Returns, Refunds & Warranty Policy

Effective Date: 15 September 2026

At Shaeo Group, we want our customers to be confident in the products they purchase from us. This policy explains our process for returns, refunds, exchanges and warranty claims.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Change of Mind Returns

We may accept change-of-mind returns within 30 days of delivery, subject to approval by Shaeo Group.

To be eligible for a change-of-mind return, the product must generally be unused, in its original condition and packaging, complete with all accessories, manuals and components, and suitable for resale.

Please contact us before returning any product. Products returned without prior approval may not be accepted.

Unless required by Australian Consumer Law, original delivery charges are generally non-refundable and the customer is responsible for return freight associated with a change-of-mind return.

A restocking fee may apply where permitted and reasonable, particularly for specially ordered, bulky or supplier-direct products. Any applicable fee will be discussed with you before the return is accepted.

Products That May Not Be Eligible for Change of Mind Returns

Change-of-mind returns may not be available for specially ordered or custom-sourced products, products specifically ordered or configured for a customer, clearance or final-sale products where identified as such, used or installed products, products missing original packaging or components, or dangerous goods where return freight or handling restrictions apply.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrectly supplied or not as described, please contact Shaeo Group as soon as possible.

Where appropriate, we may request photographs, the product serial number, proof of purchase or other information to help assess the issue.

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include repair, replacement, exchange or refund.

Where the product has a major failure, you may have the right to choose a refund or replacement in accordance with Australian Consumer Law.

SP Tools Warranty Support

Shaeo Group is proud to support customers with SP Tools warranty enquiries and claims.

If you experience an issue with an SP Tools product, please contact us and we will assist with assessing the warranty claim and, where applicable, liaising with SP Tools/Austech regarding the manufacturer's warranty process.

We may also assist with eligible SP Tools warranty claims for products purchased from another authorised retailer or supplier, subject to the product's warranty eligibility, identification, proof of purchase where required, and assessment under the applicable SP Tools warranty conditions.

Acceptance of a product for assessment does not automatically mean that a warranty claim has been approved. Warranty outcomes remain subject to the applicable warranty terms and assessment.

Warranty Exclusions

Manufacturer warranties generally do not cover normal wear and tear, misuse or abuse, accidental damage, incorrect use, unauthorised modification or repair, failure to maintain a product appropriately, or use outside the product's intended purpose.

Individual manufacturer warranty conditions may vary.

Return Freight

For approved change-of-mind returns, return freight is generally the responsibility of the customer.

For faulty or incorrectly supplied products, freight arrangements will be determined according to the circumstances of the claim and your rights under Australian Consumer Law.

Please do not arrange expensive pallet, skid or dangerous-goods return freight without contacting Shaeo Group first. We may be able to arrange a more appropriate return method or direct the product to another location for assessment.

Refunds

Once an approved return has been received and assessed, we will advise you of the outcome.

Approved refunds will generally be processed back to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

Where only part of an order is returned, only the applicable product amount and any other amount required by law will be refunded.

Order Cancellations

If you need to cancel an order, please contact Shaeo Group as soon as possible.

If the order has not yet been processed or dispatched, we will generally attempt to cancel it.

If an order has already been dispatched, ordered specifically from a supplier, or entered the freight network, cancellation may no longer be possible and the request may instead be treated as a return.

Any costs associated with an approved cancellation will be discussed with you before proceeding, except where a different remedy is required under Australian Consumer Law.

How to Request a Return or Warranty Claim

Before returning an item, please contact:

Shaeo Group
Email: sales@shaeogroup.com.au
Western Australia, Australia

Please include your order number or proof of purchase, the product or SKU, a description of the issue or reason for return, and photographs where relevant.

We will then advise you of the appropriate next steps and return instructions.