Shipping & Returns

FREE SHIPPING! *Excludes remote postcodes and bulky items If you would like a quote for your shipping cost, simply follow the following steps:

- Choose the items you would like to purchase and add them to your cart
- Click on shopping cart or checkout.
- Shipping will show on the checkout page after you enter your address.

Delivery Time: We will dispatch your order in most cases within 1 to 3 business days from when you placed it. Your order will, in most cases, arrive within 2 to 7 business days within Australia depending on your location. Sometimes delays can happen that are out of our control, such as delays by the couriers, lost packages, closures of postal services. Please use the tracking information provided to you in an email a few days after you placed your order to track your order How do I return an item? We will be glad to refund or exchange any item that is faulty or unsuitable. The item returned must not be in used condition and must be sent within 30 days of the original purchase. All postage costs associated with the return or exchange must be covered by the customer unless the item is faulty when it arrived. Conditions:

- If the product you purchased does not perform to your standard, it does not necessarily mean it is faulty. Expectations of product performance may vary from person to person therefore if there is no fault with the product and you wish to return it, postage will be covered by the customer.
- If the item part you purchased does not fit your machine, postage will be covered by the customer.
- If you want to return an item that qualifies for free postage, you are still liable for the cost of postage we incurred unless the item you are returning is faulty.
- The item must be returned in its original packaging and in resalable condition.
- Special order items are not eligible for return.
- Used machines, motors, cords, accessories and wear items are not eligible for return unless they are faulty.
- All machines must be returned in sealed manufacturer boxes in new condition. A 20% restocking fee will apply if the original seal / packing is removed.
- Please refer to the information & conditions at the bottom of the page for other details

Please make sure you read the above to ensure your return satisfies all conditions and email us with a return request to contactus@ruggedindustries.com.au or the form below and include your order number, the reason for return, and other relevant information in as much detail as possible. Rugged Industries General Warranty Policy Rugged Industries Pty Ltd ACN 154 866 878 (“Rugged”) warrants to the original purchaser that the equipment specified in the Instruction Manual and Parts Guide is free from defects in workmanship and materials under normal use for a specified period of 12 or 24 months as specified in the Instruction Manual and Parts Guide provided with each vacuum Cleaner. Under this warranty, after examination discloses it to have been defective, Rugged will repair or replace at its factory or authorised dealer service outlet, parts of the Equipment that fail under normal use and service, when operated and maintained in accordance with the applicable Instruction Manual and Parts Guide All warranty claims must be submitted via the Rugged-authorised dealer or service agent from where the item was purchased. The purchaser is responsible to return the defective goods at their expense, to the Rugged-authorised dealer or service agent from where the item was purchased. This warranty does not apply to components replaced due to recommended service schedules, normal wear and tear or to items whose life is dependent on their use and care.

- Consumable parts, such as bags, filters, attachments, cords and accessories, are not covered by warranty.
- Wear parts, such as straps, floor tools, bristles, and roller brushes, are not covered under warranty.
- Warranty does not cover damage by transportation, freight, delivery, product return, accident, misapplication, improper service or maintenance, blockages, vacuuming water or bulk powder, moist carpet, use or other instructions not in accordance with the instruction Manual and Parts Guide.

Use of replacement parts not manufactured or supplied by Rugged will void all warranties expressed or implied and may give rise to a potential health hazard. All parts replaced under this warranty become the sole property of Rugged or its original manufacturer, whichever the case may be. This warranty is applicable only to the original purchaser. Rugged is not responsible for costs or repairs performed by persons other than those specifically authorised by Rugged. This warranty does not apply to damage from transportation, alterations by unauthorised persons, misuse or abuse of the equipment, use of non-compatible parts, or damage to property, or loss of income due to malfunction of the Equipment. If difficulty develops with this Equipment, you should contact the dealer from whom it was originally purchased. The warranty coverage period on Equipment will commence 12 or 24 months as the case may be after the date of shipment from Rugged to its dealer or authorised agent unless the Equipment is sold before this time. This sale date would then be the beginning date of the warranty coverage. The following statements only apply to a consumer sale of goods or services as defined in the Australian Consumer Law. In this statement, ‘Our’ means ‘Rugged’ and ‘you’ means ‘original purchaser: 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 for 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. To the extent permitted by law, all other warranties whether implied or otherwise, not set out in these warranty terms and conditions are excluded and Rugged Industries is not liable in contract, tort (including, without limitation, negligence or breach of statutory duty) or otherwise to compensate you for:

