Hardcore Security Equipment ("we" and "us") is the operator of
By placing an order through this
Website you will be agreeing to the terms below.
These are provided to ensure
both parties are aware of and agree upon this arrangement to mutually protect
and set expectations on our service delivery. Contact us if you dont understand these terms.
1. Backorders- wait with free express shipping or refund/ credit
You have the option of:
1. Get us to send out what we have while you wait for the backordered items to come in. We will then send these via Express Shipping at no extra cost to you
2. Refund on the order or store credit for another item
2.1 Return Due To Change Of Mind- 30 days for unopened items. Customer pays shipping costs + fees.
Mrs says you can't keep your new toy? Hardcore Security Equipment will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in re-sellable condition.
Opened or incomplete returns may receive UP TO a 50% refund, at our discretion, depending on the condition of the equipment.
Return shipping will be paid at the customers expense. We recommend Pack and Send stores and Australia Post.
We will give you a store credit or refund to your credit card at our discretion, less shipping costs and credit card merchant fees. The banks may take a couple of days to refund the money to you after we put in the refund request with them.
2.2 Warranty Returns- Advertised period or 30 days.
Hardcore Security Equipment will happily honor any valid warranty claims, provided a claim is submitted within 30 days of receipt of items OR is within the advertised warranty period. Please let us know of the product defect and your intentions in writing. You can use the form below or our contact page if you wish.
Just as in any retail store, where you need to drive back to the shop and take it to the counter, You will need to return the faulty item to us at your cost. We recommend Australia Post and Pack n Send stores, or contact us and we will email you a courier label to print out and stick on the box. The return address is
Hardcore Gear Returns, PO Box 6011, Yatala DC, QLD 4207.
Upon return receipt of items for warranty claim, you can expect Hardcore Security Equipment to action your warranty claim within 4 days with the manufacturer.
Once warranty claim is confirmed (which may take several weeks, depending on the manufacturer), you will receive the choice of:
(a) a replacement item sent to you via express shipping, at our cost (if stock is available)
(b) a refund in store credit for an alternative product.
(c) a refund to your payment method
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time.
If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
3. Delivery Terms
3.1 Dispatch Time
Orders are usually dispatched within 1 business day of payment of order when goods are in stock. Goods remain the property of Hardcore Gear until payment is received in full, and we won't ship until your order is all paid for and the money is in our account (particularly for bank transfer customers).
Buy Now, Pay later services are managed by a third party. Any disputes/ refunds must be worked through them- they have paid Us on your behalf.
Our warehouse operates Monday - Friday during standard business hours, with extended hours and extra staffing during busy periods (Christmas, Black Friday etc) to clear order backlogs as quickly as possible. Note that all courier networks are under enormous demand during holiday periods and may take an extra 1-3 days to get to you, including express services.
3.2 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Please double check your delivery address before ordering, and on our tax invoice email.
IF the parcel is sent to someone elses' house, as per your instructions, it will be your problem to chase it up.
3.3 We DO Ship to PO Boxes
Hardcore Security Equipment will ship to P.O. box addresses using Australia Post only. We are unable to offer courier services to these locations due to Australia Post's archaic policies.
4 Delivery Time Exceeded- Lost Parcel?
Sorry for the inconvenience! The couriers have probably scanned it wrong in the sort depot and its gone via Alice Springs to get to you! We try and pro-actively track customer orders wherever possible using our shipping software and will already lodge a track and trace on your behalf with the courier if the time exceeds the normal ETA. Please also let us know if you think your order has gone missing. You authorize us to act on your behalf to chase lost items and claims.
We will keep the pressure on the courier network for you and keep you in the loop with progress.
5. Tracking Notifications
You will receive a tracking link from Us shortly after we ship your item. You can also log into your account to check on your order progress.
6. Parcels Damaged In Transit- Notify us within 48hrs
We always use lots of packing material in our orders to keep your gear safe.
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service straight away at 1300 515 662.
If the parcel has been delivered without you being present, please contact customer service via the form below, or call us. Take photos for our records and send them to us straight away.
We will NOT honour any claims from someone who claims the item was damaged in transit from 48hrs after the item was shown as "delivered" or "left in a safe place" through the courier tracking.
See insurance details below.
At the present time, no GST is payable on orders with Us. This will change 2020. Enjoy the price discount while it lasts.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Hardcore Security Equipment encourage you to be aware of these potential costs before placing an order with us. Your local DHL depot should make contact with you to get payment for these taxes and duties. You can pay this via credit card over the phone with them. Keep an eye on your tracking notifications.
7.3 If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Us at Your expense, and you will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded either.
