Last updated: 1 August 2026
1. About this policy
This policy applies to products purchased from Polish Up through www.polishup.com.au, by telephone, by email or through another sales channel operated by us.
Polish Up is operated by:
Consolidated Supply Pty Ltd as trustee for Ravs Trust trading as Polish Up
ABN: 32 997 738 060
Address: 7/42 Lysaght Street, Coolum Beach QLD 4573
Telephone: 1800 780 666
Email: info@polishup.com.au
This policy operates in addition to any rights and remedies available under the Australian Consumer Law.
2. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a repair, replacement, refund or other remedy where a product:
- is faulty or unsafe
- is not of acceptable quality
- does not match its description
- is substantially different from a sample or demonstration
- is not fit for its normal purpose
- is not fit for a particular purpose that you told us about before purchasing
- does not meet an express promise made about it
These rights apply automatically and may continue beyond any manufacturer’s or Polish Up warranty period.
3. Major problems
A product may have a major problem where it:
- is unsafe
- is substantially different from its description or sample
- cannot be used for its normal purpose
- cannot be used for a purpose disclosed to Polish Up before purchase
- has one serious problem, or several smaller problems, that would have stopped a reasonable customer from purchasing it
- cannot be repaired within a reasonable time
Where a product has a major problem under the Australian Consumer Law, the customer may choose between a refund or replacement. The customer may also elect to keep the product and seek compensation for any reduction in value.
4. Minor problems
Where a product has a minor problem that can be repaired within a reasonable time, Polish Up may choose to:
- repair the product
- replace the product
- provide another appropriate remedy
If we cannot repair the product within a reasonable time, the customer may become entitled to a replacement, refund or another remedy available under the Australian Consumer Law.
5. Reporting a faulty, damaged or incorrect product
Contact Polish Up as soon as reasonably possible if:
- a product arrives damaged
- the wrong product has been supplied
- parts or accessories are missing
- a product appears faulty
- the product does not match its description
Please provide:
- your name
- order number or other proof of purchase
- the product name
- a clear description of the issue
- photographs or video where this reasonably helps demonstrate the problem
- the product serial number, where applicable
Proof of purchase may include an invoice, receipt, order confirmation, card statement, payment reference or other reasonable evidence showing that the product was purchased from Polish Up.
Please do not send a product back until Polish Up has provided return instructions.
6. Product assessment
Polish Up may reasonably inspect or test a returned product before determining the appropriate remedy.
For machines and electrical products, we may ask the customer to provide photographs, video, operating details or information about:
- how the machine was assembled
- the power supply used
- the accessories fitted
- the material being polished
- the speed and operating conditions
- maintenance and cleaning
- any modifications or repairs
An assessment does not remove or reduce the customer’s rights under the Australian Consumer Law. A business is entitled to assess a product before providing a remedy.
7. Return freight for faulty products
For products that can be easily posted or returned, the customer may initially be asked to return the product using the instructions provided by Polish Up.
If the product is confirmed to have a fault covered by the Australian Consumer Law, Polish Up will reimburse reasonable return-transport costs.
For a large, heavy or difficult-to-transport faulty product, Polish Up will arrange collection or otherwise cover reasonable return-transport costs where required.
Customers should retain freight receipts so reasonable costs can be verified.
If an assessment finds that the product is not faulty, or that the problem resulted from misuse, accidental damage, unauthorised modification or another excluded cause, we will explain the assessment outcome and discuss return freight before returning the product.
8. Change-of-mind returns
In addition to rights under the Australian Consumer Law, Polish Up offers change-of-mind returns subject to the following conditions:
- You must contact Polish Up within 30 days of delivery.
- The return must be approved before it is sent.
- The product must be unused, uninstalled, unmodified and in clean, resaleable condition.
- All accessories, manuals, parts and promotional items must be included.
- Original packaging should be included where reasonably necessary to protect the product or allow it to be resold.
- Proof of purchase must be provided.
- The customer is responsible for return freight and safe packaging.
- The customer bears the risk of loss or damage until the return is received by Polish Up.
