Return and Refund Policy

At Hawk Appliances, we are committed to providing you with high-quality gas and electric appliances for your caravans, RVs, and motorhomes. We understand that sometimes a return or refund may be necessary. This policy outlines our guidelines in accordance with Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law (ACL)

Under the ACL, you are entitled to a refund or replacement 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.

You are entitled to a refund or replacement if an item:

• Is faulty or unsafe.
• Is significantly different from the description or sample.
• Does not do what we said it would, or what you asked for and we agreed to.
• Has a major problem that would have stopped you from buying it if you had known about it.

You are NOT entitled to a refund or replacement if you:

• Simply change your mind.
• Made a wrong selection.
• Found the item cheaper elsewhere.
• Misused the product in a way that caused the problem.
• Knew about the defect before buying it.

2. Change of Mind Returns

While the ACL does not mandate returns for change of mind, at Hawk Appliances, we aim for customer satisfaction. We may offer a change of mind return under the following strict conditions:

• The request for return is made within 28 days of the purchase date.
• The item is in its original, unused, and resalable condition, including all original packaging, manuals, and accessories.
• The item has not been installed or used in any way.
• Proof of purchase (e.g., order number, invoice) is provided.
• A 20% restocking fee may apply to cover administrative and handling costs.
• The customer is responsible for all return shipping costs, and the item must be returned via a trackable and insured shipping method.
• Refunds for change of mind returns will be issued for the product cost only, minus any applicable restocking fees and original shipping charges.

Please contact our customer service team at info@hawkappliances.com.au to discuss a change of mind return. Approval is at the sole discretion of Hawk Appliances.

3. Faulty or Damaged Goods (Consumer Guarantees)

If an item you receive is faulty, unsafe, or does not meet a consumer guarantee under the ACL, please contact us immediately.

• Reporting: Please contact our customer service team at info@hawkappliances.com.au within 48 hours of receiving a damaged item, or as soon as a fault becomes apparent. Provide your order number, a detailed description of the issue, and clear photos or videos of the fault/damage.
• Assessment: We will assess the issue and may require the item to be returned for inspection. We will provide instructions on how to return the item.
• Resolution:
  • If the product has a major failure, you are entitled to choose a refund, replacement, or repair.
  • If the product has a minor failure, we will choose to repair or replace the item.
• Return Shipping for Faulty Goods: If the item is deemed faulty or damaged under ACL, we will cover the reasonable cost of return shipping.

4. How to Initiate a Return

1. Contact Us: Email our customer service team at info@hawkappliances.com.au or call us at (03) 9359 3068 with your order number and the reason for your return.
2. Provide Details: For faulty items, include photos/videos. For change of mind, confirm the item's condition.
3. Await Instructions: Our team will review your request and provide you with return instructions, including the return address and any necessary return authorization.
4. Package Securely: Ensure the item is securely packaged to prevent further damage during transit.
5. Ship: Send the item back to us using the specified shipping method.

5. Refunds

• Refunds will be processed to the original payment method used for the purchase.
• Please allow 5-10 business days for the refund to appear in your account after we have received and inspected the returned item.
• Original shipping charges are non-refundable unless the return is due to a major fault or error on our part.

6. Warranty

All products sold by Hawk Appliances come with a manufacturer's warranty, in addition to your rights under the Australian Consumer Law. Details of specific product warranties can be found on the product page or in the product manual.

7. Contact Us

For any questions regarding our Return and Refund Policy, please contact our customer service team:

• Email: info@hawkappliances.com.au
• Phone: (03) 9359 3068
• Website: Visit our Contact Us page at www.hawkappliances.com.au/contact

Thank you for your understanding and cooperation.