Refunds & Returns
Please note that all products are sold with a manufacturer's warranty, unless otherwise noted.
If you have any questions, please speak to a Customer Service representative by phoning 08 8215 0044
or emailing:
returns@itshop.net.au
Returns Authorisation: phone 08 8215 0044, fax. 08 8215 0055, email:
returns@itshop.net.au
Returns Address:
IT Shop Return
22-24 Hurtle Square
Adelaide SA 5000
DOA, Damaged or Incorrectly Shipped Products
If your product is dead on arrival, damaged in transit or incorrectly shipped, please Customer Service staff. To expedite your return, we recommend that these products be returned to us within 14 days of urchase. You will be issued with a Return Authorisation Number, in accordance with our Returns Policy. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so we must receive
the returned product into our warehouse within this period.
You will need the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:
1. Name and contact details of original purchaser
2. Invoice number or order number
3. Part number of product to be returned
4. Item serial number(s)
5. Date on packing slip or invoice
6. Whether the product box has been opened
7. Reason for return
You will need to package and address the product for return.
We will test all products returned this way within 7 working days of receipt into our warehouse. Some
products may need to be returned to the manufacturer for testing.
If you return a product because it was dead on arrival but we find that the product is in full
working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return.
If we (or the manufacturer) determine that the product is defective, we will issue a credit for the original
purchase price of the product and associated freight costs.
If you receive a product that is damaged in transit from us to you, you should:
1. refuse to accept delivery of the product,
2. direct the courier to "Return goods to sender" and
3. notify our Customer Service staff immediately.
If you have already accepted delivery, and then notice that the product appears to have been
damaged in transit, you should notify our Customer Service staff immediately.
If your product is in full working condition or any defects or damage were caused after you took receipt of
the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return.
If we (or the manufacturer) decide that the product is defective, we will issue a credit for the original
purchase price of the product and associated freight costs.
If you receive a product that is incorrectly shipped (different to the one you ordered), we will
arrange for the product to be collected from you.
If we find that the product was shipped correctly (for example, where you have ordered the wrong product by
mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return.
If the product was incorrectly shipped, we will issue a credit for the original purchase price
of the product and associated freight costs.
All other Products
For all other returned products you will also need a Return Authorisation Number. Contact us
to receive your Return Authorisation Number.
You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.
Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and ddress it to the following address:
It Shop Returns,
22-24 Hurtle Square,
Adelaide SA 5000
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
You are responsible for all costs associated with return of the product to us and we will not pay or
reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.
Unopened Product
We do not normally give refunds if you simply change your mind or make a wrong selection.
IT Shop may accept a return within seven days of purchase (except products sold on a "No Return" basis) if the product is unopened however a 20% restocking fee may apply. You must contact our Customer Service staff within 7 days of shipping of the product to return a product in this way.
You will be issued with a Return Authorisation Number. You will need to package and address the product
for return. We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.
For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.
Manufacturer's Returns Policy & Warranty
Please note that all products are sold with a manufacturer's warranty, unless otherwise noted.
If a product purchased from IT Shop develops a fault and is within the manufacturer's warranty period, we recommend that that in the first instance, you contact the manufacturer or their authorised service centre or agent for warranty service. Warranty periods and service levels vary by manufacturer and product.
If a manufacturer offers to accept an opened product for return, then we will honour this. The manufacturer will direct you to return the product either to us or the manufacturer, its
agent or another service provider
If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in
accordance with the manufacturers returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy.
If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Service staff as soon as possible.
You will be issued with a Return Authorisation Number, but you should tell our Customer Service staff that the goods are being returned under the manufacturer's returns policy. You should
also provide any additional information that may be required under the manufacturer's returns policy.
Where possible you will need to package and address the product for return and you will need to arrange for return delivery of the product to us. We must receive the product by the time
specified by the manufacturer. Otherwise, the return may not be authorised in some circumstances.
Please note that repair timeframes are subject to each manufacturer's warranty repair service and may vary.
