Returns & Warranty
We’re here to help.
At Shaeo Group, we want to make returns and warranty claims as straightforward as possible. Whether you purchased a product directly from us or need assistance with an eligible SP Tools warranty claim, get in touch and we’ll help point you in the right direction.
Returns
If you need to return a product purchased from Shaeo Group, please contact us before sending or returning the item.
When contacting us, please provide your order or invoice number, the product details and the reason for the return. Photos may also be requested where an item is damaged, faulty or incorrect.
Change of Mind
Change-of-mind returns may be accepted at Shaeo Group’s discretion where the product is unused, unopened, in its original packaging and in a resaleable condition.
Freight and delivery charges are generally non-refundable for change-of-mind returns, and the customer may be responsible for the cost of returning the product.
Special-order, custom, clearance or specifically sourced products may not be eligible for change-of-mind returns. Please contact us if you are unsure.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty or is not what you ordered, please contact us as soon as possible.
Send us your order or invoice number, details of the issue and photos where applicable. We’ll work with you to determine the appropriate next step, which may include replacement, repair, refund or another remedy depending on the circumstances.
SP Tools Warranty Assistance
Got an SP Tools warranty issue? Talk to us.
Shaeo Group can assist with eligible SP Tools warranty claims — even where the product was originally purchased from another retailer or supplier.
If you are having difficulty getting an SP Tools warranty issue resolved through the original place of purchase, contact us and we can assist with the warranty process and liaise with SP Tools where appropriate.
To help us assess your claim, please provide the SP Tools part number, a description of the fault, photos where applicable and proof of purchase if available.
Warranty claims remain subject to the applicable SP Tools warranty terms, product eligibility and assessment. Some products, components, consumables or types of damage may not be covered by the manufacturer’s warranty.
Other Manufacturer Warranties
Products supplied by Shaeo Group may be covered by a manufacturer’s warranty. Warranty periods and conditions vary between manufacturers and products.
If you purchased the product from Shaeo Group, contact us and we’ll assist you with the warranty process wherever possible.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where applicable, you may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Need Help?
If you have a return, warranty claim or simply aren’t sure whether your product is covered, contact us before sending anything back.
Email: sales@shaeogroup.com.au
Include as much information as possible and we’ll help work through it with you.