Refund policy
Last updated: 11 September 2026
At W3 Industries, we make reasonable efforts to accurately describe the condition and functionality of the products we sell. If you receive an item that is defective or materially different from its description, you may request a return in accordance with the terms below.
Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded or limited under applicable law.
1. Return Eligibility
Return requests must be made within 30 days from the date of delivery.
We accept returns where the product received is:
- defective; or
- materially different from its description on our website, quotation or other applicable sales documentation.
We do not generally accept returns for change of mind, incorrect purchases, incompatibility with the customer's equipment or application, or where the customer no longer requires the product.
Customers are responsible for reviewing the product description, part number, specifications and stated condition before purchasing. If compatibility or suitability is uncertain, please contact us before placing an order.
2. Products Sold “As-Is”, “For Parts Only” or “Non-Working”
Products described as “As-Is”, “For Parts Only”, “Non-Working” or similar are sold in their stated condition.
Such products may be defective, incomplete, damaged or unsuitable for normal operation and are not eligible for return or refund on the basis of faults or conditions that were disclosed in the product listing before purchase.
This does not affect any rights that cannot lawfully be excluded under applicable law.
3. Condition of Returned Products
Products must be returned in substantially the same condition in which they were received, together with any accessories, components, manuals or other items originally supplied.
Unless reasonably necessary to establish the existence of the reported defect, products should not be:
- opened or dismantled;
- repaired or modified;
- altered or tampered with;
- improperly installed or operated; or
- subjected to additional damage or unreasonable wear.
We reserve the right to reject a return or reduce or refuse a refund where the condition of the returned product has been materially altered after delivery, to the extent permitted by applicable law.
4. Requesting a Return
To request a return, please contact us within 30 days of delivery and provide:
- your order number or invoice number;
- the product concerned;
- a description of the issue; and
- photographs, videos or other reasonable information that may help us assess the request, where applicable.
Please do not return a product until your return request has been reviewed and return instructions have been provided.
A return is not considered approved until confirmation has been issued by W3 Industries.
5. Return Shipping
If a return is approved, we will provide instructions for returning the product.
Products should be securely packaged to prevent damage during transportation. We recommend using a trackable and, where appropriate, insured shipping service.
Unless otherwise agreed by us or required by applicable law, international return shipping costs, import duties, taxes, brokerage charges and other costs associated with returning a product are the responsibility of the customer.
Where we expressly agree to arrange or bear return shipping because of an error attributable to W3 Industries, we will provide the appropriate instructions.
We are not responsible for returned products that are lost or damaged in transit where the return transportation was arranged by the customer.
6. Inspection of Returned Products
All returned products are subject to inspection after receipt.
We may verify the product's identity, serial number, condition and reported fault and determine whether the return complies with this policy.
If additional damage, modification, repair, tampering, missing components or other circumstances inconsistent with the approved return are identified, we may reject the return or adjust the refund as permitted by applicable law.
7. Refunds
If a return is approved following inspection, the applicable refund will generally be issued to the original payment method.
Refund processing times may vary depending on the payment provider, bank or financial institution.
Original shipping charges, import duties, taxes and other transaction-related charges are generally non-refundable unless otherwise agreed by us or required by applicable law.
Where an order was originally supplied on a Delivered Duty Paid (DDP) basis, amounts already incurred for international shipping, customs clearance, duties or taxes may not be recoverable and may therefore be excluded from the refund to the extent permitted by applicable law.
8. Unreasonable or Abusive Returns
We reserve the right to reject return requests that do not comply with this policy or that we reasonably determine involve misuse or abuse of the returns process.
This may include, for example, products that have been materially altered, damaged through improper use, substituted, returned with missing components, or returned for a disclosed condition that existed at the time of purchase.
Any decision under this section remains subject to applicable law.
9. Damaged or Incorrect Shipments
If your shipment arrives visibly damaged, contains an incorrect product, or appears to have been damaged during transportation, please contact us as soon as reasonably possible.
Please retain the product, original packaging and shipping materials and provide photographs or other information where requested. This may be required for us to investigate the matter or submit a claim with the carrier.
10. Cancellations
Order cancellations are separate from returns.
An order may be cancelled before dispatch only with our approval. Once an order has been dispatched, it can no longer be cancelled and any request to return the product will be handled under this Returns & Refunds Policy.
11. Statutory Rights
This policy does not exclude, restrict or modify any rights or remedies available to a customer that cannot lawfully be excluded, restricted or modified under applicable law.
12. Contact Us
If you believe a product is eligible for return or have questions about this policy, please contact W3 Industries through our Contact Us page before returning the product