Customer Service

Shop Policy

Horusdy always seeks to sell the greatest value machinery on the market. These items should be of an acceptable quality, fit for purpose, and matching their description. On the odd occasion when things don’t go to plan,youcanberestassuredthatourCustomer Support team is here to help! Check out our warranty section for all terms and conditions. As an online provider, we encourage you to retain all packaging as this will assist you in the rare case the item needs to be returned for servicing or replacement. With such a large product range, please be aware that there will occasionally be a case where an item is out of stock or there will be a delay when shipping your order. In line with the Australian Consumer Law, we will work with you to resolve any issue to the satisfaction of both parties.

CLICK HERE FOR THE FINE PRINT

Delivery

98% of products are dispatched within 1 business day. Ensure your address is correct during checkout. To aid in speed of delivery, our system cannot accept order cancellations following payment. Allow 5-10 business days for delivery. Your item will be sent via courier or Australia Post depending on its size and weight. Refer to the individual product page to check the delivery method.
Buyers will be able to trace the delivery online with a unique tracking number.

Please be aware that PO Boxes cannot receive items above 25kg or longer than one metre.
Buyers have the full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment. Any changes to address after checkout will not be considered as valid.

Pick Up

Pick up is available from both our Penrith and Seven Hills warehouses. Bookings are essential to avoid disappointment. Click here for more info.

Aus Post Deliveries (check product page)

Where goods are sent through Australia Post, the buyer may receive a knock on the door or a card in their letterbox indicating their item is available for pickup from their local post office. A signature is required for collection.

A re-delivery fee will be charged to buyers for items that are returned due to incorrect delivery address or failure to collect from the Post Office.

Courier Deliveries (check product page)

Once your item reaches the nearest depot, the Courier provider will contact the buyer via phone to notify of the delivery day. Items will only be delivered during normal business hours (9am-5pm) on weekdays. Delivery is not available on weekends, public holidays or after business hours.

Courier may require your assistance unloading from the vehicle. Our couriers deliver to the property entrance only.
A re-delivery fee will be charged to buyers for items that are undeliverable and/or returned due to incorrect delivery address or unsuccessful delivery.
We cannot guarantee door to door delivery for every customer. Buyers in remote areas such as farms, islands, mining camps, small towns, or out-of-towners, etc may need to collect from their nearest freight depot.

Warranty

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

In addition to your statutory rights, Horusdy offer a 12 month warranty on all products used for private household use from the date of purchase (unless noted otherwise). The use of products for commercial purposes qualifies the purchaser to a 3 month warranty period. Horusdy warranty as outlined above and below does not limit or restrict your statutory rights under Australian Consumer Law.

The Horusdy warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The Horusdy warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorised by Horusdy to provide service (not including standard periodic maintenance).

Parts purchases, consumable components, and accessories [such as chains, carry bags, batteries, hoses, grinding discs, mats, nets, belts, cables, wheels, blades, tubs, safety gear etc.] are not covered by Horusdy’ standard warranty once used. Should your part or consumable component arrive with a manufacturer’s fault please contact us to discuss a resolution prior to using the item.

Until the nature of any fault is determined, the resolution Horusdy can offer may vary. Where necessary, the item may need to be returned to determine fault/issue. If the products are unusable upon receiving or there is a major fault, the customer may choose between a full refund via the original payment method or a replacement product.In the case of a minor failure, the Horusdy warranty may cover fitment of replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties.

Should you wish to claim a warranty on your item, please follow the process outlined in the Return section.

Warranties do not apply where items are resold/rented for the purpose of profit.

Returns

Horusdy returns policy does not limit or restrict your statutory rights under Australian Consumer Law. You are entitled to return an item if you believe that there is a problem. You are generally responsible for returning the item if it can be posted or easily returned i.e dropped off. For items collected from our warehouse, it is generally the buyer’s responsibility to return the item for a warranty claim (exceptions apply). You are entitled to recover reasonable postage or transportation costs if the product is confirmed to have a problem and is eligible for warranty, however, a receipt will be required. Within 60 days of the customer purchasing the item, Horusdy may provide detailsallowingreturnofthe item at no cost to the customer (where freight costs apply). If the product failure is found to not fall within the warranty provisions or statutory rights provided, you may be required to pay the transport and/or inspection costs (Estimates will be advised).

Prior to returning any item, our Customer Service Department must first issue you a Return Authorisation (RMA) number. All other relevant information will be sent to you at this time.

Returns are accepted in line with our warranty conditions.

Should you wish to return a faulty item, please email support@horusdy.com.au. Photos and/or videos of the item may also be requested to assist in the return process.
When a return is authorised, it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered.

If the item is required to be returned, the outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).

While many spare parts are stocked in Australia, we may need to order certain parts from the supplier on your behalf. Whilst most ordered parts arrive within 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.

30 Day Returns

If your item was purchased in error, or you’ve simply changed your mind, it may not be too late for a refund. To see if you are eligible please check below:

We must be notified within 30 days of you receiving the item that you intend to return it. All relevant returns information will be provided at this time.

The item must be returned at the buyer’s cost in original re-saleable condition with all tags and packaging (ready to be put back on the shelf)

The item is securely packed to ensure it is received in original and re-saleable condition.

The item/s are NOT opened, used, worn or damaged, and are in perfect condition when received

Do NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.

Handling fees will apply at 15% of the purchase price.

The refund amount will also have original freight costs deducted. If the item was sent with free postage, a 15% postage fee will also be deducted from the refund amount.

If the item has sustained damage in transit or does not return as noted above, a revised refund amount may be required

If you wish to take up this offer, please send us an email stating your order number, the item/s you wish to return, and the reason for the return. Our Customer Service team will respond to your email and, if applicable, issue you a Return Authorisation (RMA) number. All other relevant information will be given to you at this time. Horusdy will not accept the return of any item/s without an RMA attached.

Orders & Payment

The simplest way to facilitate payment is via Mastercard, Visa, or Paypal via the Checkout process.

Orders can also be taken over the phone between Mon- Fri 11am-7pm (AEST – no public holidays).

Our stock levels can change at any time. An order is only complete once payment has cleared. To prevent missing out, it’s best to pay as soon as possible.

Due to our warehousing process, once payment has been received, we are unable to cancel orders. Our 30 Day returns process will need to be followed in these instances.

Privacy

Horusdy is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Horusdy may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. CLICK HERE TO VIEW OUR PRIVACY POLICY