Warranties, Pricing & Policies
We aim to ensure that you have the best experience every time you choose to shop with us. Whether ordering online, purchasing from your local store or through our National Customer Care Centre, we want to help. Carbatec has developed a Customer Service Charter that supports you with the following information:
- Returns & Exchange Policy
- Consumer Guarantees
- Pricing Policies
- Warranties
- Product Disclaimers
- Feedback & Comments
Australian Sheds and Woodworking Club Discounts
We are thrilled to support Australian sheds and woodworking educators in as many ways as possible and invite you to contact us to discuss how we can best help your club.
The following exclusions do apply:
- Festool
- Axiom & i2R
- Tormek
- SCM
- Veritas
- Special Orders
- Freight costs
- Purchase of Gift Cards
- It cannot be used with any other discount and is only available on full-price products.
To be eligible for club discounts, the club must have a street address within Australia.
Contact your local store or our customer service centre for further details.
Email & Digital Communications Terms & Conditions
Weekly, Carbatec sends promotional offers, event news and company announcements via Email.
As part of registering an account with Carbatec, you will be included in our Company Mailing List unless you OPT OUT by unchecking the 'Receive Marketing and Promotional materials' box on the Registration page. You can also subscribe/OPT-IN to our mailing list through the Subscribe functions on our website.
The following exclusions apply to Email and online promotions:
- Festool
- Axiom & i2R
- Tormek
- SCM
- Veritas
- Special Orders
- Freight costs
- Purchase of Gift Cards
- It cannot be used with any other discount and is only available on full-price products.
You can unsubscribe to any of our emails at any time via the 'Unsubscribe' link at the bottom of all emails. Alternatively, please send us an email at info@carbatec.com.au to opt-out.
Satisfaction Guarantee Policy
Should you purchase a product from Carbatec and there is an issue with the product, or you have changed your mind and wish to return / exchange / obtain a refund, the following three options are available under our Satisfaction Guarantee Policy. Product purchased within 30 days and an authorised RMA (Return Merchandise Authorisation) number is issued:
- A full refund
- A store credit to your account
- A product replacement
If the return is the customer's choice, freight costs are paid by the customer. If the return is due to a Carbatec fault, Carbatec will pay the freight.
*Excludes Customer Special orders
RMA (return merchandise authorisation) # must be within 30 Days of purchase/invoice; RMA's must be obtained through our Customer Care Team or the store the product was purchased from.
The following criteria must be met to qualify for a Refund/Return/Exchange/Credit for the product.
- Must be returned in its original undamaged packaging
- It is unused and able to be sold as 'new.'
- The product is not a special-order item that we ordered at your request.
- The product is not a dust mask, which cannot be returned for safety and hygiene concerns.
- The product is returned with the Carbatec invoice and has a legible date of purchase and price.
- Carbatec must be notified of your intention to Refund/Return/Exchange/Credit within 30 days of purchase; the product must be returned within 14 days of the supplied RMA number.
Carbatec always aims to provide the best value for money on the highest quality and most extensive range of woodworking products worldwide. Therefore, we have developed the following Pricing Policies:
Price Drop Promise
If you purchase a product from Carbatec that goes on sale at any time in the 30 days following the date of original purchase, under Carbatec's Price Drop Promise, we will offer you a Carbatec Store Credit to the value of the difference between the price that is paid for the product and the subsequently advertised price. To activate the Price Drop Promise, Customers are required to:
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Contact their local Carbatec store or the Customer Service Centre on 1800 658 111.
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Request the Price Drop Promise and product code.
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Present/supply an invoice showing the original retail price paid and purchase date.
Online Free Shipping
- Free shipping is only available for orders placed on our website, carbatec.com.au. Phone and in-store orders have different policies.
- To qualify for free shipping, your online order total must be $149 or more before shipping charges are added.
- Items that do not qualify for free shipping are not valid towards the order total in the cart.
- Only items displaying our "Eligible for Free Shipping" badge count towards the minimum order value. Items without this badge do not qualify.
- Freight charges on non-eligible products will be applied as normal.
- Free Standard Shipping within Australia only.
Price Matching Policy
At Carbatec, we want you to be confident, knowing that we have your best interests at heart every time you shop with us. We always endeavour to have the best pricing and value; this means we will price match any genuine advertised price from a leading Australian retailer for the same product in stock.
