Refund policy

Return, Repair & Refund Policy

Sky’s No Limit® (SNL)
Skypod Height Access Solutions Pty Ltd (ACN 676 143 392 | ABN 32 676 143 392)

Effective Date: July 2026 | Version: 1 | Next Review Date: July 2027

1. Purpose

This policy explains the conditions under which products purchased from Sky’s No Limit® (SNL) may be returned, repaired, replaced or refunded. It applies to purchases made via our website and e-commerce platform (www.skys-nolimit.com.au).

2. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

  • If a product has a major failure, the customer has the legal right to choose a refund, replacement, or repair.
  • If it's a minor failure, SNL may choose to repair or replace the product. A problem is considered minor if it can be easily repaired within a reasonable amount of time and does not significantly affect the product's use.
  • Refunds will be issued in the same form as the original payment.

3. Change of Mind Returns

Due to the technical, safety-critical and specialised nature of SNL products (including powered ascenders and rope-access systems), change of mind returns are not generally accepted.

SNL may, at its discretion, accept a change-of-mind return where:

  • The product is unused, unopened and in original packaging
  • The return request is made within 7 days of delivery
  • The product has not been installed, used, or exposed to site conditions
  • Proof of purchase is provided

If approved:

  • The customer is responsible for all return shipping costs
  • A restocking fee (if applicable) may apply
  • Refunds are processed in accordance with Section 2

4. Faulty, Damaged or Incorrect Items

If a product is:

  • Faulty
  • Damaged on arrival
  • Incorrectly supplied

You must notify SNL:

  • Within 48 hours of delivery (visible damage), or
  • As soon as reasonably practicable after identifying the issue

SNL may request:

  • Photos or videos
  • Serial numbers or identification details
  • Description of the issue
  • Return of the product for inspection

SNL will assess whether the issue constitutes a major or minor failure under ACL.

Any photos, videos, serial numbers or other personal information provided as part of a return, repair or refund request will be handled in accordance with the SNL Privacy Policy.

5. Returns Process

To request a return, repair, or refund:

  • Contact SNL at info@skys-nolimit.com.au or 1800 759 763
  • Provide Proof of Purchase:
    • Order number / proof of purchase
    • Product details
    • Description of issue
  • Follow instructions provided by SNL

Acceptable proof of purchase includes a tax invoice, order confirmation email, or bank/card statement showing the transaction.

Do not return products without prior approval.

Where the product includes a lithium-ion battery or controlled components, SNL will provide specific return instructions to ensure compliance with transport regulations.

6. Product Condition & Inspection

Returned products must:

  • Be safely packaged for transport
  • Include all original components where applicable
  • Not be altered, modified or misused

For safety-critical equipment (including powered ascenders and rope-access systems), SNL may:

  • Conduct technical inspection
  • Review usage history
  • Assess compliance with operating instructions and specifications

Returns may be rejected if:

  • The product has been used outside intended operational conditions
  • Incorrect equipment configurations or loads were used
  • Damage is caused by misuse, improper storage, or unauthorised modifications

7. Repairs and Replacements

Where a product has a minor failure, SNL will:

  • Repair the product within a reasonable timeframe; or
  • Replace the product where repair is not practical

Timeframes may vary depending on:

  • Availability of parts
  • Technical inspection requirements
  • Supplier/manufacturer involvement

As a general guide, most repairs are completed within 5 business days of the product being received by SNL, though this may extend where parts or manufacturer input are required. Possibility of providing a replacement machine during this period, subject to availability.

8. Non-Returnable Items

Unless required under Australian Consumer Law, the following are generally not eligible for return:

  • Used or installed equipment
  • Products exposed to field conditions
  • Special order or customised products
  • Batteries or components subject to transport safety restrictions (unless faulty)

9. Shipping, Handling and Delivery

Shipping Providers

SNL uses freight providers capable of transporting lithium-ion battery equipment, including:

  • FedEx / TNT – primary providers
  • StarTrack – available for certain shipments (minimum cost/volume thresholds may apply)

These providers are selected for compliance with lithium-ion battery transport requirements.

Processing and Handling Times

  • Orders are processed after payment confirmation and stock verification
  • Handling times may vary depending on:
    • Product availability
    • Pre-dispatch checks
    • Dangerous goods (DG) handling requirements (e.g. lithium-ion batteries)

SNL will provide estimated dispatch timeframes at or shortly after purchase. Delivery timeframes depend on carrier and destination.

Shipping Costs (Sales Orders)

  • Shipping is included in general product sales, unless otherwise stated at checkout or in a quotation

International Orders

This policy applies to purchases made within Australia. International orders are subject to the consumer protection laws of the destination country, and may not be covered by the Australian Consumer Law.

Shipping Costs (Returns)

Change of Mind Returns:

  • Customer is responsible for all return shipping costs
  • Returns must comply with transport and safety requirements

Faulty, Damaged or Incorrect Items:

  • SNL will cover reasonable shipping costs
  • SNL may arrange collection or provide compliant return instructions

Lithium-Ion Battery Transport

Due to lithium-ion battery components:

  • Products may be classified as Dangerous Goods (DG)
  • Special packaging, labelling and transport requirements apply
  • Customers must follow SNL instructions for any return shipment

10. Shipping Risk

  • Risk generally transfers to the customer upon delivery (subject to ACL)
  • Approved returns must be sent using traceable and insured shipping
  • SNL is not responsible for items lost or damaged in transit unless arranged by SNL

11. Refund Processing

  • Refunds are issued only after inspection and approval
  • Refunds approved within 1-3 business days after the returned item is received and inspected
  • Approved refunds are processed within 5-10 business days after approval
  • Refunds will be processed to the original payment method
  • Processing times depend on payment providers and financial institutions

12. Limitation of Liability

To the maximum extent permitted by law, and without limiting any rights or remedies available under the Australian Consumer Law, SNL's liability for any loss or damage arising from the supply of goods is limited to the repair, replacement or refund of the affected product.

13. Dispute Resolution

If a customer is not satisfied with the outcome of a return, repair or refund request, they may escalate the matter by contacting SNL directly using the details in Section 14. If the matter remains unresolved, customers may contact NSW Fair Trading or the Australian Competition and Consumer Commission (ACCC) for further guidance.

14. Contact

Sky’s No Limit® (SNL)
Skypod Height Access Solutions Pty Ltd
98 Victoria Rd, North Parramatta NSW 2151
Phone: 1800 759 763
Email: info@skys-nolimit.com.au
Website: www.skys-nolimit.com.au

Website Clause

“By placing an order, you acknowledge that returns, repairs, refunds and shipping are handled in accordance with this policy and applicable Australian Consumer Law.”