Policy changes for returns and warranty - Highgate Air

Highgate Air - Making your life easy!

Changes to returns & warranties policy – Update July 2019.

What better way to celebrate the new Financial year, then with a shake up of our processes which will make ordering, returning and warranty claims more seamless and easier than ever! We have spoken in recent months of the implementation of our new ERP (Enterprise Resource Planning) system, and we are happy to announce that this was successfully rolled out as of July 1st 2019!

A part of this system was an in-depth review and change to our returns & ordering process for customers, following your feedback. Please take the time to review the changes and benefits to you below.

Credit Returns

Great news! We are introducing a “no quibble” 60 day returns policy!

What does this mean for you? Our “no quibble” return approvals for items bought within 60 days mean credits will be processed much faster than before; within 3 business days from arrival of goods at the Highgate Air warehouse, provided all T’s and C’s are met.

Your purchase can be returned within 60 days of the purchase date, provided it is:

1. In resaleable condition.

2. Good being returned are labelled with an RMA number (see more information below)

3. Returned with all packaging material, brochure and instruction material in as new condition as is reasonably possible.

4. Goods are returned at the cost to the customer, unless otherwise arranged with Highgate Air. Freight details can be entered into the returns form.

5. Complies with all other T’s & C’s as outlined here.

A returns form MUST BE filled out. The returns form can be found under the “returns & warranties” tab in your account online.

If you don’t have an online account, please click here to create one.

It's very easy to login, but if you need a hand please call our friendly team who will be glad to assist. Having an online account also gives you access to tools like our vehicle parts searches, gas charge guide, hose fittings guide and VIN search. You can also check your order and invoice history and update account details and payment methods. Click here to view the video showcasing our digital tools. 

Once you have completed the returns form and your application has been approved, you will then receive an RMA # (Return Material Authorisation) via email. This must be attached to the good/s you are returning. Goods returned without an RMA number will not be accepted.

Returns Process Flow:

Returns Process Flow for Highgate Air

* providing returned items meet criteria listed above and outlined in full T’s and C’s.

Warranty Returns

Warranty claims can be made within 12 months of the original purchase date, provided;

1. Good being returned are labelled with an RMA number (see more information below)

2. Goods are returned at the cost to the customer, unless otherwise arranged with Highgate Air. Freight details can be entered into the warranty returns form.

3. Complies with all other T’s & C’s as outlined here.

A warranty returns form MUST BE filled out. The warranty returns form can be found under the “returns & warranties” tab in your account online.

If you don’t have an online account, please click here to create one.

Once you have completed the warranty returns form and your application has been approved, you will then receive an RMA (Return Material Authorisation). This must be attached to the good/s you are returning. Goods returned without an RMA number will not be accepted.

Warranty claims on parts will be replaced free of charge, or at the discretion of Highgate Air.

Warranties will be processed within 5 business days from arrival of goods in the Highgate Air warehouse, provided all terms and conditions are met.

Returns, warranty, and cylinder collection forms can now all be found in one handy location in your online account portal. Please click here: https://www.highgateair.com.au/customer/returns-warranty

Unsure of anything?

Please give our friendly sales team a call on 1800 15 15 15, or email [email protected] 

Online Ordering

Freight options have now been added to the check-out process online! This means you will now be able to see your freight charges and complete your order online with a total amount. No more waiting for confirmation! By adding freight in the process, the order is instant and automatically processed as confirmed! 

freight options in cart for Highgate Air