Refund policy

Last updated: April 16, 2025

1. AUSTRALIAN CONSUMER LAW GUARANTEES

Under the Australian Consumer Law (ACL), consumers have automatic guarantees that products will be of acceptable quality, fit for purpose, match descriptions, and match any sample or demonstration model. These guarantees cannot be excluded by our refund policy.

If we fail to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund, as well as compensation for any reasonably foreseeable loss or damage.

For major failures with products, you can choose between a replacement, refund, or compensation. For major failures with services, you can cancel your contract and get a refund for the unused portion or compensation for the reduced value.

International customers may have different statutory rights depending on their jurisdiction.

2. MANUFACTURER WARRANTY

Items sold are covered by a 12-month manufacturer warranty from the date of sale. Our suppliers provide a 12-month guarantee against manufacturing defects.

To make a warranty claim:

  1. Contact us at sales@whitesforestry.com with details of the issue
  2. Include clear photos showing the manufacturing defect
  3. Provide your order number and date of purchase
  4. Wait for our Return Authorization Number (RAN) before sending anything back

We aim to process warranty claims within 10–14 business days of receipt.

3. RETURNS POLICY (CHANGE OF MIND)

If you have ordered the wrong product or changed your mind, we will exchange it within 14 days of delivery.

To be eligible for a return, your item must be:

  • Unused and in resalable condition
  • In the original packaging
  • Accompanied by proof of purchase
  • Returned with a Return Authorization Number (RAN)

Used items cannot be returned for change of mind. This does not affect your ACL rights if the item is faulty.

4. RETURN PROCESS

To initiate a return:

  1. Contact us at sales@whitesforestry.com to request a Return Authorization Number (RAN)
  2. Include your order number and reason for return
  3. We will provide you with a RAN and return instructions
  4. Package your return securely with the RAN clearly marked on the outside
  5. Ship the item to the address provided in our return instructions

IMPORTANT: Do not send your purchase back without a Return Authorization Number (RAN).

5. EXEMPTIONS

Several types of goods are exempt from being returned for change of mind:

  • Hazardous materials
  • Oils or flammable liquids or gases
  • Goods with expired use-by dates
  • Gift cards
  • Custom-made or personalised items
  • Items that have been used or installed

This does not affect your rights under the ACL if the item is faulty or misdescribed.

6. PARTIAL REFUNDS

In certain cases (where permitted by law), only partial refunds may be granted, for example:

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error
  • Any item returned more than 30 days after delivery (unless required under the ACL)

7. CREDITS AND EXCHANGES

Once your return is received and inspected, we will notify you by email of approval or rejection.

  • Exchanges: Replacement items will be shipped once we receive the original item
  • Refunds: Approved refunds will be processed within 10–14 business days

Refunds will be issued to the original payment method used for the purchase.

8. LATE OR MISSING REFUNDS

If you haven’t received a refund yet:

  1. Check your bank account again
  2. Contact your credit card company (processing delays may occur)
  3. Contact your bank (there may be additional posting delays)
  4. If you still have not received your refund, contact us at sales@whitesforestry.com

9. SALE ITEMS

Only regular-priced items may be refunded or exchanged for change of mind. Clearance or sale items cannot be returned unless they are faulty. This does not affect your rights under the ACL.

10. INTERNATIONAL RETURNS

For international customers:

  • You are responsible for return shipping costs (unless the item is faulty)
  • You are responsible for any customs duties, taxes, or fees
  • We recommend using a trackable shipping service and purchasing shipping insurance
  • Return processing may take longer due to international shipping
  • Refunds will be processed in AUD based on the invoice date
  • Currency fluctuations may affect the local currency amount received

Estimated Return Times:
USA/Canada: 10–15 business days shipping + 10–14 days processing
UK/Europe: 15–20 business days shipping + 10–14 days processing
Other regions: Contact us for estimates

11. SHIPPING COSTS

For change-of-mind returns, you will be responsible for all shipping costs. Shipping costs are non-refundable.

If the item is faulty, misdescribed, or fails to meet ACL guarantees, we will cover return shipping costs as required by law.

12. PRODUCT-SPECIFIC RETURN INFORMATION

Chainsaw Bars & Chains

  • Must be in original packaging with all protective coverings intact
  • No signs of installation or use
  • Include all original documentation and accessories

Maintenance Products

  • Must be unopened with seals intact
  • Must not be expired
  • Hazardous materials, oils, or flammable liquids cannot be returned

Chainsaw Mills & Accessories

  • Must be in original packaging
  • Include all components and hardware
  • No signs of assembly or use

13. CONTACT INFORMATION

If you have questions about our return and refund policy, please contact us:

Whites Forestry Equipment
P.O Box 187, Mirboo North, VIC 3871, Australia
Email: sales@whitesforestry.com