Last Updated: 26 Jan 2026
Effective Date: 01 Jan 2026
At Embedded Systems Lab, we take pride in the quality of our engineering services and hardware products. This Refund and Returns Policy explains your rights and our processes if you are not fully satisfied with a service or product purchased from us.
This policy applies to customers purchasing services (such as consulting, firmware development, engineering sprints) and hardware products (including but not limited to development boards or kits) from our website https://www.embeddedsystemslab.com/.
1. Australian Consumer Law & Consumer Guarantees
If you reside in Australia, your rights for refunds, exchanges, or repairs are protected under the Australian Consumer Law (ACL). Under ACL, products and services must be:
- of acceptable quality;
- fit for purpose;
- match the description provided to you; and
- durable and safe for normal use.
If a product or service has a major problem (e.g., unsafe, doesn’t work as described, can’t be fixed) you are entitled to a refund, replacement, or compensation. For a minor problem, we may repair or rectify the issue.
2. Scope of This Policy
This policy sets out how we handle:
- Hardware product returns and refunds
- Service cancellations, refunds, and disputes
- Change of mind requests
- Faulty or not-as-described products or services
- International sales and cross-border returns
3. Hardware Products – Returns & Refunds
a. Faulty or Defective Products
If an item you purchased is faulty, damaged in transit, or not as described, please contact us immediately. We will assess your request and, if eligible:
- offer a full refund,
- provide a replacement, or
- issue a credit note toward future services/products.
Proof of purchase (invoice, receipt, or order ID) is required.
Refunds are typically processed in the original form of payment unless otherwise agreed.
b. Change of Mind Returns
For hardware products, refunds for change of mind are not guaranteed but may be offered at our discretion. If we agree to a change-of-mind return:
- the product must be returned unused,
- in original packaging, and
- with all accessories included.
Return shipping costs for change-of-mind returns are usually borne by the customer, unless otherwise specified.
4. Services – Cancellations & Refunds
a. Project Consultations and Engineering Services
Because our work is often project-based and bespoke, all engineering engagements (e.g., consulting sessions, scoped engineering sprints, diagnostics, support tasks) are non-refundable once work has started, except where:
- the service fails due to our error, or
- there is a major defect in the delivery that we cannot remedy within a reasonable timeframe.
If you wish to cancel a scheduled service, please notify us in writing at least [insert timeframe — e.g., 7 days] before commencement. Late cancellations may incur a cancellation fee to reflect time already allocated.
b. Work In Progress
If a refund is requested for partially completed work, we may offer a pro-rata refund minus the value of the work already delivered and documented.
5. How to Request a Return or Refund
To begin a return or refund request, contact us:
📧 Email: [email protected]
📍 Address: 417 Pitt Street, Sydney CBD, NSW 2000, Australia
Please include:
- Your Order Number
- A clear description of the issue
- Photos of the product or evidence of the issue (if applicable)
Once we receive your request, we will respond within 5 business days with next steps.
6. Shipping & Return Logistics
For hardware returns:
- We recommend using tracked shipping and retaining proof of postage.
- Return shipping for faults caused by us will be reimbursed.
- For change-of-mind returns, you are generally responsible for return shipping.
Custom or made-to-order items may not be eligible for returns unless faulty or as required by law.
7. International Customers
For international hardware purchases:
- Customs, duties, and taxes on return shipments are generally the responsibility of the customer.
- Return policies may be subject to local laws in your jurisdiction — this policy is our baseline and will not override statutory rights where applicable.
8. Exclusions
This policy does not apply to:
- Services already fully performed and delivered.
- Digital products where access has been granted and consumed.
- Items altered or damaged through misuse by the customer.
9. Timeframes
Refunds for products or services will be processed within 5 days of approval. Credit card refunds may take additional time depending on your bank.
10. Consumer Rights Are Not Waived
Nothing in this policy is intended to limit your statutory rights under consumer protection laws in your country (including ACL in Australia). If any provision of this policy is inconsistent with mandatory consumer law, that law overrides the conflicting section.
11. Changes to This Policy
We may update this policy from time to time. The latest version will be published on our website with an updated “Last Updated” date.