Returns & Refund Policy

At ACL ENGINEERING TECH SOLUTIONS, we want our customers to receive their orders in good condition and exactly as expected. If there is a problem with your order, please contact us as soon as possible so we can assist you.

Please notify us of any damaged, faulty, incorrect, or missing goods within 7 days of delivery.

Returns

Customers may request a return for eligible goods within 28 days from the date of delivery.

To qualify for a return:

  • A Returns Authorisation Number (RAN) must be obtained from ACL ENGINEERING TECH SOLUTIONS before goods are returned.

  • Returned products must be in their original condition unless they are being returned because they are faulty or damaged.

  • Original packaging, accessories, documentation, and supplied components should be included where applicable.

  • Once a Returns Authorisation Number has been issued, goods should normally be returned within 7 days.

  • Returns received without prior authorisation may be refused.

OMRON TECH reserves the right to reject returns that do not meet these conditions.

Faulty or Damaged Goods

If goods arrive damaged, defective, or are found to have a confirmed fault, please contact us within 7 days of delivery.

Depending on the circumstances, ACL ENGINEERING TECH SOLUTIONS may:

  • Replace the affected product;

  • Arrange an exchange;

  • Issue a full or partial refund; or

  • Provide another appropriate solution.

Where the return is accepted as being due to damage in transit or a verified product fault, approved return or replacement costs may be covered by ACL ENGINEERING TECH SOLUTIONS.

Photos, videos, packaging images, serial numbers, nameplate details, or other supporting information may be requested to help us assess the claim.

Unwanted Goods

If you wish to return an unwanted item, you should contact us as soon as possible.

Eligible unwanted products may be returned within the applicable return period provided that they:

  • Have not been installed, operated, modified, or damaged;

  • Are complete and in re-sellable condition; and

  • Are returned with the original packaging where reasonably possible.

Returns requested outside the initial cancellation period may be subject to a 10% administration and restocking fee.

Shipping, collection, handling, or other return-related charges may also apply.

ACL ENGINEERING TECH SOLUTIONS will not normally accept non-faulty products that are not in original, complete, and re-sellable condition.

Non-Returnable Items

Certain products may not be eligible for return, including:

  • Special-order products;

  • Custom-manufactured or modified equipment;

  • Products manufactured or configured to customer specifications;

  • Installed or used equipment;

  • Products that have been damaged after delivery;

  • Items missing essential components, packaging, or documentation;

  • Products that cannot reasonably be resold for safety, technical, or commercial reasons.

Where a product is specially sourced or manufactured, any return rights will be communicated before or during the quotation or order process where applicable.

Exchanges

Approved exchanges will normally be processed after the returned goods have been received and inspected.

The replacement product will only be dispatched once the returned item has passed the necessary inspection or quality-control checks, unless otherwise agreed in writing.

Any difference in price, freight cost, taxes, or related charges may be payable before the replacement item is dispatched.

How to Return or Exchange an Item

Before returning any product, please contact ACL ENGINEERING TECH SOLUTIONS by email or through the contact details provided on our website.

Please provide:

  • Your name or company name;

  • Order or invoice number;

  • Product name and model number;

  • Reason for the return;

  • Details of any fault or damage;

  • Supporting photos or documents where applicable.

Once your request has been reviewed, we will provide a Returns Authorisation Number (RAN) where the return is approved.

When returning the goods:

  1. Include a copy of your invoice, order confirmation, or delivery note.

  2. Include the Returns Authorisation Number.

  3. Provide a brief explanation of the reason for the return.

  4. Package the goods securely to prevent damage during transport.

  5. Follow the return-shipping instructions provided by OMRON TECH.

The Returns Authorisation Number should be clearly shown on the return documentation or shipping label where requested.

Return Shipping

Depending on the reason for the return, ACL ENGINEERING TECH SOLUTIONS will advise whether:

  • We will arrange collection;

  • A prepaid return method will be provided; or

  • The customer is responsible for arranging and paying for the return shipment.

Customers should not send goods back without first receiving return instructions.

Where the customer is responsible for return transportation, we recommend using a tracked and appropriately insured shipping service.

Refunds

Refunds will only be processed after the returned goods have been received and, where necessary, inspected.

Approved refunds will normally be returned using the original payment method or another agreed payment method.

The refund amount may be reduced where applicable to account for:

  • Restocking or administration charges;

  • Return freight;

  • Collection costs;

  • Damage caused after delivery;

  • Missing parts or packaging; or

  • Reduction in the product's resale value.

Where goods are confirmed to be faulty, damaged in transit, or incorrectly supplied by ACL ENGINEERING TECH SOLUTIONS, an approved full refund or replacement may be provided.

Refund Processing Time

Once a refund has been approved, we will aim to process it promptly.

Please note that the time required for the funds to appear in your account may depend on your bank, card provider, payment processor, and payment method.

Inspection of Returned Goods

All returned products may be inspected before a refund, replacement, or exchange is approved.

This inspection may include checking:

  • Product condition;

  • Serial and model numbers;

  • Signs of installation or use;

  • Packaging condition;

  • Completeness of accessories and documentation; and

  • The reported fault or damage.

OMRON TECH reserves the right to reduce or refuse a refund where a returned product does not meet the applicable return conditions.

Order Cancellations

If you wish to cancel an order before dispatch, please contact us immediately.

Orders that have already been dispatched may need to be handled as a return.

Special-order, custom, or manufactured-to-order products may not be cancellable once processing or production has begun.

Your Consumer Rights

Nothing in this Returns & Refund Policy is intended to remove or limit any statutory rights that apply to you under applicable consumer protection laws.

Where mandatory local consumer laws provide rights that differ from this policy, those rights will continue to apply.

Contact Us

If you have any questions regarding a return, exchange, damaged product, or refund, please contact ACL ENGINEERING TECH SOLUTIONS before sending any goods back.

Our team will review your request and provide the appropriate return instructions.

ACL ENGINEERING TECH SOLUTIONS
Industrial Pumps, Valves & Process Equipment