Services & Warranty Claim
General Warranty Outline:
- Warranty commences on the date of purchase from The Merchants as marked on invoice.
- Warranties do not cover ordinary wear and tear; user negligence, misuse or abuse, accident, fire, or malicious damage by a third person; alterations or modifications by a non authorised service technician.
- At The Merchants various products supplied by different manufacturers come with different warranties. For further details refer to the product details or contact us at firstname.lastname@example.org
We want you to be totally satisfied with our products and services. There may be times when you will need to return a product purchased from us. Our Returns Policy is designed to assist you with your return and make it as easy as possible. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).
Please visit the Australian Consumer Law website http://consumerlaw.gov.au to confirm your consumer rights.
If your product is received and found to be damaged, we will either have the item collected and replaced with a new one, or have the damaged parts shipped out for replacement by the customer or arrange for a qualified repair agent to have it fixed. Depending on the area you are located, this may not be possible as repair agents are situated in limited metropolitan areas only.
Important: If we have the product collected and find that it is not faulty, we will have the product sent back and pass on all collection and delivery charges to the customer. To qualify for our Faulty Products Policy, you must inform us of the exact damage within 10 days of receiving the damaged goods. We will have to provide a returns authorisation number before any action can be taken.
Change Of Mind Refund:
We are not required to provide a refund or replacement if you change your mind.
However, if an order is to be cancelled due to change of mind prior despatch (include Pre Order sales), there is a credit card refund surcharge fee. The fee is approximately 1.5% -2.5% for the value of the order.
Please note, once an order is placed, it cannot be cancelled or altered. To provide you with the best possible service, your order will be processed moments after it is placed through our automated warehouse despatch system. This automated system does not allow any changes to the order once processed by customer. Once payment is confirmed, your order will leave our warehouse within 1-3 business days. You will receive an email notification from us when your order leaves the warehouse.
** Please note that Saturday, Sunday and public holidays are not considered as business days.
If you change your mind once you have received the goods, and the item has not been used or installed within 10 days of receiving and is in original shipping carton, you will not be subject to a 30% - 50% restocking fee. You will need to post the item back to us at your own expenses. You will receive a refund less the shipping cost to you. However, if you change your mind if the packaging is either opened, or partly/fully installed; you will need to repack the item securely and organise return to our warehouse. Upon receiving the product, and inspection a restocking fee will be determined which is approximately between 30-50%. You will be notified of this restocking fee once the inspection has been completed. In either case, shipping and handling fees are not refundable.
If we are able to stop your order from being despatch in time of change of mind. You will only be subject to a credit card refund surcharge fee. The fee is approximately 1.5% -2.5% for the value of the order.
Refunds cannot be given instantaneously after tracking has been signed for an item's delivery. Investigations will be lodged with either Star Track Express or Australia Post to come to a conclusion. This process can take from 5-8 working days once the investigation has been lodged.