OROTEC Returns & Refund Policy

Last updated: 2 September 2026

At OROTEC, we want you to be confident when purchasing from us. If you are not completely satisfied with your purchase, our returns policy is designed to make the process straightforward.

This policy is in addition to any rights you may have under the Australian Consumer Law (ACL).

30-Day Change-of-Mind Returns

We offer a 30-day change-of-mind return period on eligible products.

To be eligible for a change-of-mind return:

• You must request the return within 30 days of receiving your order.
• The product must be unused, undamaged and in resalable condition.
• The product should be returned with its original packaging, accessories, cables, manuals and other supplied components.
• You must provide your order number or other reasonable proof of purchase.

If your return is approved, we will provide instructions explaining where and how to return your product.

Please do not return products without first contacting OROTEC.

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed by OROTEC.

Original shipping charges are generally non-refundable for change-of-mind returns.

These conditions apply to our voluntary change-of-mind policy and do not limit your rights where a product is faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law. Businesses are permitted to set conditions for voluntary change-of-mind returns, but those conditions cannot be applied to override ACL rights for faulty products.

Faulty, Damaged or Incorrect Products

Please inspect your order when it arrives.

If your product is faulty, damaged in transit, defective, significantly different from its description, or you receive the wrong item, please contact us as soon as reasonably possible so we can assess the issue.

When contacting us, please provide:

• Your name
• Order number
• Description of the issue
• Photographs or video of the product where reasonably required to assess the problem
• Any other relevant information

Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.

For a major failure, consumers generally have the right to choose between a refund or replacement. For a minor problem, the business generally has an opportunity to provide a free repair or otherwise remedy the problem.

Australian Consumer Law

Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Products sold to Australian consumers come with automatic consumer guarantees, including that products must be of acceptable quality, be fit for any disclosed purpose and match their description.

A manufacturer's warranty or OROTEC warranty is provided in addition to these rights. Your rights under Australian Consumer Law may continue after a manufacturer's or voluntary warranty period has expired.

Return Shipping for Faulty Products

Where a product is confirmed to have a problem covered by the Australian Consumer Law, OROTEC will handle reasonable return arrangements in accordance with our obligations under Australian Consumer Law.

Customers should contact us before sending a faulty product back so that we can provide the appropriate return instructions.

Refunds

Once we receive and inspect an eligible returned product, we will advise you of the outcome of your return.

Where a refund is approved, it will normally be issued to the original payment method.

Please allow additional processing time for your bank, credit card provider or payment provider to process and display the refund.

Exchanges

If you would like to exchange an eligible change-of-mind product, please contact us first.

Depending on product availability, we may arrange an exchange or ask you to return the original product and place a new order.

This section does not affect any right you may have to a replacement under Australian Consumer Law.

Non-Returnable Change-of-Mind Items

Unless required by Australian Consumer Law, we may not accept change-of-mind returns for:

• Gift cards
• Products specifically identified as final sale or clearance
• Personalised or custom-made products
• Products damaged through misuse, accident or improper handling after delivery
• Products that have been materially altered or modified by the customer
• Products missing significant supplied accessories or components

These exclusions apply only to our voluntary change-of-mind policy and do not remove rights available under Australian Consumer Law.

Products Damaged Through Misuse

Our returns policy does not generally cover damage caused by misuse, accidents, unauthorised modifications, failure to follow supplied instructions, or other damage caused after delivery.

However, we will not use this provision to exclude any consumer guarantee or remedy that applies under Australian Consumer Law.

Order Cancellations

If you need to cancel or change an order, please contact us as quickly as possible.

We will try to accommodate your request, but once an order has entered processing or has been dispatched, we may be unable to cancel or modify it.

If the order has already been dispatched, you may request a return after receiving it in accordance with this policy.

How to Request a Return

To request a return, contact:

OROTEC Customer Support
Email: sales@orotec.com.au
Website: https://www.orotec.com.au

Please include your order number and reason for the return.

We will provide return instructions and, where applicable, a return authorisation.