Refunds & Returns Policy – Great Engineering
Purchase any product from Great Engineering’s Labelling Machine range and try it in your business for 30 days.
Great Engineering aims for 100% customer satisfaction. If you are not 100% satisfied with your purchase, or if you have any questions relating
to the returns process, warranty enquiries, or how to get the most from your machine please contact our friendly Customer Care Team.
Customer Care: Call our Australian Head Office Monday-Friday 9am-5pm AEST or call our US Office Monday to Friday 9am to 5pm PST - we are here to help :).
Email mailto:[email protected]
Australia: +61 3 9646 8688
USA: +1 800 279 2452
How to Arrange a Return or Exchange
Contact Customer Care
Call or email our customer care team to obtain an RMA (Return Merchandise Authorization) number that will enable us to arrange for a full refund of monies paid to date (excluding postage and insurance), or an exchange of goods.
Please Note: Returns will not be accepted without a valid RMA number.
To be Issued with an RMA Number: The customer must photograph the machine
(i) being trialled on your premises with your products
(ii) unpacked, in as new condition after the trial, and
(iii) also photograph the machine repacked, in the original packaging, as shown in our repackaging instructions here.
These photographs must be sent to our customer care team and they will then issue you an RMA number.
We will allow you 7 business days for return delivery from the date of issuing a RMA.
PLEASE NOTE:Great Engineering, our agents, distributors and re-sellers are not liable for any products lost or damaged in transit during the return process, you as the purchaser are.
After issuing an RMA Great Engineering or our distributor will arrange for a courier to pick up the machine on a day and date agreed, or provide you with the information required to organise the return pick up.
Once the product has been received, inspected and approved by our team, we will arrange for a refund (of monies paid to date, less postage and delivery insurance) within 3-5 business days.
Terms and Conditions of our 30-day Money Back Guarantee:
There are terms and conditions on, and exclusions to, our 30 Day Money Back guarantee, so please read the text below.
Our 30 Day Money Back Guarantee covers standard equipment manufactured by Great Engineering, i.e. any of our labelling machines and the adaptors included to outfit your specific requirements.
If you choose to return the machine under the terms of our 30 day Money Back Guarantee, you will be required to repack the machine properly in the specially designed shipping carton the machine was shipped to you in - so please take care and open the carton carefully when you receive it.
Please note: To qualify for a full refund the goods must arrive back to us in their original condition, undamaged, along with any accessories included with your purchase, so please ensure you take every care when packing goods for return, pack them in the original shipping carton and follow all the instructions in our return shipping instructions.
NOTE: If goods are not returned in their original packaging and condition, a re-stocking fee of up to 25% may be charged to cover the repair of damages. However, if goods are received in their original condition, no restocking fee will be charged.
Exclusions: While we do everything we can to make customers ordering our machines as comfortable as possible, but we cannot include third party products in our 30 day Money Back Guarantee, which means any printers or print consumables associated with a print & label solution are NOT covered. These appliances are manufactured by other parties and are covered by their warranties. Also spare parts or any custom parts made for existing customers are not covered by our 30 day Money Back Guarantee, nor are transactions involving a trade in, but they arefully covered by our 5 year Manufacturers Warranty.
Exchange:Once the product has been received and approved by our team, we will arrange for a replacement product to be delivered to you within 10-14 days.
Arranging a Warranty Claim, Repair or Trade in
Great Engineering offers a 5 Year Manufacturer’s Warranty on our products, the most generous in our industry, because we believe we make the best and most reliable label applicators on the planet. Our parts and engineering tolerances are the best in our market. That’s why, should your product require repairs within 5 years from the date of purchase, Great Engineering will repair the product free of charge, in fact, if there is a fault in the machine we will pay all postage and handling fees associated with the return and repair of your machine.
Warranty Exclusions: The blue rollers (clearly shown in set up videos as being able to be cut to size for maintaining pressure on different sized bottles) are consumables and therefore not covered by our 5 year warranty. These can be easily ordered and shipped to you as required simply phone customer support.
Our goods come with guarantees that cannot be excluded under the relevant consumer law in your country, and we would never seek to deprive you of your consumer rights. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only.
For Trade Ins:
We also offer incredible trade ins deals for customers who need to upgrade their machines as their business grows, because our mission is to serve and support you through every phase of your business’s growth and success.
Ask about our trade ins when you talk to our sales team, which range from between 40-80% depending on the machines you are buying and trading in.