Refund policy

At Neoclean, we stand behind the industrial durability and professional performance of our equipment. Please read our policy below carefully before placing your order.

Australian Consumer Law Compliance

Our returns and warranty policies are designed to complement and operate strictly in accordance with your statutory rights under the Australian Consumer Law (ACL).

Nothing in these commercial terms limits, excludes, or restricts any legal guarantees and remedies provided to you by Australian consumer protection laws.

1. Warranty vs. Returns

Please note that product malfunctions, component wear, or mechanical issues occurring after the machine has been placed into service are handled under our dedicated Warranty Policy, rather than a standard return or refund.

For full technical specifications, component coverage charts (motors, pumps, batteries), and operator maintenance responsibilities, please visit our Warranty Policy page:

https://www.neoclean.com.au/pages/services-warranty

While many spare parts are stocked locally in Australia to ensure minimal downtime, certain specialized components may need to be ordered from our factory overseas.

Most ordered parts arrive within 15 days, but please allow up to 8 weeks for complex or customized factory components.

2. Damages, Defects & Incorrect Items

Please inspect your order immediately upon reception.

If the item is defective, damaged in transit, or incorrect, you must contact us within 7 days of delivery at:

support@neoclean.com.au

Please provide:

Order number
Photos or videos of the issue
A short description of the problem

Before returning any item, our Customer Service Department must first issue a Return Merchandise Authorisation (RMA) number.

Items sent back without an RMA will not be identified or accepted.

Once a return is authorized, the buyer is strictly responsible for ensuring the product is securely packed in its original packaging with all included accessories and manuals to prevent transit damage.

Failure to do so may affect the final resolution offered.

3. Return Freight and Inspection Costs

Buyer's Responsibility

The buyer is generally responsible for returning the item to our designated warehouse or drop-off point for inspection.

Postage Reimbursement

You are entitled to recover reasonable transportation costs if the product failure is officially confirmed by our technicians to be a manufacturing defect covered under warranty or ACL.

A valid postage/freight receipt will be required.

Within 60 days of purchase, Neoclean may, at its discretion, provide a pre-paid return shipping label for verified major faults.

Non-Warranty Inspections

If the product failure is determined to be caused by:

User negligence
Lack of routine maintenance
Unapproved chemical usage
Issues outside statutory rights

The buyer will be required to pay all return transport, redelivery, and technical inspection costs.

Detailed estimates will be provided before return delivery.

4. Change of Mind Returns

We understand that commercial requirements can shift.

We accept Change of Mind returns within 14 days of delivery under the following conditions:

Form of Refund

Approved Change of Mind returns will receive Store Credit only (valid on our online store).

No cash refunds or refunds to the original payment method will be issued.

Restocking & Cancellation Fee

A 20% handling/restocking fee of the total purchase price will be deducted from the store credit amount.

Condition

The item must be:

Completely unused
In 100% re-saleable condition
Returned securely in its original packaging
Returned with all manuals and accessories included

Shipping Exclusions

The buyer is fully responsible for organizing and paying for return freight.

The final store credit amount will exclude all original shipping costs.

5. International Orders

For shipments delivered outside of Australia, all local import duties, customs clearance fees, VAT, or country-specific taxes are the sole responsibility of the buyer.

For any approved warranty return or authorized exchange:

Original international freight charges are strictly non-refundable.
Foreign government taxes are strictly non-refundable.
Buyers must apply for duty drawbacks directly through their local customs authorities.

6. Refunds & Store Credit Processing

Once your return is received and inspected at our NSW warehouse, the inspection outcome typically takes up to 6 business days from receipt.

We will notify you of the approval or rejection of your claim.

Approved Refunds

Approved refunds to the original payment method (for delivery defects) will be processed within 10 business days.

Approved Store Credits

Store credits for approved Change of Mind returns will be issued via email within 3 business days of inspection clearance.

7. Order Cancellation & Modifications

Orders enter our processing queue immediately after payment.

If you need to cancel an order or modify a delivery address, please contact us immediately: