Refund Policy

Last updated: 11 October 2026

This policy explains what happens if something you buy from AI Warehouse (ABN 40 466 852 258) is faulty, damaged or wrong. It forms part of our Terms of Service.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Change of mind

We do not offer refunds, returns or exchanges for change of mind, including where you no longer need a product, ordered the wrong item or found it cheaper elsewhere. Many products are ordered in for you from our distributor and cannot be returned to stock. Please check compatibility and specifications with us before you order.

Faulty products

If a product develops a fault, contact us at admin@aiwarehouse.com.au with your order or invoice number, the product's serial number and a description of the fault. We may ask for photos, videos or basic troubleshooting steps to help diagnose it.

We manage the claim with our distributor and the manufacturer for you. Depending on the fault and your rights under the Australian Consumer Law, the remedy may be a repair, a replacement or a refund. For a major failure, you choose between a replacement and a refund.

If a product needs to be returned for assessment, we will tell you how and where to send it. Where the product is faulty, we cover reasonable return shipping costs.

Damaged in transit or incorrect items

Please inspect your order when it arrives. If anything is damaged or is not what you ordered, tell us within 48 hours of delivery if you can, and keep all packaging. Photos of the box, packaging and product help us resolve it quickly with the courier and our distributor. We will replace the item or refund you.

Reporting after 48 hours does not take away your rights under the Australian Consumer Law, but prompt reports make claims much easier to resolve.

What is not covered

Except where the Australian Consumer Law requires otherwise, we are not responsible for problems caused by:

• incorrect installation, misuse, accidents or use contrary to the manufacturer's instructions;
• an inadequate power supply, power surges or overheating caused by the environment the product is used in;
• modification, opening or repair by anyone other than the manufacturer or its authorised service agent;
• software, firmware, drivers or third-party products not supplied by us; or
• normal wear and tear.

Before you return a product for assessment, back up any data on it. We and the manufacturer are not responsible for data lost during diagnosis, repair or replacement, to the extent permitted by law.

No fault found

If a returned product is assessed and found not to be faulty, or the fault was caused by something listed above, we will tell you and may charge reasonable assessment and return shipping costs before sending it back.

Refunds

Approved refunds are paid to the original payment method, or to a bank account in your name if you paid by bank transfer, usually within 10 business days of approval.

Manufacturer warranty

Products also carry the manufacturer's warranty, which is in addition to your rights under the Australian Consumer Law. Contact us first with any warranty claim and we will handle it for you.

Contact

AI Warehouse, ABN 40 466 852 258
Email: admin@aiwarehouse.com.au