Refunds & Returns Policy

• 14-day returns on new, unused items.
• Get an RMA before sending anything back.
• Cut chain/rope, installed electronics, hazardous goods, special orders, and clearance can’t be returned (except damaged on arrival items).
• Defects/our error: we cover return shipping.
• Change of mind: you cover return shipping; restocking up to 15% may apply. Heavy/LTL items: freight at cost.
• Report shipping damage within 48 hours (note LTL damage on the delivery slip).

Applies to: Online purchases from Windlass Central delivered worldwide. For trade/B2B and special-order terms, see “Exceptions” below.

1) Overview

We want you to be confident in your gear. Most new, unused items can be returned for a refund or exchange within 14 days of delivery. Please obtain an RMA (Return Merchandise Authorisation) before sending anything back.

• Email: hello@windlasscentral.com
• RMA Portal: Return

2) Return Eligibility & Timeframe

• Standard returns: within 14 days of delivery.
• Items must be new, unused, uninstalled, with all original packaging, manuals, tags, and parts.
• Installed, mounted, wet, or used items are not eligible except for warranty inspection.

3) Non-Returnable Items (Marine-specific)

To keep customers safe and comply with shipping regulations, the following aren’t returnable except for verified defects on arrival:

• Cut-to-length or custom-configured items: chain cut from bulk, rope cut/spliced, custom chain-gypsy pairings, custom wiring/looms.
• Electronics that show signs of installation/activation (e.g., windlass control boxes, foot switches, circuit breakers).
• Fluids, paints, adhesives, sealants, epoxies, and any hazardous materials (including flares/pyrotechnics).
• Batteries (wet/acid) and fuel-powered items that have been filled with fuel.
• Special-order, made-to-order, and clearance/final-sale items (marked as such at purchase).

Tip: If you’re unsure whether your item falls into the above, contact us before purchasing or unboxing.

4) Fit & Compatibility (Anchors, Chain & Windlasses)

Please verify the chain size, pitch, and grade match your gypsy before installation. We’re happy to confirm compatibility—just share your model, photos, and measurements. Used chain/gypsies that show load or wear are not returnable unless a defect is confirmed.

5) How to Start a Return

1. Request an RMA via email or the portal with your order number, reason, and photos (if damaged/defective).
2. We’ll reply with instructions, an RMA number, and a return address (note: heavy/oversize items may go to a freight dock).
3. Pack securely in original packaging with all parts. Write the RMA number on the label—not on the product box.

6) Return Shipping & Fees

• Our error / DOA / defective on arrival (within 14 days): We provide a prepaid label or arrange pickup.
  
  Change of mind / ordered the wrong size:
• You pay return shipping.
• A restocking fee (up to 15%) may apply if packaging is missing/damaged or if items need inspection/repackaging.
• Oversize/heavy/LTL returns (e.g., anchors, windlasses, long chain):
• Return freight is actual carrier cost; deductibles apply if we book the freight on your behalf.

7) Exchanges

Exchanges are processed as a return + new order so you can secure replacement stock immediately. We’ll waive restocking where appropriate if you reorder the corrected item.

8) Refunds

• Once received and inspected, refunds are issued to the original payment method within 3–5 business days (bank processing times may vary).
• Original outbound shipping is not refundable unless we made an error.
• If a bundle discount or free shipping threshold was met, refunds may be prorated.

9) Damaged, Missing, or Wrong Items

Please inspect your delivery on arrival:

• Parcel damage: Report within 48 hours with photos of the box, label, and item.
• LTL/freight: Note visible damage or shortages on the bill of lading before signing; take photos of any concealed damage within 48 hours.

We’ll arrange replacement parts or a reshipment after the carrier claim is filed.

10) Warranty Claims

Many products carry a manufacturer’s warranty (e.g., motors, gearboxes, control units). If you experience a fault:

• Contact us with your order number, a description, installation photos, and the serial number.
• We’ll coordinate diagnosis/repair/replacement per the manufacturer’s terms.
• Warranty covers manufacturing defects, not misuse, improper installation, corrosion from neglect, or normal wear.

11) International Orders

• Duties, taxes, and brokerage fees are not refundable by us once collected.
• If returning from outside Australia, mark the shipment “Return of Goods” to avoid duplicate duties. Customer is responsible for international return freight.

12) Refused/Undeliverable Shipments

If a package is refused or undeliverable, we’ll refund the item price minus:

• Actual outbound shipping,
• Any return freight/fees, and
• Any restocking if packaging is compromised.

13) Exceptions & B2B/Trade Orders

Trade, bulk, and special-order purchases may have different terms agreed at order time. Those terms take precedence over this policy.

14) Contact

Windlass Central

Email: hello@windlasscentral.com

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