Return & Refund Policy
Returns and Refunds: Procedure and Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. Please note that returns will need to be sent to the following address: 410 Princes Hwy, Noble Park North VIC 3174
If you cannot organise freight back yourself, KegLand can organise return shipping back but it will come out of your refund if accepted.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Leaks and/or Lost Product
All gear supplied by KegLand must be tested thoroughly before use and maintained correctly over time. KegLand is not responsible for lost beer, beverages, liquid, gas or other consumables caused by leaks or faulty items. It is the job of the installer to thoroughly check hose joins, taps, seals, chillers and all other corresponding gear before leaving the system unattended or under pressure. All beer systems require maintenance and require periodic seal replacements etc. It is the user's ongoing role to make sure all fittings and fixtures are working correctly and maintain a good seal. If these checks have not been done properly and you are unsure whether everything is airtight, then please do not leave the equipment unattended or under pressure.
1.0 - Return for Refund - 30 Day Money Back Guarantee - Non-Defective Items
If you return the product to us because you have incorrectly purchased or simply did not need the product you can send it back to KegLand for a refund, less shipping. Normal processing times for these are 2 business days from receipt during normal periods.
The terms of this include:
1.1 The product must be returned in new, saleable condition and must not be used or abused. Also, it must be in its original packaging/unopened to be accepted.
1.2 The customer must pay the cost of the postage back to us.
1.3 The customer accepts that the original cost of postage has been spend and is non-refundable as it is not recoverable;
1.4 Returns cannot be accepted for consumables due to their inherent perishable nature. This applies to grain, hops, yeast and other ingredients that cannot be resold upon being returned.
If any of the above are not satisfied, KegLand reserve the right to not accept the return and return the items back to the customer or negotiate a partial refund (restocking fee).
2.0 - Faulty Product or Product not as Described.
In the event you have received an order from KegLand and it is not how it should be due to damage, poor quality, poor craftsmanship or otherwise, please contact KegLand through the official channels (email or phone) to make us aware as soon as possible.
Claims for the above will be handled in the following manners:
2.1 - Claims of faults within The First 7 Days
If a fault in the product has been identified within 7 days of receiving the goods and KegLand is made aware, the customer will be given the option to return to KegLand for a full refund on the product(s) excluding freight.
2.2 - Damage in transit within The First 7 Days
If an item is damaged in transit, KegLand must be made aware within the first 7 days of receiving the goods, the customer will be given the option to return to KegLand for a full refund on the product(s) excluding freight or accept partial compensation at KegLands discretion. This applies to both wholesale account holders and normal retail customers.
2.3 - Glassware Damage in transit within The First 7 Days
If one or more glass items break in transit, KegLand must be made aware within the first 7 days of receiving the goods, the customer will be refunded the price of the glass item(s) excluding freight. This applies to both wholesale account holders and normal retail customers.
2.4 - Sending Replacement Parts
If the issue can be resolved by sending out replacement parts for the customer to resolve remotely, KegLand would normally prefer this and offer this as an option.
2.5 - Keep as-is at a Discount
If the customer is happy to keep the product as is the KegLand will offer the customer a discount to keep the goods. This amount calculated is normally calculated with reference to the costs and losses associated in returning the item and what will adequately resolve the situation to the customers satisfaction.
2.6 - Returns After 7 Days
If the fault in the product has been identified after 7 days, the product will need to be returned to KegLand Distribution for assessment. KegLand will assess the product in two business days (48 hours) for minor or major faults and will at their discretion make a decision to either repair, refund or replace the product if a minor fault is found. Major faults will be handled slightly differently on a case-by-case basis. If no fault can be replicated or identified, KegLand will proceed under section 5.4.
2.7 Refunds / Replacements
Refunds or replacements will only be issued once goods have been returned and received by our warehouse and assessed to be non-repairable. We cannot refund goods/or send replacement goods until the product being refunded/replaced has been received by our warehouse in good order.
Please note, if you persist and use a perishable or item after the defect becomes apparent, you waive your rights under these terms and conditions and accept the items as they are. We cannot return for either refund or replacement such items, including but not limited to hardware and consumables, such as grain (e.g not milled or measured correctly).
2.8 Pickups / Postage If the item was picked up from KegLand then to get a return the goods need to be dropped back off to KegLand.
Warranty and service needs to be delivered in the same manner as the order it was purchased on. I.e. if you have an item that was collected from us via customer pickup, you need to bring the item back as we cannot offer postage to facilitate the return. If you originally had it posted to you, we can make arrangements for it to be posted/couriered back.
In the event we will need to get it posted back, we will take care of the delivery costs and bookings, but will require the customer to adequately package the item and for small items drop them in a post box or at the Australia Post office.
Please package all items to be returned as best as possible. If there is damage to items due to poor packaging, this will not be born by KegLand.
3.0 Missing or incorrect items from your order.
In the event that your order is missing items or incorrect items, KegLand requires written notification (via email) within 7 days of the order being received. Photographic evidence of incorrect item / shipping labels and marked picking slip may be required. Further to this we always conduct a forensic review of our picking and packing CCTV footage to verify any and all claims of missing and incorrect items packed.
Please ensure that your order is checked as soon as it is received as KegLand will not be able to replace missing goods if the notification period has passed.
Items will be sent via the same shipping method as what was paid for on the invoice. e.g. If there are missing items from a pick up order, we will put the correct items into a pick up locker for a secondary collection. If items are purchased via Australia Post Express and are missing, the correct items would be sent via Australia Post Express.