Products Return and Exchange Policy
If a brand new item you receive is Dead on Arrival (DOA), or faulty, you must contact us within the first 4 days to report a faulty item. If an item is faulty and consequently returned, we will offer replacement or refund within 7 days of receiving the faulty item or earlier upon stock availability. We will cover the cost of shipping both ways for faulty items returned within 14 days. However, outside this initial 14 day period, the buyer will be responsible for the cost of shipping both ways. You are required to keep your packaging for the first 14 days on brand new items for DOA returns. If you have discarded the packaging in the first 14 days and the item cannot safely be returned, then a standard manufacturer warranty repair will apply.
If you change your mind about a purchase, we will gladly accept return of your goods within 7 days from when you received them for either a store credit or a cash refund minus a 25% restocking fee and the original delivery fee subject to the following terms and conditions:
– A Return Authorisation number must be obtained by providing a brief explanation of why you wish to return the goods.
– The item(s) are boxed and unopened and you pay the associated shipping costs in relation to returning the item to us within 14 days from receiving them.
– If the items are unboxed and used then they cannot be returned as they no longer can be sold as brand new stock. At our discretion we may offer to buy them back at 30% discount for the purpose of reselling as Factory Second product.
For orders which have not yet been delivered, an administrative charge of $28 (including GST) will be charged if you wish to cancel your order for a refund within 7 days from the original purchase date so please choose carefully.
Return of goods must first receive an RA (Return Authority) before being returned.
Returns, Refund and Exchange due to damage in transit
In rare cases your product can be damaged in transit. Most couriers have a limited insurance policy to cover these however in many cases they will not accept responsibility if the receiver signs for the goods. The responsibility of the damage in transit falls on the receiver once it is accepted and signed for so PLEASE ensure that you inspect the packaging for signs of damage as it usually indicates if the box has taken a big enough hit to damage the product inside.
If you find obvious packaging damage, then either:
-Do not accept the product and request for a return based on damage, contact us immediately to report the incident.
-Open the packaging on front of the delivery person to inspect the item for any visible damage, if you notice a physical damage then pack the item back and request a return to sender based on transit damage, report the incident back to us immediately.
If you do sign for a product that has been damaged in transit, we will fight alongside you to hold the courier company responsible to the best of our ability but we are not always successful as it is hard to prove that the damage did not occur after the delivery was complete.
If upon inspecting the product it exhibits minor cosmetic imperfections that clearly did not occur during transit, then we will replace the product provided:
-We can establish that the minor damage was not caused by you after removing the packaging (eg. a scratch from a blade in cutting the packaging open or scratching the item in moving it post de-packaging, breaking the TV panel in mishandling etc)
-You have reported the damage in writing to us no later than 24 hours from receiving the item. Reports of damage after this period cannot be accepted whether transit or manufacturer related damage is evident. The courier’s Transit Insurance company will not accept responsibility for the damage if the incident is reported after 24 Hours of receiving the product.
If you are purchasing a product for future use, you are still required to open the packaging and inspecting the item within 24 hours. Once you are satisfied that the product has arrived in perfect condition, you may then repackage it for extended time before it is required. Returns, refund, exchanges are not accepted for damages that are not reported within 24 hours of receiving the product.
Majority of product damages are during unpacking, installation & Assembly, please read the instruction papers accompanied with the product before attempting to install/assemble and use your product.
Most large products must be handled by two people at all times. Some products such as TVs, etc. are very fragile and pressure in picking them up incorrectly can damage them.
Damages as a result of poor handling in installation and assembly can easily be identified and manufactures in all these cases will not offer a replacement, refund or any compensation.