Polish Up may refuse a voluntary change-of-mind return where the product has been used, damaged, altered, incompletely returned or is no longer reasonably resaleable.
Businesses are not required to accept change-of-mind returns, but may establish their own conditions when they voluntarily offer them. Those conditions cannot be applied to legitimate faulty-product claims.
9. Products generally excluded from change-of-mind returns
Unless Polish Up agrees otherwise in writing, change-of-mind returns will generally not be accepted for:
- used polishing wheels, abrasives or consumables
- opened compounds, liquids or chemical products that cannot be resold
- products contaminated through polishing or workshop use
- specially ordered or imported products
- custom-made or modified products
- clearance products clearly identified as final sale
- products missing parts, packaging, instructions or accessories
- products damaged after delivery
- products purchased for resale
These exclusions do not affect any rights relating to faulty, unsafe, incorrectly described or incorrectly supplied products.
10. Misuse, wear and customer-caused damage
A customer will not generally be entitled to a remedy where the problem was caused by:
- unreasonable or incorrect use
- failure to follow operating or safety instructions
- incorrect installation or assembly
- overloading
- use with unsuitable wheels, accessories or compounds
- operation at an incorrect speed
- inadequate maintenance
- normal wear and tear
- accidental damage
- unauthorised repairs or modifications
- use of an unsuitable electrical supply
- continued use after a fault became apparent
This does not prevent a customer from claiming a remedy for an unrelated fault or problem covered by the Australian Consumer Law. Consumer guarantees generally do not require a remedy where the problem was caused by unreasonable misuse.
11. Refunds
Approved refunds will generally be made using the same payment method used for the original purchase unless Polish Up and the customer agree otherwise.
Once approved, Polish Up will process the refund promptly. The time taken for funds to appear may depend on the bank, card provider or payment service.
For an approved change-of-mind return:
- original delivery charges are not refundable
- return freight is paid by the customer
- the refund will be processed after the product has been received and inspected
These change-of-mind conditions do not apply where the customer is entitled to recover delivery or return costs under the Australian Consumer Law.
For a major product problem, the refund should be for the full amount paid and normally returned through the original payment method unless the customer agrees otherwise.
12. Exchanges and replacements
Replacement products are subject to availability.
Where an identical replacement is unavailable, Polish Up will discuss an appropriate alternative, refund or other remedy with the customer.
A replacement product provided under the Australian Consumer Law carries the same automatic consumer guarantees that apply to other products.
13. Order cancellations
Contact Polish Up immediately if you wish to cancel an order.
Where the order has not entered packing or dispatch, we will make reasonable efforts to cancel it.
If the order has already been dispatched, it may need to be treated as a change-of-mind return unless the product is faulty, damaged or incorrectly supplied.
14. International orders
Customers outside Australia must contact Polish Up before returning any product.
For approved international change-of-mind returns:
- the customer is responsible for return freight
- the product must comply with the change-of-mind conditions in this policy
- customs duties, import taxes and clearance charges are generally not refundable by Polish Up
For faulty or incorrectly supplied international orders, contact Polish Up so the circumstances and an appropriate remedy can be assessed.
Nothing in this section excludes any mandatory rights under applicable law.
15. How to request a return
Before returning a product, contact:
Email: info@polishup.com.au
Telephone: 1800 780 666
Include your order number, product details and reason for requesting the return.
Once approved, returns should be sent as instructed to:
Polish Up
7/42 Lysaght Street
Coolum Beach QLD 4573
Australia
Do not send products without first receiving return instructions. Polish Up is not responsible for returns sent to an incorrect address or without sufficient identifying information.
16. Contact and complaints
Polish Up aims to deal with return and consumer-guarantee matters fairly and promptly.
Please contact us first so we have an opportunity to investigate and resolve the matter:
Consolidated Supply Pty Ltd as trustee for Ravs Trust trading as Polish Up
ABN: 32 997 738 060
Email: info@polishup.com.au
Telephone: 1800 780 666
Address: 7/42 Lysaght Street, Coolum Beach QLD 4573