This policy applies to purchases from Misonics Pty Ltd (ABN 50 659 454 681) (Misonics, we, us, our). It explains what happens when there is a problem with goods or services we supplied, and when we accept a return where nothing is wrong. It forms part of our Terms and Conditions of Sale.
Your rights under the Australian Consumer Law
These guarantees apply to consumers as the law defines them, which includes many business purchases of goods and services costing up to $100,000. Goods bought for resale, or to be used up or transformed in production or in treating other goods — which is how most industrial chemicals and filter media are bought — are outside the guarantees. Whether the guarantees apply depends on the transaction, not on whether you have an ABN.
If goods fail a guarantee and the failure is major, you may choose a refund or a replacement, or keep the goods and be compensated for the drop in value. If the failure is not major, we will repair or replace the goods, or refund you, within a reasonable time. For services, a major failure entitles you to cancel and be refunded for the part not performed, or to compensation for the reduced value; other failures must be fixed within a reasonable time. These rights are not limited to the warranty period and are not lost because packaging is opened or the goods were on sale.
Reporting a problem
Contact us at [email protected] or 1300 647 664 (1300 MISONICS) with your name, order or invoice number, a description of the problem and, where you can, the model, serial or batch number and photographs. Any reasonable proof of purchase is acceptable. Stop using equipment if continued use could be unsafe or cause further damage, and do not attempt repairs beyond normal operator maintenance without speaking to us.
We may assess the goods or service before deciding the remedy, and we will tell you what we found. Where you bought from us, we handle the claim; we will not send you to the manufacturer. Our Warranty Policy explains our express warranty, which applies alongside your statutory rights.
Returning faulty goods
Contact us before sending anything so we can give you the right destination and safe transport instructions. Original packaging is not required, but goods must be packed safely for transport. Where the Australian Consumer Law applies to your purchase and the goods are found to have failed a consumer guarantee, we bear the reasonable cost of returning them and collect goods that cannot reasonably be returned because of their size or installation, as the law requires; keep receipts for transport costs you are entitled to recover. Otherwise, including for claims under our express warranty, freight to and from us is your responsibility. We do not charge restocking, administration or assessment fees on a valid claim.
If assessment shows there is no fault covered by a guarantee or our warranty, a reasonable inspection or collection charge applies only where we told you the amount before assessing and you agreed. Delivery charges and other loss are refunded or compensated where the law requires it.
Chemicals and contaminated equipment
Do not post or courier chemicals, leaking containers or contaminated equipment without arranging safe transport with us first. Tell us what the goods contain or have been in contact with, and supply the relevant Safety Data Sheet. We will agree a safe assessment or return method, including decontamination where necessary. Who bears the cost depends on the outcome of the assessment and your statutory rights.
Returns where nothing is wrong
Standard stocked items — filter bags, accessories and spare parts in unopened, resaleable condition and original packaging — may be returned within 14 days of delivery for a credit or refund of the price less a 20% restocking charge. You pay the return freight. Contact us for a return reference before sending the goods; we credit the return once we have received and checked the goods.
We do not accept change-of-mind returns of chemicals, PowerSonic or other machines, made-to-order or custom-built equipment, special-order and imported goods, or items that have been opened, used or installed. This applies whether you no longer need the goods, found a lower price, or chose the wrong product without relying on our advice. None of this affects your rights where goods are faulty, not as described, or not suited to a purpose you told us about and relied on us to meet.
Choosing the right product
Before ordering, check the product specification, the Safety Data Sheet and technical data sheet, and tell us about your application and material-compatibility needs. Before full-scale use of a chemical, run a small-quantity trial on representative parts under your operating conditions unless the process has already been validated. A Safety Data Sheet is a safety document, not a performance guarantee. Where we recommend a product for a purpose you told us about, we stand behind that recommendation.
Installed and custom-built equipment
For installed, custom-built or integrated equipment we assess and correct problems at your site where practical: repair, replacement of affected components, adjustment, process correction or recommissioning. Where the problem is covered by our warranty or a consumer guarantee, the remedy is carried out without charge. Please give us safe access, the operating records and a reasonable opportunity to investigate. We will explain our findings, the corrective work and the timeframe, and measure the result against the agreed specification and acceptance criteria. You are not required to accept unlimited repair attempts, reduced agreed performance or unsafe operation.
Order changes and cancellations
Tell us as soon as possible if you need to change or cancel an order. Before we accept an order you may withdraw it and we refund any payment in full. Where imported or made-to-order goods carry an advised lead time of more than 14 days, you may cancel for a full refund instead of confirming the lead time; once confirmed, the order is binding. After acceptance, cancellation of stock items is at our discretion and the change-of-mind terms above apply. A custom-built or made-to-order machine can be cancelled only by written notice received at least 14 days before the fabrication start date in your order confirmation, less our documented costs to that date; cancellation after that point incurs an 80% cancellation charge, as set out in clause 15 of our Terms and Conditions of Sale. Special-order and imported items can be cancelled only by agreement and our reasonable costs and losses apply; we show you the calculation and refund any balance. If you cancel because of our breach or under a statutory right, those deductions do not apply.
Refunds
Once a refund is agreed or due we process it within 5 business days, to the original payment method unless we agree otherwise. Your bank may take a few more days to show it. We do not substitute store credit for a refund you are entitled to unless you ask for it.
Misuse and exclusions
A claim is not covered to the extent the problem was caused by misuse, incompatible chemistry, operation outside the stated limits, inadequate maintenance, or a modification or repair we did not authorise. We assess the actual cause; an unrelated modification or the use of a third-party chemical does not cancel your rights on other components. This does not excuse advice we gave that was unsuitable.
If you disagree with our decision
Misonics Pty Ltd | ABN 50 659 454 681
Email: [email protected] | Telephone: 1300 647 664 (1300 MISONICS) | 8:00 am to 5:00 pm AEST, Monday to Friday
Office: 4527 G, 470 St Kilda Road, Melbourne VIC 3004
Ask us for a written explanation and a review by a senior person. If you remain dissatisfied you may contact Consumer Affairs Victoria or the consumer protection agency in your state or territory, or take the matter to a tribunal or court. Changes to this policy apply to future purchases and do not reduce your rights on an existing purchase.
Last updated 7 September 2026. Misonics Pty Ltd, ABN 50 659 454 681, 4527 G, 470 St Kilda Road, Melbourne VIC 3004 · [email protected] · 1300 MISONICS (1300 647 664).