Warranty, Refunds & Repairs – Great Engineering
Great Engineering aims for 100% customer satisfaction. If you have any questions relating
to your warranty, 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 purchasers please contact our USA office: +1 800 279 2452
Arranging a Warranty Claim, Repair or Trade in
1. 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 handling), or an exchange of goods.
Please Note: Returns, Exchanges and Warranty Claims will not be accepted without a valid RMA number.
We will allow you 7 business days for return delivery from the date of issuing a RMA. We highly recommend registering the parcel to enable tracking as Great Engineering is not liable for any products lost in transit during the return process, you as the purchaser are.
2. Return Merchandise Authorization:
Upon assessing your circumstances, our Customer Care Team may offer an RMA for Refund or Exchange in the following situations:
• your machine is unfit for purpose and can’t be fixed
• your machine doesn’t do what you asked for, and it can’t be engineered to fix this problem; or
• your machine is unsafe.
RMAs relating to Warranty Claims will be issued on case by case basis.
3. Receiving a Refund or Exchange:
For a Refund: Once the product has been received and approved by our team, we will arrange for a refund (of monies paid to date, less postage and up to a 25% restocking fee) within 3-5 business days.
To be eligible for a refund:
(i) you must have a valid RMA Number
(ii) 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. If goods are not returned in their original packaging and condition, costs of restoring them to this condition will be deducted from any refund to you.
To be eligible for an Exchange:
(i) you must have a valid RMA Number
(ii) 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. If goods are not returned in their original packaging and condition, costs of restoring them to this condition will be deducted from any credit available to you to use in an Exchange.
(iii) 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.
4. For Warranty Claims:
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.
2. 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.