Refunds, Returns & Exchanges

At BWM Products, we want you to be confident when purchasing our machinery and outdoor power equipment. If you experience a problem with your order, receive an incorrect item, or would like to request a return or exchange, our team is here to help.

This policy applies to purchases made directly through BWMProducts.com.au.

Faulty or Defective Products

If you believe your product is faulty or defective, please contact us as soon as possible and provide:

• Your name and order number
• The product model and serial number, where applicable
• A description of the issue
• Photos or videos showing the problem, where possible

Our team may ask you to complete some basic troubleshooting or provide additional information so we can assess the issue.

Depending on the nature of the problem, the appropriate solution may include a repair, replacement, refund or other remedy in accordance with Australian Consumer Law.

BWM Products may need to inspect or assess the product before determining the appropriate remedy.

Large or Heavy Machinery

Many BWM Products, including log splitters, wood chippers, ride-on mowers, pressure washers and other machinery, are large and heavy items that require specialised freight.

Please do not arrange return freight yourself for a faulty large or heavy item unless instructed by BWM Products.

Where BWM Products is responsible for return or collection costs under Australian Consumer Law, we will work with you to organise an appropriate freight or collection method.

Change of Mind Returns

BWM Products is not required to provide a refund or exchange where you simply change your mind. However, we may consider a change-of-mind return at our discretion.

To be considered for a change-of-mind return, the product must:

• Be unused and in new, resaleable condition
• Include all original packaging, accessories, manuals and components
• Not have been assembled, fuelled, operated or damaged
• Be returned with proof of purchase
• Be approved by BWM Products before being returned

Approved change-of-mind returns may be subject to a restocking fee of between 10% and 20%, depending on the product, its condition, packaging and handling requirements.

Original delivery charges are not refundable for change-of-mind returns, and the customer is responsible for all return freight costs.

Please contact us before returning any product. Items returned without prior approval may not be accepted.

Exchanges

If you have ordered the wrong product and would like to exchange it for another model, please contact us before returning the item.

Where an exchange is approved:

• The product must meet our change-of-mind return conditions
• Return freight is the customer’s responsibility
• Additional freight charges may apply for the replacement product
• Any difference in product price must be paid before the replacement is dispatched
• A restocking fee may apply

If the replacement product is lower in value, any approved balance will be refunded after applicable fees and charges have been deducted.

Special Orders

Products specifically ordered, sourced or brought into stock for an individual customer are generally not eligible for change-of-mind returns or exchanges.

This does not limit any rights you may have under Australian Consumer Law if the product is faulty or does not meet a consumer guarantee.

Used, Demo and Clearance Products

Demo, used, clearance or discounted products are not automatically excluded from your rights under Australian Consumer Law.

However, change-of-mind returns may not be available on these products. Any defects, cosmetic damage or other conditions that were clearly disclosed before purchase will not normally provide a basis for a return on account of that disclosed condition.

Incorrect or Damaged Deliveries

Please inspect your order as soon as practical after delivery.

If you receive an incorrect product or notice that your order has been damaged during transport, please contact BWM Products promptly with your order number and photos of:

• The product
• The packaging
• Any visible damage
• The freight label, where applicable

Please retain the original packaging until we have reviewed your claim, as it may be required for transport or assessment.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we will endeavour to cancel it and arrange a refund.

If the order has already been dispatched, freight and return costs may apply and the return may be treated as a change-of-mind return.

Special-order products may not be cancelled once they have been ordered from our supplier or allocated specifically to your order.

Refund Processing

Once an approved returned item has been received and inspected, we will process the applicable refund.

Refunds will generally be returned to the original payment method unless another arrangement has been agreed.

Processing times can vary depending on your bank or payment provider.

Before Returning an Item

Please do not send machinery or parts back to BWM Products without contacting us first.

This is particularly important for machinery containing petrol, oil or other fluids, as freight carriers may have specific transport requirements.

Our team will provide return instructions and, where applicable, advise which freight method or depot should be used.

Need Help?

If you have a problem with a BWM Product or would like to discuss a return or exchange, please contact our team before sending the product back.

BWM Products
Phone: 1300 454 585 – Option 1

Please have your order number, product details and any relevant photos or videos ready so our team can assist you as efficiently as possible.