Shipping & returns
Returns and Shipping Policy
We accept refunds and exchanges.
Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging along with all accessories and manuals enclosed (including any Bonus Offers), be in new condition suitable for resale, and must not be damaged in any way by you. You should provide us with details of the fault or issue with the product and that the fault or issue was not caused by you.
Several types of products are exempt from being returned:
- Gift cards, Pre-paid cards such as music, photo, video, or phone cards
- Downloadable products
- Opened computer software, movies, music and video games
- Consumable items (such as batteries)
- Where the unique product serial number has been obscured, defaced, removed or does not match our records
- Items that are missing accessories, such as remote controls, cords, and cables
- Engraved, etched or otherwise personalised products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Return Request Number Required.
Please note, a Return Request Number Required. No returned merchandise will be accepted without a Return Request Number (RRN). Please provide us with: (1) details of the fault or issue with the product, (2) attach a photo of the damage where possible, (3) attach a photo of the faulty item's serial number, (4) attach a photo of the receipt or proof of purchase, then contact our customer service centre via email at email@example.com to obtain a RRN and shipping instructions.The product(s) must be returned to us within 10 business days since you obtained your RRN. The RRN must be displayed on the return package. Any items returned without a RRN will be not accepted and shipped back to you at your expense.
You may return any "unopened" products and accessories within 7 days of delivery for a refund. Please send the item back to us in its original condition and packaging and we’ll refund your purchase price less any credit card surcharge. The freight charges will need to be covered by the customer and a restocking fee equivalent to 20% of the purchase price will apply.
"Opened" products and accessories can be returned within 7 days of delivery and will be subject to a restocking fee equivalent to 35% of the purchase price to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Opened returns must be in saleable condition with original materials and packaging.
Damage caused due to misuse will not be covered by warranty. Only the manufacturers’ warranties will apply.
Special Order Items
There are no returns allowed for products which have been specially ordered for you and shipped by the manufacturer. These items are not routinely stocked, are custom made and therefore cannot be returned.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. A refund or replacement item will only be issued once the faulty item has been received and tested for the specific fault or defect specified in the return claim and found to be faulty. If a product is sold in a bundle with another product only the faulty product will be replaced or refunded with the non-faulty products valued at the individual product price as at the time of the purchase. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org to obtain the Return Request Number and shipping instructions.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and unfortunately, they will find out about your return.
An order that has been shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy.
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone.
You are also welcome to contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.
Return of Non-Faulty Goods
We test returned product(s) for declared faults thoroughly and if we find the item to have no faults or intentional damage to the item, a $35 service fee may be charged and the non-faulty item will be shipped back to you at your expense. If the item is found to be not faulty and the service fee is charged, you will be required to pay the service fee prior to the goods being shipped to you. If payment is not received within 30 days, the product(s) will be sold to recover the service fee and any difference will be refunded to you.
The statutory warranty and the manufacturers’ warranty will apply. Please refer to the manufacturer's product specifications and instruction manual. If you are unable to find specifications or an instruction manual for a product you wish to buy or have bought, please let us know so that we can do our best to find it for you. Please note, that usually manufacturers have support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. You can contact directly the manufacturer as we may not have the (1) repair facilities, (2) availability of spare parts or the expertise to test the product for the specified fault. In many circumstances the manufacturer may therefore be able to provide a much quicker assessment of your product and remedy for any issue with your product, even if the manufacturer’s warranty has expired.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days since the returned item approved for a refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
To return your product, you should mail your product to address received with your shipping instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance. The items(s) will remain your responsibility during transit until such time as they are received at the address as supplied by our staff. We can’t guarantee that we will receive your returned item and we will accept no liability for any loss or damage which may occur during transit.
Last Updated on: 31/07/2016