At Douglas Machinery, we are committed to providing high-quality products and exceptional customer service. To ensure a clear and smooth returns process, please review the following policy in full.
Incorrect Items Supplied
If an incorrect part is supplied due to an error on our part, you are entitled to a full refund, including any applicable postage costs.
Electrical Items:
Refunds will not be issued for electrical components that have:
- Been removed from their packaging, or
- Been installed on a machine
Even in cases where the wrong item has been supplied, it is the customer’s responsibility to verify the part number on the packaging before opening or fitting the item. Please ensure you check all parts carefully before use.
Change of Mind & Order Cancellations
Returns will not be accepted for change-of-mind once an item has been dispatched.
If a customer places an incorrect order and requests a return, the case will be assessed individually. In these cases:
- A restocking fee may apply
- Restocking fees vary depending on the brand and may be up to 25% of the total sale value
Returns will not be accepted for products that:
- Have been used, even minimally
- Show signs of wear, such as grass or wood residue
- Have had any spare parts installed
Spare Parts Advice
If you require assistance selecting parts, we strongly recommend requesting advice in writing via email.
- Verbal advice given over the phone is not guaranteed and cannot be used as grounds for a return or refund if the wrong part is ordered
- Written correspondence provides a clear record of your request and our response
- Staff may ask you to send an email to confirm details before proceeding with a purchase
Customers are ultimately responsible for verifying all part numbers and compatibility before placing an order.
Returns Address
All returns must be addressed to:
Douglas Machinery Returns
34 Beech Street
Whittlesea VIC 3757
Transport & Shipping Liability
Douglas Machinery is not liable for damage or loss once goods have left our premises.
- All shipments are covered by basic transit insurance up to $1,000
- If your item exceeds this value, we recommend arranging additional insurance, unless otherwise agreed in writing with Douglas Machinery
Faulty or Damaged Goods
If your item arrives with major faults or defects that are not caused by shipping damage, you may be entitled to:
- A refund, or
- A replacement unit
Before issuing a refund or replacement, Douglas Machinery reserves the right to:
- Inspect the product
- Attempt repairs within a reasonable timeframe from the date we are notified of the fault
Refunds will be issued using the original method of payment, unless otherwise agreed.
Warranties on Branded Products
Douglas Machinery is an authorised dealer for trusted brands including Honda, Stihl, and MTD.
- Each product is sold with a manufacturer’s warranty
- Warranty repairs can be carried out by any authorised service dealer, not just at our store
- Products are registered correctly at the time of sale to ensure a streamlined warranty process
Australian Consumer Law (ACL)
We comply fully with the Australian Consumer Law (ACL) as administered by the Australian Competition and Consumer Commission (ACCC).
Under ACL, you are entitled to a repair, replacement, or refund if a product:
- Is faulty
- Is not fit for its intended purpose
- Does not match the description provided at the time of sale
Out-of-Stock Products
If an item you have purchased is not currently in stock, we will:
- Contact you to offer an alternative product
- Source the product from a supplier, or
- Issue a full refund to your original payment method
Refunds are generally processed within 3–5 business days, depending on your payment provider.