At Pharrell Marine Equipment Supplies (PMES), we aim to make your returns and component assessments as smooth and hassle-free as possible. Our policies comply fully with the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law (ACL).
1. Damaged, Defective or Transit-Damaged Items
Items that arrive damaged or defective will be replaced or repaired in alignment with consumer guarantees. To ensure a valid transit carrier claim, you must adhere to the following inspection windows:
- Immediate Notification: You must notify us in writing within 48 hours of receiving your delivery, accompanied by your proof of purchase and digital photographs of the damaged product.
- Packaging Inspection: Please preserve and save all damaged external packaging or shipping cartons for carrier inspection.
- Concealed Damage: If you discover internal material damage with no visible external transit wear, notify our team at once. We are contractually required to notify freight carriers within 5 days to prevent liability denial.
2. Change of Mind Returns & Standard Timeframes
Should you wish to return an unused, undamaged product due to a change of mind, you must notify us in writing within 7 days of receiving your goods. To ensure a smooth return process, please review the requirements below:
- Proof of Purchase: You must present your online tax invoice, receipt, or a clear photograph of your receipt.
- Original Condition: The product must be returned uninstalled, in its original condition and in its complete original packaging (including all technical manuals, brackets and accessories).
- Secure Packaging: Wrap the return securely in a sturdy shipping box using heavy-duty tape. Include a copy of your original purchase invoice inside the package.
3. Specific Product Exclusions & Restocking Fees
In accordance with Australian consumer guidelines, certain items are strictly excluded from change-of-mind returns, exchanges or credits unless they are fundamentally faulty at the time of supply:
- Custom & Special Orders: Custom-engineered applications or special non-stock items ordered specifically for your vessel. Special order non-stock items approved for return may be subject to a restocking fee equal to the greater of $30 or 18% of the purchase price.
- Cut Materials & Consumables: Opened tins of marine paint and custom cut-to-length items (including rope, wiring, hoses, extension plates and marine carpets).
- Dated Safety Gear: Liferafts and any safety items displaying a strict manufacturer expiry date.
- Gift Vouchers: Non-redeemable for cash.
Please Note: Under Australian Consumer Law, minor faults or defects on sale or clearance inventory are still eligible for repair, replacement or refund if they fail a basic consumer guarantee, regardless of store clearance tags.
4. Refund Exclusions
We reserve the right to deny a refund, replacement or repair service if you:
- Simply changed your mind, found the marine equipment cheaper somewhere else or decided you had no operational use for it outside our 7-day change-of-mind window.
- Misused, modified or installed the product in a manner that directly caused the fault.
- Were explicitly made aware of specific product faults or structural defects prior to making the purchase.
- Demanded a technical service or layout configuration against the direct design advice of the manufacturer or PMES engineering team.
5. Freight Logistics & Liability Limits
All logistical costs, freight charges and handling expenses relating to a change-of-mind return are born entirely by the customer.
- Tracking & Insurance: Returns must be shipped via a secure, trackable and insured commercial carrier with all freight costs prepaid.
- Damage Liability: PMES does not accept liability for return parcels lost or damaged during transit back to our facilities. If an item arrives at our warehouse damaged, the receiver must handle compensation directly via their shipping insurer.
- Receiver Accounts: We do not accept freight-forwarded deliveries or cash-on-delivery (COD) shipping charged directly to our corporate account.
6. Electronic Components & Technical Diagnostics
Given the complexity of modern marine navigation and tracking accessories, electronic items require rigorous bench testing and technical assessment by our staff before an official refund, exchange or warranty replacement can be cleared.
Data Loss Advisory: If you are returning marine electronics with memory modules, ensure you back up all stored user configurations, coordinates and custom GPS tracks. The diagnostic testing or firmware restoration process may result in a total loss of user-saved data. In accordance with manufacturing terms, components may be replaced with factory-refurbished units rather than undergoing direct physical repair.