WARRANTY & RETURNS POLICY
SAFE Wildlife Rescue (Specialised Australian Fauna Equipment)
Email: rhiannan@safewildliferescue.com.au Phone: +61 434 575 072
Post: 671 Mains Road, Macgregor QLD 4109, Australia
Last updated: August 2026 — Version 1.1
1. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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. The benefits given to you by the warranty below are in addition to — and do not limit or replace — your rights and remedies under the Australian Consumer Law.
Where there is a major failure, the choice of remedy (a refund or a replacement) is yours, not ours. Nothing in this policy limits that right. The processes and options set out below apply to our voluntary warranty and to non-major failures; they do not restrict any remedy you are entitled to choose under the Australian Consumer Law.
We all have this right when we purchase something within Australia. Australian Consumer Law applies to all businesses operating within Australia, on all purchases.
2. OUR WARRANTY AGAINST DEFECTS
This warranty is provided by SAFE Wildlife Rescue, 671 Mains Road, Macgregor QLD 4109, Australia (email rhiannan@safewildliferescue.com.au, phone +61 434 575 072). We warrant that, for a period of twelve (12) months from the date of purchase, the carbon-fibre telescopic rescue pole and the halo attachment will be free from defects in materials and workmanship, provided the product has been used, handled, stored and maintained in accordance with our Terms of Use and the conditions set out in this policy. Where you make a valid claim within the warranty period, we will supply a replacement part or a replacement product in accordance with the process in Section 7. This warranty applies to the original purchaser and requires valid proof of purchase.
This 12-month warranty is a voluntary warranty and does not limit the period during which the Australian Consumer Law guarantees may apply; those guarantees can continue for as long as is reasonable given the nature and price of the goods.
3. CORRECT METHOD OF USE — THE BASE MUST BE SUPPORTED ON THE GROUND
These poles are designed and intended to be used with the base supported on the ground. That is the correct and only recommended method of use.
They must not be lifted off the ground and held suspended in the air, rested on the thigh, or otherwise carried aloft — particularly at full 12–15m extension. Used this way, the pole acts as a cantilever: the entire load, magnified by the pole's length, places significant strain on the operator's lower back and, critically, on the pole itself. Bending stress concentrates at the section joints, which over repeated use can fatigue the material and lead to cracking or snapping.
Please note: any cracks, stress fractures, or breakages resulting from use outside the intended method will not be covered or refunded under this voluntary warranty. Use outside the recommended method is at the user's own risk.
4. CONDITIONS OF USE, STORAGE AND CARE
To remain eligible under this voluntary warranty, the product must at all times be used and cared for in accordance with our Terms of Use, including: use with the base supported on the ground (Section 3); the pole and halo never making contact with a koala or any other animal (our equipment is designed to guide, not to touch — if the animal does not respond, the correct action is to stop, regroup and consider alternative methods, never to make contact); storage out of direct sunlight and in a dry location when not in use; not being used during storms, high winds or electrical-storm conditions; extending, collapsing and locking each section using the correct technique, without forcing or side-loading the sections or clips; being kept clean and free of biological matter; and not being modified, repaired or serviced by anyone other than SAFE Wildlife Rescue or a person authorised by us.
5. WHAT IS NOT COVERED
This voluntary warranty does not cover, and will be void in relation to, any fault, damage or failure arising from: use of the pole otherwise than with its base supported on the ground — including lifting, suspending, resting on the thigh or carrying the pole aloft — and any cracks, stress fractures, fatigue or breakages resulting from such use; contact between the pole or halo and an animal, or use of the equipment to touch, prod, hook, push or restrain an animal; misuse, abuse, accident, dropping, impact or crushing; use in storms, high winds or electrical-storm conditions; damage caused by improper exposure to sunlight, heat or UV due to failure to store the product correctly; normal wear and tear, cosmetic marks, scratches or fading that do not affect function; unauthorised modification, repair or the fitting of non-SAFE parts; failure to follow our Terms of Use; or loss or damage during return transit where the item was not packaged adequately. Nothing in this section limits your rights under the Australian Consumer Law for a genuine manufacturing defect or other guarantee failure.
