Returns Policy

Returns
Our returns policy is in addition to your rights under the Australian Consumer Law, because we want you to be happy with your purchase.
Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, Fire Hose Warehouse will offer an exchange or refund provided that:

  • You return the item/s within 30 days of purchase;
  • You include a copy of the original sale invoice or other adequate proof of purchase;
  • The item is in re-saleable condition, meaning that:

- It is in its original packaging, including all accessories; and

- It is unworn, unused, unassembled (if originally supplied unassembled) and in its original condition;

  • The product is not one where a change of mind return is not available (see below);


If these requirements are not satisfied, Fire Hose Warehouse reserves the right not to offer an exchange voucher or refund for change of mind returns.

Goods on which a change of mind return is not available

Fire Hose Warehouse will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Products that have been custom manufactured or assembled for you i.e. not listed in our Fire Hose Warehouse website


These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other Returns

Fire Hose Warehouse will accept product returns and provide you with an exchange voucher, or refund where:

  • The product is faulty or is not of acceptable quality; or
  • The product is not fit for its intended purpose; or
  • The product does not match the sample or our description; and
  • You can provide your original tax invoice or other adequate proof of purchase.


Fire Hose Warehouse reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

All returns must be returned to Fire Hose Warehouse at the expense of the consumer, in an unused and new condition. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request for refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a reasonable number of business days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@firehosewarehouse.com.au.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@firehosewarehouse.com.au and send your item to: Pacific Industrial Access P/L, 11 Lieber Grove , Carrum Downs VIC 3201, Australia.

Shipping Returns
To return your product, you should mail your product to: Pacific Industrial Access P/L, 11 Lieber Grove, Carrum Downs VIC 3201, Australia

You will be responsible for paying for your own shipping costs for returning your item. The original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on your postcode, the time it may take for your exchanged product to reach us may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We reserve the right to not guarantee that we will receive your returned item.


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 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.

When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.

When returning a product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction. If you do not have adequate proof of purchase, you will be asked to provide photo or other suitable identification containing your full name, signature and expiration date, so that your name and signature can be verified. The identification information you provide may be accessed by authorised Fire Hose Warehouse team members and authorised third parties for the purpose of fraud investigations and fraud protection activities. Information collected will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request, where required or authorised by law.

Fire Hose Warehouse reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

If you wish to access your personal information, please contact Fire Hose Warehouse on 03 9770 8886.

Fire Hose Warehouse is committed to protecting the privacy of your personal information. Please refer to our Privacy Policy at www.firehosewarehouse.com.au/policies/privacy-policy


Proof of Purchase

Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

  • A copy of the original Fire Hose Warehouse tax invoice;


Note: Refunds will only be issued using your original payment method (includes the same card as purchase);