RETURNS POLICY

 

This Return Policy applies on related Duplex machine purchased from the Duplex Cleaning Machines website only.

A) Returning a Duplex Cleaning Machines if you change your mind

If you have decided to change your mind about our product, Duplex Cleaning Machines will consider your return provided that:

  • The product is returned to us within 30 days of the date you purchased the product;
  • The product is in the same condition as when received by you; and
  • The product is in its original packaging, including any instruction manuals and accessories;

Duplex Cleaning Machines reserves the right to refuse to offer a change of mind return where the above terms and conditions are not met. Subject to the terms and conditions of this Return Policy, where we accept a return for change of mind, we will offer you a refund in the form of cash debited back into your bank account. The refund will minus the cost of the original freight cost. No refund will be given before the product is received by Duplex Cleaning Machines.

 

B) In the event the Duplex machine is damaged in transit

If you receive a faulty or damaged machine in transit, we will accept your return provided that:

  • The case must be reported to our customer service team and photographic evidence of the damage the machine(s) must be submitted via email within 3 days of receiving the item;
  • The machine is in the same condition as when received by you; and,/
  • The machine is in its original packaging, including any instruction manuals and accessories.

Subject to the conditions of this Returns Policy, where we accept a return that is damaged in transit, we will organise pick up of the damaged unit and redispatch another unit to you. The replacement unit will not be dispatched before the damaged unit is received by Duplex Cleaning Machines.

C) In the event the Duplex machines is faulty

If you receive a machine that is faulty, we will accept your return provided that:

  • The case must be reported to our customer service team following the return process listed below;
  • The product is in the same condition as when received by you; and
  • The product is in its original packaging, including any instruction manuals and accessories.

Subject to the conditions of this Returns Policy, where we accept a return that is faulty, the Product will be repaired or replaced in accordance with the Duplex Cleaning Machines 12 months warranty terms.

 

Return Process

If you wish to make a return under this policy, you will need to:

  1. Contact us by email on the details below;
  2. A member of the Duplex Cleaning Machines support team will determine if a return is acceptable in the circumstances. Where a return is appropriate, we will issue you with a Return Authorization Number (“RA Number”). At this time, our support team will provide you with any additional details that you may require to complete the return process;
  3. Once an RA Number has been issued to you, you must return the product to Duplex Cleaning Machines within 14 days. If Duplex Cleaning Machines has not received the returned product within the 14 days, the return case will be closed. Please contact our customer support team if you will not be able to return the product within this 14 day period.
  4. Once Duplex Cleaning Machines has received the product, it will assess the product to determine if the return will be accepted and a refund provided.

* Please note that any returns sent to our office without an RA Number will not be processed. It is important that you contact our support team and obtain your RA Number prior to returning a product.

Contact Details
Duplex Cleaning Machines
Unit 8/177 Beavers Road, Northcote VIC 3070

Hours : Monday to Friday, 9.00am – 5.00pm
Ph 1800 622 770