Refund policy

Last updated: 22 July 2026

1. AUSTRALIAN CONSUMER LAW GUARANTEES

Under the Australian Consumer Law (ACL), consumers have automatic guarantees that products will be of acceptable quality, fit for any disclosed purpose, match their description, and match any sample or demonstration model. These guarantees cannot be excluded, restricted or replaced by this policy or by a manufacturer’s warranty.

If a product or service fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or compensation, depending on the circumstances and whether the failure is major or minor.

For a major failure with a product, you may be entitled to reject the product and choose a refund or replacement, or keep the product and seek compensation for the reduction in value. For a minor failure, we may choose to repair the product within a reasonable time. If the product cannot be repaired within a reasonable time, other remedies may apply.

Nothing in this policy limits any rights or remedies that cannot lawfully be excluded. Customers outside Australia may also have rights under the laws that apply in their jurisdiction.

2. MANUFACTURER WARRANTY

Unless otherwise stated on the product listing or supplied warranty documentation, products sold by Whites Forestry Equipment include a 12-month manufacturer warranty against manufacturing defects from the date of purchase.

A manufacturer warranty is provided in addition to your rights under the ACL and does not limit or replace those rights. Your ACL rights may continue after the stated manufacturer warranty period has expired.

To make a warranty claim:

  1. Contact us at sales@whitesforestry.com with details of the issue.
  2. Include clear photos or video showing the suspected defect where possible.
  3. Provide your order number and date of purchase.
  4. Wait for our Return Authorisation Number (RAN) and return instructions before sending the product back.

We aim to assess warranty claims within 10–14 business days after receiving the product and the information reasonably required to assess the claim. More complex claims or claims requiring manufacturer inspection may take longer, and we will keep you informed.

3. CHANGE-OF-MIND RETURNS

If you ordered the wrong product or changed your mind, contact us within 14 days of delivery to request an exchange. Change-of-mind returns are offered at our discretion and are separate from your rights under the ACL.

To be eligible for a change-of-mind return, the item must be:

  • Unused, uninstalled and in resalable condition.
  • In its original packaging, with all protective coverings intact.
  • Complete with all documentation, accessories, components and hardware originally supplied.
  • Accompanied by proof of purchase.
  • Returned with a Return Authorisation Number (RAN).

Used or installed items cannot be returned for change of mind. This does not affect your rights if the item is faulty, unsafe, misdescribed or otherwise fails to meet a consumer guarantee.

4. RETURN PROCESS

To initiate a return:

  1. Contact us at sales@whitesforestry.com before sending the item.
  2. Provide your order number, the item being returned and the reason for the return.
  3. Include photos or video where the item is damaged, faulty, incorrect or not as described.
  4. Wait for us to provide a Return Authorisation Number (RAN) and return instructions.
  5. Package the item securely and clearly include the RAN with the return.
  6. Send the item to the address provided in our return instructions.

IMPORTANT: Please do not send a product back without contacting us first. Unauthorised returns may be delayed or difficult to identify. Not obtaining a RAN does not remove any rights you may have under the ACL.

5. CHANGE-OF-MIND EXCLUSIONS

The following types of goods cannot normally be returned for change of mind:

  • Hazardous materials.
  • Oils, fuels, flammable liquids, gases or other Dangerous Goods.
  • Goods with expired use-by dates.
  • Gift cards.
  • Custom-made, cut-to-length or personalised items.
  • Items that have been used, fitted, assembled, modified or installed.
  • Items that cannot be safely resold for health, safety or regulatory reasons.

These exclusions do not affect your rights if a product is faulty, unsafe, misdescribed or otherwise fails to meet a consumer guarantee.

6. DEDUCTIONS FROM CHANGE-OF-MIND RETURNS

Where permitted by law, a deduction may be made from an approved change-of-mind refund, exchange or store credit if:

  • The item is not returned in its original condition.
  • The item, packaging, accessories or documentation have been damaged or are missing for reasons not caused by us.
  • The item requires cleaning, repackaging or replacement components before it can be resold.

No deduction will be applied where doing so would restrict a remedy required under the ACL or another applicable law.

7. REFUNDS, CREDITS AND EXCHANGES

Once your return is received and inspected, we will notify you whether it has been approved and explain the available remedy.

