Refund policy
Tradie Essentials Official
At Tradie Essentials Official, we take pride in delivering high quality products and a reliable customer experience. This policy outlines the conditions under which refunds, replacements, or returns may be approved.
By placing an order with Tradie Essentials Official, you agree to the terms outlined in this policy.
60 Day Product Guarantee & Warranty
6-Month Warranty
Tradie Essentials Official offers a 6-month warranty starting from the date your order is marked as delivered. This warranty incorporates the 60-day product guarantee below.
First 60 Days
If your product arrives damaged, defective, or not functioning as intended within the first 60 days, our support team will review the issue and determine the appropriate resolution, which may include a replacement or a refund — sent at no cost to you.
Day 61 to 6 Months
If a defect occurs after the initial 60-day period but within the 6-month warranty term, our support team will review the issue and determine whether a replacement is warranted. Approved replacements are provided at no product cost; however, the customer is responsible for the shipping cost of the replacement unit.
To submit a claim, please contact our support team:
support@tradieessentialsofficial.com
Please include:
● Your order number
● A description of the issue
● Clear photos or a short video showing the condition of the product
Providing this information allows our team to properly review the situation and resolve the claim as efficiently as possible.
Faulty or Damaged Products
If a manufacturing fault or shipping damage is confirmed, Tradie Essentials Official may offer a replacement or refund after reviewing the provided evidence.
Tradie Essentials Official reserves the right to request photo or video documentation before approving any claim.
Customers must follow all troubleshooting steps, instructions, and procedures provided by our support team when submitting a claim, so that we can properly assess whether the product is genuinely faulty. If a customer refuses to follow, or fails to follow, the reasonable instructions or procedures provided by our support team, any claim for a refund, replacement, or repair will be void.
Customers wishing to submit a claim about damaged goods upon arrival need to make a claim to the support email within 7 days of arrival to be eligible.
Return Authorization Requirement
All returns must be approved in writing by our support team before being sent back.
Items returned without prior approval will not be accepted or processed.
If a product is returned without authorization, the return will void eligibility for any refund or replacement.
Customers must wait for written confirmation and instructions from our support team before sending any items back.
Return Shipping
Tradie Essentials Official offers free shipping on customer orders; however, we do not provide return shipping labels.
If a return is approved, the customer will be responsible for arranging and paying for return shipping.
Return shipping costs are non-refundable.
If an order is returned to a distribution centre due to an incorrect or incomplete address provided at checkout, the customer must pay the shipping cost to have it re-sent to them, as Tradie Essentials Official's wares cost the initial purchase price. Tradie Essentials Official cannot be responsible for delays caused by address errors or the resulting return to sender process.
If a returned order is received at our warehouse and the customer requests a refund, this is provided at Tradie Essentials Official's sole discretion and is not guaranteed. Where a refund is approved, it will be issued minus the initial shipping costs and fees.
Used Products
Products that have been used, worn, altered, or damaged after delivery are not eligible for refunds unless a verified manufacturing defect exists.
For hygiene, safety, and product integrity reasons, certain items cannot be returned once they have been used.
If a product is used and determined to be functioning as intended, it will not qualify for a refund.
Food, Health and Safety
The TuckerBox is designed to heat food that customers place inside it themselves. Tradie Essentials Official has no control over, and is not responsible for, the food, ingredients, or consumables that a customer chooses to store or heat in the unit.
Customers are responsible for following their own general food safety and hygiene practices, including safe food storage, safe heating temperatures, and safe timeframes for consuming food, in line with standard food safety guidelines.
Tradie Essentials Official is not liable for any illness, spoilage, or other food safety issue arising from food prepared, stored, or heated by the customer.
Battery and Charging
The TuckerBox must be fully charged before use, including before each heating cycle. Failure to adequately charge the unit prior to use may result in reduced heating performance.
As with most rechargeable batteries, the battery inside the TuckerBox may require several charge and use cycles before it reaches optimal performance. It is normal for heating performance to improve after the first few uses, and this is not considered a fault or defect.
Meal Capacity
The TuckerBox's battery is designed to provide enough charge for 1-2 meals per full charge. This can be interpreted as either one full-sized meal (tray full) or two half-sized meals (tray half full), depending on how the customer chooses to use the unit.
A customer finding that the battery does not stretch beyond this capacity, including where it is used for two full trays rather than one full or two half trays, is not a fault or defect, and is not a valid basis for a refund, replacement, or warranty claim.
Heating Safety Warning
The TuckerBox heats food to high temperatures during operation, and the unit, trays, and food may become hot to the touch. Customers are responsible for handling the unit safely, including allowing appropriate cooling time before handling trays or consuming food, and keeping the unit away from children and pets during and after use.
Tradie Essentials Official is not liable for any injury, burn, or other harm resulting from improper handling, misuse, or failure to follow the instructions provided with the product.
Misuse and Unauthorised Modification
The product warranty and this refund policy apply only where the product has been used in accordance with the instructions provided. Misuse, including but not limited to overfilling the unit, using unapproved chargers or accessories, submerging the unit in water, or using the product in a manner not described in the instructions, will void eligibility for a refund, replacement, or warranty claim.
Any unauthorised modification, disassembly, or attempted repair of the unit by the customer or a third party will also void eligibility for a refund, replacement, or warranty claim.
Change of Mind
Tradie Essentials Official has no obligation under the Australian Consumer Law (ACL) to provide a refund, replacement, or exchange on the basis of a change of mind. A change of mind includes, but is not limited to, a customer no longer wanting the product, ordering the wrong item, purchasing by mistake, or finding the product cheaper elsewhere.
