Returns Policy

We want you to be happy with your purchase. This policy explains how returns work at MPM Trading Pty Ltd trading as Hydraulic.Online, including your rights under Australian Consumer Law (ACL).

1. Faulty, Defective, or Not-As-Described Items

All products we sell are backed by a minimum 12-month warranty, and by the consumer guarantees under the Australian Consumer Law. If your item is faulty, not fit for purpose, or doesn’t match its description:

• You are entitled to a repair, replacement, or refund — at your choice for a major failure, or as we determine for a minor failure.
• We will cover return shipping costs.
• This applies regardless of whether the item was cut, altered, made to order, or is a low-cost part — custom or small-value items are not excluded from your ACL rights.
• To start a claim, please contact us with your proof of purchase and a description of the issue.

2. Change of Mind Returns

We do not offer change of mind returns as standard. If you order the wrong item or simply change your mind, we are not obliged to accept a return, and in most cases we won’t be able to (see Section 3 for items we can never take back regardless).

At our discretion, we may agree to accept a change-of-mind return on a case-by-case basis. Where we do, the following conditions apply:

• The item must be unused, in its original condition, with all original packaging.
• Shipping is at the buyer’s expense.
• A 20% restocking fee applies.
• The return must be requested within 30 days of delivery.
• Approval is not guaranteed, and requesting a return does not create an entitlement to one. To ask whether we can accept a change-of-mind return, please contact us before sending anything back.

3. Items We Never Accept for Change of Mind

Regardless of any discretionary approval under Section 2, the following items cannot be returned for change of mind under any circumstances (your rights under Section 1 for faulty goods still apply in full):

• Hose assemblies, hose cut to length, or any product cut, machined, or altered to a customer’s specification
• Crimped or swaged fittings, once fitted to hose
• Machined, drilled, or otherwise altered manifolds, blocks, or adapters
• Custom-built or rebuilt cylinders (including items honed, reseated, or built to a customer’s specification)
• Wiring looms or harnesses cut or terminated to length
• Seals, O-rings, and seal kits once the packaging has been opened
• Hydraulic oil, grease, and other fluids once the container has been opened
• Filters and filter elements once installed or removed from original packaging
• Pressure gauges, flow meters, switches, sensors, relays, solenoids, and other electrical or calibrated components
• Items sold as clearance, ex-display, or “as is”
• Items removed from bulk or pallet packaging for partial sale
• Any item marked as a special order or non-stock item at the time of purchase

4. How Refunds Are Processed

Approved refunds are processed back to your original payment method.

Where a return is approved but the item is low in value relative to return freight, we may issue a refund without requiring the item back, at our discretion.

5. Contact Us

Questions about a return? Contact us here.

Shipping & Payment Information

Thank you for choosing Hydraulic.Online for your hydraulic equipment needs. This page outlines our shipping and payment policies to ensure a smooth experience when ordering with us. Please read this information carefully before placing an order.

1. Shipping Options

We offer both local and international shipping, depending on your location. Not all options are available to all areas — shipping options and costs are calculated and displayed at checkout. For larger or oversized items, we will work with you directly to organise transportation that suits your requirements.

2. Supported Shipping Zones

We are currently only shipping within Australia and New Zealand.

3. Shipping Costs

Shipping costs are calculated at checkout based on the size, weight, and destination of your order. Payment of shipping costs is the customer’s responsibility, including any additional fees arising from redirects or redeliveries requested after dispatch.

4. Delivery Issues, Damaged, or Lost Packages

If your order arrives damaged, or does not arrive at all, please contact us as soon as possible with your order number so we can lodge an investigation with the carrier. In some cases, the receiver must lodge a ticket due to the carrier’s terms and conditions.

Where possible, please inspect your delivery before signing for it. If a package is visibly damaged on arrival, note this on the delivery paperwork (or with the driver) and take photos before opening, as this significantly speeds up any carrier claim. Damage reported without this evidence may take longer to resolve.

For returns, exchanges, and issues relating to product faults or change of mind, please refer to our Returns Policy above — it reflects our current terms and takes precedence over anything shipping-related stated elsewhere.

5. Failed or Attempted Deliveries

If a delivery attempt fails because of an incorrect address, no one being available to receive or sign for the item, or access restrictions at the delivery location, any redelivery, storage, or return-to-sender fees charged by the carrier will be passed on to the customer. Please ensure your delivery details are accurate and complete at checkout — we are not responsible for delays or costs arising from incorrect address information provided by the customer.

6. Order Processing and Delivery Times

We process and ship orders as quickly as possible. For large or multi-part orders, please allow up to 5 business days for us to consolidate items from multiple locations into a single consignment. Delivery times shown at checkout are estimates only and are not guaranteed — actual delivery may be affected by carrier delays, customs processing, weather, or other circumstances outside our control. Where an order is split across multiple shipments due to stock location or item size, we will let you know.

7. Retention of Title

Ownership of goods does not pass to the customer until payment has been received in full, including for any goods manufactured or altered to the customer’s specification. Until full payment is received, we retain the right to repossess goods, and the customer holds them on our behalf.

8. Pricing and Order Errors

While we make every effort to ensure pricing and product information at checkout is accurate, errors can occasionally occur (for example, due to a system or listing fault). If we identify a pricing or listing error after you’ve placed an order, we will contact you before proceeding and you may choose to continue at the correct price, amend the order, or cancel for a full refund.

9. Payment Options

We accept all major credit cards, including American Express. We also accept direct deposit, PayPal, and on account.

10. Payment Requirements and Instructions

Please ensure accurate and complete payment information is provided at checkout. Orders will not be processed until payment has been received and verified. If paying by direct deposit, please include your order number as the payment reference to avoid delays. For fraud prevention, we may contact you to verify order or payment details before dispatch, particularly for large or first-time orders.

11. Business Days

References to “business days” throughout this policy mean Monday to Friday, excluding Queensland public holidays.

12. Contact Information

If you have any questions about our shipping and payment policies, please contact us at sales@mhfgc.com.au. Our team is here to help.