Return of faulty products
Upon receipt of a faulty product, we will return the product to the manufacturer or its authorised service centre or agent for assessment.
If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, we will offer you a repair, replacement or refund, as appropriate.
If the fault does not fit the above criteria and is not covered under the manufacturer's warranty or extended warranty (where applicable), then we will provide you with a quote for the
repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.
Once the product is returned to us, we will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the
manufacturer's warranty or extended warranty (where applicable), we will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.
Return of non-faulty products
For non-faulty products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product returned less
any freight costs associated with the initial delivery to you and the return delivery.
If the product has not been validly returned under a manufcturer's return policy, it will be returned to you and you will be invoiced a processing fee and freight costs associated with
the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.
If you have problems contacting the manufacturer or its authorised service centre or agent, then please contact our Customer Service staff so that we can assist you with your
warranty claim.
Opened Product
We will not accept any opened product for return unless the product is returnable under this policy, a manufacturer's warranty or other contract or law.
Examples of opened products which we accept for return are:
1.dead on arrival,damaged in transit or incorrectly shipped product
2.product which develops a fault due to a cause occurring prior to purchase
3.product of unmerchantable quality
4.product that fails to perform to the manufacturer's specifications
Software
Unopened software can only be returned for refund as an unopened product or
incorrectly shipped product. Faulty or damaged software can be returned for a refund as a dead on arrival or damaged in transit product.
However, opened software that is not faulty or damaged will only be accepted for return as an opened product (see the examples listed under Opened Product). Otherwise, it
may be covered by a manufacturer's warranty.
No Return Basis Product
The term no return basis means that, unless the product is dead on arrival,
damaged in transit, incorrectly shipped or otherwise returnable under:
Statutory warranty (e.g. if the product is faulty, does not match a description or sample,
is unfit for purpose or unmerchantable), the product will not be accepted for return.
Product sold on the "No Returns" basis:
- All Acer hardware products
- All Acer AcerLink Build-to-Order products
- All Asus Notebooks and PDA's
- All Compaq products
- All Electronic Arts products
- All Epson Comsumables
- All Fujitsu Hard Drives
- All Fuji Xerox inks and toners
- Hewlett-Packard PC, server and notebook products,
including accessories
- All Hewlett-Packard UNIX products
- All Hewlett-Packard Calculator Products
- All Hewlett-Packard Handheld Products and
accessories
- All Hewlett-Packard Laserjet Printing Products
- All Intel CPUs, overdrives, graphics cards and
motherboard products
- All Iomega OEM products
- Kingston Memory product ordered especially for a
reseller (not usually held in stock)
- All Lenovo products
- All Lexmark Printers
- All Maxtor Hard Drives
- All Microsoft OEM products
- All Mindscape products
- All Samsung products
- All Take 2 Interactive products
- All Toshiba products
- All Ubisoft products
- Selected Verbatim products
- All Viewsonic products
- All Vivendi Universal Games
Examples of products sold on
a no return basis also include:
1. Ex-demo products
2. Ex-rental products
3. Clearance products
4. Licensed software
5. Products with a
"Price Markdown" label
6. Products specially
ordered for a customer
Examples of no return basis products which we would accept for a return are:
1. Dead on arrival or damaged in transit product.
2. Product of unmerchantable quality.
3. Product that fails to perform to the manufacturer's specifications.
4. Product that fails to perform as advertised.
Processing Credits / Refunds
We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.
Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.
We will only issue refunds on request. For your security, all refunds will be made either by cash, cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.
In some circumstances, a replacement product or repair will be offered instead of a full refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement).
Unfulfilled Orders
If for whatever reason we will not be able to fulfill your order after you paid a full price or a deposit for any goods or services available at IT Shop, we will notify you within two working days from the time this information becomes available to us. You may be offered an equivalent product or services (if available) with similar functionality, quality and up to the price of the original one. If you will not be satisfied with the equivalent offer, we will refund your money in full.
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