How To Price Match
Simply contact your local Carbatec Store or customer service team at info@carbatec.com.au with your Price Match request and provide lower price details. Our team will verify the details provided, and if all terms are validated, you will receive the price match.
Price Match Terms & Conditions
The product must:
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Be available for immediate purchase - It is in stock at both Carbatec and the competitor
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Is an identical product in brand, model, colour, description and specifications
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Has the same warranty terms and conditions
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Come from an Australian registered business
Exclusions:
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Special offers, bundles, sales, clearance, display, used, auction, redemption or cashback deals that reduce the price
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Products sold through unauthorised sellers, online marketplaces including eBay, Amazon, Kogan, Catch, MyDeal or international distributors
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Freight
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Pricing with delivery, installation, trade or club membership discounts
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A product that requires special ordering
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Bulk or commercial quantities, trade quotes, and pricing not available to the public
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Genuine mistakes in advertising or pricing errors
Warranty Policy
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For significant failures with the service, you are entitled to:
- A refund, store credit or like-for-like replacement
You are entitled to choose a refund or replacement for goods and services with major failures that can not be rectified. You are entitled to have the failure rectified in a reasonable timeframe with major goods. If this is not achievable, you are entitled to a full or partial refund.
- Carbatec offers a variety of warranties on selected Machinery Products. Please refer to the Warranty Documentation provided with your purchased product for full details, inclusions and exclusions.
- If the product you purchased included a Manufacturer's Warranty, please refer to Warranty Documentation supplied with your product. Due to differences in electricity standards, operating electrical products in a country other than Australia will void the warranty provided with the product.
Warranty Claims Process
- If you believe an item you purchased from Carbatec is faulty and covered under the provisions of the product Warranty, please bring the product back to your local Carbatec store for assessment, or if you prefer to Post the Product back, please get in touch with the Customer Service Team on 1800 658 111, who will provide you with a Returns Merchandise Authorisation (RMA) number and further instructions. If the product you have purchased is a bulky item/machinery and needs to be returned to Carbatec or one of our approved repair agents, please call our Customer Service Team on 1800 658 111 for a controlled return number using our nominated freight company.
Warranty Queries
- If you require more information about Warranties or a copy of Warranty Documentation, please contact our Warranty Administrator via our Customer Service Team at 1800 658 111.
Product Disclaimers & Notes
Customers should take all reasonable safety precautions when operating products purchased from Carbatec. We (Carbatec) will not be held liable to you for any personal injury (including, without limitation, injury or death) that you may suffer or sustain directly or indirectly due to the use of products sold by us. Nor will we be liable to you in respect of any other losses arising as a result of any such personal injury.
Nothing in this disclaimer shall limit or exclude our liability for death or personal injury resulting from negligence; limit or exclude our liability for fraud or fraudulent misrepresentation; limit any of our liabilities in any way that is not permitted under applicable law; or exclude any of our liabilities that may not be excluded under applicable law.
Errors & Omissions
While we work to ensure all information on our website and printed materials are accurate and correct, occasionally, an error may occur, and goods may either be incorrectly described or incorrectly priced, in which case we will not be obliged to supply the goods at the incorrect price or at all.
Should an error be made, we will (at our discretion) cancel your order and refund the price you have paid or seek your consent to continue with the sale at the correct cost. If we cannot contact you or you do not wish to continue with the order at the right price, we will cancel your order and refund the money you have paid.
This does not affect your Statutory Rights.
Electrical Disclaimers
Carbatec supplies a broad range of electrical products; it is essential to understand that not all electrical products are identical. Electrical products each have specific electrical requirements to ensure that they operate correctly. Electrical products that are not powered correctly may malfunction and result in the following:
- Damage to the Product
- Damage to the source of the electrical current
- Electrical Fire
- Electrical shock
Information regarding the electrical requirements of your Carbatec product can be found either in the product manual, on the product badge or the Carbatec website. However, to ensure your product is compatible with your electrical system, Carbatec advises that you discuss your product's electrical requirements directly with a Licensed Electrician. Carbatec staff are not qualified or permitted to offer advice on electrical products. Carbatec will not be held responsible for any damage or potential damage to property or persons related to using a product when utilising an inappropriate electrical source.
REMEMBER - If you are in any doubt, please call a licensed electrician.
Customer Feedback & Comments
Carbatec is committed to providing quality products and services to our customers through our retail stores and via this online shop. We value your feedback about our products, service and company. If you have feedback, please complete our Contact Form or call our Customer Care Team at 1800 658 111.
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