1. About this policy

This Refund & Returns Policy applies to products purchased directly from Titan Drones through our online store or another direct sales channel operated by Titan Drones.

Titan Drones (ABN 25 420 462 367) principally supplies enterprise drone systems, payloads, accessories and related technology to business, government, professional and commercial customers.

This policy should be read together with our Terms & Conditions. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

2. Australian Consumer Law

Where the Australian Consumer Law applies to a purchase, statutory consumer guarantees may provide rights and remedies in addition to this policy.

Depending on the circumstances and the nature of a failure, those remedies may include repair, replacement, refund, cancellation of a service, or compensation for reasonably foreseeable loss or damage.

The voluntary change-of-mind conditions in this policy, including the 30-day period, original-packaging requirements and restocking fee, do not apply where they would limit a remedy available under the Australian Consumer Law or another applicable law.

3. Change-of-mind returns

Subject to this policy, Titan Drones may accept an eligible product for change-of-mind return when the return is requested within 30 days after the customer receives the product.

All change-of-mind returns require prior approval from Titan Drones. A customer must contact us and receive return authorisation before sending a product back.

Acceptance of a change-of-mind return is subject to the product satisfying the eligibility requirements in this policy.

4. Change-of-mind eligibility

To be eligible for an approved change-of-mind return, the product must ordinarily be:

• unused and not flown, operated or installed;
• not activated, registered or bound to a user account, aircraft, controller, licence or service where activation or registration affects resale;
• complete with all components, accessories, manuals, cables, packaging materials and included items;
• in its original packaging and in a condition suitable for resale as new;
• free from damage, marks, modification, contamination or missing items; and
• accompanied by the order number or other reasonable proof of purchase.

5. Products not ordinarily eligible for change-of-mind return

Unless Titan Drones agrees otherwise, change-of-mind returns will not ordinarily be accepted for:

• products that have been used, flown, installed, activated or registered;
• products that are incomplete, damaged or not in resaleable condition;
• software, digital products, licence keys, subscriptions or downloadable products once supplied, activated or redeemed;
• special-order, custom-configured, personalised or specifically procured products where Titan Drones has advised that the order is non-returnable;
• products with security, authenticity or tamper seals that have been broken where doing so materially affects resale or licensing;
• clearance or final-sale products where the product was expressly sold on a no-change-of-mind basis; or
• any product that Titan Drones cannot reasonably resell as new because of the customer’s handling or use.

These exclusions apply only to voluntary change-of-mind returns and do not remove any rights that may apply to faulty, unsafe, incorrectly supplied or otherwise non-compliant goods.

6. Return authorisation

Before returning a product, contact Titan Drones at [email protected] and provide your order details, the product you wish to return and the reason for the request.

If the return is approved, Titan Drones will provide return instructions and the appropriate return address. Products should not be sent to a residential or collection address without prior return authorisation.

Unauthorised returns may be refused delivery or may experience delays while ownership, order details and the reason for return are established.

7. Change-of-mind return freight

For an approved change-of-mind return, the customer is responsible for arranging and paying the return freight unless Titan Drones agrees otherwise in writing.

The customer should use secure packaging and a tracked and appropriately insured freight service suitable for the value and nature of the product.

The customer remains responsible for the product while it is being returned for change of mind until it is delivered to and received by Titan Drones.

8. Inspection of change-of-mind returns

All change-of-mind returns are subject to inspection after receipt.

Titan Drones may check the product, serial numbers, packaging, included accessories, activation or registration status and general condition to confirm that the return meets the eligibility requirements in this policy.

If a returned product does not satisfy the approved change-of-mind conditions, Titan Drones may decline the return and arrange for the product to be returned to the customer at the customer’s cost.

9. Change-of-mind restocking fee

An approved change-of-mind return is subject to a 20% restocking fee.

The restocking fee is calculated as 20% of the price paid for the returned product. The balance of the eligible product amount will be refunded after the return has been received, inspected and approved.

The restocking fee applies only to voluntary change-of-mind returns. It does not apply to a statutory remedy where applying such a fee would be inconsistent with the Australian Consumer Law or another applicable law.

10. Original delivery charges

Original delivery, freight or shipping charges are generally not refundable for an approved change-of-mind return.

This does not limit any entitlement to recover delivery, return or other reasonable costs where such an entitlement arises because goods fail to comply with an applicable consumer guarantee or other legal requirement.

11. Faulty or defective products

If you believe a product is faulty or defective, contact Titan Drones as soon as reasonably practicable with your order details and information describing the problem.