We don't send consignments labelled as "gifts" or adjust the invoice value to $2. Customs Officers are smart and switched on to these tricks ages ago.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the courier. Please request extra cover if it is required. Fastway's default insurance is $1500 less an excess (paid by customer). Australia Post will only pay out about $200 max as per their policies and goverment legislation. Please email us if you would like us to add parcel protection/ insurance to your consignment. This will be at extra cost and will be signature on delivery only.
Pricing on the site is subject to change at anytime. Unless specified, quotes are valid for up to 14 calendar days after they were sent to you. We reserve the right to decline any sale for any reason and can cancel an order before shipping with a full refund.
11.1 Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, fill out a form, subscribe to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information, or more.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities or making a purchase.
11.2 Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
11.3 Web browser cookies
11.4 How we use collected information
Hardcore Security Equipment collects and uses Users personal information for the following purposes:
- To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.
- To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
- To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you.
- To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service. We do not hold credit card information from site transactions. This information is handled by a third party who handle all credit card transactions on a secure system.
- To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions.
- If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or the User may contact us via our Site Contact Us page.
11.5 How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures, as well as other security measures.
11.6 Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. Ever (unless the Police come knocking with a warrant).
We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
11.7 Third party websites
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties.
We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing.
These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website\'s own terms and policies.
11.9 Your acceptance of these terms
By using this Site, or placing an order with us, you signify your acceptance of this policy and trading terms. If you do not agree to this policy and trading terms, please do not use our Site or order with us. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
12. Release from Claims- All customers
12.1 By placing an order with Us, you agree to our terms. If you do not agree, do not buy from us.
12.2 Liability limited to purchase price of item : The Purchaser (You/ Your Company), does hereby remise, release, and forever discharge Hardcore Security Equipment (T/A Hardcore Gear), and the Owner of the ABN 19 551 044 250, Hardcore Security Equipment's agents, servants, successors, heirs, executors, administrators and personal representatives, of and from all, and all manner of, actions, causes of action, suits, proceedings, debts, dues, contracts, judgments, damages, claims, and demands whatsoever in law or equity in excess of the purchase price of the item(s), which Hardcore Gear ever had, now has, or which the Releasor's heirs, executors, administrators or personal representatives hereafter can, shall, or may have for or by reason of any matter, cause, or thing whatsoever, from the beginning of time to the date of the execution of this release.
12.3 Safe Use of Goods and Services: The Purchaser (You/ the Company that You represent) is responsible for the safe use (in accordance with the manufacturers instructions and intended product design) of any item purchased from us, safe storage, and adherence to the laws of your state or country.
13. Disputes/ Complaints Procedure: We are reasonable people and put our customers first. In the event of a dispute, You must make contact with Us in writing (use the form below) and give Us up to 7 days to respond to your correspondence.
13.1. Liability is Limited to Purchase Price of Product (as above)
13.2 All disputes in excess of this amount are to be settled in the first instance through written communication with Hardcore Gear Management or Directors;
13.3.1. Independent mediation, of which mediation costs (if any) will be divided equally between Us and You;
13.3.2. If the mediation process is unsuccessful in reaching a mutually agreement, the case will be heard in an appropriate court in the State of Queensland, Australia, or QCAT as per the mediators processes;
13.3.3 All disputes less than $25,000 AUD are to be settled with Queensland Civil and Administrative Tribunal, in the State of Queensland, Australia, if a mutual agreement cannot be made in the first instance with independent mediation, or abbreviated mediation. Any QCAT decision made is binding on both parties.
14. Non- C.O.D/Website Customers (Credit Account Customers)
Trading Terms and Conditions In this agreement, "Us", "We", indicates Hardcore Security Equipment (named on our invoices), "You", "Your", "purchaser" indicates the company or person on this invoice.
14.1. Strictly 14 Days NET, unless otherwise agreed in writing
14.2. We retain title in the goods delivered under this agreement until the purchaser has paid both the purchase price of the goods (as specified in the Tax Invoice) and all other money owed by the purchaser to us.
14.2.1 In the event of a breach of these terms, You give us (or our agents) consent to enter your premises to recover this property at any time. The Client also agrees to indemnify and hold Us harmless for reasonable costs of removal, enforcement, and legal action in respect of the removal of any goods, the subject of this Agreement.
14.2.2 You must not loan, lease or give property to a third party until your invoice has been paid in full.
14.3. The governing law relating to these terms and conditions is the law of the State of Queensland and both parties agree to submit to the exclusive jurisdiction of that State as regards interpretation or any other matter arising from these terms and conditions. All disputes will be settled in accordance with our disputes/ complaints procedure- which you agree to as a condition of sale.
14.4. In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including commission on collection of the additional costs and also including legal demand costs.
15. Contacting us
Last update: 21/05/20