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Refund policy

Your Rights and Our Commitment

At EHI Australia Pty Ltd (ABN 61 098 176 991), we're committed to providing quality products and excellent customer service. This policy outlines your rights when returning products purchased directly from us.

Business Details:

  • Company: EHI Australia Pty Ltd
  • ABN: 61 098 176 991
  • Address: 29 Excellence Drive, Wangara, WA 6065
  • Phone: +61 8 9406 6333
  • Fax: +61 8 9406 6331
  • Email: cs@ehi.com.au

Return Conditions

Eligibility Requirements:

  1. Goods must have been purchased directly from EHI Australia Pty Ltd
  2. Returns must be initiated within 30 days of the invoice date
  3. A Credit Authorisation Number (CAN) must be obtained before returning goods
  4. Goods must be in original packaging, unused, and in saleable condition
  5. All original instructions and paperwork must be included

Items We Cannot Accept:

  • Specially procured items (you'll be advised at time of purchase)
  • Goods that have been fitted, used, altered, or damaged
  • Items with opened plastic shrink wrap or blister packaging
  • Returns without a valid CAN and copy of original invoice

Return Process

Step 1: Contact Us

  • Phone: +61 8 9406 6333 or email: cs@ehi.com.au
  • Request your Credit Authorisation Number (CAN)
  • For damaged goods: Please email photos to cs@ehi.com.au

Step 2: Return Your Goods

  • Write the CAN on a copy of your original invoice
  • Package goods securely using similar methods to our original dispatch
  • Include the CAN and invoice copy with your return

Costs and Fees

When EHI is Responsible: No fees apply when we've made an error, including:

  • Goods damaged or lost in transit
  • Incorrect items supplied due to our warehouse or office error
  • Pricing discrepancies caused by EHI error
  • We'll arrange collection for returns over $50 value

Customer Ordering Errors:

  • 10% restocking fee applies to the total value of returned goods
  • Standard freight charges are not refundable
  • Change of mind or customer ordering errors: EHI does not cover return freight. Return freight costs are entirely your responsibility.
  • Restocking fees may be waived with management approval

Delivery Timeframes

Processing Times:

  • Credit processing: 5-10 business days after goods are received and inspected
  • Refunds to original payment method: Additional 3-5 business days, depending on your financial institution

Collection Service:

  • Returns over $50: We may arrange collection at no charge to you
  • Returns under $50: Return freight is at your expense

Privacy and Data Security

We collect personal information, including your name, contact details, and transaction history, to process returns and maintain customer records. This information is:

  • Stored securely using industry-standard data protection measures
  • Used only for order processing, customer service, and legal compliance
  • Not shared with third parties except as required by law or for payment processing
  • Retained in accordance with Australian business record-keeping requirements

For our complete Privacy Policy, visit https://ehi.com.au.com/policies/privacy-policy

Cardholder Transaction Cancellation

For credit card transactions, refunds will be processed to your original payment method within 5-10 business days of approval. If you paid by credit card and wish to cancel a transaction, please contact us immediately on +61 8 9406 6333.

Export Restrictions

EHI Australia complies with all Australian export control regulations. Some products may be subject to export restrictions under the Defence Trade Controls Act 2012 or other applicable legislation.

Please contact us if you require clarification on export restrictions for specific products.

Australian Consumer Law

This returns policy operates alongside your rights under Australian Consumer Law. Nothing in this policy limits your statutory rights, including guarantees for products that are faulty, not fit for purpose, or don't match their description. For genuine warranty claims under Australian statutory requirements, different terms may apply.

Important Notice

Whilst we take care to ensure correct supply of goods, customers are responsible for ensuring parts are suitable for their specific application before fitting. EHI Australia accepts no responsibility for costs or damages arising from the installation of incorrect parts - the responsibility lies entirely with the purchaser and fitter to verify suitability.