Online Store Returns & Refunds Policy

This Returns, Refunds & Consumer Guarantees Policy ("Policy") applies to products purchased directly from KMW Corp Pty Ltd trading as Aviation Simulator Technology & Crew Shop ("we", "us", "our").

Our website also displays some products that are supplied and sold directly by independent third-party suppliers. Those products are identified on our website and may link to the supplier's website for purchase.

If you purchase a product directly from a third-party supplier:

• your purchase contract is with that supplier, not with us;
• the supplier is responsible for the product, fulfilment, delivery, returns and refunds;
• the supplier's terms and conditions and returns policy apply; and
• you should contact the supplier directly regarding any problem with that purchase.

This Policy applies only to products purchased directly from us unless expressly stated otherwise.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply independently of any voluntary returns policy or manufacturer's warranty we may offer.

Nothing in this Policy excludes, restricts or modifies any right or remedy available to you under the Australian Consumer Law or other applicable law.

Consumer guarantees apply to most products supplied to consumers in Australia.

Depending on the circumstances, products must generally:

• be of acceptable quality;
• be safe, durable and free from defects;
• match their description;
• match any sample or demonstration model;
• be fit for a purpose that you made known to us before purchase; and
• meet any express warranties or promises we have made about the product.

The particular guarantees and remedies that apply depend on the product, the circumstances of the purchase and the nature of the problem.

A problem may be a major failure where, for example:

• you would not have purchased the product had you known about the problem;
• the product is significantly different from its description or from a sample or demonstration model;
• the product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
• the product is substantially unfit for a purpose you told us about before purchase and cannot easily be made fit within a reasonable time; or
• the product is unsafe.

These are examples only. Whether a failure is major depends on the circumstances.

Where a product has a major failure, you may generally choose between a refund and a replacement of the same type of product. You may also have a right to compensation for reasonably foreseeable loss or damage resulting from the failure.

Where a product has a problem that is not a major failure, we may generally choose to:

• repair the product;
• replace the product; or
• provide another appropriate remedy, depending on the circumstances.

The remedy must be provided within a reasonable time and without charge where required by the Australian Consumer Law.

If we fail to remedy a minor problem within a reasonable time, you may have further rights under the Australian Consumer Law.

You may not be entitled to a remedy under the Australian Consumer Law where the problem was caused by something you did, including misuse, accidental damage or failure to follow relevant instructions or warnings.

This does not prevent you from exercising any rights you may have where the problem was not caused by your conduct.

We may ask for reasonable information to help determine the nature and cause of a reported problem.

Unless otherwise stated below, we do not provide refunds or exchanges simply because you have changed your mind.

A change of mind may include circumstances where you:

• purchased the wrong product;
• no longer want the product;
• found the product cheaper elsewhere;
• decided that you do not like the product; or
• have no use for the product.

The Australian Consumer Law does not generally require a business to provide a refund or replacement in these circumstances.

However, where we offer a voluntary change-of-mind return, the conditions of that offer will apply.

Our voluntary change-of-mind policy is:

"A request for a change-of-mind return must be made within 7 days of delivery. Requests will be considered on a case by case basis. If approved, a Return Authorisation Number (RAN) will be issued. The RAN must be printed on all return packages. Approved goods will only be accepted if the product is unused, unopened and in its original and undamaged packaging. All shipping costs are the responsibility of the purchaser returning the goods. Goods returned without a RAN will not be accepted under any circumstances".

Any change-of-mind conditions apply only to voluntary change-of-mind returns. They do not limit your rights where a product has a problem covered by the Australian Consumer Law.

Unless otherwise stated, our voluntary change-of-mind policy does not apply to:

• products that have been used, installed or altered;
• products damaged after delivery;
• products that are incomplete or missing components;
• products that are personalised or made to your specifications;
• products that cannot reasonably be resold for health, hygiene or other legitimate reasons once opened; or
• other products expressly identified as excluded from our change-of-mind policy.

These exclusions do not apply where they would prevent you from exercising a right or remedy under the Australian Consumer Law.

Purchasing a product on sale, at a discount or during a promotional offer does not remove your rights under the Australian Consumer Law.

If a product has a known fault that was specifically brought to your attention before purchase and you purchased the product despite that fault, you may not be entitled to a remedy for that particular fault.

This does not prevent you from exercising your rights in relation to another problem that was not disclosed before purchase.

If your product arrives damaged, please contact us as soon as reasonably practicable.

Where possible, please provide:

• your order number;
• a description of the damage;
• photographs of the product and packaging; and
• any other information reasonably requested by us.

We may need to inspect or assess the product to determine the appropriate remedy.

