Returns

Important Notice: The following policies apply only to purchases made on or after 14th June 2024. For purchases made prior to this date, different terms and conditions will apply. Please contact our Customer Service team for more information regarding returns, refunds, and warranties on purchases made before 14th June 2024.

Godfreys will, upon return of a product, offer you a refund, repair or exchange within a reasonable time in accordance with the Competition and Consumer Act 2010 (Cth). Refunds, repairs and exchanges will only be offered if you are able to provide a receipt or other satisfactory proof of purchase and if:

  • A product is damaged or faulty through no fault of your own (provided you were not aware or made aware of the defects prior to purchase) and you can provide evidence of the damage/fault;
  • A product is not fit for its normal purpose; or
  • Incorrect goods were supplied.

Change of Mind Returns for Online Orders

If you simply change your mind for an online purchase, and the product(s) are unopened and still in their original packaging, you may return them to our warehouse within 30 days of purchase at your own cost for a full refund. You must also provide proof of purchase. To organise a return, please contact our Customer Service team via the Contact Us form.

Goods Damaged in Transit

If any part of your order arrives damaged, please contact our Customer Service team as soon as you can. If an order arrives damaged, we will arrange either a replacement or refund as well as arrange collection of the damaged product. Please note we may require evidence of the damage to the product(s). Claims must be submitted within 2 days of receiving your item. Failure to do so may result in your claim being denied. 

Refunds

All approved refunds will be processed by the Godfreys Support Office in Melbourne. We endeavour to process all refunds within 7 business days of approval. To enquire about returning an online order from Godfreys, please contact our friendly Customer Service team.

Nothing contained in this warranty is intended to restrict, modify or exclude the operation of any of the provisions contained in Part 3-2 of the Australian Consumer Law or any similar legislation or substituted amendment, including provisions allowing for refunds for defective goods.

Defective Product

You have rights under Australian Law if the product you bought has a defect. Those rights are summarised below or available via the ACCC website.

If the product has a minor defect, Godfreys may choose:

  • Refund
  • Replacement with identical product, or
  • Repair

If the product has a major defect, you may choose either:

  • Refund
  • Replacement with identical product or product of similar value, or
  • Repair

A major defect is where a product:

  • Has a problem that would have stopped you from buying the item if you had known about it
  • Is unsafe
  • Is significantly different from the sample or description shown to you, or
  • Doesn't do what the product or Godfreys (including sales staff) said it would.

If you agree to a repair of a product with a major defect, you are still entitled to refund or replacement at any time. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Exclusions and Qualifications

Godfreys is not obliged to repair or accept the return of any product if:

  • The defect was caused by your misuse - you were aware of the defect or did not notice an obvious defect before purchase
  • You have thrown away, destroyed, lost or damaged the product
  • You’re unable to provide reasonable proof of purchase (e.g. receipt, lay-by agreement, receipt number, credit card statement, completed warranty card, warranty number linked to online warranty scheme)
  • The period of time since purchase of the product is longer than the product could be reasonably expected to remain defect-free.

How to Claim a Warranty 

A warranty or defective product claim can be made through the website via the Contact Us form.

  • You must provide to Godfreys proof of purchase by you of the product to make a warranty claim.
  • Repairs or replacement of products will only occur after evaluation by a qualified Godfreys technician or an authorised technician from a manufacturer or associated company in order to confirm if a product is defective.
  • You are responsible for the cost of returning any product to us. Our customer service team can assist you with details.
  • You may be asked to drop your item off at one of our authorised repair agents. 
  • We will process your warranty claim as quickly as possible. Godfreys will attempt to dispatch any repaired or replacement product to you within 7 days of receipt of any defective product from you, provided that you have given Godfreys proof of purchase, the parts required for repair are available or a replacement product is available (as the case may be).
  • We reserve the right to charge you for any repairs, service, and blockage clearance in respect of a product that you have returned to Godfreys as defective, but which on inspection, is found not to be defective. We will seek your approval to carry out any repairs or service before undertaking such work or incurring any cost to you.

ITEM RETURN

  • If necessary your item may need to be returned. Smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process.

TECHNICAL ASSESSMENT

  • Your item will be assessed by our technicians. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.

REPAIR OR REPLACEMENT

  • We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement.

 

RETURN DELIVERY

  • We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Godfreys.