Where appropriate, we may ask for photographs, video, diagnostic information, serial numbers, flight or device logs, error messages or other information reasonably required to understand the issue.

Titan Drones may assess the product or arrange an appropriate assessment before determining whether a fault exists and what remedy applies. Any assessment process will be conducted subject to applicable consumer-law rights.

12. Major problems

Where the Australian Consumer Law applies and a product has a major problem within the meaning of that law, the customer may have the right to choose between a refund and replacement.

Whether a problem is major depends on the circumstances. Relevant matters can include whether the product is unsafe, substantially different from its description, substantially unfit for its normal or disclosed purpose, or affected by a serious problem or combination of problems.

13. Minor problems

Where the Australian Consumer Law applies and a problem is not major, Titan Drones may generally choose to repair the product or otherwise rectify the failure within a reasonable time.

If a covered problem cannot be or is not rectified within a reasonable time, further remedies may become available under applicable law.

14. Returning a product believed to be faulty

A product being returned because of an alleged fault does not need to satisfy the unused, unopened or original-packaging conditions that apply to voluntary change-of-mind returns.

Titan Drones may request reasonable proof of purchase, such as an order record, invoice, receipt or other information capable of establishing the transaction.

Please contact Titan Drones before arranging freight so we can provide appropriate instructions for the product, particularly for large, heavy, high-value, lithium-battery or otherwise specialised equipment.

15. Return costs for faulty products

Responsibility for freight, collection and reasonable return costs for faulty products will be handled in accordance with applicable law.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, the customer may be entitled to reimbursement of reasonable return costs already incurred. For large, heavy or difficult-to-return faulty goods, Titan Drones may be required to arrange collection or pay the relevant transport costs where applicable.

If assessment establishes that the product does not have a problem covered by an applicable consumer guarantee, Titan Drones may require the customer to pay reasonable collection and inspection costs where permitted by law. Where the Australian Consumer Law applies, Titan Drones will provide a reasonable estimate of those costs before collecting the product if we intend to charge them.

16. Products damaged in transit or supplied incorrectly

If a shipment arrives visibly damaged, contains the wrong product, is missing an item or appears to have been materially damaged in transit, please contact Titan Drones as soon as reasonably practicable.

Where possible, retain the shipping carton, labels and packaging and provide photographs of the package and product. This can assist Titan Drones in investigating the shipment with the carrier or supplier.

Reporting delivery damage promptly assists investigation but does not remove any statutory right merely because a particular voluntary reporting period has passed.

17. Manufacturer warranties

Some products sold by Titan Drones may also be covered by a manufacturer’s warranty or support program.

A manufacturer’s warranty is additional to any rights that apply under the Australian Consumer Law and does not replace rights that cannot lawfully be excluded.

Titan Drones may communicate with a manufacturer, distributor or authorised service provider to facilitate diagnosis, repair, replacement or technical support where appropriate, but customers are not required to surrender rights they may have against Titan Drones as the supplier merely because a manufacturer warranty exists.

18. Misuse, accidental damage and excluded faults

A statutory or manufacturer remedy may not apply where a problem was caused by circumstances such as misuse, accident, unauthorised modification, operation contrary to applicable instructions, inappropriate storage or maintenance, external damage, or another cause for which Titan Drones is not legally responsible.

The existence and extent of any entitlement will depend on the facts, the product, the applicable warranty terms and the law.

19. Refund processing

Once a refund has been approved, Titan Drones will process it within a reasonable time using the original payment method where practicable, unless another method is agreed or required.

The time taken for funds to appear after Titan Drones processes a refund may depend on the customer’s bank, card issuer or payment provider.

Any approved change-of-mind refund will reflect the applicable 20% restocking fee and any non-refundable original delivery charges described in this policy.

20. Exchanges and replacement products

Where Titan Drones agrees to an exchange as part of a voluntary change-of-mind arrangement, the original product remains subject to the eligibility and restocking conditions in this policy.

Where a replacement is provided as a remedy for a faulty product, the applicable consumer-law or warranty requirements will govern that replacement rather than the voluntary change-of-mind conditions.

21. Professional services

Returns of physical goods are different from cancellation, rectification or refunds relating to professional services such as mapping, LiDAR, data capture, training, consulting or project delivery.

Professional services are governed by the applicable quotation, scope of work, agreement and Titan Drones Terms & Conditions, together with any rights that apply under law.

22. Contact

Titan Drones
ABN 25 420 462 367
Desert Springs NT 0870
Australia
[email protected]