1. Your rights under the Australian Consumer Law

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.

2. Our warranty against defects

This warranty is provided by SAFE Wildlife Rescue, 671 Mains Road, Macgregor QLD 4109, Australia (email rhiannan@safewildliferescue.com.au, phone 0421 646 323).

We warrant that, for a period of twelve (12) months from the date of purchase, the carbon-fibre telescopic rescue pole and the halo attachment will be free from defects in materials and workmanship, provided the product has been used, handled, stored and maintained in accordance with our Terms of Use and the conditions set out in this policy.

Where you make a valid claim under this warranty within the warranty period, we will, at our discretion and in accordance with the process in Section 6, supply a replacement part or a replacement product. This warranty applies to the original purchaser and requires valid proof of purchase (your order confirmation, tax receipt or bank-transfer receipt).

3. Conditions of use, storage and care

To remain eligible under this warranty, the product must at all times be used and cared for as follows:

• Used strictly in accordance with our Terms of Use and Intended Use guidance.
• The pole and halo must never make contact with a koala or any other animal. Our equipment is designed to guide, not to touch. If the animal does not respond, the correct action is to stop, regroup and consider alternative methods, never to make contact.
• Stored out of direct sunlight and in a dry location when not in use.
• Not used during storms, high winds, or in electrical-storm conditions.
• Extended, collapsed and locked using the correct technique, without forcing, levering or side-loading the sections or clips.
• Kept clean and free of biological matter (see Section 5).
• Not modified, repaired, altered or serviced by anyone other than SAFE Wildlife Rescue or a person authorised by us.

4. What is not covered

This warranty does not cover, and will be considered void in relation to, any fault, damage or failure arising from:

• Contact between the pole or halo and an animal, or use of the equipment to touch, prod, hook, push or restrain an animal.
• Misuse, abuse, accident, dropping, impact, crushing, or use outside the product’s intended purpose.
• Use in storms, high winds or electrical-storm conditions.
• Damage caused by prolonged or improper exposure to sunlight, heat or UV as a result of failure to store the product correctly.
• Normal wear and tear, cosmetic marks, scratches, fading or surface blemishes that do not affect function.
• Unauthorised modification, repair, alteration, or the fitting of non-SAFE parts or accessories.
• Failure to follow our Terms of Use, Intended Use guidance or the care conditions in Section 3.
• Loss or damage occurring during return transit where the item was not packaged adequately by the customer.

Nothing in this section limits your rights under the Australian Consumer Law for a genuine manufacturing defect.

5. Health, safety and biosecurity, condition of return

We prioritise animal welfare and the safety of everyone who handles returned equipment.

All items submitted for assessment must be returned clean, dry and free of any biological or hazardous material. We reserve the right to refuse to handle any item that poses a health, hygiene or biosecurity risk.

6. How to make a claim, you must contact us first

Before returning any item, you must contact us first at rhiannan@safewildliferescue.com.au or 0421 646 323 to discuss the issue and agree on how to proceed. Items sent to us without prior contact and authorisation may not be accepted.

When you contact us, please provide:

1. Your name and proof of purchase.
2. A description of the fault, and clear photographs or video of the affected component.
3. Confirmation of how the product has been used, stored and maintained.

We will review the information, discuss the available options with you, and, if a return is appropriate, issue you with a return authorisation and instructions. We assess each claim on its merits, and replacement is subject to the returned item being received, inspected and deemed eligible under this policy (including that it is free from the exclusions in Sections 3 to 5).

7. Return options

Once we have discussed your claim and issued a return authorisation, the following options may be available, at our discretion, depending on the nature of the fault:

Option 1, Replacement part

Where the fault relates to a single component that can be replaced, you may return the affected component for a replacement part. We will cover the cost of return postage and arrange collection by courier. Once the returned component is received, inspected and deemed eligible, we will supply and dispatch the replacement part at our cost.

Option 2, Replacement of the complete item

Where a replacement of the entire product is appropriate, the cost of returning the item to us is the customer’s responsibility. Once the returned item is received, inspected and deemed eligible for replacement, we will supply and dispatch a replacement product at our cost. No replacement will be dispatched until the original item has been received and assessed.

In both cases, replacement is conditional on the returned item passing inspection and meeting the requirements of this policy. If, on inspection, the item is found to fall within the exclusions in Sections 3 to 5, the claim may be declined and the item returned to you at your expense; where required, your rights under the Australian Consumer Law will still be honoured.

8. Assessment and timeframes

• We aim to acknowledge warranty enquiries within a reasonable time of contact.
• Assessment begins once the returned item is physically received by us.
• We will keep you informed of the outcome of the assessment and the expected timeframe for any replacement part or product.
• Risk in a returned item remains with the customer until it is received by us; we recommend using a trackable postage service and packaging the item securely.

9. Change of mind

This warranty covers defects only. We do not offer refunds or exchanges for change of mind, incorrect size selection, or where you have simply decided you no longer want the product. Please choose your pole length carefully, and contact us before purchase if you are unsure which size suits your needs. This does not affect your rights under the Australian Consumer Law.

10. Limitation of liability

To the extent permitted by law, and subject at all times to the Australian Consumer Law, our liability under this warranty is limited to the supply of a replacement part or replacement product as set out above. We are not liable for any indirect, incidental or consequential loss, or for any loss arising from use of the product otherwise than in accordance with our Terms of Use and Intended Use guidance.