Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to: cancel your service contract with us; and a refund for the unused portion or compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Change of Mind Returns – 7 Days

If you have changed your mind about your purchase, Flock Industries will be pleased to offer you a refund or exchange provided that:

The item is in re-saleable condition, including its original packaging (if any), is unused and as sold. A government issued form of identification must be presented at the time of the return in order to confirm your identity (for products with a value greater than $50). Personal information collected from you at the time of the return will only be used for the purpose of verifying and processing the return. We will record your name, postal address, phone number and email address. Your license number and date of birth will not be recorded. These details are collected in accordance with our Privacy Policy and Collection Statement. Our refund policy lasts thirty days. If thirty days have passed since the initial product purchase, Flock Industries will not offer a refund or exchange. 

If you are unable to provide a satisfactory proof of purchase, Flock Industries may, at its absolute discretion, provide you with an exchange or Flock Industries gift card to the current value of the item. Unless Australian Consumer Law applies, please note change of mind returns are not available for the following purchases:

Faulty Goods Returns

If you believe you have purchased a faulty product, you must provide proof of purchase to receive a refund or replacement product. Proof of purchase may be your original register receipt, credit card statement or any other form of evidence.

Flock Industries may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. Flock Industries reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

General Note about Returns

You must provide proof of purchase to make a claim and Flock Industries reserves the right to decline an exchange, refund or repair where a fault is caused by misuse or neglect.

Refunds can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item in the case of a 30-day business account holder.

If you have any questions about this document, please contact our Customer Care team via email [email protected]