Returns & Warranty Policy

Last Updated: 14 September 2023 

1. Introduction 

This is our Refund & Warranty Policy, which explains how we process refunds, returns and warranty claims. 

This Policy forms part of, is subject to, and must be read with our Terms of Service and Shipping Policy

2. Your Consumer Law Rights 

2.1. Customers within Australia 

The following paragraph applies to you if you are deemed to be a "consumer" within the meaning of the Australian Consumer Law (ACL): 

Our goods come with guarantees that cannot be excluded under the ACL. 
You are entitled to a replacement or refund for a major failure and 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. 

2.2. Customers outside Australia 

If you are not in Australia, you may have rights that apply to you under consumer protection legislation in your country or jurisdiction. 

2.3. Express warranties and guarantees 

To the extent that our goods are supplied with any express warranties or guarantees, such as a manufacturer's warranty, those warranties or guarantees will apply in addition to your Consumer Law Rights. 

2.4. Protection under your Consumer Law Rights 

Nothing in this Policy excludes, restricts or modifies your Consumer Law Rights to the extent that such Consumer Law Rights cannot be lawfully excluded, restricted or modified. 

3. Warranty Claims 

3.1. How to make a warranty claim 

If you believe you are entitled to make a claim under your Consumer Law Rights, or under an express warranty or guarantee, you should contact us as soon as possible. 

We ask that you contact us prior to returning any goods to us.

Prior to providing you with a refund or replacement, we may ask you to provide sufficient details or evidence of your claim, such as providing us with proof of purchase, Order details, or photograph(s) of the relevant product(s). 

3.2. When you are not entitled to a refund or replacement 

Subject to your Consumer Law Rights, we are not required to offer a refund or replacement because you: 

(a) got what you ordered, but simply changed your mind, found the goods cheaper somewhere else, decided you did not like the goods, or had no use for goods; 

(b) misused the goods in any way that caused the problem; or 

(c) knew of, or were made aware of, any faults before you bought the goods. 

Subject to your Consumer Law Rights, we may not be required to offer a refund or replacement under an express warranty or guarantee where you have not complied with the terms of that warranty or guarantee. 

We may accept returns of such items under our Change of Mind Policy below. 

4. Change of Mind Policy 

Our Change of Mind policy applies in addition to your Consumer Law Rights. We will accept returns of goods within 30 days after delivery, subject to the following conditions: 

(a) You must contact us to initate the return within 30 days after delivery of the relevant goods; 

(b) The relevant goods must be returned to, and received by us, unused and in good condition, with all product packaging, labels, accessories and documentation; 

(c) You will be responsible for the cost of return postage or delivery of the relevant goods. Original delivery charges will not be refunded except where your Consumer Law Rights apply; 

(d) Appropriate proof of purchase (such as a tax invoice or order confirmation) must be provided or confirmed by us; and 

(e) All items accepted under our Change of Mind policy will be subject to a Restocking Fee, which will be deducted from the refund amount. 

5. Returning goods to us 

5.1. Before you return goods to us 

We ask that you contact us to discuss your return before returning goods to us. 

In some circumstances we may, at our sole discretion, decide to issue a refund or replacement item without requiring return of the original item. 

To the extent possible, all goods should be returned to us unused and in good condition, with all original packaging, labels and documentation. 

5.2. If your product contains user-generated data 

Some products have features that allow for storage of user-generated data. The following paragraphs apply to these items when returned for repair or replacement:

The repair of your goods may result in the loss of any user-generated data. 
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. 
Please ensure that you have made a copy of any data saved on your goods. 

You will be responsible to backup or delete any user-generated data stored on the product prior to returning it to us. To the maximum extent permitted by law, we do not accept responsibility for the loss, non-recovery, deletion, corruption or modification of any user-generated data stored on any product returned to us. 

5.3. Return Postage / Delivery Costs 

Subject to your Consumer Law Rights, if you return the relevant products to us for assessment of your claim, you will be responsible for the cost of return postage or delivery. 