  • Exchanges: Approved replacement or exchange items will normally be dispatched after the returned item has been received and assessed.
  • Refunds: Where a refund is approved or required by law, we aim to process it within 10–14 business days.
  • Original payment method: Refunds will generally be issued to the original payment method used for the purchase unless another method is agreed or legally required.

After we process a refund, your bank, card provider or payment service may require additional time to make the funds available.

8. LATE OR MISSING REFUNDS

If you have been notified that a refund has been processed but have not received it:

  1. Check the account connected to your original payment method.
  2. Contact your card provider or payment service, as processing delays may apply.
  3. Contact your bank, as additional posting delays may apply.
  4. If the refund still cannot be located, contact us at sales@whitesforestry.com.

9. SALE AND CLEARANCE ITEMS

Sale, clearance and discontinued items cannot normally be returned for change of mind unless we agree otherwise.

This restriction does not affect your rights if an item is faulty, unsafe, misdescribed or otherwise fails to meet a consumer guarantee. Consumer guarantee rights apply regardless of whether an item was purchased at full price, on sale or at clearance pricing.

10. RETURNS FROM OUTSIDE AUSTRALIA

Whites Forestry Equipment currently delivers orders only to addresses within Australia. Customers outside Australia may place an order using an independent freight forwarder with an Australian delivery address.

If you are located outside Australia and need to return an item:

  • Contact us before arranging or paying for any return shipment.
  • All approved returns must be sent to the return address we provide in Australia.
  • We can provide return labels only for eligible returns sent from an Australian address, including your freight forwarder’s Australian address.
  • For change-of-mind returns, you are responsible for all costs involved in returning the item to Australia, including the freight forwarder’s fees and international shipping charges.
  • For faulty, damaged, incorrectly supplied or misdescribed products, contact us before returning the item so we can assess the claim and provide an appropriate remedy and reasonable return arrangements where required by law.
  • Do not dispose of, repair, modify or return a product internationally without our written instructions where you are seeking reimbursement of those costs.
  • We recommend using a tracked and insured service because you remain responsible for a change-of-mind return until it is delivered to us.
  • Any import duties, tariffs, taxes, customs charges, brokerage fees or forwarding fees paid to a government authority, carrier or freight forwarder cannot generally be refunded by Whites Forestry Equipment because those amounts were not collected by us.
  • Approved refunds are processed in Australian dollars (AUD) to the original payment method. Currency movements and fees charged by your bank, card provider or payment service may affect the amount received in your local currency.

For more information about ordering from outside Australia, please see our International Shipping via an Australian Freight Forwarder page.

11. SHIPPING AND RETURN COSTS

For an approved change-of-mind return, you are responsible for the original delivery charge and the cost of returning the item to us. Original shipping charges are not normally refunded for change-of-mind returns unless we agree otherwise.

If an item is faulty, unsafe, incorrectly supplied, misdescribed or otherwise fails to meet a consumer guarantee, we will provide remedies and cover reasonable return or collection costs where required under the ACL or another applicable law.

If an item is found not to have a fault or the problem was caused by misuse, incorrect installation, accidental damage, unauthorised modification, normal wear or another matter not covered by warranty or consumer guarantees, you may be responsible for reasonable inspection, return or redelivery costs where permitted by law. We will explain any proposed charge before proceeding.

12. PRODUCT-SPECIFIC RETURN INFORMATION

Chainsaw Bars & Chains

For change-of-mind returns:

  • The item must be in its original packaging with all protective coverings intact.
  • There must be no signs of fitting, sharpening, cutting, lubrication, installation or use.
  • All original documentation and accessories must be included.
  • Custom-cut chain loops, cut-to-length chain and other specially prepared items cannot normally be returned for change of mind.

Maintenance Products

For change-of-mind returns:

  • The product must be unopened, unused and have all seals intact.
  • The product must not be expired.
  • Hazardous materials, oils, aerosols, flammable liquids and other Dangerous Goods cannot normally be returned.

If a maintenance product is faulty, leaking, damaged or incorrectly supplied, contact us for instructions before attempting to return it.

Chainsaw Mills & Accessories

For change-of-mind returns:

  • The item must be in its original packaging.
  • All components, documentation and hardware must be included.
  • There must be no signs of assembly, installation, modification or use.

The product-specific requirements in this section do not affect your rights where a product fails to meet a consumer guarantee.

13. CONTACT INFORMATION

If you have questions about a return, warranty claim or refund, please contact us before sending any product:

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