1. Standard 30-Day Change-of-Mind Returns (Unused Units)

For standard orders where the unit has not been commissioned:

• Eligibility Window: We offer a 30-day return window calculated from the verified date of delivery.

• Condition Requirements: To be eligible for a change-of-mind refund, the ROwasher unit must be completely unused, uncommissioned, in its original packaging, and in saleable condition. Returns cannot be accepted under this standard policy if ROwash degreasing fluid has been added to the tank or if the microbial filter mat packaging has been opened.

• Return Freight: Return freight costs for change-of-mind returns are the responsibility of the customer. Goods must be shipped to our Australian warehouse with tracking and transit insurance.

• Restocking Fee: A standard restocking fee of up to 20% of the machine purchase price applies to cover incoming receipt, safety inspection, repackaging, and administrative handling.

• Authorisation: All returns require an approved Return Authorisation (RA) number before dispatch. Unauthorised shipments will be refused.

2. 60-Day Workshop Trial & Buy-Back Guarantee (Used / Commissioned Units)

We stand behind the cleaning performance of bioremediation. For qualifying Australian workshops trialling the ROwasher system in real-world operating conditions, we offer a dedicated 60-Day Buy-Back Guarantee.

• Eligibility:

  • Applies exclusively to qualifying first-time business purchases of standalone ROwasher units (Static, Mobile, and XL models) purchased directly through ROwasher Australia.

  • The trial period runs for 60 calendar days from the date of delivery.

• Condition Requirements:

  • The machine must be returned in sound, operational condition with normal workshop cosmetic wear and tear accepted.

  • All original hardware and accessories must be returned, including nozzles, flow-through brushes, sink inserts, power leads, and baskets.

  • Fluid & Drainage: Before freight collection, the machine tank must be completely drained of all liquid in accordance with our decommission checklist. We cannot transport machines containing liquid.

• What is Refunded:

  • Machine Hardware: We will refund 100% of the original machine purchase price (no restocking fees apply to verified 60-day trial buy-back claims).

  • Consumables Allowance: Consumables used during the trial—including opened ROwash fluid drums and Microbial Filter Mats—are non-refundable, as these are consumed during the cleaning process.

• Return Freight: Return freight to our Australian distribution facility is arranged by the customer or can be arranged by ROwasher Australia and deducted at cost from your final refund amount.

• Exclusions & Void Conditions:

  • Chemical Contamination: Introducing unapproved chemicals, harsh mineral solvents, thinners, or unauthorized degreasers voids this guarantee (as solvents kill the bioremediating microbes and damage the tank seals).

  • Physical abuse, neglect, electrical damage, or structural modifications to the machine body or pump assembly.

• Claim Process: To initiate a trial buy-back, submit your request to our customer support team prior to Day 60 from delivery. You will receive an RA number, decommission instructions, and shipping label guidance.

3. Faults, Damage & Warranty Claims

Our products come with guarantees that cannot be excluded under Australian law for commercial and consumer goods:

• If your ROwasher arrives damaged in transit or develops an operational fault covered by our manufacturer warranty, notify our technical support team immediately.

• We will cover all necessary freight costs, replacement parts, technician support, or machine replacements for verified warranty claims.

• Exchanges or replacements are issued strictly for items assessed and confirmed as faulty under the terms of our product warranty.

How to Request a Return Authorisation (RA)

Do not ship items back to our warehouse without prior approval.

1. Contact our support team via email or phone with your Tax Invoice / Order Number, serial number, and reason for return.

2. Our team will review your request against the relevant policy (Standard Return, 60-Day Trial, or Warranty) and issue an official RA Number with warehouse shipping instructions.

3. Securely pack and label the machine with the RA number clearly marked on the outer packaging. Refunds are processed within 5 to 7 business days of warehouse receipt and technical inspection.