In accordance with Australian Consumer guidelines, Newhand Equipment will always replace or exchange damaged or faulty goods provided that you notify us of the damage or fault within 24 hours from delivery. If the item cannot be repaired or replaced we will issue you with a credit or refund.

Any claims for damage and/or defects MUST be reported within 24 hours, without exception.

Please contact us immediately and please be sure to include your Receipt/Proof of Purchase/Order Number and an explanation for return with all returned items. We will require photos of damages to the product and to the packaging and phone contact with our store. The products must be in original packaging. Please retain broken parcel/s (and packaging) until authorised by us, as they may be required by our Courier and/or Australia Post as proof of damage.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond our reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished or used parts may be used to repair the goods.

Please note that we will not repair or accept return of any goods that are sold “as is” or if you are made aware of the defect at the time of sale.

Newhand Equipment will not be responsible for any loss of data for any returned goods.