Refund Policy

Refund and Return Policy

At Hydraulic Superstore, we are committed to providing our customers with high-quality products. We understand that sometimes you may need to return a product, and we want to make the process as straightforward as possible.

This policy outlines your rights under the Australian Consumer Law (ACL) and our procedures for handling returns, refunds, and exchanges.

1. Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Faulty, Damaged, or Incorrect Supplied Goods

If a product you have purchased from us is faulty, damaged in transit, or does not match the description or sample provided on our website, please contact us immediately.

To report a faulty or incorrect item:

  • Contact our team within 14 days of receiving your order.

  • Provide your order number, proof of purchase (receipt or invoice), and a clear description of the issue.

  • If the item is damaged or faulty, please include photographs of the defect or damage.

Once assessed, if the item has a major fault, you can choose between a full refund, an exchange, or store credit. If the fault is minor, we reserve the right to repair or replace the item within a reasonable timeframe.

3. Change of Mind Returns

Note: Under the ACL, we are not legally obligated to provide a refund or replacement if you simply change your mind, find the product cheaper elsewhere, or ordered the wrong part. However, we wish to provide a great shopping experience. We may, at our sole discretion, offer a refund, exchange, or store credit for "change of mind" returns under the following conditions:

  • You request the return within 14 days of receiving the item.

  • The item is completely unused, unmodified, in its original saleable condition, and in its original, undamaged packaging.

  • A restocking fee of 20% may apply to change of mind returns to cover handling and administration costs.

Please note: Custom-made products (such as cut-to-length hydraulic hoses), special orders, and clearance items are non-refundable for change of mind.

4. How to Return an Item

To initiate a return, please follow these steps:

  1. Email us at info@hydraulicsuperstore.com.au to request a Return Authorisation. Please do not send items back without contacting us first.

  2. Once approved, securely package the item.

  3. Include a copy of your proof of purchase and your Return Authorisation details inside the package.


5. Shipping Costs for Returns

  • Faulty/Incorrect Items: If the item is faulty, damaged, or we sent the wrong product, we will cover the return shipping costs. We will provide a prepaid shipping label or reimburse your reasonable return postage costs upon receipt of the postage receipt.

  • Change of Mind: If we agree to a change of mind return, you will be responsible for paying your own shipping costs to return the item. Original shipping costs are non-refundable.

We highly recommend using a trackable shipping service or purchasing shipping insurance for items over $75, as we cannot guarantee that we will receive your returned item.

6. Processing Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 5 business days.

7. Contact Us

If you have any questions relating to our refund and return policy, please contact our customer support team:

  • Email: info@hydraulicsuperstore.com.au

  • Business Hours: 9 am to 5 pm