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Last updated 05/01/2026

Warranty and Replacement Policy for Thermal and Night Vision Products

Loan Units During Warranty Repairs

Where a device is returned for warranty assessment or repair, we may, at our sole discretion, consider providing a loan unit to minimise disruption for customers who rely on their equipment for work or scheduled hunts.

Loan units are not guaranteed and are not an automatic entitlement.
Each request is assessed on a case-by-case basis, subject to factors including (but not limited to):

  • Nature of the fault
  • Expected repair timeframe
  • Customer usage requirements
  • Availability of suitable loan units
  • Product type, age, and condition

Approval of a loan unit is entirely at our discretion.

Out-of-the-Box Issues

If a device experiences a fault immediately upon receipt, the product will be assessed in accordance with Australian Consumer Law.

Where appropriate and where reasonably practicable, we may, at our discretion:

  • Supply a brand-new replacement unit, or
  • Repair the device within a reasonable timeframe

If neither an immediate replacement nor timely repair is possible due to stock availability or other constraints, we may consider offering a loan unit while the issue is being resolved. Loan units are subject to approval, availability, and case-by-case assessment.

Major Faults and Extended Repair Times

In cases involving a confirmed major fault or extended repair timeframes, we may, at our discretion:

  • Provide a brand-new replacement unit, or
  • Offer a loan unit of similar specification while repairs are completed

Replacement or loan options are subject to approval and may vary depending on the brand, model, age of the product, and stock availability. Where a replacement is issued, the original unit may be repaired and resold as refurbished.

Old or Discontinued Models

For older or discontinued models, repair options may be limited due to parts availability or manufacturer support.

Where a repair is possible, we may, at our discretion, consider providing a loan unit for the duration of the repair if required. Loan units are not guaranteed and are subject to availability and approval on a case-by-case basis.

In certain circumstances, the manufacturer may offer a replacement or upgrade to a newer model. Any such outcome is determined by the manufacturer and remains subject to assessment, approval, and stock availability.

Our Commitment

We understand that thermal and night-vision equipment represents a significant investment, and that downtime can have real-world consequences. While loan units and replacements are not guaranteed, we are committed to assessing each situation fairly and working with customers to achieve the best practical outcome as efficiently as possible.

RETURNS & REFUNDS POLICY
(Thermal, Night Vision & General Products)

Thank you for your purchase. We stand behind the quality of the products we sell and aim to be fair, transparent, and compliant with Australian Consumer Law.

Please read this policy carefully, as it outlines when returns, exchanges, and refunds are accepted.

CHANGE OF MIND RETURNS

Change-of-mind returns are not an automatic right and are not guaranteed.
Any change-of-mind return is accepted strictly at the discretion of our staff, on a case-by-case basis, and may be refused.

Approval depends on factors including, but not limited to:

  • The type of product
  • The value of the item
  • Whether the item can reasonably be resold as new
  • Packaging condition and completeness
  • Time since purchase
  • Stock levels and product lifecycle (e.g. discontinued or run-out items)

We reserve the right to decline a change-of-mind return even if the request is made within the stated timeframe.

CONDITIONS FOR CONSIDERATION OF CHANGE OF MIND RETURNS

If a change-of-mind return is approved, all of the following conditions must be met:

  • The return request is made within 30 days of the original purchase date
  • The item is new, unused, unmounted, unpowered, and unaltered
  • All original packaging, accessories, manuals, seals, tags, and labels are intact
  • The item is in as-new, resaleable condition

Items that have been used, mounted, field tested, or handled in a way that prevents resale as new will not be accepted.

REFUNDS, STORE CREDIT & EXCHANGES

For approved change-of-mind returns:

  • Returns will generally be issued as store credit or exchange only
  • Cash refunds are not guaranteed and may be offered only at our discretion
  • Original shipping costs are non-refundable

Refunds or credits are processed only after the item has been received, inspected, and approved.proved.

SALE PRICING & PROMOTIONS

Items purchased prior to a sale, promotion, clearance, or special offer are not eligible for refunds, credits, or exchanges to obtain a lower sale price.

We do not offer:

  • Retrospective discounts
  • Partial refunds
  • Credits for price differences

Returns may not be used as a method to re-purchase the same product at a discounted price after a sale has commenced.

This applies to all products, including thermal imaging and night vision devices.

EXCLUSIONS FROM CHANGE-OF-MIND RETURNS

The following are not eligible for change-of-mind returns:

  • Items that have been used, mounted, or field tested
  • Products with missing or damaged packaging or accessories
  • Clearance, run-out, discontinued, or heavily discounted items
  • Custom-configured, special-order, or special-import items
  • Any item returned outside the stated return period

WARRANTY, FAULTS & AUSTRALIAN CONSUMER LAW

Nothing in this policy limits your rights under Australian Consumer Law (ACL).

If a product has a major fault, you are entitled to a repair, replacement, or refund as required by law.

If a product has a minor fault, we will repair or replace the product within a reasonable time.

Warranty returns, repairs, replacements, and loan units are handled separately under our Warranty & Replacement Policy and are not affected by sale pricing or promotions.

RETURN PROCESS

To request a return, please contact us first to obtain a Return Merchandise Authorisation (RMA).

Use this form: https://www.bristleup.com.au/returns/
Email: bristleup@live.com.au
Phone: 0427 312 312

Unauthorised returns will not be accepted.

RETURN SHIPPING & RISK

  • All return shipping costs are the responsibility of the customer
  • Returned goods remain the customer’s responsibility until received and inspected by us
  • We strongly recommend using tracked and insured shipping
  • We are not responsible for items lost or damaged in transit

Returns should be sent to:

Bristle Up
Attn: Returns – RMA #[Your RMA Number]
13 Garden Street
Yuleba, QLD 4427
Australia

PROCESSING TIME

Once your return is received and inspected:

  • Please allow up to 14 business days for processing
  • You will be notified by email once the return is finalised

QUESTIONS

If you have any questions about this policy, please contact us before purchasing.

📧 bristleup@live.com.au
📞 0427 312 312