DeviceDeal Returns Policy
DeviceDeal work closely with a number of shipping partners to deliver orders as quickly as possible. We understand that from time to time problems with shipments may occur, rest assured, we will work with you to resolve these situations as quickly and fairly as possible. Our standard process is as follows:
Step 1: Work with our shipping partners to confirm expected shipping dates and communicate that information to our customers
Step 2: Determine when a delivery falls outside expected timeframes
Step 3: Create an investigation with our shipping partner to determine the reason for an issue that has occurred
Step 4: Follow up with our shipping partner and communicate relevant information to our customers
Step 5: If a delivery has been deemed as lost by our shipping partner we will communicate this to our customer and offer a resolution in the form of a replacement or refund for the lost item.
Please note: We are unable to process refunds for lost/missing or delayed orders until an investigation has been raised and completed with our shipping partner. We understand that this can be frustrating and a major inconvenience however we require investigations to be complete before we can provide a resolution.
AUSTRALIAN CONSUMER GUARANTEE:
The products provided to you under the various warranty of different items are in addition to other rights and remedies available to you under the Australian Competition and Consumer Act. In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a refund or replacement for a major failure and for compensation for any other reasonably foreseeable loss or damage, in addition you are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For more information visit Australian Consumer Law's website.
Please note that all products (with the exception of ex-demo and second hand products) are sold with a manufacturer’s warranty, unless otherwise noted.
DOA, DAMAGED, MANUFACTURER-APPROVED RETURNS AUTHORITY OR INCORRECTLY SHIPPED PRODUCTS:
If your device is Dead on Arrival (DOA), has developed a defect within seven days from the date of the purchase, has a manufacturer-approved return authority number (RMA) or was wrongly shipped, please contact our Customer Support Team. Customers will then be issued with a Return Authorisation Number in accordance with our Returns Policy. Please keep in mind that items without the Return Authorisation Number may not be processed. Each Number is only valid for the product authorised for return and is valid for 14 days from the date of issue. To ensure the return process runs smoothly, the product has to be returned within 7 days from date of RA Number being issued. Also the following information, (most of which is located on the included invoice) would be required to obtain the Number:
- Name and contact details of the original purchaser;
- Invoice number and date found on the printed invoice included with the item;
- Number of products to be returned;
- Serial number of each item to be returned
- If the product box has been opened
- Reason for the return
The item would need to be packaged and addressed for return, including all retail packaging, accessories and manuals that are available.
Customer will then be issued with a Return Authorization Number in accordance with our Returns Policy. Please keep in mind that items without the Return Authorization Number will not be processed. Each Number is only valid for the product authorized for return and is valid for 14 days from the date of issue. To urge the return process, the product has to be returned within 7 days from date of RA Number issued. Also the following information, (which most of them are located on the included invoice) would be required to obtain the Number:
- Name and also contact details of the original purchaser;
- Invoice number and date found on the printed invoice included with the item;
- Number of product to be returned;
- Serial Item number
- If the product box has been opened
- Reason for the return
The item would need to be packaged and addressed for return, including all retail packaging, accessories and manuals.
Please make sure the returned product is packaged appropriately to avoid physical damage during return shipping as that would prevent any warranty. Device Deal will not accept any responsibilities for goods, that are damaged in transit back to us; also you can return the product to our Melbourne office in person. The returned item will then be tested within 7 working days once it has been received by our office. For some products, it may be required to be sent to the manufacturer/supplier for further diagnostics.
If a Dead on Arrival product has been tested and found to be in working condition, the item will be returned to customer and they will be responsible for handling any fees and freight costs associated with the return. The invoiced amounts will be payable within Thirty days of receipt of invoice.
If Device Deal and/or the manufacturer determine that the product(s) is defective, then we will issue a replacement item or credit for the original purchased amount of the product(s).
If you receive a product and it is damaged whilst in transit, then you need:
- Refuse to accept the delivery of the product;
- Direct the courier to "Return goods to sender"
- Notify our Customer Service within Two business days.
Device Deal will not accept any opened product(s) for return unless the product(s) is returnable under this policy, (or under a manufacturer’s warranty or other contract or law).
Examples of opened product(s) which Device Deal accepts for return:
- Dead on arrival, manufacturer approved return authority or incorrectly shipped product(s)
- Product(s) which develops a fault due to a cause occurring prior to purchase
- Product(s) of un-merchantable quality
- Product(s) that fails to perform to the manufacturer’s specifications
- Product(s) that fails to perform as advertised
Device Deal at its sole discretion may accept opened product(s) outside of the Returns Policy, a restocking fee for this service may be charged.
