Last updated: September 2026

This Shipping, Returns and Refunds Policy applies to purchases made through the Autoa Robot Welding online shop at autoaweld.com.

For customers in Australia, Autoa operates through Autoa Pty Ltd. For customers in New Zealand, Autoa operates through Autoline Automation Ltd.

1. Dispatch Location

Unless otherwise advised, all website orders for customers in Australia and New Zealand are dispatched from New Zealand.

Orders may be shipped from a different location where specifically arranged with the customer.

2. Shipping Charges

Available shipping methods and applicable freight charges will normally be shown during checkout.

Shipping charges may vary depending on:

• Delivery destination, product size, weight and quantity
• Freight service selected and delivery requirements
• Whether the delivery address is residential, commercial, rural or remote

Large, heavy, unusual or remote deliveries may require a separate freight quotation.

If additional freight arrangements are required, we may contact you before dispatch.

3. Dispatch Times

We aim to process and dispatch in stock orders as soon as reasonably possible.

Dispatch times may vary depending on:

• Stock availability, order size and product type
• Payment or account approval
• Freight collection schedules and public holidays
• Any special handling or freight requirements

If an item is unavailable, on backorder or subject to a material delay, we will contact you using the details supplied with your order.

4. Delivery Times

Any delivery date or timeframe provided by Autoa is an estimate unless expressly agreed otherwise in writing.

Delivery times may be affected by:

• Freight provider schedules
• Customs or border processing
• Weather or transport disruptions
• Public holidays
• Remote delivery locations
• Other events outside our reasonable control

Autoa is not responsible for delays caused by third party freight providers or other events outside our reasonable control, subject to any rights you may have under applicable law.

5. Australian Orders

Orders supplied to Australian customers are normally dispatched from New Zealand and therefore travel internationally.

Delivery may be affected by international freight movements, customs processing or border requirements.

Any taxes or charges collected by Autoa will be shown on the applicable order, checkout page or invoice.

Other government, customs or carrier charges may apply where required by law or the selected freight arrangement.

6. Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address and contact details.

Please check your delivery information carefully before submitting an order.

If an incorrect or incomplete address results in additional freight, redelivery or handling charges, those costs may be charged to the customer where permitted by law.

7. Tracking

Where tracking information is available, it may be provided by email or directly through the relevant freight provider.

Tracking availability depends on the selected delivery service.

8. Checking Your Delivery

Please inspect your order as soon as reasonably possible after delivery.

If an item is:

• Missing, damaged, incorrect or appears faulty
• Different from the item ordered
• Damaged during freight

Please contact sales@autoaweld.com as soon as reasonably possible.

Please provide:

• Your order or invoice number
• The relevant product code
• A description of the issue
• Photographs of the product and packaging where relevant

Please retain all packaging until the issue has been assessed, particularly where freight damage may have occurred.

9. Change of Mind Returns

Autoa does not accept returns, exchanges or provide refunds for change of mind.

This includes where:

• You no longer require the product
• You ordered the wrong product
• You ordered the wrong quantity
• You selected a product that is not compatible with your equipment
• Your requirements changed after ordering
• You found the product elsewhere at a different price

Please check product codes, descriptions, quantities, specifications and compatibility before placing your order.

If you are unsure which product you require, please contact sales@autoaweld.com before ordering.

This change of mind policy does not limit any rights or remedies available under applicable consumer law.

10. Faulty Products

If you believe a product is faulty, please contact us with your order details and a description of the issue.

We may request:

• Photographs or videos
• Product serial numbers
• Equipment details
• Information about installation or use
• Return of the product for inspection where reasonably required

Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, refund or another remedy.

11. Incorrectly Supplied Products

If Autoa supplies an item that is different from the item ordered, please contact us as soon as reasonably possible.

We may arrange replacement, return or another appropriate remedy depending on the circumstances.

Please do not install, modify or use an incorrectly supplied product unless instructed by Autoa.

12. Damaged Products

If a product arrives damaged, please contact us as soon as reasonably possible.

To help us assess the issue and any freight claim, please provide:

• Your order or invoice number
• Photographs of the damaged product
• Photographs of the external packaging
• Photographs of the internal packaging where relevant
• A description of the damage

Please retain the product and packaging until we confirm the next steps.

13. Returns

Do not return any product to Autoa without contacting us first.

Where a return is approved or required under applicable law, we will provide return instructions.

Returned products should be packaged securely to prevent further damage during transport.

Responsibility for return freight costs will depend on:

• The reason for the return
• Whether the product is faulty, damaged or incorrectly supplied
• The customer’s applicable legal rights
• Any other agreed arrangements

Unauthorised returns may be refused or held until the matter has been reviewed.

14. Refunds

Refunds are not provided for change of mind.

Where a refund is required because of a faulty, damaged or incorrectly supplied product, or because another legal right applies, the refund will normally be processed using the original payment method where practical.

Refund processing times may vary depending on the payment provider or financial institution.

Any refund will be handled in accordance with applicable consumer law.

15. Australian Consumer Rights

Eligible Australian customers may have rights under the Australian Consumer Law.

These rights may apply where goods are faulty, unsafe, do not match their description or otherwise fail to meet an applicable consumer guarantee.

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

16. New Zealand Consumer Rights

Eligible New Zealand customers may have rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Nothing in this Policy excludes or restricts rights that cannot lawfully be excluded or restricted.

Different rules may apply to New Zealand customers purchasing goods in trade for business purposes, as set out in our Terms and Conditions.

17. Product Selection

Many products sold through Autoa are specialised welding, robotic welding, automation or industrial components.

Customers are responsible for checking product suitability and compatibility before ordering.

Please confirm:

• Product code and description
• Equipment model
• Size and specification
• Quantity
• Connection or installation requirements

If you are uncertain about a product, please contact us before placing your order.

18. Contact Us

For shipping, delivery, return or refund enquiries, contact:

Email: sales@autoaweld.com

Australia

Autoa Pty Ltd

3A Williamson Road

Ingleburn NSW 2565

Australia

Phone: +61 2 9139 6990

Freephone: 1800 573 228

New Zealand

Autoline Automation Ltd

8/40 Waters Avenue

Burleigh, Blenheim 7201

New Zealand

Phone: +64 3 577 1970

Freephone: 0800 37 55 66