I need to change/cancel items on my order?
Yes, certainly we can help you with this, however you have to contact us before we ship the product.
How do I know it is safe to shop with you?
We have 14 days customer satisfaction policy. Plus our payment gateway are secured with advanced SSL protocols. We keep your information safe and only use for internal house marketing. All our product come with a warranty and we are always there to help you out. 15% restocking fee upon the return product may apply.
If I place my order now, when will I receive it?
As soon as we receive the payment, we book the shipment. However, it takes approximately 5 to 7 working days for Australia wide delivery.
Is there somewhere I can go to view the product before purchasing?
Yes, our store is located in Sydney at 14 Smithfield Road, Smithfield NSW 2164. Please you are more than welcome to visit us at our display house.
Do you have a size guide?
We do have the specifications outlined on our website, also there is a manual instruction is enclosed with the product.
What payment options do you offer?
We accept payments via PayPal, Direct debit, Afterpay and Bank transfer when purchasing online. Also we do process payments on the phone or by visiting physically our store.
I have a question about pricing.
Sure, we are more than happy to assist you. However, all the prices are mentioned on the website but if you still have a question email us at sales@gilaniengineering.com.au .
How do I know my order was successful?
When you make a purchase, you will receive a notification email which outlines that your order was successful. However, if you have any concerns simply give us a call or email us at sales@gilaniengineering.com.au and our sales department will get in touch with you as soon as possible.
An item is out of stock can I still buy it?
Yes, if the product is on the backorder, you can simply purchase the product and you will be contacted when we receive the payment. Also we will update you on your order status. Please contact us if you have further questions or concerns.
Can I change my delivery address?
Yes, certainly we can help you with this but you have to contact us before we ship the product.
How do I know if my order has been delivered? I think it might be lost!
You will be notified via email that you order is delivered. Further, you will be provided with a tracking number you can track down your product whenever you want. We use standard shipping methods and all our shipping partner are reliable and trustable in the market.
As soon as we get your product shipped from our store we will provide you a tracking number and tracking link to track down your product.
Do you ship internationally?
We do ship internationally, please get in touch at sales@gilaniengineering.com.au for further information on international shipping fee.
How much would it cost for delivery?
We do have free standard delivery however if you need your product to be assembled or express postage, you need to contact us to discus the option and the fees.
Where can you deliver my order to?
We deliver all around Australia and Internationally. However, if there is a place the shipping companies don’t deliver we provide you a full refund.
Have you received my return?
As soon as we receive your return back, our team will notify you via email or call. Kindly note that the product should be in the original state and packing.
Please request a return form at sales@gilaniengineering.com.au before sending the product back to us.
For further details on refund you can visit our refund and shipping policy.
You can return the item using any of our partner shipping methods. However, for returns customers have to pay the shipping fee for return. Kindly note that the product should be in the original state and packing. For further details on refund you can visit our refund and shipping policy.
What is Gilani Engineering’s return policy?
Our refund procedure:
- Contact us to discuss the best option
- Book in for return shipping
- Our engineer checks the product of its original condition and packaging
- Your refund will be processed. Please note that a re-stocking (15%) and reduction of the original shipping fee may apply.
Are there any items excluded from the returns policy?
Yes there are items that are excluded from the return policy. These items are: Specially Ordered items and Customised items. Also products that are not for Hire are excluded from our refund policy. Once we receive the product we will start the return process and the refundable amount will be deposited to your bank account in 1 to 2 business days. Kindly note that the product should be in the original state and packing, please not that a 15% of the purchase price as restocking fee may apply.
You will receive a full refund if:
The product was not as described on our website. You will receive a full refund after receiving the product back so our engineers can perform their investigation routine.
Also if a faulty/damaged product was delivered to you, a full refund will be issued following above steps.
Please make sure to take as many photos and videos of the wrong/damaged product upon the arrival for your future references.
You will receive a partial refund:
In case of change in mind or purchase of a wrong product, you will receive a partial refund after receiving the product back in store in its original condition and packaging. (please note that we do not provide any advise on a product suitability, so choose your product carefully prior to purchase).
Please note that if the product is misused, damaged or incomplete up on the return, we will not provide any refund and you can simply recollect the product asap.
I received something different than what I ordered?
We always have the option of return so you can return the product per our policy. If you are not satisfied with the product just send it back to us within 14 business days from the purchase date and we will refund you per our policy. Please consider our return policy to speed up the process.
What do I do if I'm not happy with my item?
We have 14 days change of mind policy (please read change of mind refund policy fees). You can contact us any time you wish to return the product within 14 days from the purchase date.
What is Gilani Engineering warranty policy?
We do offer warranty under our manufacturer guarantee policy for most of our products.
What does mean manufacturer guarantee?
It means that our products are covered under our warranty policy if they are defect/not working as they should due to the manufacturing/production line. Our warranty policy may include repair, replacement of parts or replacement of the whole product.
For example: you unpack your brand new wheelchair and you find out that there is a big crack on the front wheel. In this case a new wheel will be sent to you for the replacement free of charge under warranty.
We advice our customers to take photos, notes and videos of the faulty product upon arrival of the product and notify us within 48 hours on the arrival of the faulty product to secure your warranty claim.
Who is responsible for shipping a product to/from Gilani Engineering for repair under warranty?
When a product is eligible for repair, part replacement or full replacement
under the warranty, the customer is responsible for booking a delivery and pick up to/from our warehouse including all fees in this regard.
