Refund policy

Business Returns and Refunds

Last updated: 15 September 2026

1. Scope

Cruxtec is operated by HOYUN PTY LTD. This website provides product information and receives business and support enquiries; it does not operate as a direct-to-consumer retail checkout store.

This policy explains how to request assistance with a business return or refund. The applicable quotation, accepted order, trade agreement and any return arrangement confirmed in writing govern the transaction, subject to rights and obligations that cannot be excluded by law.

2. Business returns

Surplus stock, incorrect selections and other returns unrelated to a product fault are considered under the terms agreed for the transaction. There is no general return period under this policy.

Please contact us before sending goods back. Where a business return is agreed, we will confirm the eligible items and quantities, required condition, return address, freight arrangements and any applicable charges in writing.

3. Faulty, damaged or incorrect goods

If goods appear faulty, arrive damaged or do not match the accepted order, contact us promptly with the order or invoice reference, exact product model, affected quantity and a description of the issue. Photos, serial numbers or other reasonable information may help us assess the claim.

We may need to inspect or test the goods before determining the appropriate outcome. Depending on the circumstances, the applicable transaction terms and law, the outcome may include repair, replacement, a credit agreed by the parties, a refund or another required remedy. A credit will not replace a refund or other remedy to which you are legally entitled without your agreement.

Where the Australian Consumer Law applies, this policy does not remove or limit your rights. Requirements for unused goods, original packaging, return approval or a commercial return period do not override a valid statutory claim. Discounted goods are not excluded from statutory remedies merely because they were discounted.

4. How to request a return

Business customers who purchased directly from us should use our Contact page and provide their business name, purchase reference, relevant product details and reason for the request.

Please wait for return instructions so the goods can be sent to the correct location and matched to the claim. Return approval allows the goods to be received for assessment; it does not by itself determine whether a refund or other remedy is due. Lack of prior approval does not extinguish rights that cannot be excluded by law.

Pack goods safely. For aerosols, pressurised containers or other items subject to transport restrictions, contact us for suitable return instructions before dispatch. Transport restrictions do not by themselves remove a valid remedy.

Back up and remove personal or confidential data where possible before returning storage-related products, and tell us if data cannot be removed. Contact us before including storage media or accessories that are not part of the claim.

5. Freight, assessment and refunds

Freight and any assessment costs will be handled under the agreed transaction or return terms and applicable law. Any proposed charge will be explained before it is incurred. We will meet any legal obligation to cover or reimburse reasonable costs of a valid claim.

When a refund or credit is due, we will confirm the amount, method and processing arrangements with the business customer. Any mandatory legal requirements take priority over an administrative approval or processing arrangement.

6. Purchases from resellers and warranty support

If you purchased from a reseller, contact the original seller about the transaction and its return arrangements. You may also contact Cruxtec for product support or assistance under our Warranty Policy. This does not limit any rights you may have against the seller, manufacturer or importer under applicable law.

7. Existing agreements and questions

This policy does not retrospectively change an existing agreement, accepted order or commitment applicable to an earlier purchase, or remove any accrued or non-excludable right. For help with an existing transaction or a return request, please use our Contact page.