1. Cancelling an Order Before Delivery
If you wish to cancel an order before it has been dispatched, please contact admin@koenigmachinery.com.au as soon as possible. Koenig will attempt to cancel the order and issue a refund; however, once an order has been accepted and processing has commenced, cancellation may not be possible.
Custom and special orders are generally non-cancellable once accepted. Where Koenig agrees to a cancellation, any costs, expenses, and losses reasonably incurred by Koenig up to the date of cancellation (including supplier restocking charges and non-recoverable costs) will be deducted from any refund.
Please do not initiate a chargeback with your bank or card issuer before contacting Koenig directly. Chargebacks prolong the refund process and may result in additional bank handling fees being charged to you.
2. Change of Mind Returns
Koenig is under no obligation to accept returns for change of mind or for reasons unrelated to a defect in the goods or Koenig's error. Change of mind returns are accepted at Koenig's sole discretion and subject to the conditions below.
2.1 How to Request a Return
1. Email admin@koenigmachinery.com.au within 7 days of the date of delivery, quoting your order number and the reason for the return.
2. Koenig will assess your request and notify you in writing whether the return has been approved or declined.
3. If approved, you must return the goods to Koenig's main warehouse (55 Metrolink Circuit, Campbellfield VIC 3061) within 14 days of receiving written approval.
4. Koenig will process your refund within 3–5 business days of receiving and inspecting the returned goods.
Koenig will not accept drop-off returns at the NSW or QLD showrooms and all returns must be delivered or mailed to the main warehouse address above, unless otherwise agreed to in advance in writing.
2.2 Conditions of Return
To be eligible for a change of mind return, all of the following conditions must be met:
- The return request is submitted within 7 days of delivery.
- The goods are in new, unused, and resalable condition.
- All original packaging, components, manuals, and accessories are intact and undamaged.
- The goods are not listed as non-returnable under clause 3 of this policy.
- The goods weigh less than 250 kg (see clause 2.4 — Heavy Equipment).
2.3 Restocking Fee
Where a change of mind return is approved, a restocking fee of 10% of the invoiced price of the goods, or $50 (whichever is greater), will be charged at Koenig’s discretion to cover inspection, repackaging, and administrative costs. This fee, together with the cost of return shipping, will be deducted from any refund or credit issued.
If a returned item does not meet the conditions of return upon inspection, Koenig may decline the return or offer a partial credit at its discretion. The cost of returning non-compliant goods to the customer is at the customer's expense.
Exchanging a product after delivery is not allowed.
2.4 Heavy Equipment (>250 kg)
Machines weighing more than 250 kg cannot be returned for change of mind due to the practical and logistical constraints of return freight. This weight-based threshold is separate from, and should not be confused with, the definition of 'Large Machine' used in Koenig's Warranty Policy, which is determined by purchase price. If you have concerns about a heavy machine that is defective or not as described, please refer to your rights under the ACL and Koenig's Warranty Policy.
3. Non-Returnable Items
The following goods are not eligible for change of mind returns under any circumstances. These items may still be subject to remedy for defects or failures under the ACL and Koenig's Warranty Policy:
- Custom-made or specially ordered goods that are not ordinarily manufactured, supplied, or held by Koenig in the ordinary course of business and were produced, procured, or manufactured specifically for the customer's order.
- Consumables and wear items as defined in the applicable Warranty Policy (including inks, varnish, filters, laser consumables, abrasive components, and similar items).
- Goods sold on a clearance, demonstrator, ex-showroom, consignment, or 'as is' basis where that status was disclosed at the time of sale.
- Goods that, by their nature, cannot be resold as new once opened or used (including opened materials packs).
- Filters and sprays purchased separately.
- Services, once performed (including training, installation, and commissioning services), are non-refundable.
4. Faulty or Defective Goods
If you believe a product is faulty, defective, or not as described, please contact us at service@koenigmachinery.com.au. Koenig will assess your claim in accordance with its Warranty Policy and the ACL:
- Minor failure: Koenig may, at its option, repair or replace the goods within a reasonable time.
- Major failure: You are entitled to choose a refund or replacement.
The Warranty Policy sets out the process, timeframes, and exclusions applicable to warranty claims. Warranty claims are separate from this Returns and Refunds Policy.
5. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes, or modifies any rights you have under the ACL that cannot be excluded, limited, or modified by agreement. The warranty and defect remedy process is set out separately in Koenig's Warranty Policy.
6. Refund Processing
Once Koenig has received and inspected the returned goods, refunds will be processed within 3–5 business days. Refunds will be issued using the original payment method where practicable. Koenig will send a confirmation email when the refund has been processed. The time taken for the refund to appear in your account depends on your bank or payment provider.
Approved returns must be sent to: 55 Metrolink Circuit, Campbellfield VIC 3061. Please include your order number and customer name inside the package.