If we determine you have a valid warranty claim or a claim under your Consumer Law Rights, you may be entitled to reimbursement of the cost of return postage or delivery subject to providing us with suitable proof of payment for those costs. 

5.4. Risk of loss or damage during transit 

All returned goods remain at your risk until received by us. 

When returning a product, you should ensure the product is suitably packaged for transport. We also recommend that you consider purchasing transit insurance for valuable items. 

To the extent permitted by law, we do not accept responsibility for any loss or damage that occurs during transport of the goods. 

5.5. Rejection of warranty claim 

If we decide to reject your warranty claim, we will contact you to discuss your options.

If we return the relevant goods to you, we reserve the right to charge additional postage / delivery fees and require such fees to be paid prior to shipping the items back to you. 

6. Limitation of liability 

Subject to any Consumer Law Rights you have, where you acquire goods or services other than those of a kind ordinarily acquired for personal, household or domestic use or consumption, our liability for the failure to meet a statutory guarantee or any other warranty or guarantee that is otherwise implied is limited to: 

(a) in relation to goods: 

(i) the replacement of the relevant goods or the supply of equivalent goods; 
(ii) the repair of the relevant goods; 
(iii) the payment of the cost of replacing the relevant goods or of acquiring equivalent goods; or 
(iv) the payment of the cost of having the goods repaired. 

(b) in relation to services: 

(i) the supplying of the relevant services again; or 
(ii)the payment of the cost of having the relevant services supplied again. 

Except where Consumer Law Rights apply, to the maximum extent permitted by law, we exclude all liability for any claim arising from your use of this website or any goods or services provided by us, including but not limited to claims, whether arising under contract, tort (including negligence), strict liability, or otherwise, for direct, indirect, consequential, special or punitive loss or damages of any kind, personal injury or death, legal costs, loss of income, loss of profit, or loss of data whatsoever. 

To the maximum extent permitted by law, we will not be liable for any loss or damage arising due to the ocurrence of an Uncontrollable Event, including as a result of delay, frustration or prevention of performance of our obligations due to such Uncontrollable Events. 

7. General 

7.1. Definitions 

Unless the context otherwise requires, the following words and phrases used in this Policy will have the meanings set out below: 


The Australian Consumer Law, which is Schedule 2 to the Competition and Consumer Act 2010 (Cth). 

Consumer Law Rights 

The rights conferred on you as a "consumer" under the ACL or equivalent consumer protection legislation in your country or jurisdiction. 


An order placed on our website. 

Restocking Fee 

An amount equivalent to 20% of the original purchase price of the relevant item or Order, inclusive of applicable taxes. 

Shipping Policy 

The Shipping Policy published on our website. 

Terms of Service 

The Terms of Service published on our website. 

Uncontrollable Event 

Any event or occurrence that is beyond our reasonable control, including but not limited to: acts of God, accidents, natural disasters, pandemics, outbreaks of disease, fires, floods, earthquakes, tsunami, storms, and other extreme meteorological and weather events and phenomena; wars, radiation, nuclear incidents, invasion, acts of terrorism, riots, disruptions to government or law and order, and civil unrest; industrial action, work stoppages and strikes; imposition of laws, rulings, policy and regulations; imposition of quarantine, embargoes, trade sanctions and customs clearance regimes or restrictions; shortages of labour or materials; disruptions to mail, shipping, freight, transportation or cargo services; disruption or failure of telecommunications or information technology infrastructure, systems and software; or disruption or loss of access to, or corruption or loss of, data due to unauthorised intrusion, interception, hacking, denial-of-service attacks, computer viruses, malware or other malicious computer code. 

we / us / our 

The County of Bourke Pty Ltd trading as ATKM (ABN 20 138 673 060). 

7.2. Interpretation 

This policy forms part of, and is to be interpreted in the same manner, our Terms of Service.