Warranty & Returns
Last updated: 17 September 2026
XENTRODRY provides warranty and return support for eligible products supplied through our website.
This policy explains how warranty claims, returns, refunds and product issues are handled. Nothing in this policy limits any rights or remedies you may have under applicable laws, including any non-excludable rights that may apply in your country or region.
1. Warranty period
Unless otherwise stated in writing, products supplied by XENTRODRY include a 12-month warranty from the date the product is delivered to, or signed for by, the customer.
The warranty applies to eligible products purchased directly from XENTRODRY through our website, quotation or approved sales channel.
2. What the warranty covers
Our warranty generally covers faults or defects caused by manufacturing issues, provided the product has been installed, operated and maintained in accordance with the relevant product documentation, specifications and normal operating conditions.
Depending on the issue, warranty support may include:
Troubleshooting support
Replacement parts
Repair support
Product replacement
Another appropriate remedy
The appropriate remedy will depend on the nature of the issue, product condition, product availability, inspection results and applicable legal requirements.
3. What the warranty does not cover
The warranty does not cover damage, faults or performance issues caused by:
Incorrect installation
Misuse, neglect or improper operation
Unauthorised modification or repair
Incorrect voltage or power supply
Unsuitable operating conditions
Contamination or poor air/gas quality
Lack of maintenance
External damage during use
Normal wear and tear
Use outside the product specifications
Incorrect product selection caused by incomplete or inaccurate information supplied by the customer
Damage during return transport caused by inadequate packaging
This does not limit any rights or remedies that may apply under applicable laws.
4. 30-day returns
Customers may request a return within 30 days from the date the product is delivered to, or signed for by, the customer.
Returns must be approved by XENTRODRY before products are sent back. Please contact us before returning any product. Unauthorised returns may not be accepted.
To be eligible for a change-of-mind or customer-requested return, the product should generally be:
Unused
Not installed
In original or suitable protective packaging
In resalable condition
Complete with accessories, manuals and supplied components where applicable
Returned within the approved return period
Eligible unused products may be returned within 30 days, including change-of-mind or customer-requested returns, provided they meet the conditions above and the return is approved before dispatch.
This does not affect any rights or remedies that may apply where a product is faulty, incorrectly supplied, not as described or otherwise covered by applicable non-excludable rights.
This does not apply where the customer has rights or remedies under applicable laws.
5. Return shipping
Unless otherwise agreed in writing or required by applicable law, customers are responsible for arranging and paying for return shipping.
Returned products should be sent by courier or another trackable delivery service. Customers are responsible for ensuring that returned products are securely packed and protected from damage during transport.
Approved returns should be sent to:
XENTRODRY Returns
Unit C, Building 6
161 Manchester Road
Auburn NSW 2144
Australia
We recommend keeping the courier tracking number and proof of shipment until the return has been received and processed.
XENTRODRY is not responsible for returned products that are lost, damaged or delayed during return transport due to inadequate packaging, incorrect address details or courier issues arranged by the customer.
6. How to request a return
To request a return, please contact us at:
Please include the following information:
Order number or purchase details
Product model
Date of delivery or receipt
Reason for return
Product condition
Photos of the product and packaging where possible
After reviewing your request, we will confirm whether the return is approved and provide return instructions where applicable.
Please do not return any product before receiving return approval and return instructions from XENTRODRY.
7. Refunds
Where a refund is approved, the refund will usually be processed using the original payment method where possible.
Refunds are normally processed within 10 days after the returned product has been received, inspected and approved for refund.
Eligible returns receive a full refund of the product price paid, including GST. No restocking fee or payment processing fee is deducted.
The time required for the refunded amount to appear in the customer’s account may depend on the payment provider, card issuer, bank or financial institution.
For eligible change-of-mind returns, customers pay the return shipping cost unless otherwise agreed or required by law. We do not deduct the cost of the original free standard delivery, payment processing fees, import duties or customs clearance fees from the product refund. This does not limit any rights or remedies for faulty, incorrectly supplied or misdescribed products under applicable law.
8. Damaged, incorrect or incomplete delivery
Please inspect your product as soon as reasonably possible after delivery.
If your order arrives damaged, incorrect or incomplete, please contact us promptly at:
Please include:
Order details
Product model
Photos of the packaging
Photos of the product
Description of the issue
Delivery information
This helps us assess the issue and arrange an appropriate solution.
Please do not dispose of the product packaging or shipping materials before contacting us, as these may be required for courier assessment or claim purposes.
9. How to make a warranty claim
If you believe your product has a fault or defect, please contact us at:
Please include the following information where possible:
Order number or purchase details
Product model
Serial number, if available
Photos or videos of the issue
Description of the problem
Operating conditions
Installation environment
Flow rate, pressure, voltage or gas/air application where relevant
Providing this information helps us assess the issue more quickly and recommend the next step.
10. Warranty assessment process
After receiving your warranty or product issue request, we may ask for additional information to assess the problem.
Depending on the situation, we may:
Provide troubleshooting instructions
Request photos or videos
Request operating condition details
Arrange inspection of the product
Request the product to be returned for assessment
Provide replacement parts, repair support or replacement where appropriate
Please do not return any product without contacting us first. Unauthorised returns may not be accepted.
11. Shipping costs for warranty claims
For approved warranty claims, return shipping arrangements will be assessed according to the nature of the issue, inspection results and applicable legal requirements.
Where the issue is confirmed to be caused by a manufacturing defect covered by warranty, XENTRODRY may provide an appropriate remedy, which may include replacement parts, repair support, replacement or other support.
Where the issue is found to be caused by incorrect installation, misuse, unsuitable operating conditions, customer damage, unauthorised modification, lack of maintenance or another cause not covered by warranty, the customer may be responsible for return shipping, inspection, repair, replacement or re-delivery costs.
12. Special order or customised products
Some products may be special order, customised or supplied based on specific customer requirements.
Returns for special order or customised products may be limited unless the product is faulty, incorrectly supplied, not as described or otherwise covered by applicable non-excludable rights.
13. Product selection support
XENTRODRY may provide product selection support based on the information supplied by the customer.
Customers should provide accurate technical information, including flow rate, working pressure, dew point requirement, voltage, gas type, installation environment and application requirements.
If the information provided is incomplete, inaccurate or later changes, the recommended product may not be suitable for the final application.
For complex, safety-critical or regulated applications, customers should seek advice from a qualified engineer, technician or relevant professional before purchase and installation.
14. Non-excludable rights
Nothing in this policy excludes, restricts or modifies any rights, remedies, conditions, warranties or guarantees that cannot be excluded, restricted or modified under applicable laws.
Where applicable, customers may have non-excludable rights in relation to product quality, fitness for purpose, description, repair, replacement or refund.
For customers in Hong Kong, certain rights may apply under the Sale of Goods Ordinance and other applicable Hong Kong laws.
For customers in Australia, certain rights may apply under the Australian Consumer Law where applicable.
This warranty and returns policy is provided in addition to any rights and remedies available under applicable laws.
15. Contact us
For warranty, return, refund or product issue enquiries, please contact: