If the Products arrive damaged or inoperable a claim must be made by either calling our Toll Free Number 1300 136 936 or emailing our Customer Service Team E: firstname.lastname@example.org within 7 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your order number. Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you. Please note Products that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair Products that we accept are faulty. If we consider the Product is not repairable or the same product is not available, you are entitled to a full refund in the original tender. Our normal warranty for the Products supplied to you, applies if they arrive damaged or inoperable.
Where we agree that a Product is defective and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Where we agree to replace a Product:
Goods with Manufacturer’s warranty - Refund/Replacement policy
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law, and our change of mind guarantee.
Return Authorisation Number - A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds. Where Customer Service has provisionally determined that a Product is defective, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund. All Products must be returned new and unused, including any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
You will be notified by email once your return has been received and processed.
Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.
Returning a product if you change your mind - Online Orders Only
All our items or Products come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of the Product being delivered, return the Product, it must be as new and unused, with all tags and stickers still attached and with your original tax invoice (as proof of purchase) to us for a full refund of the purchase price of the Product. This refund does not include the costs of return postage. You are responsible for return postage to our warehouse. We cannot accept returns in store for change of mind or Products purchased through the Site. We recommend that Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team via one of the following methods:
Toll Free: 1300 136 936
Or use the contact form
This change of mind guarantee does not apply to Products that we repair or replace under these T&C's.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind guarantee is in addition to those rights.
Organising the Return of Products
To return any item for any reason you must arrange the return either by return postage through Australia Post.
Australia Post: Products must be returned whenever we agree to provide you with a refund or replace the Product or ask you to return the Product to us for inspection. Customer Service will email you a PDF voucher containing an RA which you must affix to the Product. You must then take the Product to any Australia Post Office for return.