Returns Policy

AiRS Automation Returns, Refunds and Repairs Policy

(Effective 2025 – Compliant with Australian Consumer Law)

1. Overview

AiRS Automation Pty Ltd (“AiRS”, “we”, “us”, “our”) designs and supplies advanced robotics and automation systems that are carefully built and tested to meet high performance and quality standards.

This policy outlines your rights and our obligations under the Australian Consumer Law (ACL) contained in the Competition and Consumer Act 2010 (Cth).

Due to the nature of our products—many of which involve robotics, electronics, and software integration—AiRS prioritises repair and technical servicing as the preferred resolution method. Replacements are provided only when required by law, and refunds are issued only in the event of a verified major failure under the ACL.

2. Your Rights Under Australian Consumer Law

All goods sold by AiRS include guarantees that cannot be excluded under Australian Consumer Law. Customers are entitled to a repair, replacement, or refund if a product fails to meet these guarantees.

For most issues, the ACL allows a business to choose to repair a product rather than replace or refund it, provided the repair is carried out within a reasonable time. Replacements or refunds are only required where the fault is deemed a major failure (as defined in Section 10 below).

3. Change of Mind

Please choose carefully before making a purchase.
Due to the specialised nature of our products, AiRS does not accept returns for change of mind, incorrect selection, or where the customer decides they no longer require the item after delivery.

Products cannot be returned once packaging has been opened or the goods have been installed, connected, or used in any way.

4. Reporting Defective or Faulty Goods

If you believe a product is defective or faulty, you must notify AiRS in writing within two (2) business days of receiving the goods.

Please email support@airsau.com and include:

  • Your order or invoice number;

  • A detailed description of the issue; and

  • Photos or video showing the problem (if applicable).

After reviewing your claim, AiRS will provide written guidance on inspection, testing, or return procedures.

5. Repairs and Service Resolution

Where an issue is identified, AiRS will always seek to repair the product first. Repairs may include replacement of components, recalibration, firmware updates, or software adjustments.

If a repair cannot be completed within a reasonable timeframe, or the issue constitutes a major failure under Australian Consumer Law, AiRS will offer a replacement or refund as legally required.

All repairs are performed by qualified technicians using genuine or approved components.

6. Products Damaged in Transit

If goods arrive damaged, customers must notify AiRS within two (2) business days of delivery and provide clear photographic evidence of both the packaging and the damage.

AiRS will assess the claim and coordinate with the freight provider to determine the appropriate resolution. Failure to report transit damage within this timeframe may limit our ability to claim against the carrier or arrange a remedy.

7. Software, Digital Licenses, and API Access

Software, digital licenses, SDKs, and API access provided by AiRS are non-refundable once download links, activation codes, or access credentials have been issued, unless required under Australian Consumer Law.

Where a software issue is identified, AiRS will issue updates, patches, or configuration support to resolve the matter as the preferred remedy.

8. Return Authorisation

Goods may not be returned without prior written approval from AiRS. If a return is required for inspection or repair, customers will receive a Return Authorisation Number and instructions on how to safely package and ship the item.

Returns sent without authorisation will not be accepted and may be returned at the customer’s expense.

9. Limitations and Exclusions

This policy does not cover:

  • Damage or faults caused by misuse, negligence, or unauthorised modification;

  • Improper installation or operation outside the specified environment;

  • Normal wear and tear;

  • Consumable parts such as batteries, filters, or cables; or

  • Damage arising from external factors beyond AiRS’ control (for example, power surges, water ingress, or accidents).

10. Definition of Major Failure

Under the Australian Consumer Law, a major failure occurs when a product:

  1. Would not have been purchased by a reasonable consumer if they had known about the issue beforehand; or

  2. Differs significantly from its description, sample, or demonstration model; or

  3. Is substantially unfit for its normal purpose and cannot be repaired within a reasonable time; or

  4. Is unsafe; or

  5. Is substantially unfit for a specific purpose that the customer made known to AiRS before purchase, and cannot be remedied easily within a reasonable time.

If a product experiences a major failure, the customer is legally entitled to choose between a refund or a replacement.
In all other cases, AiRS will provide a repair within a reasonable timeframe as the primary and appropriate remedy.

11. Contact Information

AiRS Automation Pty Ltd
Brisbane, Queensland, Australia
Email: support@airsau.com
Website: www.airsau.com