Returns Policy

AUSTRALASIAN VALVES PTY LTD

Last updated: August 13, 2026

1. Your rights under Australian Consumer Law

Nothing in this policy limits or replaces your rights under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

These guarantees apply to business customers too. Most goods we sell are covered, including goods bought by a business, where the price is $100,000 or less including GST. Goods above that amount are covered if they are of a kind ordinarily acquired for personal, domestic or household use.

There is one narrow exception. The consumer guarantees do not apply where you acquire goods for the purpose of re-supplying them, or for the purpose of using them up or transforming them, in trade or commerce, in the course of a process of production or manufacture or of repairing or treating other goods or fixtures on land. Buying a valve to install and operate in your own plant, facility or equipment is not within this exception. You keep your full consumer guarantee rights. If the exception does apply to your purchase, our Terms of Sale govern instead. If you are unsure which applies to you, contact us and we will confirm.

2. Faulty, damaged or incorrectly supplied goods

If an item arrives damaged, is faulty, does not match its description, or is not what you ordered, please contact us as soon as you become aware of the problem so we can put it right quickly.

Contacting us within 10 business days of delivery helps us lodge a carrier claim and resolve things faster, but it is not a deadline. Your rights under the Australian Consumer Law last for a reasonable period after purchase, depending on the nature of the goods and what would reasonably be expected of them.

Please provide:

• Your order or invoice number
• The part number and quantity affected
• A clear description of the problem
• Photographs of the item, the fault and the packaging, including any freight damage

What happens next. We will assess the claim. If the failure is major, you can choose between a refund, a replacement, or keeping the goods and being compensated for the drop in their value. If the failure is minor, we may choose to repair the goods within a reasonable time; if we do not do so within a reasonable time, you may then reject the goods and choose a refund or a replacement.

Where a claim needs technical evaluation we may refer it to the manufacturer. Referring a claim to the manufacturer is part of our assessment and does not transfer responsibility. We remain responsible to you for providing a remedy and we will not make you deal with the manufacturer directly. We will tell you the outcome within a reasonable time and keep you updated if evaluation takes longer than expected.

Goods lost or damaged in transit. Goods remain at our risk until they are delivered to you. If a consignment is lost, or arrives damaged, we will replace or refund it. There is no deadline for reporting a consignment that never arrives.

Return freight. Where goods are faulty, damaged in transit, or incorrectly supplied, Just Valves covers the cost of returning them and of sending a replacement. We will provide a return label or arrange collection. Please do not pay for return freight yourself without speaking to us first.

No fees apply. No restocking fee, handling fee or shipping deduction applies where goods are faulty, damaged in transit, not as described or incorrectly supplied. In those cases you receive a full refund including any shipping you paid.

3. Change of mind returns

We understand that specifications change and orders are sometimes placed in error. The following is offered at our discretion and is in addition to your rights under the Australian Consumer Law.

We accept change of mind returns on stocked items where all of the following apply:

• You request a return within 30 days of the delivery date
• The item is unused, uninstalled and has never been fitted to a line or pressurised
• The item is in its original, undamaged packaging with all seals, caps, tags, certificates and documentation intact
• The item is a standard stocked line, not a special order or non-stock item (see section 4)
• You have obtained a Return Authorisation number from us before sending anything back

Restocking fee. Approved change of mind returns are subject to a 20% restocking fee, deducted from your refund. This covers inspection, re-certification where required, repackaging and return to stock.

Return freight. You are responsible for the cost of returning change of mind items to us, and for ensuring they are packed well enough to arrive undamaged. We recommend using a trackable service. Items that arrive damaged or incomplete may be refused or attract a further deduction.

4. Items we cannot accept for change of mind return

The following cannot be returned for change of mind. This does not affect your rights if the item is faulty, damaged in transit or was supplied incorrectly. In those cases section 2 applies, whatever the item is.

• Special order, indent and non-stock items brought in specifically for your order
• Custom or modified products, including valves that have been actuated, assembled, machined, cut to length, re-trimmed or otherwise altered to your requirements
• Items that have been installed, fitted, pressurised or put into service, even briefly
• Items that have been in contact with process media, or that are contaminated, corroded or carry any residue. We cannot accept these back for safety and cross-contamination reasons, regardless of condition
• Products with a shelf life such as gaskets, seals, elastomers, sealants and adhesives where the packaging has been opened
• Clearance, ex-demonstration or sale items sold as such
• Items where the return was not requested within 30 days of delivery, or was sent back without a Return Authorisation number. Once we have issued an RA number, you have a further 14 days to get the goods back to us

5. Warranty against defects

This warranty is given by AUSTRALASIAN VALVES PTY LTD (ABN 42 670 419 593), 125-127 Barrington Street, Bibra Lake WA 6163, phone 1300 825 837, email sales@justvalves.com.au.

