normal use during the warranty period.

What’s Covered:

  • Faults due to manufacturing defects
  • Electrical or mechanical failure not caused by misuse, improper installation, or external damage
  • Warranty applies to products used as intended in standard industrial or commercial settings

Manufacturer Warranties:

Where applicable, some products may include additional or extended manufacturer warranties. These terms are defined by the manufacturer and may vary. We will support you in facilitating a claim with the manufacturer where relevant.

How to Claim:

To make a warranty claim, contact us at support@twautomate.com.au with:

  • Proof of purchase
  • Description of the issue
  • Relevant photos or videos

If your item is covered, we will arrange for repair, replacement, or refund in accordance with the warranty terms and ACL.

Please note: Warranty claims do not cover damage caused by improper use, accidental damage, or unauthorized modifications.

Exceptions – Non-Returnable Items

The following items cannot be returned for change of mind:

  • Customised or made-to-order products
  • Hazardous materials or flammable liquids
  • Clearance/sale items

Feel free to reach out to confirm whether your item qualifies before ordering.

Exchanges

To exchange an item, we recommend returning the item first (if eligible), then placing a separate new order once your return is approved.

International Orders – EU Cooling-Off Period

If your order is shipped to the European Union, you are entitled to a 14-day cooling-off period under EU law. This allows you to cancel or return your order within 14 days without a specific reason. Items must be unused, in original packaging, and include proof of purchase.

(This provision does not override exclusions for custom-made items.)

Refunds

Once your return is received and inspected, we’ll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.

Please note:

  • Banks and card issuers may take additional time to process refunds.

  • If you haven’t received your refund after 15 business days, contact us at support@twautomate.com.au