Refund policy

Last updated: 2 November 2026

Seller: ToneCooling Australia Pty Ltd (ABN 96 653 174 040), which sells SEGMENsensor products. Products are made and shipped from our factory partner in Shenzhen, China. Email: info@segmensensor.com

1. Return number first

Every return, whether you changed your mind or need a warranty repair, needs a return number. Email info@segmensensor.com with your order number before you send anything. We reply with the return number, the return address and instructions. Write the return number on the outside of the box. Parcels without a return number may be refused.

2. Returns within 30 days

You can return a flow meter, option or spare part within 30 days of delivery if it is unused, has not been installed or wired, and is in its original packaging with all accessories.

  • You pay the return shipping, and any import duties, taxes or customs fees in both directions.
  • When the item arrives and passes inspection, we refund the price you paid for it to your original payment method.
  • The original shipping charge is not refunded.

3. Warranty

  • Flow meters, including the options fitted at the factory: 12 months from the shipping date.
  • Spare parts bought separately and consumables (such as coupling compound and pipe straps): 90 days from the shipping date.
  • A repaired or replacement part is covered for the rest of the original warranty or for 90 days after we ship it back, whichever is longer.

The warranty covers defects in materials and workmanship. If a product is defective, we will repair it, replace it or refund its price; we choose the remedy.

  • You pay the shipping to our factory and the shipping back to you, plus any import duties, taxes or customs fees.
  • Before asking for a return number, email us the order number, serial number, photos and a short description of the fault. Many issues (settings, transducer spacing, coupling) can be solved by email without a return.
  • If we find no fault, or the fault is not covered by the warranty, we send you a repair quotation first. We only repair after you approve it.

The warranty does not cover:

  • damage from incorrect installation or wiring, over-voltage, lightning, water ingress beyond the stated IP rating, or use outside the published specifications;
  • physical damage, misuse, or products opened or modified by anyone other than SEGMENsensor;
  • normal wear and tear.

4. Safety requirements for returned products

  • Insertion transducers and any part that has been in contact with the process liquid must be cleaned before shipping. Include a note naming the liquid and, for anything hazardous, its safety data sheet. We may refuse or return at your cost a parcel that is not cleaned or declared.
  • The U20 contains a lithium-ion battery. Ship it as lithium batteries contained in equipment under your carrier's dangerous goods rules. Ask us before shipping if you are unsure.

5. Damaged or wrong items

If your parcel arrives damaged or you received the wrong item, email info@segmensensor.com within 7 days of delivery with photos of the parcel and the product. We will arrange a replacement or refund.

6. Quantities of 10 units or more

Orders of 10 units or more are quoted by email. Return and warranty terms for those orders are confirmed with the quotation.