At Vending Direct Australia, we are committed to supplying quality vending machines, automated retail solutions and related equipment to businesses across Australia. Please read our Refund & Returns Policy carefully before placing an order.
Due to the commercial nature, size and value of vending machines, returns and refunds are handled in accordance with Australian Consumer Law and the specific circumstances of each order.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement, repair or refund for a major failure. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
Change of Mind Returns
Vending Direct Australia does not generally accept returns for change of mind.
This includes situations where:
You no longer require the machine
You selected the wrong model
Your business circumstances changed
You found an alternative supplier
The machine does not fit your site due to incorrect measurements or access issues
You did not check power, space, access or placement requirements before purchase
As vending machines are bulky commercial items, customers are responsible for ensuring the machine is suitable for their intended location before placing an order.
Custom, Special Order or Pre-Ordered Machines
Custom machines, special order items, pre-orders and machines ordered specifically for a customer cannot be cancelled, returned or refunded for change of mind once the order has been confirmed.
This may include machines with custom branding, custom configuration, specific payment systems, special features or supplier-ordered stock.
Faulty or Damaged Products
If you believe your machine or product is faulty, please contact us as soon as possible.
We may request the following information:
Your order number
A clear description of the issue
Photos or videos showing the fault
Photos of the packaging, if relevant
Any error messages displayed by the machine
Details of when the issue first occurred
Once we receive the information, we will assess the issue and advise the next steps. Depending on the circumstances, this may include troubleshooting support, replacement parts, repair, return for assessment, replacement or refund where required by law.
Transit Damage
Please inspect your delivery carefully when it arrives.
If your machine or product appears to have been damaged in transit, please notify us as soon as possible and provide photos of the packaging and item.
Where possible, visible damage should be noted with the freight carrier at the time of delivery before signing for the goods.
Failure to report transit damage promptly may limit our ability to lodge a claim with the freight provider.
Returns for Assessment
If a return is required for assessment, the item must be returned in suitable packaging to prevent further damage during transport.
Customers must not return any item without first contacting Vending Direct Australia and receiving return instructions.
Items returned without prior approval may be refused or may experience processing delays.
Return Shipping Costs
Return shipping costs will depend on the reason for the return.
If the product is confirmed to have a fault or major failure covered under Australian Consumer Law, Vending Direct Australia will assist in arranging an appropriate remedy.
If the return is not due to a fault, or the issue is caused by incorrect use, unsuitable installation, damage after delivery or change of mind, the customer may be responsible for return freight, redelivery fees, inspection costs and any related charges.
Customer Responsibilities
Customers are responsible for ensuring:
The machine is suitable for the intended site
The delivery address is accessible
Doorways, lifts, ramps and pathways can accommodate the machine
Correct power supply is available
The machine is used according to the supplied instructions
The machine is not modified without approval
Regular cleaning, maintenance and restocking are carried out where required
Damage caused by misuse, neglect, incorrect installation, unsuitable location, unauthorised modification, lack of maintenance or failure to follow instructions may not be covered by warranty or refund rights.
Refund Processing
Where a refund is approved, it will be processed using the original payment method where possible.
Refund processing times may vary depending on your bank, payment provider or finance provider.
Original freight, delivery, installation, handling or payment processing fees may not be refundable unless required by law.
Cancellations
Order cancellation requests must be made in writing as soon as possible.
If your order has already been processed, dispatched, customised, ordered from a supplier or prepared for freight, cancellation may not be possible or may incur costs.
Any approved cancellation may be subject to deductions for expenses already incurred, including supplier fees, payment processing fees, freight bookings, customisation costs or administration costs.
Used or Demonstration Machines
Used, ex-demo or clearance machines may have cosmetic wear or previous use, which will be disclosed where relevant.
These machines are sold based on their stated condition at the time of sale. They are not eligible for return due to cosmetic imperfections or signs of prior use that were disclosed before purchase.
Your rights under Australian Consumer Law still apply.
Contact Us
For refund, return or warranty enquiries, please contact Vending Direct Australia with your order details and a description of the issue.