Returns & Refunds Policy
Our commitment to your satisfaction — clear, fair, and simple returns.
On this page
1. Overview
At SoilTrack, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we're here to help. This Returns & Refunds Policy outlines your rights and our obligations under Australian Consumer Law, as well as our voluntary commitments to customer satisfaction.
30-day change of mind returns — If you're not satisfied, return unused items within 30 days for a full refund.
2. Change of Mind Returns
If you simply change your mind about a product, you may return it within 30 days of delivery for a full refund or exchange, subject to the following conditions:
- The product must be unused, unopened, and in original packaging
- The product must be in resalable condition (no damage, stickers removed, or missing parts)
- You must provide proof of purchase (order number or receipt)
- Return shipping costs are the responsibility of the customer (see Section 8)
Note: Change of mind returns do not apply to software, opened consumables, or custom-ordered items (see Section 7 for exclusions).
3. Faulty or Damaged Products
If your product arrives damaged, defective, or not as described, please contact us immediately. We will make it right.
What to do:
- Contact us within 48 hours of delivery for damaged items
- Provide your order number and clear photos of the damage or defect
- Keep all original packaging for inspection
Our commitment:
- Replacement — We will send a replacement product at no cost
- Repair — If repair is possible, we will arrange it
- Refund — Full refund including original shipping costs
We will cover all return shipping costs for faulty or damaged products.
4. Warranty Returns
All products sold by SoilTrack come with manufacturer warranties (typically 12 months to 2 years, depending on the product). Warranty covers:
- Manufacturing defects
- Faulty components
- Hardware failures under normal use
Warranty does not cover:
- Damage caused by misuse, accidents, or neglect
- Unauthorized modifications or repairs
- Normal wear and tear
- Failure to follow product instructions
- Water damage (unless product is specifically rated waterproof)
For warranty claims, please retain your proof of purchase and contact our support team with a description of the issue.
5. Australian Consumer Law (ACL)
Your rights under the Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the ACL. 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.
Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Competition and Consumer Act 2010 (Cth) or any other applicable legislation.
6. Return Process (Step by Step)
To initiate a return, please follow these steps:
1 Contact Us — Email returns@soiltrack.com.au with your order number, reason for return, and photos (if damaged/faulty).
2 Receive Return Authorization — We will provide you with a Return Authorization (RA) number and return instructions. Do not send items back without an RA number.
3 Pack the Item Securely — Use the original packaging if possible. Include your RA number inside the package.
4 Ship the Item — Send the package to our returns address (provided with RA number). For change of mind returns, you are responsible for shipping costs.
5 Inspection & Processing — Once we receive your return, we will inspect the item within 3-5 business days.
6 Refund or Exchange — We will process your refund or ship your exchange item.
Timeframes
Returns address: Provided with your Return Authorization number.
Processing time: 3-5 business days after we receive your return.
Refund time: 7-10 business days to appear in your account (depending on your bank).
7. Non-Returnable Items
The following items cannot be returned for change of mind (but may still be eligible for warranty or faulty claims):
- Opened software (including drone firmware upgrades, NDVI software licenses)
- Consumable items (batteries, probes, sensors that have been inserted into soil)
- Custom-ordered or special-order items
- Items damaged by misuse or improper installation
- Products missing serial numbers or tampered with
- Clearance or "final sale" items (clearly marked at time of purchase)
8. Return Shipping Costs
Return shipping costs are handled as follows:
- Change of mind returns: Customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
- Faulty, damaged, or incorrect items: SoilTrack will cover all return shipping costs. We will provide a prepaid return label or reimburse reasonable shipping costs with receipt.
- Warranty returns: SoilTrack will cover return shipping for confirmed warranty claims. If the product is found not to be faulty, you may be responsible for shipping costs.
We recommend using a trackable shipping method for all returns. SoilTrack is not responsible for items lost in transit during return shipping.
9. Refund Processing
Once your return is received and inspected, we will process your refund as follows:
- Refund method: Refunds will be issued to the original payment method used for the purchase.
- Refund amount: Full product price (including GST) minus any applicable deductions (e.g., change of mind return shipping is not refunded).
- Processing time: Refunds are processed within 3-5 business days of inspection approval.
- Bank processing: Depending on your bank or payment provider, it may take an additional 7-10 business days for the refund to appear in your account.
Partial Refunds
Partial refunds may be granted in the following situations:
- Items not returned in original condition (damaged by customer)
- Missing parts or accessories
- Returns received after 30 days (at our discretion)
10. Exchanges
If you wish to exchange an item for a different product (e.g., different model drone or sensor), please follow the return process and place a new order for the desired item. This ensures faster processing and accurate inventory tracking.
For exchanges of faulty items for the same product, we will ship the replacement as soon as we receive the returned item (or earlier, at our discretion).
11. Contact Us
If you have any questions about our Returns & Refunds Policy or need help with a return, please contact our returns team:
SoilTrack Returns Team
Ballajura, WA 6066, Australia
Returns Address: Provided with your Return Authorization number.