Nothing in this process limits your rights under the Australian Consumer Law.

If you receive a product that is different from the product you ordered, or your order is missing an item, please contact us as soon as reasonably practicable.

We will investigate the issue and, where appropriate, arrange a replacement, refund or other remedy.

To request a return, refund, repair, replacement or other remedy, contact:

Phone:  +61 (0)7 5456 2298
Postal address:  P.O. Box 1880 Buderim, QLD 4556 AUSTRALIA

You will need to provide:

• your name;
• order number or other proof of purchase;
• the product concerned;
• a description of the problem or reason for the return; and
• photographs or other information where relevant.
• Proof of purchase may include an order confirmation, receipt, invoice or other reasonable evidence that the product was purchased from us.

We will not unreasonably refuse to consider a claim because you cannot produce an original paper receipt where other reasonable evidence of purchase is available.

Depending on the circumstances, we may need to assess the product before determining the appropriate remedy.

This may involve:

• requesting photographs or video;
• asking you to describe how the product has been used;
• inspecting the product;
• arranging for the product to be returned;
• arranging an assessment by a qualified technician, manufacturer or other appropriate person; or
• requesting other information reasonably necessary to assess the problem.

An assessment process does not, by itself, determine whether you have a right to a remedy under the Australian Consumer Law.

We will consider the circumstances and applicable legal requirements when determining the appropriate remedy.

Where you return a product because it has a problem covered by the Australian Consumer Law, we will deal with reasonable return costs in accordance with the law.

If a product is large, heavy or otherwise difficult to return, we will work with you to arrange an appropriate return or collection process where required.

If we determine that a product does not have a problem covered by the Australian Consumer Law and the return is instead a voluntary change-of-mind return, any applicable return postage or other costs will be dealt with under our change-of-mind policy.

Where a refund is the appropriate remedy, we will generally refund the amount paid for the relevant product using the original payment method, unless otherwise agreed or required by law.

Where appropriate, refunds may also include applicable delivery or return costs that we are required to reimburse under the Australian Consumer Law.

The timing for a refund to appear in your account may depend on your bank, card issuer or payment provider.

Where a replacement is the appropriate remedy, we will generally provide a replacement product of the same type, subject to availability and applicable law.

If an identical replacement is unavailable, we will discuss an appropriate remedy with you.

Nothing in this section limits your right to choose a remedy where the Australian Consumer Law gives you that choice.

Where a repair is an appropriate remedy, we may arrange for the product to be repaired by us, the manufacturer or an appropriately qualified service provider.

Where required by law, repairs will be provided without charge.

We will advise you where practical if the repair process is expected to take a significant amount of time.

Some products may be supplied with a manufacturer's warranty or other express warranty.

A manufacturer's warranty is additional to your rights under the Australian Consumer Law and does not replace or reduce those rights.

You may therefore have rights under the Australian Consumer Law even if:

• a manufacturer's warranty has expired;
• a manufacturer's warranty does not cover the particular problem; or
• you choose to make a claim directly against us under the consumer guarantees.

Where we provide a warranty against defects or other voluntary warranty, additional warranty terms may apply.

Some products displayed on our website are purchased directly from independent third-party suppliers.

Those products are not covered by this Policy unless expressly stated otherwise.

If you purchased a product directly from a supplier after following a link from our website, you should contact that supplier regarding:

• returns;
• refunds;
• defective products;
• damaged products;
• incorrect products;
• delivery problems;
• repairs;
• replacements;
• warranties; and
• consumer guarantee claims.

The supplier is responsible for its transaction with you, subject to applicable law.

Our website may identify the relevant supplier before you proceed to purchase.

Nothing in this Policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.

In particular, we do not represent that:

• all returns must be made within a particular period in order to exercise consumer guarantee rights;
• a manufacturer's warranty is the only remedy available to you;
• you must contact the manufacturer instead of us where we are the seller;
• sale or clearance products have no consumer guarantee rights;
• original packaging is always required for a consumer guarantee claim; or
• you have no rights merely because a specified return period has expired.

Consumer guarantee rights may continue for a reasonable period having regard to the nature of the product and other relevant circumstances.

We encourage you to contact us first so that we can work with you to resolve any issue.

KMW Corp Pty Ltd
Aviation Simulator Technology & Crew Shop
Email: Contact
Phone: +61 (0)7 5456 2298
Postal address: P.O. Box 1880 Buderim, QLD 4556 Australia
Website: ast-simulators.com.au

We may update this Policy from time to time.

The version published on our website will be the current version.

Changes to this Policy will not affect rights that have already arisen under applicable law.

 Australian Consumer Law 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Revised:  1st October 2026