Warranty period. Products we supply carry the warranty offered by their manufacturer. Warranty periods vary by brand and product type and are typically 12 months from the date of delivery unless the manufacturer states otherwise. The applicable period is shown on your invoice or is available from us on request.

What is covered. Defects in materials and workmanship.

What is not covered:

• Normal wear of consumable components such as seats, seals, gaskets and packing
• Damage caused by incorrect installation, by sizing or selection you made or directed, or by use outside the product’s rated pressure, temperature or media compatibility. This exclusion does not apply where you told us the duty or application the product was for and we recommended or confirmed the selection. In that case the product must be reasonably fit for that purpose and the Australian Consumer Law applies
• Damage from cavitation, water hammer, over-torquing, freezing, foreign objects or debris in the line
• Corrosion or erosion caused by media the product was not specified for
• Products that have been dismantled, modified or repaired by anyone other than Just Valves or an authorised service agent
• Damage caused by lack of maintenance, or by operating conditions outside those you advised to us at the time of purchase

How to claim. Contact us using the details above within the warranty period with your order or invoice number, the part number and a description of the defect, then follow the return process in section 6.

What we will do. We will assess the goods and, where the warranty applies, repair or replace them or refund you. If the failure is major, you choose between a refund, a replacement, or keeping the goods and being compensated for the reduction in their value. If the failure is not major, we may choose to repair the goods within a reasonable time.

Cost of claiming. We bear the cost of returning goods to us and of returning repaired or replacement goods to you. If you expect to incur any other expense in making a claim, contact us first and we will tell you what we will reimburse before you incur it.

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

The benefits given to you by this warranty are in addition to other rights and remedies you have under a law in relation to the goods to which this warranty relates. Your rights under the Australian Consumer Law are not limited to the manufacturer’s warranty period. Depending on the price and expected life of the product, you may still be entitled to a remedy after the manufacturer’s warranty has expired.

If you are unsure whether a product is suited to your application, please talk to our technical team before ordering. We are happy to help with selection.

6. How to return an item

Step 1. Contact us on 1300 VALVES (1300 825 837) or email sales@justvalves.com.au with your order number, the part number and the reason for the return.

Step 2. We will issue you a Return Authorisation (RA) number and confirm where to send the goods.

Please do not send anything back before you have an RA number. It is how we track your return and get it to the right place. For change of mind returns an RA number is a condition of return, and unauthorised change of mind returns may be refused or returned to you at your cost. For faulty, damaged or incorrectly supplied goods the RA number is a process step only and does not affect your rights under the Australian Consumer Law. Contact us and we will issue one straight away.

Step 3. Pack the item securely in its original packaging, with the RA number clearly marked on the outside of the carton and a copy of your invoice enclosed.

Step 4. Send the item to the address we provide, or wait for the collection we arrange.

Safety note. Any product that has been in service must be fully drained, decontaminated and cleaned before return, and you must tell us what media it was exposed to. We cannot accept returns of products that have carried hazardous, toxic or unknown substances without prior written agreement and appropriate documentation.

7. Refunds and credits

Once we receive and inspect your return, we will let you know the outcome.

• Approved refunds are issued to the original payment method used for the order. We cannot refund to a different card or account.
• Refunds are normally processed within 5 business days of the return being approved. Your bank or card issuer may take a further 3 to 10 business days to show the funds.
• Where you are entitled to a refund under the Australian Consumer Law, we will provide a refund. We will not require you to accept a credit note. Customers on a trade account may choose to have the amount applied as a credit against their account instead, and we will confirm your preference before processing.
• Where an order qualified for free shipping and a change of mind return brings the value of the goods you keep below $100 including GST, our $25 flat shipping rate will be deducted from your refund, because the order would not have qualified for free shipping. This deduction never applies where goods were faulty, damaged in transit or incorrectly supplied.
• Original shipping charges are not refunded on change of mind returns. They are refunded in full where the goods were faulty, damaged or incorrectly supplied.

8. Cancelling an order

If you need to cancel an order, contact us straight away. If the order has not yet been picked, packed or dispatched, we will usually be able to cancel it and refund you in full.

Once an order has been dispatched, it is treated as a return under this policy. Special order and non-stock items cannot generally be cancelled once we have placed them with the supplier.

This does not affect your right to cancel where we have quoted additional freight for an oversized or heavy item under our Shipping Policy, or where we cannot meet a delivery date we agreed with you.

9. Contact us

AUSTRALASIAN VALVES PTY LTD 
125-127 Barrington Street, Bibra Lake WA 6163
Phone: 1300 VALVES (1300 825 837) or (08) 9434 4400
Email: sales@justvalves.com.au

Our team is available 8 am – 5 pm. Emergency valve service is available outside these hours. Call us for availability and rates.