Refund policy

Returns and refunds

This policy applies to purchases from Hengate, a store operated by Cankaya Limited (Hong Kong Business Registration Number 81047130).

Your rights under the Australian Consumer Law come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing written anywhere on this site, including the voluntary policies below, limits those rights. Where anything we say conflicts with the Australian Consumer Law, the Australian Consumer Law prevails.

A major failure means you choose the remedy

If the door has a major failure, meaning it is substantially unfit for its purpose, significantly different from what was described, or has a defect a reasonable consumer would not have accepted had they known about it, then you choose between a refund and a replacement. We do not get to insist on repairing it first.

A minor failure means we choose, but we act quickly

For a failure that is not major, we will repair, replace or refund within a reasonable time. Given that a repair would mean shipping a 970 g unit back overseas, in practice we replace or refund rather than repair.

Faulty on arrival, or faulty within 12 months

we arrange a replacement or a full refund, whichever you prefer where the failure is major;
you pay nothing, not for the replacement, not for return postage, not for handling;
in most cases we will not ask you to send the faulty unit back, because return freight to Asia costs more than the unit is worth. If we do not need it returned, we will tell you so in writing and you may keep or dispose of it.

Our voluntary warranty runs for 12 months from delivery. It sits in addition to the Australian Consumer Law guarantees, which may extend beyond 12 months depending on what a reasonable consumer would expect of a product of this kind and price.

Changed your mind: 30 days

Australian law does not give you an automatic cooling-off right when you buy online. We give you one voluntarily.

You have 30 days from the day your order is delivered to change your mind. To use it:

contact us within those 30 days and tell us you want to return the item;
the item must be unused, complete, and in a condition that lets it be resold, including the screws and instruction sheet;
we will send you a return address and instructions. Return postage for a change of mind is at your cost, because the fault is not ours;
once the item reaches us and is checked, we refund the full purchase price to your original payment method within 5 business days.

Change-of-mind returns are refunded in full. We do not deduct a restocking fee and we do not deduct the cost of the free outbound shipping we absorbed.

What we cannot accept back as a change of mind

An item that has been installed and used, an item returned without contacting us first, or an item that arrives back damaged because it was not packed adequately. None of this affects a return for a faulty item, which is handled under the sections above regardless of condition.

Cancelling before dispatch

If your order has not yet been dispatched, contact us and we will cancel it and refund you in full, no questions asked. Once a tracking number has been issued the parcel is in the carrier's network and the change-of-mind process above applies instead.

How refunds are paid

Refunds go back to the card or account used for the original payment. We do not issue store credit in place of a refund. Depending on your bank, the money typically appears within 3 to 10 business days after we process it.