Refunds & Returns
Our returns policy is described below. If you have any questions, please call us on 03 9830-7133 or e-mail is-returns@itconnexion.com.
For all product returns, you will need to provide us with the following information;
- Name and contact details of original purchaser
- Invoice number or order number
- Part number of product to be returned
- Item serial number(s)
- Date on packing slip or invoice
- Whether the product box has been opened
- Reason for return (refer below)
You will need to package and address the product for return to our office at Suite 7, 333 Canterbury Road, Canterbury 3126.
itconnexion recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to itconnexion or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.
Dead on Arrival or Incorrectly Shipped Products
A Dead on Arrival product is a faulty product that failed in the early life of usage or out of box. The DOA period for each product will vary based on vendor policies, and commonly ranges from 7 to 30 days.
If your product is dead on arrival, damaged in transit or incorrectly shipped, please contact us immediately. We recommend that these products be returned to us within 10 days of purchase.
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. These invoiced amounts will be payable within 30 days of receipt of invoice.
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 contact us immediately.
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. These invoiced amounts will be payable within 30 days of receipt of invoice.
If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.
Returns of Unopened Product
Except for product sold on a "No Return Basis" we offer a 10-day return policy for product in its original and unopened packaging.
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.
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.
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.
Return of Faulty Products
All products are sold with a manufacturer's warranty, unless otherwise noted. If you receive a faulty product or the product develops a fault, you may be able to return it as dead on arrival or damaged in transit (refer Dead on Arrival Return Procedure). If not, it may be covered by the manufacturer's warranty).
All faulty product returns with an invoice date of more than 10 days since purchase will be treated as a manufacturer's warranty claim.
If a product purchased from itconnexion develops a fault after 10 days from original purchase 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 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 their policy.
Please note that timeframes are subject to each manufacturer's warranty repair service and may vary.
If the manufacturer directs you to return the product to us, then you must contact us on 03-9830-7133.
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 from the manufacturer, 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 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:
- dead on arrival, damaged in transit or incorrectly shipped product
- product that fails to perform to the manufacturer's specifications
Software Returns
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.
Non-Warranty Service and Repairs
All claims for service not covered by any kind of warranty should, in the first instance, be directed to the manufacturer or its authorised service centre or agent.
If the manufacturer directs you to return the product to us, then you must contact us on 03 9830-7133.
You will need to package and address the product and arrange for return delivery of the product to us. We will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.
Upon receipt of the product, we will return the product to the manufacturer or its authorised 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, we 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 an inspection fee.
Once the product is returned to us, we will arrange return delivery of the product to you. We require 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 problems contacting the manufacturer or its authorised service centre or agent, then please contact us so that we can assist in getting your product repaired.
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 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) to you promptly.
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