Refund and Returns Policy

Our Commitment

Our team at All About Lifting and Safety are committed to providing you with high-quality, specialised lifting, rigging, height safety, and confined space equipment that meets stringent Australian Standards and is fit for its intended purpose. The safety critical nature of our products means it is essential they are supplied correctly and maintained appropriately.

Due to the specialised nature of our equipment, its critical safety applications, and to ensure the integrity and safety of all products we supply, we generally do not offer returns or exchanges for change of mind, incorrect selection, or if you have ordered the wrong product. We strongly encourage all customers to carefully verify their requirements and ensure the suitability of equipment for their specific application prior to purchase. Our expert team is available to provide advice and assistance in selecting the correct equipment to meet your needs.

This policy does not, and is not intended to, exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

Australian Consumer Law (ACL) Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

• For Goods: 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• For Services: For major failures with a service, you are entitled:
  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

What is a “Major Failure”?

A major failure with goods occurs when:

• the goods would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure; or
• the goods depart significantly from the description, sample, or demonstration model; or
• the goods are substantially unfit for a purpose for which goods of that kind are commonly supplied and they cannot, easily and within a reasonable time, be remedied to make them fit for such a purpose; or
• the goods are substantially unfit for a disclosed purpose that was made known to us (or our representatives), and they cannot, easily and within a reasonable time, be remedied to make them fit for such a purpose; or
• the goods are not of acceptable quality because they are unsafe.

A major failure with services occurs when:

• the services would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure; or
• the services are substantially unfit for a purpose for which services of that kind are commonly supplied and they cannot, easily and within a reasonable time, be remedied to make them fit for such a purpose; or
• the services are substantially unfit for a disclosed purpose that was made known to us (or our representatives), and they cannot, easily and within a reasonable time, be remedied to make them fit for such a purpose; or
• the services, and any resulting product, are not of such a nature, quality, state or condition that they might reasonably be expected to achieve a result desired by the consumer that was made known to us (or our representatives); or
• the supply of the services has created an unsafe situation.

Assessment of Claims under Consumer Guarantees

If you believe a product or service you have purchased from All About Lifting and Safety has a fault or does not meet a consumer guarantee, please contact us as soon as possible:

• Phone:
  • Gold Coast: 07 5597 2419
  • Brisbane: 07 3889 7774
  • Sunshine Coast: 07 5406 0804

• Email: admin@allaboutlifting.com.au

• Visit us at:
  • Gold Coast: 12/15 Industrial Ave, Molendinar
  • Brisbane: 1/19 Belconnen Crescent, Brendale
  • Sunshine Coast: 20/3 Page St, Kunda Park

To assist us in assessing your claim, please provide the following information:

• Your original proof of purchase (e.g., tax invoice).
• A detailed description of the alleged fault or issue.
• Photographs or videos of the alleged fault or issue, where applicable and safe to obtain.
• Details of how the product has been used.

We will then assess your claim. This may involve:

• Discussing the issue with you.
• Inspecting the goods (either at your site or requiring you to return them to us – see “Return of Goods” below).
• Conducting testing on the goods.
• Contacting the manufacturer or our supplier.

We will endeavour to complete our assessment within a reasonable timeframe.

Remedies for Confirmed Faults or Breaches of Consumer Guarantees

If, after assessment, we determine that there is a major failure with the goods or services, you will be entitled to choose between a refund, replacement (for goods), or compensation for any drop in value of the goods or services, as outlined under the ACL.

If the failure is minor and can be remedied, we will choose to:

• Repair the goods (or pay for the costs of repair).
• Replace the goods with identical or similar goods.
• Provide a refund.
• For services, rectify the service.

If we do not remedy a minor failure within a reasonable time, you may be entitled to reject the goods or cancel the service contract and seek a refund or have the failure remedied elsewhere and recover reasonable costs from us.

Return of Goods

• For Change of Mind/Incorrect Selection:
  As stated above, we do not accept returns for change of mind or incorrect selection due to the specialised and safety-critical nature of our products.
• For Assessment of Faults:
  If goods need to be returned to us for assessment:
  • Please contact us first to make arrangements.
  • You are responsible for the costs of returning the goods to us.
  • If the goods are subsequently found to have a major fault for which we are responsible, we will reimburse you for reasonable return shipping costs. Please keep receipts for these costs.
  • Goods must be returned in a safe and clean condition. For safety reasons, we reserve the right to refuse to accept goods that are contaminated or deemed unsafe to handle.
• Personal Protective Equipment (PPE):
  Due to hygiene and safety reasons, PPE (such as harnesses, lanyards, helmets, and respirators) cannot be returned if the packaging has been opened or the item has been used, unless there is a major failure or a breach of a consumer guarantee.

Custom-Made or Specially Ordered Goods

Goods that have been custom-made, specially engineered, or specifically ordered in to your unique specifications cannot be returned for change of mind or incorrect selection, as these items are unlikely to be resalable. This does not affect your rights under the Australian Consumer Law if the goods have a major failure or do not meet the agreed specifications.

Manufacturer’s Warranties

Some products supplied by All About Lifting and Safety may also come with a separate manufacturer’s warranty. These warranties are in addition to, and do not limit, your rights and remedies under the Australian Consumer Law. If a manufacturer’s warranty applies, the details (including claim process, period, and terms) will be provided with the product or can be obtained from us.

Limitation of Liability (for Business Customers)

Where goods or services are supplied to you as a “consumer” under the ACL, our liability for any breach of a consumer guarantee is limited as described above.

Where you are acquiring goods or services for the purpose of a business, and the goods or services are not of a kind ordinarily acquired for personal, domestic, or household use or consumption, to the extent permitted by law, our liability for a breach of a condition or warranty implied by law is limited (at our option) to:

• In the case of goods:
  • the replacement of the goods or the supply of equivalent goods;
  • the repair of the goods;
  • the payment of the cost of replacing the goods or of acquiring equivalent goods; or
  • the payment of the cost of having the goods repaired.
• In the case of services:
  • the supplying of the services again; or
  • the payment of the cost of having the services supplied again.

Contact Us

If you have any questions regarding our Returns and Consumer Guarantees Policy, please contact us.

This policy is effective from June 3rd, 2025. We reserve the right to amend this policy from time to time. Any amendments will be effective immediately upon notification on our website.