Returns and Refunds Policy

This Refund Policy and Limited Warranty (Policy) applies to your purchase of the following from Tyro Payments Limited (ABN 49 103 575 042) (“we”, “us”, “our” or “Tyro”):

• any accessories (including paper rolls) (Accessories); and

• Tyro Go EFTPOS Reader (including accompanying parts) (Tyro Go).

This Policy also applies to your purchase of:

• Tyro Go from Tyro’s authorised retail partners; and

• purchases made on the Tyro Merchant Portal, the Tyro App and any other Tyro (including Tyro Health) websites.

Please note that any capitalised terms not defined in this Policy are defined in our General Terms and Conditions and our Electronic Payments Facility Terms and Conditions found at https://www.tyro.com/terms-and-conditions/ (Terms), and your use of any Equipment is governed by these Terms.

Ordering

We make accessories (including paper rolls) (Accessories) and Tyro Go EFTPOS Readers (Tyro Go) available to customers located in Australia for their own use. You may not purchase Accessories or Tyro Go for resale. We reserve the right to refuse or cancel your order if we reasonably believe that you are purchasing Accessories or Tyro Go for resale.

We endeavour to maintain sufficient stock of Accessories and Tyro Go to meet demand. However, there may be occasions where our stock is insufficient or we are otherwise unable to fulfil your order. We reserve the right to limit or change the quantity of Accessories or Tyro Go available for purchase or to cancel an order placed by you if we are unable to fulfil your order. If we cancel your order, we will refund the purchase price paid in full.

Postage and shipping

We will ship the Accessories and Tyro Go to you using a carrier of our choice. Where we provide you with an estimated delivery time or date, we do not guarantee that the Accessories or Tyro Go will be delivered by that time or date. We are not liable for any loss or damage you suffer due to late or delayed shipment or delivery.

Warranty against faults and defects

The below warranties are in addition to, and do not affect, your consumer guarantee rights and remedies under the Australian Consumer Law.

This warranty does not apply if your Accessory or Tyro Go:

• has suffered an error, fault or defect outside of normal and proper use, including if it has been used in a manner that is inconsistent with any set-up and use instructions provided;

• has been subject to alteration, tampering, repair by a person other than Tyro; or

• has been subject to accident, abuse, intentional or accidental misuse, fire, fluid ingress of any kind, external electrical faults, acts of god (including, without limitation, earthquake, flood, hurricane, lightning or tornado) or other external causes of an error, fault or defect.

• This warranty is only available to the original purchaser. The benefits of the warranty cannot be transferred to another person and the warranty ends if the original purchaser sells or transfers the item to another person.

Making a claim

If a fault or defect appears during the Warranty Period (Warranted Item), we will provide you with a replacement.  We will also either arrange for the Warranted Item to be returned to us at our cost or reimburse your reasonable costs of posting or shipping the Warranted Item to us.

If you want to claim under this warranty, contact  Tyro Customer Support  or email cs@tyro.com. The Tyro Customer Support team will provide you with detailed instructions to return your Warranted Item to us in its original packaging within 30 days, together with: 

• all accessories, cords, cables, parts and documentation (if applicable); 

• a copy of your proof of purchase; and 

• evidence of your reasonable postage or shipping costs (where you are seeking reimbursement of those costs) 

Our address for warranty claims is: 

Tyro Payments Limited
Level 18, 55 Market Street
Sydney NSW 2000 

Returns and refunds

If the product is confirmed to have a fault or defect, we will provide you with a replacement or refund (whichever is your preference). In some circumstances. you may be instructed to dispose of the Warranted Item in which case we will provide you with safe disposal instructions.

Please note that we may not be able to offer a replacement or exchange on a Warranted Item if there is no longer stock available.

If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.

Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.

Change of Mind

Once purchased, you are not entitled to a return or refund for errors you have made in your order or change of mind.