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We aim to ensure that you have a positive experience every time you choose to shop with us. Whether ordering online, purchasing from your local store or through our National Customer Care centre, we are here to help.

Carbatec have developed a Customer Service Charter that supports this aim with the following information:

  • Returns & Exchange Policy
  • Consumer Guarantees
  • Pricing Policies
  • Warranties
  • Product Disclaimers
  • Feedback & Comments

Australian Club Discounts & Member Offers

Please note that Australian Woodworking Club Discounts and Member Offers are only available on full price products unless otherwise stated.  

The following exclusions do apply:

  • Festool Products and Accessories
  • Axiom Products and Accessories
  • i2R Products & Accessories
  • Tormek Products and Accessories
  • SCM or SCM Minimax Products & Accessories
  • Special Orders
  • Freight costs
  • Purchase of Gift Cards
  • Can not be used in conjunction with any other discount

To be eligible for club discounts the club must have have a street address within Australia and members must be a resident of Australia. Contact your local store or our customer service centre for further details.
 Mailing List Terms & Conditions

From time to time, Carbatec send out promotional offers, event news and company announcements via Email and Post.

As part of the registration of an account with Carbatec, you will be included in our Company Mailing List unless you OPT OUT by way of unchecking the ‘Receive Marketing and Promotional materials’ box on the Registration page. You can also subscribe/OPT-IN to our mailing list through the Subscribe functions on our website. 

You can unsubscribe at anytime to any of our emails via the 'Unsubscribe from this list' button at the base of all emails sent. 

 Satisfaction Guarantee Policy

Should you purchase a product from Carbatec and there is an issue with the product or you have changed your mind and wish to return / exchange / obtain a refund; the following 3 options are available under our Satisfaction Guarantee Policy.

Product purchased within 30 days and an authorised RMA (Return Merchandise Authorisation) number is issued:
• A full refund
• A store credit to your account
• Or the exchange of the product

If the return is customer choice, freight costs are paid by the customer. If the return is due to a Carbatec fault, Carbatec will pay the freight.

*Excludes Customer Special orders

RMA # must be within 30 Days of purchase/invoice, RMA’s must be obtained through our Customer Care Team or the store the product was purchased from. 

To be eligible for a Refund/Return/Exchange/Credit for the product the following criteria must be met.

  • Must be returned in its original undamaged packaging
  • Is unused and able to be sold as 'new’
  • The product is not a special-order item we have ordered on your request.
  • Dust masks cannot be returned for safety and hygiene concerns.
  • The product is returned with the Carbatec invoice and has a legible date of purchase and price.
  • Carbatec must be notified of your intention to Refund/Return/Exchange/Credit within 30 days of purchase, the product must be returned within 14 days of RMA number being supplied.
 Pricing Policies

Carbatec always aims to provide the best value for money on the highest quality and largest range of woodworking products sourced from around the world, therefore we have developed the following Pricing Policies:

Price Drop Promise

If you purchase a product from Carbatec that goes on sale at anytime in the 30 days following the date of original purchase, under Carbatec’s Price Drop Promise, we will offer you a Carbatec Store Credit to the value of the difference between the price that is paid for the product and the subsequently advertised price.

To activate the Price Drop Promise Customers are required to:

  • Contact their local Carbatec store or the Customer Service Centre on 1800 658 111.
  • Request the Price Drop Promise and product code.
  • Present/supply an original invoice showing the original retail price paid and purchase date.

Price Matching Policy

Should you find an identical product at an Australian Retail or Online store available at a lower price than at Carbatec, under our Price Matching Policy, we will match the competitor’s price of that Product where applicable, providing that:

  • The product is identical in product model and all specifications (proof of competitors offer may be required)
  • The product is in-stock (at both Carbatec and the comparing Retailer)
  • The product has the same warranty terms and conditions

Our Price Matching Policy excludes products that are:

  • Part of a clearance, sale, auction or redemption
  • Forms part of a package deal
  • Is second hand, damaged or used (including demo models)
  • Is a product to be specially ordered in.
  • From overseas retailers and websites.

Warranty Policy

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the 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. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

  • Carbatec offer a variety of warranty on selected Machinery Products. Please refer to Warranty Documentation provided with your purchased Product for full details, inclusions and exclusions.
  • If the product you purchased included a Manufacturer’s Warranty, please refer to Warranty Documentation supplied with your product.
  • Due to differences in electricity standards, operating electrical products in a country other than Australia will void the warranty provided with the product.

Warranty Claims Process

  • If you believe an item you purchased from Carbatec is faulty and covered under the provisions of the products Warranty, please bring the product back to your local Carbatec store for assessment; or
  • If you prefer to Post the product back, please contact the Customer Service Team on 1800 658 111 who will provide you with a Returns Merchandise Authorisation (RMA) number and further instructions.
  • If the product you have purchased is a bulky item / machinery and needs to be returned to Carbatec or one of our approved repair agents, please call our Customer Service Team on 1800 658 111 for a controlled return number using our nominated freight company.

Warranty Queries

  • If you require more information about Warranties or require a copy of Warranty Documentation, please contact our Warranty Administrator via our Customer Service Team on 1800 658 111.
 Product Disclaimers & Notes

Customers should ensure that they take all reasonable safety precautions when operating products purchased from Carbatec. We (Carbatec) will not be held liable to you in respect of any personal injury (including without limitation serious injury or death) that you may suffer or sustain directly or indirectly as a result of the use of products sold by us. Nor will we be liable to you in respect of any other losses arising as a result of any such personal injury.

Nothing in this disclaimer shall: limit or exclude our liability for death or personal injury resulting from negligence; limit or exclude our liability for fraud or fraudulent misrepresentation; limit any of our liabilities in any way that is not permitted under applicable law; or exclude any of our liabilities that may not be excluded under applicable law.

Errors & Omissions

While we work to ensure all information on our website and printed materials are accurate and correct, occasionally, an error may occur and goods may either be incorrectly described or incorrectly priced in which case we will not be obliged to supply the goods at the incorrect price or at all.

Should an error be made, we will (at our discretion) cancel your order and refund the price you have paid or seek your consent to continue with the sale at the correct price. If we are unable to contact you or you do not wish to continue with the order at the correct price, we will cancel your order and refund the money that you have paid.

This does not affect your Statutory Rights.

Electrical Disclaimers

Carbatec supply a broad range of electrical products and it is important to understand that not all electrical products are the same. Electrical products each have specific electrical requirements to ensure that they operate correctly. Electrical products that are not powered correctly may malfunction and result in:

    • Damage to the product
    • Damage to the source of the electrical current
    • Electrical Fire
    • Electrical shock

Information regarding the electrical requirements of your Carbatec product can be found either in the product manual, on the product badge or on the Carbatec website. However to ensure your product is compatible with your electrical system, Carbatec advises that you discuss your products electrical requirements directly with a Licensed Electrician. Carbatec staff are not qualified or permitted to offer advice on electrical products. Carbatec will not be held responsible for any damage or potential damage to property or persons related to the use of a product when utilising an inappropriate electrical source. 

REMEMBER - If you are in any doubt, call a Licensed Electrician.

 Customer Feedback & Comments

Carbatec are committed to providing quality products and services to our customers through our retail stores and via this online shop.  We value your feedback about our products, service and company.  If you have any feedback please complete the Contact Form via the Contact Us page or call our Customer Service Team on 1800 658 111