CtrlOps Returns Policy

Last updated: 8 October 2025

1. Introduction

This Returns Policy explains your rights and obligations when returning Products purchased from CtrlOps. It should be read together with our Terms of Sale and Website Use and our Privacy Policy.

2. Australian Consumer Law Guarantees

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.

3. Manufacturer Warranties

Certain Products sold by CtrlOps are accompanied by warranties provided directly by the manufacturer. These warranties are offered in addition to your ACL rights. The terms and length of manufacturer warranties vary by Product and are set by the manufacturer.

Where you are making a claim under a manufacturer warranty, you may be required to make the claim directly with the manufacturer or their authorised service centre. In these cases, CtrlOps will use reasonable endeavours to assist by providing relevant documentation, proof of purchase, or contact details, but we are not responsible for administering manufacturer warranty processes.

4. Returns Eligibility

1. (a) CtrlOps will accept returns for products purchased from CtrlOps where:
   1. (i) the product is faulty (subject to the exclusions below);
   2. (ii) the product has been damaged in transit; or
   3. (iii) the wrong product was supplied.
2. (b) We do not accept returns:
   1. (i) for change of mind, accidental orders, or compatibility issues (unless we represented the product was compatible);
   2. (ii) if any damage or defect in the goods is due to you not having taken reasonable care of the goods, or by using the goods in a way they were not meant to be used;
   3. (iii) if the goods were not installed by a qualified person or were installed incorrectly;
   4. (iv) if you altered the goods, or the goods were otherwise damaged after delivery through accident, neglect, or improper storage;
   5. (v) if you had the opportunity to inspect the goods before buying and ought to have seen any obvious defect or damage;
   6. (vi) if you had the defect or damage drawn to your attention before buying (for instance, when goods were labelled as seconds, or faults were clearly marked);
   7. (vii) if you have taken too long to request a remedy (which will depend on the type of goods, what they are likely used for, the length of time that it’s reasonable for them to be used, and when it would be reasonable for the failure to become apparent);
   8. (viii) if you have lost, destroyed, or otherwise disposed of the goods; or
   9. (ix) if you have attached or incorporated the goods into other goods or property and they can’t be detached or isolated without damaging them.

5. Reporting Faults and Damages

If your Product is faulty, damaged, or incorrect on delivery, you must notify CtrlOps within seven (7) days of delivery. Notifications should be made by emailing support@ctrlops.com.au with your order number, details of the fault or damage, and photographs where relevant.

For defects arising after delivery, you must notify CtrlOps as soon as practicable after identifying the defect. Notifications should be made by emailing support@ctrlops.com.au with your order number, details of the fault or damage, and photographs where relevant.

You may seek a remedy under the Australian Consumer Law even where the Product is covered by an original manufacturer’s warranty.

6. Return Process

If we determine the Product or delivery is defective from the information and photographs you have provided without having the product returned to us, we will work with you to determine whether there will be a repair or replacement of the relevant product or a refund of the price paid for the product.

There may be circumstances in which we are unable to determine whether or not the Product is defective without having the Product returned to us. In those cases, CtrlOps will provide instructions on how to return the Product. Products must be returned with proof of purchase, in original packaging where possible, and securely packed to avoid further damage in transit.

Once we receive the Product, we will assess the Product to determine whether it is defective, and if so CtrlOps will cover the reasonable cost of return shipping and provide a replacement, repair, or refund in accordance with the ACL.

If the returned Product is found not to be defective, or the issue falls outside the ACL, we will notify you that your claim has been refused, and the reasons why, and arrange for you to have the Product returned to you (at your cost). You may be required to cover our reasonable inspection fees. You may also request that we repair or replace the Product at your cost.

7. Refunds and Replacements

Refunds will be issued to the original payment method only. Replacements will be provided where stock is available. If a replacement cannot be supplied within a reasonable time, you may request a refund instead.