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Refunds & Returns
Refunds
Please research the products carefully before placing an order. We generally do not provide refunds or exchanges for incorrectly ordered goods or if you change your mind once you have received the goods. We take no responsibility for incorrect choice of product or for any hardware/software compatibility issues. Any advice or perceived advice given by our staff in any form should not be relied upon when making the product selection. The customer is ultimately responsible for researching the product specifications from the manufacturer and other resources and selecting the appropriate product to meet their requirements. For your convenience, we do provide manufacturer's links for the majority of products sold in our website. If at our sole discretion, we decide to accept non-faulty goods for a refund, a re-stocking fee of 20%-25% may be charged and other non-refundable costs incurred by us (i.e. Credit Card Handling Fee and Freight Costs) will be passed on.
Return of Faulty Goods (Under Warranty)
All costs associated with returning faulty goods are the customer's responsibility and are not refundable (We will pay for the cost of shipping a replacement/repaired item). All forward returns will be rejected.
BEFORE returning any faulty goods to us you must initiate a return / warranty claim with our Service Department from My Returns / Warranty Claims section of the My Account page. You must select the faulty item from the list of products you have purchased and provide the faulty item's serial number (for those items that have a serial number) and as much information as possible about the fault / problem. Where appropriate, we will issue you with a Return Authorisation Number (RA Number) and provide with instructions on where to send the faulty item. The RA Number is valid for 7 days from the date of issue, in which time the faulty goods must be received by our Service Centre. The RA Number will not be extended or re-issued. The RA Number MUST be clearly displayed on the return package. Any goods returned without an RA Number will be not accepted and shipped back to you at your expense. Any returned goods must be complete with all accessories and in original packaging. Our Service Centre reserves the right to reject incomplete or not properly packaged items.
A refund for the amount paid for the item or a replacement item will be provided at our discretion. A refund or replacement item will only be issued once the faulty item has been received and tested for the specific fault / problem specified in the Return / Warranty Claim.
Dead-On-Arrival (DOA) Products
Our DOA policy is strictly 7 days from the delivery date. You must go through Return / Warranty Claim procedure outlined above in order for us to process your return / warranty claim. If the item is found faulty, we will either replace the item or refund the price of the item at our discretion. Shipping Cost, Shipping Insurance and Credit Card Handling fee are not refundable as these have already been incurred by us and cannot be recovered.
Return of Non-Faulty Goods
Our Service Centre will test for declared faults thoroughly, however, if they find the item to have no faults or intentional damage to the item, a $45 service fee may be charged and the non-faulty item will be shipped back to you at your expense.
Warranty
All products sold by Compello are covered by Return-to-Base or Manufacturer Warranty. Most of the goods carry 12 months return-to-base or manufacturer warranty, but some, like monitors, could have extended warranties. Please contact the product manufacturer for extended warranty details. You may also find it more efficient to handle the warranty claim directly with the manufacturer for items where the manufacturer has a service centre network in Australia.
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