1. Scope & Eligibility

This policy applies to all products and services purchased directly from Sands Industries under active service agreements, including:

• Manufactured custom industrial goods (e.g., customvac systems, commercial kitchen equipment, engraved signage)
• Off-the-shelf and warehoused industrial supplies
• Standard manufactured items (with stock SKUs)

Note: Customized, made-to-order, or engineered-in-house products may have limited eligibility for return. Please refer to Section 4.

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2. General Returns – Stock Products

• A Return Merchandise Authorization (RMA) must be obtained within 30 days of the original invoice date.
• Returned goods must be in original condition, unused, and packaged in original packaging.
• Sands Industries reserves the right to inspect returned items. Return processing will be conducted within 14 business days of receipt.
• Refunds and credits:
  • Defective or damaged items (not due to customer usage): full refund or replacement at no cost.
  • Customer-change-of-mind returns: subject to a restocking fee of up to 15%, if approved.
  • Freight costs are non-refundable, unless the return is due to Sands Industries’ error.

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3. Custom Manufactured & Engineered Products

Tailored industrial products—such as customvac systems, bespoke kitchens, or CNC-engraved components—fall under a different return protocol:

• Returns must be requested within 10 business days of delivery.
• Products must be in unmodified, saleable condition.
• Returns require written approval; refunds may be subject to up to 25% restocking and/or re-engineering fees, based on material usage and work-in-progress.

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4. Defective Goods & Non-Conforming Products

• Defects or non-conformance must be reported within 60 days of installation or delivery.
• Upon inspection, Sands Industries will, at its discretion:
  1. Provide a free replacement,
  2. Repair the product at no cost, or
  3. Issue a full refund or credit if replacement is not feasible.
• Return shipping will be covered by Sands Industries when the issue is confirmed to be due to manufacturing or supply chain error.

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5. Trial Equipment & Pilot Runs

For trial or pilot installations of high-value custom systems (e.g., vacuum or kitchen systems):

• A trial agreement may include a 10 business day evaluation period.
• On trial completion or early termination, the equipment may be returned under terms specified in the trial agreement.
• A full refund or credit—covering machine cost and initial freight—is issued upon complete, timely return and inspection.
• Return shipping will be borne by the customer, unless otherwise agreed in writing.

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6. Warranty-Related Repairs & Replacements

• Standard warranty coverage ranges from 90 days to 12 months, depending on the product and components (e.g., motors, blades, control panels).
• Warranty-covered service includes repair or replacement of faulty components at no cost to the customer.
• If replacement is not possible, customers may receive a pro-rated refund or credit, based on the remaining warranty period.

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7. Return Procedure

1. Contact Customer Service via email or phone to request an RMA or Trial Return Authorization.
2. Quote your invoice or order number, product details, and reason for return.
3. Receive a shipping address and return instructions.
4. Ship the item back securely, with proof of shipment dated within the policy window.
5. Wait for product inspection. You’ll be notified of approval or partial rejection, and any applicable refund or credit issued within 14 business days of receiving the return.

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8. Claim Exclusions

This policy does NOT apply to:

• Goods returned after the stipulated timeframes (30 days for stock, 10 days for custom-built, 60 days for defects).
• Items damaged due to customer misuse, neglect, or third-party actions.
• Consumables or perishable items specially sourced or produced.

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9. How to Reach Us

Email: Support@sandsindustries.com.au
Phone: +61 477 123 699
Business Hours: Monday‒Friday, 9 am–5 pm AEST

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10. Policy Changes

Sands Industries may update this policy periodically. The current version displayed on our website always applies to your order unless noted otherwise in writing.