FAQ

When to Expect Your Refund:
We strive to process refunds swiftly and efficiently. Here’s how our refund process works:

1. For Returned Goods:
   • If you return an item with an authorized Return Authorization (RA) number, we’ll start the refund process once we email you to confirm the receipt, inspection, and written acceptance of the returned item, ensuring it aligns with our return policy. Signing for, and receiving returned goods does not signify acceptance and confirmation of the goods for the purpose of a refund. This only signifies that we have received the goods you have returned and that we will assess them in line with our returns policy.
2. For Cancelled Orders:
   • If your order hasn’t shipped and doesn’t involve custom-built or special order items, we’ll process your refund once we confirm in writing that your order has been cancelled as per your instructions.
3. Written Confirmation of Refunds:
   • If we confirm via written communication that a refund will be issued for any specified reason, we’ll initiate the refund process accordingly.
4. EFT Payments:
   • If you paid via Electronic Funds Transfer (EFT) and a refund is due, we’ll need you to provide your bank details (including your Name, BSB, and Account Number) to process the refund. The refund process begins the day after we receive your bank details.

Refund Timing:
Refunds are generally processed by us within 7-10 business days from the applicable date based on the scenarios above, however this can vary over holiday periods. It may take a few days longer for refunds returned to the credit card used to pay for the original transaction to appear on your account, depending on your bank or other financial institution. Refunds made by us via EFT will in most cases appear on the same day we process the refund, or alternatively, the next business day.

Refund Method:

• For payments made by methods other than EFT, your refund will be credited back to your original payment method.
• For payments made by EFT, upon receiving your bank details, we will process your refund via EFT.

Providing Bank Details for EFT Refunds:
To process an EFT refund, we require your bank account information. Please ensure you provide accurate details to avoid any delays in receiving your refund. We will require: : Account Name, BSB, and Account #.

Questions?
If you have any questions regarding the refund process or require assistance, please don’t hesitate to contact our customer service team. We’re here to help ensure your refund is processed smoothly.

If you believe a product is faulty, call us on 1300 089 888 to discuss and troubleshoot the issue. Often the source of the problem is to do with configuration and network conflict issues, rather than with a product fault, so let us try and work through the issue with you over the phone, or via our online chat.

If this is not successful and we need to investigate further, AND we have determined that the issue is one that may be covered by warranty when inspected, we may instruct you to complete the returns form below. To avoid delays, please ensure that you complete the form in its entirety, providing all. the information requested. Incomplete forms cannot be processed, so avoid delays by completed every requested field.

One we have evaluated the request, we will send you an email with instructions on how to proceed from that point. Do NOT return goods to us without first receiving an RA# (Return Authority) from us via email.