Return and refund policy

Overview

At Forklifts Direct, we take pride in the quality and reliability of our forklifts and parts. Due to the nature of industrial equipment and safety-critical components, we do not offer refunds or returns for change of mind on forklifts or parts once purchased, except where approved on a case-by-case basis at our discretion.

This policy applies to all new and used forklifts, attachments, accessories, and spare parts, unless otherwise required under the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.

Eligibility for Returns (Faulty or Incorrect Goods Only)

Returns will only be accepted where an item is:

Faulty or defective
Not as described
Affected by a manufacturing defect
Subject to a valid warranty claim

To be eligible for assessment, items must be returned in reasonable condition and accompanied by proof of purchase.

Non-Returnable Items

We do not accept returns or refunds for:

Change of mind purchases
Correctly supplied forklifts that have been delivered as ordered and/or used
Parts incorrectly ordered by the customer
Clearance or special-order items (unless faulty)
Electrical or hydraulic components that have been installed, except where proven faulty under warranty

Assessment & Warranty Claims

Once a return or warranty claim is received, Forklifts Direct will inspect the item and notify you of the outcome.

Where a claim is confirmed as valid, we will, at our discretion:

Repair the item
Replace the item
Provide a refund, where required under Australian Consumer Law

Refunds (When Applicable)

If a refund is approved, it will be processed using the original payment method. Processing times may vary depending on your financial institution.

Late or Incorrect Claims

If you believe an item is faulty, you must contact us as soon as possible. Claims made after extended use or delay may require additional assessment to determine the cause of the issue.

Sale Items

Sale items are not eligible for refund due to change of mind. However, faulty sale items will be assessed and handled in accordance with Australian Consumer Law and applicable warranty conditions.

Exchanges

We only provide replacements where items are confirmed to be defective or incorrectly supplied by Forklifts Direct. If an exchange is approved, we will arrange the replacement process with you.

Shipping Returns

If a return is approved:

The item may need to be returned to Forklifts Direct
Return shipping costs may apply depending on the circumstances of the claim
If the item is confirmed to be faulty under warranty, reasonable return shipping costs may be reimbursed where required by law

We recommend using a trackable shipping method for all returns, as we cannot guarantee receipt of returned goods.