Introduction
Industrial Experts is committed to providing high‑quality sealing products, rubber materials, gaskets and customised cutting services throughout Australia. This Refunds & Returns Policy explains how we handle returns, exchanges, refunds and warranty‑related matters to ensure clarity and fairness for our customers.
1. Change‑of‑Mind Returns
We accept change‑of‑mind returns within 14 days of delivery, provided the item is unused, undamaged, unmodified and in its original packaging, and remains in a resalable condition.
- > Customers are responsible for all return freight costs for change‑of‑mind returns.
- > Original shipping, handling fees and any special‑order surcharges are non‑refundable.
2. Non‑Returnable Items
The following items are non‑returnable unless they are faulty or supplied incorrectly:
- > Custom‑cut gaskets
- > CNC‑cut components
- > Made‑to‑order items
- > Special‑order materials purchased specifically for your job
3. Wear & Tear Products / No Standard Warranty
Gaskets and sealing products are wear‑and‑tear items and are often manufactured specifically to customer requirements and applications.
- > Products such as rubber materials, CNAF / fibre sheets, oil jointing paper and similar sealing materials do not carry a standard warranty, as service life varies significantly depending on application, pressure, temperature, chemical exposure, installation and maintenance.
- > Some applications require frequent replacement, while others may achieve longer service life. This variability is outside our control.
- > All custom‑made gaskets and sealing products are produced for specific customer requirements and therefore do not include a standard warranty.
- > We will, however, repair, replace or refund products that are verified as faulty, incorrectly manufactured or supplied damaged but Customers must notify us within 14 days of delivery.
Please note that some materials can be easily affected by sunlight, heat, moisture or improper storage. Product performance may be impacted by how items are stored at the customer’s premises.
4. Testing & Notification Period (14 Days)
A 14‑day testing and inspection period applies from the date you receive your goods.
- Customers must notify us within 14 days of delivery if:
- > Products are faulty or damaged
- > Incorrect items were supplied
- > Products do not meet the agreed specifications
Failure to notify us within this period may result in the claim being declined.
5. Application Responsibility
Customers are responsible for ensuring that the correct material and product specification is selected for their intended application.
- > If an order is placed without providing application details (such as temperature, pressure, media, standards or operating conditions), Industrial Experts cannot accept responsibility if the product fails, degrades prematurely or is unsuitable for the application.
6. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged or different from what was ordered, please contact us within 7 days of delivery (and no later than 14 days).
Please provide:
- > Order number
- > Description of the issue
- > Clear photos where possible
If the issue is verified, we will repair, replace or refund the product, and we will cover reasonable return freight costs.
7. Inspection of Returned Goods
All returned goods are inspected upon arrival.
- > Refunds or replacements may be refused if the product shows signs of use, installation, damage, modification or improper storage.
- > If a return is refused, the customer may request the item to be returned at their own expense.
8. Refund Processing
Approved refunds will be processed to the original payment method.
- > Refund processing time is typically 3–7 business days, depending on your payment provider.
- > Shipping fees, handling fees and special‑order charges are non‑refundable unless the return is due to our error.
9. Order Cancellations
- > Orders may be cancelled before dispatch for a full refund.
- > Once an order has been dispatched or entered production (including custom or made‑to‑order items), cancellation may not be possible and standard return conditions apply.
10. Manufacturer Warranties
Some products may be covered by manufacturer warranties, only where explicitly specified by us in writing (e.g. product description, quotation or order confirmation).
- > Warranty claims require proof of purchase.
- > All warranty assessments and approvals are subject to the original manufacturer’s terms and conditions.
- > As stated in Section 3 (Wear & Tear Products / No Standard Warranty), gaskets and sealing products classified as wear-and-tear items do not carry a standard warranty, unless a specific manufacturer warranty has been clearly specified.
- > No warranty is implied or provided for products where a manufacturer warranty has not been expressly stated.
- > Custom-made or custom-designed products, including gaskets and sealing components manufactured specifically to customer drawings, specifications or requests, do not carry any warranty, unless a manufacturer warranty has been expressly specified by us in writing.
11. How to Request a Return or Report an Issue
Please contact us using the details below and include your order number and supporting information:
Email: sales@industrialexperts.com.au
Phone: +61 400 762 823
12. Policy Updates
We may update this Refunds & Returns Policy from time to time to reflect changes in our business practices or legal requirements. The latest version will always be available on our website. We encourage customers to review this page periodically to stay informed of any updates.