Refund Policy
Last Updated: May 2025
1. Australian Consumer Law
Our Refund Policy complies with the Australian Consumer Law (ACL). Under the ACL, you are entitled to a refund, repair, or replacement if your item:
- Has a major problem or is significantly different from what was described.
- Is not of acceptable quality or fit for the intended purpose.
We are not required to provide a refund if:
- You change your mind,
- You made an incorrect selection, or
- You simply no longer want the item.
These exclusions do not apply if the product is faulty, not as described, or unfit for purpose.
2. Custom Orders – No Refunds
Due to the bespoke nature of our products:
- No refunds will be issued on custom-built machines once production has started.
- A 50% non-refundable deposit is required before we begin any custom order.
- Final payment must be made before shipping or pickup.
By placing a custom order and paying the deposit, you acknowledge that your item is considered a made-to-order custom product under ACL.
Please call us before placing a custom order to confirm all specifications and expectations.
📞 AU: 0419 885 910
🌐 Int’l: +61 419 885 910
3. Standard Products
If you purchase a non-custom item that is faulty, damaged, or not as described:
- Contact us within 7 days of delivery if the product is faulty on arrival.
- If a fault appears later, contact us as soon as possible — you may still be entitled to a remedy under ACL.
If eligible, you will receive a:
- Replacement,
- Repair, or
- Full or partial refund (depending on the nature of the defect).
Shipping costs are non-refundable unless the product is deemed faulty under ACL.
4. Return-To-Base Warranty
All machines come with a 24-month return-to-base warranty. If a covered fault occurs during this period, we will repair the item at no charge. Customers are responsible for transport costs to and from our service center unless the issue is deemed a major fault under ACL.
5. Need Help?
📧 Email: sales@retrocade.store
📞 AU: 0419 885 910
🌐 Int’l: +61 419 885 910