Refund policy

 

Refunds & Returns Policy — CV Heavy Traders (NSW, Australia)

Last updated: 08/01/2026

This policy applies to purchases from CV Heavy Traders (“we”, “us”, “our”). It should be read alongside our Terms of Service and Used Machinery Policy.

Nothing in this policy excludes your rights under the Australian Consumer Law (ACL).

1) Change-of-mind returns

We may offer change-of-mind returns only where stated below. Change-of-mind returns are not an ACL right.

1.1 Parts, accessories & non-machinery goods (generally eligible)

If you change your mind, you may request a return within 14 days of delivery/collection if:

  • the item is unused, uninstalled, and in original packaging

  • it is in re-saleable condition

  • you provide proof of purchase

Not eligible for change-of-mind returns:

  • electrical items once opened/installed (unless faulty under ACL)

  • special-order items sourced specifically for you

  • cut-to-length hose/cable, custom kits, made-to-order items

  • items damaged by improper fitting, misuse, or modification

Fees: We may charge a restocking fee up to 15% for change-of-mind returns (to cover inspection, repackaging, merchant fees), and outbound shipping is not refunded.

1.2 Used machinery (not eligible)

Used machinery, equipment and attachments are not eligible for change-of-mind returns.

Please inspect in person or arrange an independent inspection before purchase.

2) Cancellations (before dispatch/collection)

If you request cancellation before dispatch/collection:

  • Standard stocked items: we may approve cancellation and refund, less any payment processing fees already incurred.

  • Special orders / deposits: see Section 5.

Once goods have been dispatched, cancellation is treated as a return request (Section 1 or Section 3).

3) Faulty, damaged, or incorrect items

3.3 Faulty goods (ACL)

If a product has a fault, you may be entitled to a remedy under the ACL. Depending on the issue, this may include:

  • repair

  • replacement

  • refund

Used machinery is covered by ACL only to the extent the ACL applies and the issue is not consistent with age, wear, disclosed condition, or misuse.

4) Returns process (how to request)

To request a return or refund, email team@cvheavy.com.au with:

  • order number / invoice number

  • item details and reason

  • photos/video where relevant (fault/damage)

  • preferred contact number

Do not send items back without written approval. We may issue a Return Authorisation (RA) and return instructions.

5) Deposits, holds, lay-bys & special orders

  • Deposits to hold machinery may be non-refundable if you cancel (because the item is taken off the market). If refundable, it will be stated in writing at the time of payment.

  • Special-order items sourced specifically for you are not refundable for change of mind once ordered from the supplier.

  • Any refundable deposit/refund may be reduced by costs we cannot recover (supplier fees, freight, inspection).

6) Refund method & timing

Approved refunds are processed to the original payment method unless otherwise required by law.

Please allow 3–10 business days for funds to clear (banks/payment providers vary).

7) Used machinery note (important)

Used machinery is sold as used and may have wear and deterioration consistent with age and prior use.

Your purchase decision should be based on your inspection/assessment and any written statements on the invoice/sale agreement.

8) Contact

CV Heavy Traders

Email: team@cvheavy.com.au

Phone: 0437 516 472

Address: 2939 Thunderbolts Way, Gloucester NSW