Returns & Refund Policy
Last updated: 17 August 2026
ENCAPS Pty Ltd (“ENCAPS”, “we”, “us” or “our”) wants you to be satisfied with your purchase. This Returns & Refund Policy explains how we handle returns, exchanges and refunds for products purchased through our online store.
This policy applies to purchases made through our website and online store and should be read together with our Terms of Service.
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL) or any other applicable law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where the Australian Consumer Law applies, these rights exist independently of any additional returns policy, manufacturer’s warranty or warranty offered by ENCAPS.
2. Change-of-mind returns
Subject to the exclusions below, ENCAPS may accept returns for products where you have simply changed your mind.
To be eligible for a change-of-mind return:
You must contact us within30 days of receiving the product.
The product must be unused and in its original condition.
The product must be returned in its original, undamaged packaging.
The product must be suitable for resale.
You must provide proof of purchase.
The product must not be a product specifically excluded from change-of-mind returns.
Change-of-mind returns are subject to our approval.
Unless the return isdue to a fault, defect, incorrect product supplied by us or another issue covered by the Australian Consumer Law, return freight costs are the responsibility of the customer.
Original shipping or delivery charges are generally non-refundable for change-of-mind returns.
3. Products that cannot normally be returned for change of mind
For safety, regulatory and product-integrity reasons, certain products may not be eligible for change-of-mind returns.
These may include:
Opened or partially used fire suppression concentrates or chemical products.
Products that have been mixed, diluted or otherwise altered.
Products that have been installed, activated, discharged or deployed.
Products that have been damaged, contaminated or improperly stored after delivery.
Products that cannot reasonably be returned by standard freight due to dangerous-goods or transport requirements.
Custom-made, specially configured or specially ordered products.
Products specifically identified as non-returnable at the time of purchase.
These exclusions do not affect your rights under the Australian Consumer Law where those rights apply.
4. Faulty, damaged or incorrect products
If you receive a product that is faulty, damaged in transit, materially different from the product ordered, or otherwise does not meet the consumer guarantees, please contact us as soon as possible.
Please provide:
Your order number.
A description of the problem.
Photographs of the product and packaging where relevant.
Any other information reasonably requested by us to assess the issue.
We may ask you to return the product so that it can be inspected.
Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a:
Repair;
Replacement;
Refund; or
Other appropriate remedy.
Where a product has a major failure, you may have the right to choose between a refund and replacement.
5. Products damaged in transit
Please inspect your delivery when it arrives.
If the packaging or product appears damaged, please photograph the packaging and product before disposing of any packaging materials and contact us as soon as reasonably practicable.
We will work with you and the relevant freight provider to resolve the issue.
You should not use a product that appears to have been damaged in transit, particularly where the product is pressurised, contains chemical concentrate, or forms part of a fire suppression system.
6. How to request a return
To request a return, contact:
ENCAPS Pty Ltd
Email: sales@encaps.com.au
Phone: 0457 643 669
Please include your order number and the reason for the return.
Do not send products back to us until we have provided return instructions.
For safety and freight reasons, some products may require specific return arrangements.
7. Return assessment
Returned products may be inspected before a refund, replacement or exchange is approved.
Where a return is approved, we will advise you of the outcome and the applicable remedy.
Where a product is returned as a change-of-mind return and does not meet the requirements of this policy, we may decline the return or contact you to arrange its return to you at your cost.
8. Refunds
Where a refund is approved, it will generally be made to the original payment method.
Refund processing times may vary depending on the payment provider, bank or card issuer.
If you paid by credit or debit card, the refund may take several business days to appear on your account after it has been processed by us.
9. Exchanges
Where appropriate, we may offer an exchange for an alternative product.
An exchange is subject to product availability and may be subject to additional freight or price differences.
Where the product is faulty or otherwise covered by the Australian Consumer Law, any remedy will be provided in accordance with your legal rights.
10. Sale and promotional products
Sale or promotional products are subject to the same consumer guarantees under the Australian Consumer Law.
A product being sold at a discounted price does not remove your statutory rights.
However, a discount may have been provided because of a disclosed condition or defect. Where this is the case, the disclosed condition will not normally constitute a fault for which you can subsequently claim a remedy.
11. Business purchases
Where products are purchased for business or commercial purposes, different provisions of the Australian Consumer Law may apply depending on the circumstances of the purchase.
Nothing in this policy is intended to exclude rights that cannot legally be excluded.
12. Contact us
If you have any questions about a return, refund or warranty claim, please contact us before returning the product.
ENCAPS Pty Ltd
ABN: 28682017483
Address: 11 Ryeland Court North Geelong Vic 3215
Email: sales@encaps.com.au
Phone: 0457 643 669