Returns

We understand that mistakes happen. You are welcome to return items within 30 days of the purchase date. No restocking fee will apply, apart from assembled items that require a 20% restocking fee to cover parts and labour. After 30 days we may be unable to accept the return of the items or a restocking fee may apply.

What can I return?

Your item must be a stocked item from Active Automation Solutions, be unused and in the same condition that you received it. It must also be in the original packaging and be accompanied by a valid original invoice and a Return/Exchange Authorisation Form.

Excluded items

Special order products that are not part of our core range are excluded from our returns policy. These are items that have been specifically ordered and/or assembled for you.

How to return items

Complete and submit our Return/Exchange Authorisation Form which can be found by clicking on the following link: Click here for return authorisation form

After we have received your Return/Exchange Authorisation Form we will be in touch to organise your return.

We recommend that you send your parcel to us by registered post or use a trackable freight service. You may also consider purchasing shipping insurance. If there is no tracking, there is a chance that it may be lost and we are unable to refund lost items.

After your return is received and inspected, we will email you with an update on the status of your return. We aim to process all returns within 48 hours of receipt.

If your return meets the requirements above, your refund will be processed and a credit applied to your original method of payment.

Shipping for returns

Shipping is refundable if a mistake was made by Active Automation Solutions. All other shipping costs are non-refundable for returns.

What if a product is damaged or faulty?

We take great pride in our goods and packaging so we certainly hope that you never receive a faulty product from us. If your order does arrive damaged, please call us on 02 6021 1223 or email us here at customer service so we can resolve this for you as quickly as possible.

Need help?

If you have any other questions about refunds and returns, please call us on 02 6012 1223 or email us here at customer service.