Refund policy

Returns & Refund Policy

At Moreno Engineering, we take pride in the quality of our products and services. While we offer refunds and exchanges under certain conditions, please read the following policy carefully — we aim to ensure fairness while protecting our business against misuse.

1. Refund Eligibility

  • Refunds are only available if the item is damaged, faulty, or significantly not as described.

  • If your item arrives undamaged and matches the product description, you are not eligible for a refund, even if you change your mind or ordered the wrong product.

 

2. Shipping Damage Claims

  • Once a product has been shipped, Moreno Engineering is not responsible for any damage caused by postal or courier services.

  • If your item arrives damaged due to transit, you must file a claim directly with the relevant shipping provider:

    • Australia Post

    • CouriersPlease

    • Sendle

  • We will support your claim by providing documentation or proof of dispatch if needed, but the refund responsibility lies with the shipping company in these cases.

 

3. Exchanges

  • If you ordered the wrong item and we carry the correct product, we are happy to offer an exchange (if stock allows).

  • Return shipping for exchanges is at the customer’s expense, and the item must be returned in unused, undamaged condition.

  • Exchanges must be initiated within 30 days of delivery.

 

4. 30-Day Warranty for Faulty or Damaged Goods

  • If your item arrives faulty or damaged and it was not caused by shipping, we offer a 30-day warranty from the date of delivery.

  • To qualify, you must provide clear photos/videos of the issue and proof of purchase.

  • We will offer a replacement, repair, or refund depending on the situation and product availability.

 

5. Return Process

To request a refund or exchange:

  1. Contact us at info@morenoengineering.com.au within 30 days of delivery.

  2. Provide your order number, reason for the return, and supporting evidence (photos, etc.).

  3. If your claim is approved, you will be given return instructions.

  4. Items must be returned in original condition, securely packaged.

 

6. Important Notes

  • Return shipping costs are not covered unless the item is confirmed faulty or incorrect due to our error.

  • We recommend tracked postage for returns — lost return items are not our responsibility.

  • Custom-made or modified items are non-refundable unless proven faulty.

 

 Contact Us

📞 0450 111 307
📧 info@morenoengineering.com.au

 

Effective Date: 1 Oct 2025