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Returns and Refunds

Our Satisfaction Guarantee

We want to make sure that you have a product that does what you need it to do, and does it incredibly well. For the majority of our customers we offer our "one-question asked" returns policy.

All our products are covered by a minimum warranty, but we will generally go beyond it because we think that good products shouldn't be measured by minimum warranties.

"One question asked" returns policy

I don't understand a "no questions asked" returns policy. Sorry, if you are returning something to us I want to know why. I want to know if it has a problem, or if it was the wrong solution for you, or if it wasn't what you expected. It may even be that you found a better solution later.

My reason for asking is simple - I want to improve what we do. That may mean making a different recommendation to someone in the future, or not selling it for a specific purpose. Or it could be to continue recommending it to others because it was an issue specific to you.

So if you have a product and don't think it is right then let us know.

For faulty goods please give us the chance to fix or replace it. If it wasn't quite right, please give us the chance to make a better recommendation.

Though it is up to you.

"One question asked" returns policy limitations

If we are selling a number of loggers that are going to be used in extreme environments we ask that you test a single unit first a couple of times. We are happy to cover one damaged/broken unit but not a dozen.

If we have to do a special order for a large quantity of stock (over $1,000) then please make sure that it is the right unit. A restocking fee may apply for non-standard items.

Finally, if you have damaged the item then we would normally try to replace it at cost. We can't accept damaged items. We don't care about lost or damaged packaging, but we do care about a physically damaged unit.

Minimum warranty

All items are covered by a one year warranty.
This excludes

  • loggers with batteries where the sampling rate has reduced the battery life to below 1 year
  • batteries
  • loggers heated above 100°C for extended periods
  • acts of God
  • abuse, misuse, and abnormal usage
  • faulty installation
  • improper maintenance
  • any alterations or repairs undertaken or attempted

Items must be returned to our Sydney office and we generally do not cover the cost of shipping back to us, but will ship a replacement or repaired unit back to you at our expense.

Extended warranty

One year warranty is pretty lame. Our products should last much longer than that. If your item fails after that then talk to us. In many cases we will cover it for two years without any issue.

If you want a formal extended warranty then let us know.

Our goal is simple - provide a quality product and stand behind it.

What is covered with our shipping insurance?

Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).

Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.

Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.

How much is shipping insurance?

Shipping insurance is 5% of the cost of the goods.

Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.

Shipping insurance as an option

Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.

For large orders our staff may also ask if you would like shipping insurance.

If you would like shipping insurance on an order you are placing with us, just ask.

Mandatory shipping insurance

Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.

If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.

The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.

Alternatively you can prepay by direct deposit or credit card.

What is not covered?

If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.

It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.

For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.