Returns Policy

1. Australian Consumer Law (ACL) Statutory Rights

1.1 Our goods come with guarantees that cannot be excluded under Schedule 2 of the Competition and Consumer Act 2010 (Cth).

1.2 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.

1.3 Nothing in this policy excludes, restricts, or modifies any condition, warranty, right, or remedy implied or imposed by the Australian Consumer Law.

2. Commercial / B2B vs. Consumer Purchases

2.1 Under the ACL, equipment purchases over $100,000 AUD (or heavy commercial machinery not ordinarily acquired for personal, domestic, or household use) may be subject to limited statutory remedies.

2.2 For commercial business-to-business (B2B) transactions falling outside consumer guarantee thresholds, remedies are subject to the manufacturer’s commercial warranty terms and our standard Commercial Sales Agreement.

3. Change of Mind Returns

3.1 Heavy Machinery & Access Equipment: Due to the specialised nature, freight logistics, pre-delivery inspections (PDI), and commissioning costs associated with new capital machinery, we do not offer returns or refunds for change of mind once an order has been dispatched or delivered.

3.2 Accessories, Attachments & Spare Parts: We may, at our sole discretion, accept a change of mind return for small off-the-shelf accessories or spare parts provided:

• You contact us within 14 calendar days of delivery.
• The item is unused, in original packaging, and in re-sellable condition.
• You agree to pay a 15% restocking fee to cover handling and administrative costs.
• You pay for all return freight and delivery costs.

4. Damaged in Transit, Faults & Major Failures

4.1 Inspection Upon Delivery: You must inspect all machinery, attachments, or parts immediately upon arrival.

4.2 Transit Damage: If equipment arrives visibly damaged, you must notify the freight driver, note it on the consignment note, and contact Pronto Access within 48 hours with photo/video evidence.

4.3 Equipment Faults / Defect Assessment: If a product exhibits a defect or failure:

• Stop using the machine immediately. Continued operation after a fault is detected may void warranty coverage.
• Contact our technical service team with serial numbers, hour meter readings, and a description of the issue.
• If necessary, our authorized service technicians will inspect the equipment on-site or at our designated workshop.

5. Remedies: Repair, Replacement, or Refund

5.1 Minor Failures: If the fault is minor (e.g., a easily replaceable hydraulic hose, minor electrical sensor fault, or loose fitting), Pronto Access will repair the item (or send a replacement component) free of charge within a reasonable timeframe.

5.2 Major Failures: If the machine suffers a major failure (as defined under the ACL), you may choose between:

• A full refund of the purchase price.
• A replacement machine of equivalent value (subject to stock availability).
• A repair, if agreed upon by both parties.

6. Manufacturer Warranty Coverage

6.1 All new machinery sold by Pronto Access comes with standard manufacturer structural, hydraulic, and engine warranties (e.g., 1-year, 2-year, or 5-year coverage depending on the brand/model).

6.2 Exclusions from Warranty: Warranties do not cover issues arising from:

• Failure to follow operation manuals or maintenance schedules.
• Misuse, overloading beyond maximum rated capacity, or improper site use.
• unauthorised modifications or fitting of unapproved attachments.
• Normal wear-and-tear items (e.g., tires, tracks, filters, fuses, hydraulic oil).

7. Freight Costs for Warranties & Returns

7.1 If an item is deemed faulty under Australian Consumer Law, Pronto Access will cover the reasonable transport or freight costs to assess, repair, or replace the machine/part.

7.2 If an inspection reveals that the fault was caused by operator misuse, lack of maintenance, or non-compliance with operational manuals, you will be liable for field service call-out fees, transport costs, and diagnostic labor.

8. How to Request a Return or Warranty Claim

To initiate a service, repair, or return request, please follow these steps:

1. Email: [Insert Warranty/Service Email]
2. Include Details: Your invoice number, machine model, serial number/VIN, current hour meter reading, and clear photos/videos of the issue.
3. Assessment: Our service department will contact you within 1 business day to arrange an on-site service call, return shipping label, or replacement part dispatch.