The consumer guarantees under the ACL apply to products that are faulty, unsafe, not fit for their intended purpose, or significantly different from their description. They do not require a business to provide a refund simply because a customer has changed their mind, and Tradie Essentials Official is under no legal obligation to do so.
Customers are encouraged to carefully review product descriptions, specifications, and sizing information before completing a purchase.
Discretionary Change of Mind Returns
On a case-by-case basis, and entirely at our discretion, Tradie Essentials Official may agree to accept a change of mind return outside of our legal obligations. Where we agree to do so, the following conditions apply:
● The product must be sent back to Tradie Essentials Official at the customer's own cost. We do not provide return shipping labels or reimburse return shipping costs for change of mind returns.
● The product must be unused, in original condition, and in its original packaging, with all accessories included.
● Any refund issued will be reduced by the original cost incurred by Tradie Essentials Official to ship the product to the customer, even where the order qualified for free shipping at checkout. This deduction reflects the actual outbound shipping cost paid by us to fulfil the order.
● Acceptance of one change of mind return does not create an obligation or precedent for Tradie Essentials Official to accept any future change of mind request, whether from the same customer or any other customer.
● Tradie Essentials Official reserves the right to decline any change of mind request at its sole discretion, without providing a reason.
Cosmetic Damage
Minor cosmetic marks or blemishes on any component of the purchased goods are not, on their own, grounds for a refund, replacement, or return.
Where a customer raises a cosmetic blemish with our support team, our support team will determine whether the blemish inhibits the unit's capacity to operate. This assessment will be made on a case-by-case basis at the sole discretion of Tradie Essentials Official, and applies to every element and component of the purchased goods.
Colour Variation
Product colours shown in advertisements, on our website, or in other marketing material may appear slightly different from the actual product due to variations in screen displays, device settings, and image compression. Different screens and devices portray colour differently, and Tradie Essentials Official cannot guarantee that any device will accurately display the true colour of the product.
Minor colour variation of this kind is not a fault or defect, and is not grounds for a refund, replacement, or return. Tradie Essentials Official is not responsible for colour differences arising from how a product is displayed on a customer's screen.
Dishwasher Use and Tray Discolouration
Trays may be washed in a dishwasher; however, dishwasher detergents can cause minor discolouration to the surface of stainless steel trays over time. This discolouration is a cosmetic effect of detergent exposure and does not affect the function, safety, or structural integrity of the tray.
Discolouration caused by dishwasher detergent is not considered damage or a fault, and is not grounds for a refund, replacement, or return.
Marketing and Promotional Material
Marketing and promotional material for our products, including images and videos used in advertisements or on our website, may include a combination of real product photography and artist impressions or graphic design elements created to illustrate features, use cases, or product concepts.
Such material is intended for illustrative purposes and may not represent an exact depiction of the product in all respects.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping details during checkout.
Tradie Essentials Official is not responsible for orders that cannot be delivered due to incorrect or incomplete address information provided by the customer.
Delivered Packages
If tracking confirms that an order has been delivered, Tradie Essentials Official cannot be held responsible for lost or stolen packages.
Customers should contact the shipping carrier directly to investigate delivery issues.
Fraud and Abuse Protection
Tradie Essentials Official actively monitors refund and return requests to prevent fraud and policy abuse.
We reserve the right to deny refund requests, limit service, or refuse future orders if we determine that a customer is attempting to exploit the refund policy, submit false claims, provide misleading evidence, or repeatedly request refunds for used products.
Evidence submitted during claims must accurately represent the product and its condition.
Chargebacks and Payment Disputes
Customers are encouraged to contact Tradie Essentials Official support before initiating a payment dispute or chargeback.
If a chargeback is initiated without first contacting our support team, we reserve the right to submit all relevant documentation including:
● Order confirmation
● Delivery confirmation
● Customer communications
● Submitted evidence from the customer
to the payment provider as part of the dispute investigation.
Submitting a fraudulent chargeback after receiving a product may be considered payment fraud and may result in restrictions on future purchases.
Governing Law and Disputes
This policy, and any dispute or claim arising out of or in connection with it, your order, or your dealings with Tradie Essentials Official (including any non-contractual disputes or claims), is governed by the laws of the State of Queensland, Australia.
Any dispute, claim, or legal proceeding of any kind arising from or relating to your purchase, this policy, or your dealings with Tradie Essentials Official must be brought and resolved exclusively in the courts of Queensland, Australia. By placing an order with Tradie Essentials Official, you submit to the exclusive jurisdiction of those courts and waive any objection to that venue on the grounds of inconvenience or otherwise.
Nothing in this section limits or excludes any right you may have under the Australian Consumer Law that cannot lawfully be excluded, restricted, or modified.
Limitation of Liability
To the maximum extent permitted by law, and except for any consumer guarantees under the Australian Consumer Law that cannot be excluded, restricted, or modified, Tradie Essentials Official's total liability arising from or in connection with your order is limited to the purchase price paid for the product.
Tradie Essentials Official is not liable for any indirect, incidental, or consequential loss or damage arising from the use, misuse, or inability to use the product.
Refund Processing
If a refund is approved, it will be issued to the original payment method used at checkout.
Processing times may vary depending on your bank or payment provider.
Contact
For all order, return, or refund related inquiries, please contact:
support@tradieessentialsofficial.com
