Refund policy
Returns and refunds
We assess every return individually, so you must speak with our team before sending anything back. You can request a return within 10 days of receiving your order.
To be accepted, a return needs:
- the item unused, in its original packaging, with manuals and accessories
- proof of purchase, such as your invoice number
- agreement on the return from both you and Savwinch
We don't offer refunds for change of mind, ordering the wrong size, or misuse of the product. All freight costs are at your cost unless we agree otherwise. If we accept a return and agree to a refund, a 20% restocking fee of the invoice value applies.
We're committed to upholding the Australian Consumer Law for all refunds and returns.
Cancelling an order
Before your order is dispatched, you can cancel all or part of it (including an order we've already accepted) for reasons beyond your control, such as loss of employment, serious injury, or illness, and we have no liability for that cancellation. Orders can't be cancelled for change of mind. Let us know the reason before dispatch, as orders can't be cancelled once dispatched. A 20% restocking fee may apply to cancelled orders.
Your statutory rights
Nothing in this policy limits, restricts or modifies your rights under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law guarantees. If a product fails to meet a consumer guarantee, you are entitled to a remedy in line with that guarantee. For major failures you have the right to choose between a refund, replacement, or repair. For minor failures we may choose to repair, replace or refund.
How to start a return
Call or email us with your invoice number and a description of the issue. We'll reply with the next steps, including return shipping instructions and any conditions agreed for your refund.
