Should you wish to exchange a product that is not faulty you may do so without giving any reason for up to three months from date of receipt provided that the items have not been used, they are unmarked, and in original condition. No refunds, credit or replacements will be offered you may only exchange a product after that time in accordance with the terms relating to damage or defective goods.
Damage On Arrival Products – “DOA”
A Product will be considered DOA by us if it shows symptoms of failure, or its discovered to be broken when first taken from its packaging.
If you consider that a product is DOA, you must inform us immediately. We will provisionally determine whether the product is DOA and arrange to replace the product.
Refunds will only be offered where replacement product cannot be provided.
Where we have provisionally determined that a product is DOA, return shipment will be arranged at our expense.
If we subsequently determine that the Product is not POD, we may in our absolute discretion refuse to replace the product or offer you a refund for this product.
When a product is replaced, your replacement product becomes your property and the returned DOA product becomes our property.
When a refund is given the returned POA product becomes our property.
We reserve the right to test any returned POD product. If you have misrepresented the condition of the product to us we will charge you $35 handling and administration fee.
Product Problems After Delivery
If your item arrives DOA or you find a defect which arises after delivery and a valid claim is received by us within 30 calendar days of delivery, we will exchange the product where possible, or refund you the purchase price of the product. Should you contact us outside the 30-day period, we will consider each claim on a case by case basis on its merits.
Where we agree to replace the Products or refund to you the purchase price of the product you must first return the defective product to us.
We will make arrangements with you for the return of the product.
The delivery time for replacing the product will be the same as stated for the original product.
Return or Refund Authorisation
You will require an Authorisation for replacement or refund in respect of any product.
Where we have provisionally determined that a Product is DOA, we will issue you with an Authorisation number. Products cannot be returned without an Authorisation number. The product must be returned to us within 30 calendar days of the issuance of the Authorisation number. All products must be packed in the original unmarked packaging including accessories, manuals, documentation and registration that shipped with product.
Organizing the Return of DOA Products
DOA Products must be returned whenever we agree to replace the product or provide you with a refund.
Where you received a DOA Product by United States Postal Service, we will email you a PDF docket containing an Authorisation number, which you must affix to the product. You must then leave the Product at any United States Post Office.
Where you have received a DOA Product by our courier service, we will make arrangements with our courier service for collection of the product and will notify you when they will collect the Product from you.
When a Replacement Product is Arranged:
- A replacement for the same Product that you ordered will be shipped to you at our expense after we have received the returned DOA product.
- The delivery time for the replacement Product will be the same for the original DOA product.
When a Refund is Arranged:
- Refunds include all shipping and associated costs for the DOA Product.
- No refund will be given to you until we have received the DOA Product from you.
- Refunds will be issued by bank transfer only.