Refund policy

Our returns promise

If something isn't right, we'll fix it. You have 30 days from the day you receive your order to notify us and start a return. We do not charge restocking fees.

Return window

The 30-day window runs from the date you receive the item, not the date you ordered it. You need to notify us within those 30 days — the item itself can arrive back with us after that, as long as it's sent within 14 days of us issuing your return authorisation.

How to return something — step by step

  1. Contact us. Email support@hyperlabs.com.au with your order number, the item you want to return, and the reason. Photos help if the item is faulty or damaged.
  2. We respond within 1 business day with a Return Authorisation (RA) number and the return address. Do not send anything back before you have an RA number — unauthorised returns can't be processed.
  3. Pack the item in its original packaging with all accessories, manuals and included parts. Write the RA number clearly on the outside of the parcel.
  4. Ship it back. Use a tracked service and keep the tracking number. See "Who pays for return shipping" below.
  5. We inspect it within 3 business days of receiving it and email you the outcome.
  6. We refund you to your original payment method. Allow 5 to 10 business days for the refund to appear on your bank or credit card statement.

Who pays for return shipping

  • Faulty, damaged, incorrect or not as described — we cover return shipping in full. We'll send you a prepaid label or reimburse your postage.
  • Change of mind — return shipping is at your cost. We recommend a tracked service; we can't refund an item that doesn't reach us.

Original outbound shipping is refunded in full when the return is our fault. On change-of-mind returns of a DOF Reality motion simulator, the $280 freight charge you paid is not refundable, because the freight has already been incurred.

Restocking fees

We do not charge restocking fees. Not on any product, not for any reason.

Condition requirements

To be accepted for a change-of-mind return, an item must be:

  • Unused and in resalable condition
  • In its original packaging, with any tags or seals intact
  • Complete, with all cables, fixings, manuals and included accessories

Items returned incomplete or damaged through use may be refused, or refunded at a reduced amount reflecting the loss in value. We'll always contact you before doing that — we won't quietly short-pay a refund.

What can't be returned for change of mind

  • Custom-built or made-to-order simulators, including DOF Reality motion platforms once the 24-hour cancellation window has passed
  • Software that has been activated or had its licence key revealed
  • Gift cards
  • Items marked Final Sale or Clearance at the time of purchase

These exclusions apply to change of mind only. If any of these items is faulty, your rights under the Australian Consumer Law still apply in full — see below.

Faulty items and warranty

If an item is faulty, contact us first rather than the manufacturer. We'll handle the claim with the supplier on your behalf. Depending on the fault we'll arrange a repair, a replacement or a refund.

All products also carry the manufacturer's warranty, which varies by brand and is stated on the product page or in the documentation supplied with the item.

Order cancellations

You can cancel any order before it is dispatched for a full refund — email us with your order number. DOF Reality motion simulators are built to order and can only be cancelled within 24 hours of purchase. Full detail is in our Shipping Policy.

Exchanges

We don't process direct swaps. If you want a different item, return the original under this policy and place a new order — that way you're not waiting on our inspection before your replacement ships.

Your rights under 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights exist independently of, and in addition to, the change-of-mind policy above. Nothing in this policy limits them.

Contact us

HyperLabs
ABN 48 990 928 521
18 Phar Lap Road, Wattle Grove WA 6107, Australia
Email: support@hyperlabs.com.au
Phone: +61 412 451 502
Hours: 9:00am – 5:00pm AWST, Monday to Friday

Please contact us for a Return Authorisation number before sending anything back — the return address is issued with your RA number.