Please ensure that you are familiar with the policies outlined below before returning any item.
If you are experiencing technical difficulties, we recommend thorough troubleshooting be performed before concluding that the product is faulty. Please remember that we're here to help. If you require our assistance, please feel free to contact us.
30 Day Returns (Purchased Incorrectly or Change of Mind)
If you have purchased incorrectly or have simply changed your mind, you may be able to return an item within 30 days for an exchange, store credit or a refund. Please ensure that each of the following conditions are met in order to qualify.
- Any returned items must be in perfect merchantable condition, free from any marks or signs of use.
- All accessories, user manuals and any other included components must accompany your return.
- Retail packaging must be returned without damage (excludes polybag packaging and other forms of packaging that cannot be opened without alteration or damage).
- Return requests must be received within 30 calendar days of your order being placed.
- Once approved, the return must be received within 10 business days from the date of approval.
- The return shipping cost is to be covered by the customer.
- Initial shipping fees are not refundable (please refer to the information below).
- The conditions outlined in the product return guidelines section towards the bottom of this page are also applicable.
Once we have confirmed receipt of your request and have granted approval, simply send the item back to us. Upon receiving your return and confirming that the conditions specified above have been met, we will proceed in processing your choice of an exchange, store credit or a refund.
For any returns that fail to meet the conditions specified, we may offer a partial refund or store credit at our discretion. Alternatively, you may elect to have the item returned to you. The cost of this return is to be covered by you.
30 Day Returns - Shipping Fees
When returning an item under the conditions above, unfortunately shipping fees are not refundable as this cost cannot be recovered.
If an exchange is selected, then the applicable shipping fee will be payable to reship your order. If a store credit or refund is selected, the shipping fee is not refundable. If you previously qualified for discounted or free shipping and your return reduces the total order value below the qualifying amount, then the applicable shipping fee will be deducted from the store credit or refund provided.
Please also note that our current flat rate fees are in almost all cases much less than the actual fee charged to us by the carrier. It is the actual amount charged to us that will be applied when calculating a store credit or refund. Verification of this cost can be supplied upon request.
In the rare event that you have a defective product and would like to initiate a warranty repair or replacement, please refer to the information below.
The resolution procedure and validity period would be determined by the warranty details associated with the product. Provided that the product is under warranty and a confirmed fault is deemed to covered by this warranty, you should first complete the return authorisation request form. After completing the return authorisation request and being granted with approval, we will then request that you return the item to us.
Once we receive your return and are able to confirm that there is a fault present, we will repair or replace any defective parts, free of charge. Once this is complete, we will return the item back to you. In the unlikely event that we are unable to provide a repair or replacement, you will be provided with your choice of an exchange, store credit or a refund.
If our thorough testing and examination procedure concludes that the product is in perfect working order, we can then organise to return the item back to you. The cost of this return is to be covered by you.
For more information relating to warranty, please refer to our Warranty Information page.
If an exchange has been approved, any differences in sale price for the replacement item will either need to be paid for or will be refunded before preparing the exchange for shipping.
If a partial refund is issued this will be provided through the same payment method that was originally used when the order was placed. Please allow up to 3 business days for any refunds to be processed.
If a store credit has been approved, this will be provided in the form of a voucher. The voucher will be valid for a period of 12 months.
If a refund has been approved, this will be provided through the same payment method that was originally used when the order was placed. Please allow up to 3 business days for the refund to be processed.
Product Return Guidelines
Please ensure that each of the following conditions are met for any product returns.
- All returns must be accompanied by a valid RA number (refer to the return authorisation request section below).
- We cannot accept returned products that have been altered or damaged during installation. We recommend testing all related equipment and accessories before installation to ensure everything works as expected in the proposed system environment.
- All items should be returned with suitable protective packaging and arrive without damage.
- Please do not return any items as return to sender. If an item is returned in this manner, the associated cost that we incur will be payable by the customer (this is covered in more detail within our Terms & Conditions page).
Return Authorisation Request
If you are ready to proceed with your return, please complete the Return Authorisation Request Form. Once this has been approved you will receive an e-mail with your return authorisation number. Please include this number with your return. You do not need to include any other documentation.
When returning any item to us under the approved conditions outlined above, we recommend selecting a shipping service which includes tracking. We cannot be held responsible for any returned items which are lost or damaged during transit.
If you have an account with us, you can login for an easier return process. Simply login to your account and then view your order history. Then view the applicable order and click the return icon for any products that you wish to return.