CAP Products Australia Pty Ltd (ABN 83 671 754 279) trading as Aluen CAP Australia (CAP Products, we, us, our) is committed to complying with the Australian Consumer Law (ACL) and ensuring our customers are treated fairly where products are faulty, damaged, or not as described.
This Returns Policy explains how we handle returns, refunds, repairs, and replacements for purchases made via https://capproducts.com.au/. It operates alongside your rights under the ACL, which cannot be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
A major problem with a product includes where the item:
Where the problem is not major, we may choose to repair the product, replace it, or offer a refund within a reasonable time, in accordance with the ACL.
We are not required to provide a refund or replacement if you change your mind, choose the wrong product, or no longer need the goods.
In limited circumstances, and at our discretion, we may agree to accept a change‑of‑mind return if:
Any approved change‑of‑mind return may be subject to a restocking fee or other reasonable conditions, which will be communicated to you in advance. This does not limit your rights under the ACL.
Please inspect your order as soon as reasonably possible after delivery. If your order arrives damaged, broken, incorrect, or incomplete:
This timeframe helps us lodge a claim with the carrier and assess the problem promptly. Nothing in this clause reduces your rights under the ACL to claim for defects or failures discovered later.
Depending on the circumstances and our assessment, we may:
If you believe a product is faulty or does not perform as it should, please contact us as soon as possible with:
Because our products are used in specific agricultural and beekeeping contexts, we may need additional information about your application method, conditions of use, and adherence to label and permit instructions. Incorrect or non‑compliant use of agricultural chemical products can affect performance and may not constitute a failure under the ACL.
Where a product is assessed as having a failure to comply with consumer guarantees, you will be offered a remedy in accordance with the ACL (repair, replacement, or refund, depending on whether the failure is major or minor).
To request a return, repair, or refund, please follow these steps:
Where the product has a major or minor failure under the ACL, we will bear the reasonable costs of returning the product to us or to an authorised repair centre. This may include providing a pre‑paid return label or reimbursing your reasonable return freight expenses.
Where a return is accepted as a change‑of‑mind or does not relate to a failure under the ACL, you may be required to pay the cost of return shipping, and any shipping charges already incurred on the original order will generally not be refunded.
If a refund is approved, it will usually be processed using the original payment method, unless otherwise agreed.
Refund processing times may vary depending on your bank, card issuer, or payment provider. We are not responsible for any delays caused by third‑party financial institutions.
For safety, regulatory, or hygiene reasons, certain products may not be returnable except where required by the ACL, for example:
If you are unsure whether your product can be returned, please contact us to discuss your situation.
If you have any questions about this Returns Policy, or wish to make a return or lodge a complaint, please contact us:
We will respond within a reasonable time and work with you to resolve any issues in accordance with our obligations under the Australian Consumer Law.
