Refund policy

This is Part 2 of our Shipping Policy and Refunds and Returns Policy. Part 1, covering shipping, delivery, title and risk, is published at Shipping policy. Both parts form part of our Terms of service. Section numbers match the Terms of Sale.

2.1 Your rights under consumer law

Australia. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you can choose a refund or a replacement, and compensation for any other reasonably foreseeable loss. For a failure that is not major, you are entitled to have the problem fixed in a reasonable time, and if we do not do that, to cancel and get a refund for the unused portion.

New Zealand. If you are a consumer in New Zealand, the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 apply to your purchase. If you are acquiring goods or services in trade, and you and we are both in trade, you and we agree under s43(2) of the Consumer Guarantees Act and s5D of the Fair Trading Act that those Acts do not apply, to the extent the law permits that agreement.

Elsewhere. Where you buy from outside Australia and New Zealand, the mandatory consumer protection law of your own country may apply and nothing here overrides it. Otherwise your rights are the ones set out in this policy and in our Terms of service.

Nothing in this policy limits or excludes a right you have that cannot be excluded by law. Where a manufacturer warranty and your statutory rights both apply, whichever gives you the better remedy is the one that applies.

2.2 How to start a return

Every return needs an RMA before you send anything.

1. Email support@mirrormapper.com.au with your order or purchase order number, the serial number, and a short description of the problem.
2. We tell you whether it is a change of mind return, a warranty claim, a DOA replacement or a chargeable repair, and what the return freight arrangement is.
3. We issue an RMA number and return instructions.
4. You send the goods to the address on the RMA, with the RMA number on the outside of the carton.

Goods sent back without an approved RMA may be refused and returned to you at your cost. Do not send anything to our street address without an RMA.

2.3 Change of mind

Australian orders only. Change of mind returns are not available on international orders (see §2.10).

You can request a change of mind return within 14 days of delivery if the goods are:

• unopened, unused, unactivated and not registered to any account,
• in the original packaging with every accessory, cable, manual and label included, and
• accompanied by proof of purchase.

Change of mind returns attract a restocking fee of 15% of the purchase price, or 20% where the purchase price is over AUD $5,000. Outbound freight is not refunded and return freight is at your cost.

Where the packaging has been opened but the goods are genuinely unused, we may still accept the return at our discretion, with the restocking fee applied to the higher band.

This is a voluntary policy on top of your legal rights, not a substitute for them.

The 14-day window applies from this version date. Orders placed under an earlier published 30-day change of mind window keep that window.

2.4 Products excluded from change of mind

The following cannot be returned for change of mind:

• Aircraft, scanners, controllers or docks that have been activated, bound to an account, flown or operated.
• Batteries and power products, once the sealed packaging is opened.
• Software licences, activation keys and cloud subscriptions, once issued or activated.
• Custom AI models, configured payloads and kits built to your quotation.
• Items ordered in specifically for you and not normally held.
• Consumables, wear items and opened SD or storage media.
• Gift cards.
• Anything classed as dangerous goods that cannot be lawfully returned by the carrier.

If you are unsure whether something is returnable, ask before you open the case.

2.5 Faulty goods

If goods are faulty, not fit for their described purpose, or not as described, contact us with the serial number, the order number and enough detail for us to understand the fault. Photos or a short video help.

We will assess the fault, tell you within 5 business days whether we accept it as a warranty claim, and then repair, replace or refund in line with your rights under §2.1 and the manufacturer's warranty.

For Australian orders we arrange and pay return freight on accepted faulty goods claims. For international orders see §2.10.

Where an assessment finds no fault, or finds a cause listed in §2.6, we will quote you for a chargeable repair before doing any work, and return freight is at your cost.

2.6 What is not covered

The voluntary warranty and the faulty goods process do not cover:

• crash, impact and drop damage,
• water ingress from operation outside the product's rated protection,
• unauthorised modification, disassembly or third party repair,
• use outside the manufacturer's published specifications,
• damage from non-genuine batteries, chargers or accessories,
• normal wear, cosmetic marks, consumables and expected battery capacity decline,
• firmware or software issues caused by unofficial firmware,
• damage in transit where the goods were shipped uninsured at your election, and
• loss of data, point clouds or project files.

These exclusions do not limit any right you have that cannot be excluded by law.

2.7 Dead on arrival

If a product is faulty out of the box, has not been used operationally, and you report it within 7 days of delivery, we treat it as dead on arrival. We arrange an immediate replacement or a full refund, and we cover return freight, including on international orders.

To qualify, the goods must be complete, in the original packaging, and not have been flown, operated on a job, or damaged after delivery.

2.8 Software licences and subscriptions

Software licences, activation keys and cloud subscriptions are non-refundable once issued or activated, except where the ACL or another applicable consumer law requires otherwise.

Subscriptions cancelled mid-term run to the end of the paid period and are not refunded pro rata unless the cancellation is for a failure on our side.

Where software is bundled with hardware, returning the hardware does not refund the software component if the licence has been issued or activated.

Your ongoing use of the software is governed by the EULA and the Software and Data Processing Terms, not by this policy.

2.9 Consulting, training and services

Cancellation terms for consulting, training and CASA documentation work are:

• More than 10 business days before the scheduled date: full refund or reschedule at no charge.
• 5 to 10 business days before: 50% of the fee, or reschedule once at no charge.
• Fewer than 5 business days before, or non-attendance: 100% of the fee.
• Travel, accommodation and third party costs already committed are not refundable at any notice period.

These terms are mirrored in the Professional Services Agreement, which prevails for services matters if the two differ.

2.10 International orders

Change of mind returns are not available on orders shipped outside Australia.

Faulty goods and DOA claims are covered wherever you are, on a return to base basis:

• All returns come back to Melbourne, Australia.
• For faulty goods claims, you pay freight to Melbourne and we pay return freight to you once the claim is accepted. If assessment finds no fault, both legs are yours.
• For DOA claims under §2.7 we cover both legs.
• You are responsible for export clearance from your country and for supplying the commercial invoice and paperwork our customs broker asks for. Mark the shipment as a warranty return of Australian origin goods, not a sale, or you will be charged import duty on your own scanner coming home.
• Loan units during repair are available in Australia only.
• Turnaround on an international claim is longer than domestic, typically by 2 to 4 weeks, because of freight and clearance at both ends.

Import duties, taxes and clearance fees paid on the original order are not refundable by us. If your country offers a duty drawback on re-exported goods, that is a claim you make with your own customs authority.

2.11 Refunds

Once we receive and inspect the returned goods, we tell you whether the refund is approved.

Approved refunds go back to the original payment method within 10 business days of approval. Your bank or card provider may take longer again to show it.

Refunds on international orders are made in the currency you paid in. We do not cover exchange rate movement between the date of purchase and the date of refund, and we do not refund payment processor or foreign exchange fees that are not returned to us.

We deduct from any refund: the restocking fee where it applies, outbound freight, and any cost we incur because a shipment was refused, abandoned or returned to sender.

If more than 15 business days have passed since we told you a refund was approved and you have not seen it, email support@mirrormapper.com.au.

Questions about refunds or returns: Contact us.