6. HEALTH, SAFETY AND BIOSECURITY — CONDITION OF RETURN
We prioritise animal welfare and the safety of everyone who handles returned equipment. For health, hygiene and biosecurity reasons, any item returned to us must be clean, dry and free of blood, tissue, fur or other biological or hazardous material. If an item arrives with biological matter present, we may be unable to handle or assess it until it has been decontaminated, and we may ask you to arrange decontamination or return it for cleaning. We reserve the right to take reasonable steps to protect the health and safety of our staff when handling returned items. (Because our equipment must never make contact with a koala, the presence of animal matter may also indicate the product has not been used in accordance with our Terms of Use.) This clause concerns safe handling only and does not limit your rights under the Australian Consumer Law.
7. HOW TO MAKE A CLAIM — YOU MUST CONTACT US FIRST
Before returning any item, please contact us first at rhiannan@safewildliferescue.com.au or +61 434 575 072 to discuss the issue and agree on how to proceed, so we can help you as quickly as possible and arrange return in the most appropriate way. When you contact us, please provide your name and proof of purchase, a description of the fault with clear photographs or video of the affected component, and information about how the product has been used and stored. We will review the information, discuss the available options with you, and issue you with a return authorisation and instructions.
8. RETURN OPTIONS
Once we have discussed your claim, the following options may be available depending on the nature of the fault.
Option 1 — Replacement part: Where the fault relates to a single component that can be replaced, you may return the affected component for a replacement part. We will cover the cost of return postage and arrange collection by courier. Once the returned component is received, inspected and confirmed, we will supply and dispatch the replacement part at our cost.
Option 2 — Replacement of the complete item: Where a replacement of the entire product is appropriate, we will discuss return arrangements with you and dispatch a replacement product at our cost once the returned item has been received and inspected.
Return costs — important: Where a product fails to meet a guarantee under the Australian Consumer Law, and the product is large, heavy or otherwise significant to return (which includes our longer poles), we will bear the cost of returning it to us, or arrange collection. Requests to have the customer cover return postage apply only to voluntary out-of-guarantee arrangements or change-of-mind situations, and never override your Australian Consumer Law rights.
If, on inspection, an item is found to fall within the exclusions in Sections 3–5 (that is, the failure resulted from use outside these terms rather than a defect), the voluntary warranty claim may be declined; in that case we will discuss options with you, and any Australian Consumer Law rights you have will still be honoured.
9. ASSESSMENT AND TIMEFRAMES
We aim to acknowledge warranty enquiries within a reasonable time of contact. Assessment begins once the returned item is physically received by us. We will keep you informed of the outcome and the expected timeframe for any replacement part or product. We recommend using a trackable postage service and packaging the item securely; where we have arranged or funded the return, we will provide instructions.
10. CHANGE OF MIND
This voluntary warranty covers defects only. We do not offer refunds or exchanges for change of mind, incorrect size selection, or where you have simply decided you no longer want the product. Please choose your pole length carefully, and contact us before purchase if you are unsure which size suits your needs. This does not affect your rights under the Australian Consumer Law.
11. LIMITATION OF LIABILITY
To the extent permitted by law, and subject at all times to the Australian Consumer Law, our liability under this voluntary warranty is limited to the supply of a replacement part or replacement product as set out above. We are not liable for any indirect, incidental or consequential loss, or for any loss arising from use of the product otherwise than in accordance with our Terms of Use. Nothing in this policy excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term implied or imposed by law (including the Australian Consumer Law) that cannot lawfully be excluded, restricted or modified.
12. GOVERNING LAW
This policy is governed by the laws of Queensland, Australia, and the Commonwealth of Australia, and any dispute will be dealt with in accordance with those laws.
13. CONTACT US
To discuss a warranty claim or return, contact SAFE Wildlife Rescue — email rhiannan@safewildliferescue.com.au, phone +61 434 575 072, post 671 Mains Road, Macgregor QLD 4109, Australia.