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The terms and conditions, together with Australian Consumer Law, constitute the contract between the customer and Home & Outdoors Direct for the supply of products. The contract cannot be varied unless there is a prior agreement between Home & Outdoors Direct and the buyer. Buyers are assumed to agree with full terms and conditions when buying an item. While all care is taken in the item listings, any errors or omissions in the listings are unintentional and may be corrected prior to the item being dispatched.
We want you to be 100% satisfied with your purchase. We understand that at times situations can change. Perhaps you do not need the item, after all, perhaps you have realized that you purchased the wrong item - or perhaps you have simply changed your mind.
How to initiate a return:
If for any reason you change your mind about any of the products you purchase from us, simply contact us in writing within 30 days to be guided through getting a refund. Returned items must be in their original packaging with all accessories, in original and re-saleable condition. The original shipping cost plus a 15% restocking fee will be deducted.
If the item has sustained damage in transit or is not returned as noted above, a revised refund amount may be required.
We don't place many restrictions on returns however if you decide you wish to cancel or return an order the return shipping costs must be paid by you. We do accept change of mind returns however there may be a restocking fee and you will be required to cover the cost of return postage.
As per consumer law we are unable to accept returns on items such as mattresses and other items where health and safety regulations prevent us from being able to re-sell items. (Excluding warranty items or any cases we make an error). For the most cost effective returns on items up to 25kg and up to 1.2M at the longest point we recommend. Returns of larger items can be very expensive so please choose carefully.
Home & Outdoors Direct offers a 12-month warranty on all products from the date of purchase unless otherwise stated. Home & Outdoors Direct warrants its products against defects in materials and/or workmanship. This is further to your rights under the Australian Consumer Law. The warranty period for commercial use is 3 months.
Naturally, the warranty cover does not extend to damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorized by us to provide service (not including standard periodic maintenance).
Dead on arrival product is not something to expect when you buy from Home & Outdoors Direct.
Our warranty cover does not include damage caused by normal wear and tear, accidents, misuse, neglect, and lack of maintenance, use of incorrect voltage, power surges, voltage supply problems, tampering or unauthorized repairs by any persons, use of defective or incompatible accessories, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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.
Gentrax Warranty is commited to providing quality to Australian Consumers. We have backup support to our retailers to ensure assistance is available if required. If you encounter a fault with your generator (or any accessories that were sold with it) you may contact the retailer where you bought it from with your proof of purchase. You should receive assistance with a remedy provided within a reasonable amount of time.
For a claim to be accepted under the consumer law, we require 1. The generator be used according to advertised purpose (i.e. Camping) and 2. Be serviced according to the service schedule provided in the manual.
A service schedule is provided with your generator. Follow it closely. It is imperative that our generators are serviced in order to maintain its longevity.
Think about it, you wouldn’t let a car pass its service schedule, and if you do you know you could be doing serious damage to the engine. The few extra $$ spent replacing the oil and maintaining the generator could save you time and have your generator last far beyond warranty periods.
If you are storing the generator for long periods of time, make sure to follow the manual closely as this will save inevitable damage to the generator during storage.
If you have misplaced the generator manual, which includes the servicing schedule and lots more useful information, simply contact us for a copy.