- any increased costs or expenses
- any loss of profit, revenue, business, contracts or anticipated savings
- any loss or expense resulting from a claim by a third party; or
- any special, indirect or consequential loss or damage of any nature whatsoever caused by Rugged’s failure in complying with its obligations

The benefits given to you in this warranty are in addition to other rights and remedies under a law in relation to the Equipment or services to which this warranty applies. Conditions:

- If the product you purchased does not perform to your standard, it does not necessarily mean it is faulty. Expectations of product performance may vary from person to person; therefore, if there is no fault with the product and you wish to return it under warranty, you may be liable for the labour and postage costs incurred.
- The item must be returned in its original packaging.
- Consumable parts, such as bags, filters, attachments, accessories, cords are not covered by warranty.
- Wear parts, such as straps, floor tools, bristles, roller brushes, are not covered under warranty.
- Please refer to information & conditions at the bottom of this page for other important details

INFORMATION & CONDITIONS: RETURN TO SENDER" RETURNS A credit or refund less any "return to sender" fees will be issued for all parcels which are "returned to sender". SECURE DELIVERY OF YOUR PARCEL If a delivery is attempted while no one is home, the courier will either leave your item at your door or leave you a card to take to the specified pickup location where you can then sign for your new items and take them home. CANCELLATION OF ORDER BEFORE SHIPPED

- If you wish to cancel your order before we ship it, please contact us as soon as possible. Shipped orders cannot be cancelled.

LOST OR STOLEN ITEM/S VIA SHIPPER

- Rugged Industries is not responsible for parcels that are lost, stolen, damaged or delayed in transit due to the fault of delivery carriers or theft. Please contact the relevant couriers directly with your tracking number to resolve the dispute.

CHANGE OF MIND If you simply change your mind, and the product(s) are unopened and still in their original packaging, you may return them to our warehouse / factory within 30 days of purchase at your own cost less a 10% restocking fee. You must call Rugged Industries Pty Ltd prior to returning orders for instructions on how to do this. HOW WILL MY RETURN BE PROCESSED?

- Once the item/s are received, they will be checked to make sure they meet our returns conditions policy and once cleared, you will be emailed a credit or refund for the purchase price (excluding original shipping cost and discounts) directly to the original account used for your purchase.
- We will endeavour to process returns as soon as they are received but please allow up to 14 business days for it to be processed. You will receive email notification with your credit or refund once finalised. We cannot process returns until your item(s) have physically reached our returns department. We recommend keeping a copy of your tracking number as we will not be responsible for parcels lost in transit.
- Purchases made using Afterpay, Paypal follow the same return conditions.

RETURNS POLICY

- We want you to be satisfied with your online order, and if for any reason you are dissatisfied with your purchase, you will be able to return your full price items within 30days of your original purchase date for an online credit or refund.
- If the product you purchased does not perform to your standard, it does not necessarily mean it is faulty. Expectations of product performance may vary from person to person therefore if there is no fault with the product and you wish to return it, postage will be covered by the customer.
- Used machines or motors are not eligible for return unless they are faulty.
- Once your return has been approved through the return request form it must be posted back to us within 7 days.
- If we do not receive item/s, we do not take responsibility for lost packages by Australia Post or any other courier.
- If a return is sent outside of this time frame, we will use our discretion as to whether we can make an exception.
- Rugged Industries reserves the right to reject a return if we conclude it is not in a new/ resalable condition. A 20% restocking fee will apply if the original seal, packaging is removed or damaged.
- In the rare event that a return is rejected the decision is final and not negotiable.
- If the tracking of your return shows it has been delivered to our warehouse, but you have not received a credit or refund within 14 business days of the delivery date, please follow up by email contactus@ruggedindustries.com.au
- We advise all customers to keep their tracking number once item/s are posted. Customers will be able to track and monitor their return via their tracking number.
- Postage charges are non-refundable. The expense of postage for all returns will be at the customer’s own cost.
- The item must be returned in its original packaging and in resalable condition.
- Special order items are not eligible for return.
- If a refund is approved and processed it may take up to 24/48hrs to reach your account.

If you need to return an item, please contact us below with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return items. Return Request Form