Except for products sold on a "No Return" basis, Device Deal offers a conditional fourteen day return policy for products in its original (unopened and undamaged packaging). Please contact our Customer Support within seven days of receiving the product and then you will be issued with a Return Authorization Number where applicable. Please package the product and address it for return. You need to make sure that it is appropriately packaged in order to avoid during return shipping. Device Deal will not pay nor reimburse any associated costs with a return of unopened product(s). For the products in their original (unopened and undamaged packaging), a credit will be issued for the initial purchase price of the product less any associated freight costs and restocking fees.
MANUFACTURER'S RETURNS POLICY & WARRANTY:
If a product, purchased from Device Deal, develops a fault after fourteen days from the original purchase and is within the manufacturer’s warranty period, the standard warranty procedure will apply. We recommend that in the first place, you should contact the manufacturer or their authorized service centre (or agent for warranty service). Warranty periods and service levels may vary by the manufacturer and their products.
If the manufacturer offers to accept an opened product for return, you will need a manufacturer-approved return authority number. Please contact our Customer Support with this number to organize the handling of the product.
If a manufacturer directs you to return the product to the manufacturer, agent or a third party, you need to arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will organize 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 Support as soon as possible. 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. Device Deal must receive the product by the time specified by the manufacturer. Please make sure that repair timeframes are subject to each manufacturer’s warranty repair service and may vary from one manufacture to another.
RETURN OF FAULTY PRODUCTS:
Upon receipt of a faulty product, Device Deal will return it to the manufacturer (or its authorized service centre or agent) for assessment. If the fault could not have been detected, and it is not due to tear and wear or misuse, Device Deal will offer you a repair or replacement, as appropriate or as advised by manufacturer. If the fault does not fit the above mentioned criteria and also is not covered under the manufacturer’s warranty or extended warranty, then Device Deal 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 a quote rejection fee. Once the product is returned, Device Deal will arrange return delivery of the product to you. Where the product fault does not fit the above mentioned criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), Device Deal will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product(s) to you.
SOFTWARE & SOFTWARE LICENSING:
Any unopened software can only be returned for refund as an unopened products or wrongly shipped. Licensing and licensing media kits are sold on a no return basis. Please contact our Customer Support for further information.
NO RETURN BASIS PRODUCT:
Unless the product is dead on arrival, wrongly shipped or otherwise returnable under:
- Manufacturer’s warranty or other contract or statute; or
- Statutory warranty
- The product will not be accepted for return.
Examples of products sold on a no return basis include:
- Ex-demo products
- Products with a "Price Markdown" label
- Products with a "No Return basis" label
- Products listed on the packing slip or invoice as "No Return"
- Products specially ordered for a customer
- Clearance products
- Licensed software
Examples of no return basis products which we would accept for a return are:
- Dead on arrival products;
- Products not of merchantable quality;
- Products that fail to perform as advertised.
- Products that fails to perform to the manufacturer’s specifications;
PROCESSING CREDITS / REFUNDS:
Device Deal will usually issue a credit note within seven working days of Device Deal 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. Any handling fee and serviced postage are non-refundable.
Device Deal will issue refunds on request. All refunds will be made by applying a credit against 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. Device Deal will consult with you and act in accordance with the relevant warranties, other contracts and statutes. If Device Deal chooses to have the product replaced or repaired, Device Deal will do this at our cost and return the product (or its replacement) to you promptly.
All credits issued by Device Deal are valid for 12 months. It is the credit receivers responsibility to redeem the credit value within that time frame. Device Deal will not extend or accept redemption requests after 12 months. Credits can be redeemed through the checkout procedure or by contacting Device Deal Sales Team to be manually processed.
NON-WARRANTY SERVICE AND REPAIRS:
All claims for service not covered by any kind of warranty should, in the first place, be directed to the manufacturer (or its authorized service centre or agent). If they direct you to return the product to us, then you need contact our Customer Support on 1300800522. You will be issued with a RAN, but you will need to specify that the goods are being returned for non-warranty service or repairs. You need to make sure that the returned product is suitably packaged in order to avoid damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Device Deal will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.
Upon receipt of the product, Device Deal will return the product to the manufacturer or its authorized service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, Device Deal will advise you of the quoted 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 a quote rejection fee. Once the product is returned to Device Deal, we will arrange return delivery of the product to you. Device Deal requires payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.
If you have any difficulties contacting the manufacturer or its authorized service centre or agent, then please contact our Customer Support so that we can assist in getting your product repaired.
RETURNING A PRODUCT TO OUR STORES:
Alternatively, you can visit us with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.
International Customers :
Please note that import charges, known as the import duty, and the taxes levied upon all imported electronic items differ from country to country. We, therefore, strongly recommend that you should check with your respective customs authorities within your country to know the charges, if any, before you place an order with us. We are more than happy to quote any specific information required by the authorities on our invoices or on the shipments to ensure a smooth customs formality and easy clearance of the shipment. We further bring to your notice that all the shipping charges including dispatching and/or returning the purchased items will be borne by the buyer in case the buyer wishes to return the items due to the levied duties or taxes in their country.