Parts Warranty, Refunds & Returns Policy

This Schedule forms part of the Controls Direct Terms of Trade. Available here: https://controlsdirect.com.au/terms-conditions/

Warranty is product-specific. Check the Controls Direct quotation, order acknowledgement, invoice or the applicable Manufacturer documentation. The period and conditions may differ by brand, product family, date code, whether the item is a new product or service/replacement part, and its approved application.

No automatic universal period Unless Controls Direct confirms otherwise in writing, do not assume that every actuator, controller, PCB, thermostat or spare part has a 12-month warranty. Statutory rights may still apply independently of any stated voluntary warranty period.

How to make a claim

1. Stop using or energising the item if continued operation may create damage or a safety risk.
2. Email sales@controlsdirect.com.au or telephone 02 9525 8988 with the Controls Direct invoice or order number, part number, serial/date code, installation date, site/application, clear fault description and troubleshooting already completed.
3. Include photographs of the item, wiring and installation, and provide voltage/signal measurements, controller logs or commissioning records where relevant.
4. Wait for a Return Authorisation (RA) number and return instructions. Do not send goods without an RA.
5. Package returned Goods safely, retain tracking and place the RA number on the outer package. Remove passwords and back up any data where applicable.
6. Controls Direct or the Manufacturer will assess the Goods and advise whether the remedy is repair, replacement, equivalent supply, credit/refund or rejection of the claim, subject to the ACL and applicable warranty.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Assessment and freight

• Controls Direct may require the physical Goods before a claim can be determined.
• The Buyer ordinarily pays return freight initially. If the claim is accepted and the law or written warranty requires Controls Direct to bear reasonable claim costs, Controls Direct will reimburse or arrange the applicable cost.
• Urgent replacement stock is a separate sale unless Controls Direct approves an advance warranty replacement in writing. A credit is issued only after the returned item is accepted as covered.
• Goods that test correctly, show excluded damage or fall outside the applicable coverage may be returned at the Buyer’s cost. Any assessment fee will be disclosed before it is incurred.

Common exclusions from voluntary parts warranty

Incorrect product selection or use outside published electrical, mechanical, torque, temperature, humidity, ingress, safety or communications limits.

Incorrect supply voltage, polarity, wiring, earthing, signal, addressing, parameter, firmware or configuration.

Damper or valve binding, seized linkages, mechanical overload, poor alignment or inadequate maintenance.

Moisture, condensation, contamination, corrosion, chemicals, impact, mishandling, power quality or environmental damage.

Unauthorised alteration or repair, or removed/defaced serial numbers, date codes or tracking labels.

Labour, access, diagnosis, travel, removal, installation, commissioning or downtime, unless expressly included or recoverable under applicable law.

Change-of-mind and ordering errors

Change-of-mind returns require prior written approval and a valid RA. Approved stock-item returns must be unused, uninstalled and unopened in original packaging. A stated restocking fee and freight may apply. Special Order Goods, configured/programmed Goods, opened electrical products, software and discontinued products are ordinarily non-returnable for change of mind. These restrictions do not affect remedies required by law.

ACL notice

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.