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Refund and Returns

Refund & Returns Policy | Wave Engines Pty Ltd
Returns & Refunds

Refund & Returns Policy

We want you to be completely satisfied with your purchase. If something isn't right, we're here to help. Change-of-mind returns are accepted within 30 days for unused motors in original condition, and are resolved with a full refund. Your rights under the Australian Consumer Law always apply.

30
Day return
window
ACL
Australian Consumer
Law protected
Return Eligibility

What Can and Cannot Be Returned

We accept change-of-mind returns and process returns required under the Australian Consumer Law. Please review the conditions below before initiating a return.

Eligible for Return
Accepted Returns

The following items are accepted for return within 30 days of delivery or in-store collection, provided all conditions below are met.

  • New, unused outboard motors returned within 30 days of purchase
  • Motor is in original, uninstalled condition — never mounted or started
  • All original manufacturer packaging is intact and undamaged
  • All accessories, manuals, and documentation included in the original box are present
  • Proof of purchase (order confirmation or receipt) is provided
  • Products with a major fault as defined under the Australian Consumer Law, regardless of the above conditions
  • Products that do not match the description on our website at the time of purchase
Not Eligible for Return
Non-Returnable Items

The following circumstances are not eligible for a change-of-mind return. These exclusions do not affect your rights under the Australian Consumer Law.

  • Motors that have been installed, mounted, started, or operated in any way
  • Motors returned more than 30 days after the delivery or collection date
  • Motors with missing, damaged, or discarded original packaging
  • Items where proof of purchase cannot be provided
  • Damage caused by improper installation, misuse, or failure to follow manufacturer instructions
  • Normal wear and tear or deterioration from use
  • Special-order or non-stocked motors ordered specifically for a customer
Note on return freight: For change-of-mind returns, the customer is responsible for return freight costs. We recommend using a tracked freight service as we cannot accept responsibility for items lost or damaged in return transit. If the return is due to our error or a product fault, Wave Engines Pty Ltd will arrange and cover the cost of return freight.
Resolutions

How We Resolve Returns

The resolution offered depends on the nature of the return. Faulty product claims are handled in accordance with the Australian Consumer Law.

Change of Mind
Full Refund
Approved change-of-mind returns are resolved with a full refund to your original payment method. Refunds are issued once the returned motor has been received and inspected and meets the eligibility conditions above.
ACL — Minor Fault
Repair or Replacement
Where a product has a minor fault, we are entitled under the ACL to repair the product or provide a replacement within a reasonable timeframe. We will assess minor fault claims and advise on the resolution within 5 business days of receiving the returned item.
ACL — Major Fault
Full Refund, Replacement, or Compensation
If a product has a major fault as defined under the Australian Consumer Law, you are entitled to choose a full refund to your original payment method, a replacement, or compensation for the reduction in value. A major fault includes a product that is unsafe, significantly different from its description, or does not perform its intended function.
Return Process

How to Return Your Motor

Before sending anything back, please contact our team first. We will assess your return request and provide a Return Authorisation (RA) number. Returns received without a prior RA number may be refused and returned to sender.

To initiate a return, email us at info@waveengines.com.au with your order number, a description of the issue, and clear photos of the motor and packaging. We aim to respond to all return requests within 2 business days.

Once a return is approved, you will be provided with packing and freight instructions. Motors must be securely packaged — ideally in their original manufacturer packaging — to prevent damage in return transit. We cannot accept liability for motors damaged due to inadequate return packaging.

Approved refunds are processed within 5–10 business days of us receiving and inspecting the returned motor. You will receive confirmation by email when your refund has been issued.

Step-by-Step Return Process
1
Contact Us Before Returning Email info@waveengines.com.au with your order number, reason for return, and photos. Do not ship the item before receiving authorisation.
2
Receive Your RA Number We will assess your request and issue a Return Authorisation (RA) number within 2 business days if your return is approved. We'll provide packing and freight instructions at this stage.
3
Pack and Ship the Motor Securely repack the motor in its original manufacturer packaging. Mark your RA number clearly on the outside of the parcel and use a tracked freight service.
4
We Inspect on Arrival Once your return arrives, our team inspects the motor against the original return request. Inspection is typically completed within 2 business days of receipt.
5
Refund Issued Approved refunds are processed within 5–10 business days of inspection, back to your original payment method. You will receive email confirmation when complete.
Australian Consumer Law

Your Rights Under the Australian Consumer Law

Our products 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


Nothing in this refund policy limits or excludes any consumer guarantees, rights, or remedies you have under the Australian Consumer Law or any other applicable legislation. If you believe your rights under the Australian Consumer Law have not been met, you can contact the Australian Competition and Consumer Commission (ACCC) or your state consumer protection agency for guidance.

Common Questions

Returns & Refunds — Questions Answered

What is your return window?
We accept change-of-mind returns within 30 days of the delivery date or in-store collection date. The motor must be unused, uninstalled, and in its original manufacturer packaging with all documentation included. Returns requested after 30 days are not accepted for change-of-mind, but your rights under the Australian Consumer Law apply regardless of timeframe for genuine product faults.
Can I get a full cash refund if I change my mind?
Yes. For change-of-mind returns that meet our eligibility conditions, we issue a full refund to your original payment method once the returned motor has been received and inspected.
Who pays the return freight?
For change-of-mind returns, the customer is responsible for the cost of return freight. We recommend using a tracked service as we are not liable for items lost or damaged in return transit. If the return is due to our error, an incorrect item was sent, or the product has a verified fault, we will arrange and cover the return freight at no cost to you.
My motor arrived with a fault. What do I do?
Contact us at info@waveengines.com.au as soon as possible with your order number, a description of the fault, and photos or video showing the issue. Do not attempt to start or operate the motor if you suspect an internal fault. We will assess the claim and advise on the resolution — which may include repair, replacement, or a full refund depending on the nature and severity of the fault under the Australian Consumer Law.
Can I return a motor I have already installed or run?
No. Motors that have been mounted, installed, started, or operated in any way are not eligible for a change-of-mind return. This exclusion does not affect your rights under the Australian Consumer Law — if an installed motor develops a genuine product fault, you may still be entitled to a remedy. Contact us to discuss your situation.
How long does it take to receive my refund?
Once we receive and inspect your returned motor, approved refunds are processed within 5–10 business days. You will receive an email confirmation when your refund has been issued. Bank processing times may add an additional 3–5 business days depending on your financial institution.
Do I need to contact you before sending a return?
Yes — you must contact us and receive a Return Authorisation (RA) number before sending any item back. Returns received without a prior RA number may be refused and returned to sender. Email info@waveengines.com.au with your order number and reason for return to begin the process.
What are my rights under the Australian Consumer Law?
Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. 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 they fail to be of acceptable quality and the failure is not a major failure. Our change-of-mind return policy operates separately from and does not limit your statutory rights.

Questions About a Return or Refund? Contact Our Team.

85 Tope Street, South Melbourne VIC 3205  ·  0468 107 034  ·  Mon–Fri 8:00AM–5:30PM  ·  Sat 8:30AM–1:00PM

Send an Enquiry info@waveengines.com.au