Refund policy

Effective Date: 01 January 2026

At Control Co Pty Ltd, we want you to feel confident when purchasing from us. This Refund Policy explains when returns, refunds, repairs, replacements and cancellations may be available for products and services purchased through our website.

This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the law.

Australian Consumer Law

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

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 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 of any unused portion.

Change of Mind Returns

We may accept change of mind returns at our discretion, provided that:

the return is requested within 14 days of delivery
the item is unused, unopened, undamaged, and in its original packaging
the item is in resalable condition
proof of purchase is provided

Approved change of mind returns are subject to a 20% restocking fee.

Original shipping charges are non-refundable, and the customer is responsible for return shipping costs for change of mind returns.

We reserve the right to refuse a change of mind return if the product does not meet the above conditions.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect, unsafe, or not as described, please contact us as soon as possible.

Where required under Australian Consumer Law, we will provide an appropriate remedy, which may include repair, replacement, refund, or compensation depending on the nature of the issue.

We may ask for:

your order number or proof of purchase
a description of the problem
photographs or other evidence
return of the item for inspection where necessary

Return Shipping

For change of mind returns, the customer is responsible for return shipping costs.

If a product is confirmed to have a fault or problem covered by Australian Consumer Law, we will cover or reimburse reasonable return shipping costs where required by law.

If a returned item is inspected and found not to be faulty or not covered by Australian Consumer Law, we may decline the claim and may require the customer to pay any inspection, collection or redelivery costs where permitted by law.

Non-Returnable Items

Unless required by law, we do not accept returns for:

products that have been used, installed, damaged, modified or altered after delivery
products not in original condition or packaging
clearance, final sale, or specifically marked non-returnable items
products damaged due to misuse, neglect, incorrect installation, unauthorised repair, power issues, environmental conditions, or failure to follow manufacturer instructions
services that have already been completed or substantially performed

Warranties

Some products sold by us may come with a manufacturer’s warranty. Any manufacturer’s warranty applies in addition to your rights under Australian Consumer Law.

Where applicable, warranty claims may require inspection, troubleshooting, return to manufacturer, or compliance with manufacturer claim procedures.

Support, Installation and Commissioning Services

Where we provide support, installation, commissioning or related services, those services are also covered by consumer guarantees under Australian Consumer Law.

If there is a major failure with a service, you may be entitled to cancel the service contract and obtain a refund for the unused portion, or compensation for reduced value. If the issue is not major, we are entitled to rectify the issue within a reasonable time.

How to Request a Return, Refund or Warranty Claim

To request a return, refund, repair, replacement or warranty assessment, please contact us using the details below.

Please include:

your full name
order number or proof of purchase
a description of the issue
photos or supporting information where relevant

Control Co Pty Ltd
Website: controlco.com.au
Email: admin@control.co
Phone: 0736357335
ABN: 72162202940

Refund Processing

Approved refunds will be processed back to the original payment method unless otherwise agreed.

Processing times may vary depending on your payment provider or bank.

Business Customers

Some rights and remedies may apply differently to business-to-business transactions than to consumer transactions. However, nothing in this policy excludes any rights that cannot be excluded by law.

Changes to This Policy

We may update this Refund Policy from time to time by publishing the updated version on our website.