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Goods arriving DOA - Dead On Arrival
If you have received an item DOA (Dead on Arrival), please send us a message by clicking HERE with all your details i.e:
- Description of the product and what is wrong with it.
Invoice or order number
- email address
Contact Phone number
We will then arrange with you to get the item you purchased back to us and arrange for a replacement, a credit or refund)
General Warranty Conditions
You can choose a refund or exchange if an item has a major problem. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn't do what we said it would, or what you asked for and can't be easily fixed
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major,
we will repair the item within a reasonable time. If it is not repaired
in a reasonable time you can choose a refund or replacement
Items under warranty that fail after a period of time
If you have an item that you have purchased and some time has passed and the item fails, please contact us for support by clicking on the + new support ticket on the top right hand side of this page, or click HERE
Our warranty is a repair or replace warranty at this point, however if we cannot remedy the situation for you, we will issue a refund or a credit if you prefer. We will replace an item if it cannot be repaired. (This does not include newly purchased products that are faulty out of the box - these will be immediately replaced).
Most of the products we sell carry a 12 month warranty. We do also sell some factory reconditioned, refurbished and ex - lease items. These generally have a three month warranty only. Some products may carry warranties in excess of 12 months. If you have a claim for an item that has a warranty that is greater than a year old, please contact us for advice, or if you prefer contact the manufacturer direct.
We assess warranty items on a case by case basis.
Items will have to be well packed to prevent the item from being damaged in transit. If the item is received damaged due to carrier carelessness regardless of carrier or other damage, we reserve the right to refuse the issue of a refund.
Change of Mind
We are not required to provide a refund or replacement if you change your mind. We will however occasionally on a case by case basis consider accepting
goods back with a restocking fee of $25 or 20% whichever is the greater
so long as the item is unopened and new. Shipping of these items will be
at the customers expense and need to be packed in such a way that they are not damaged in transit back to us otherwise we may not accept the item back. Do net send goods back to us COD shipping as
we will not accept these.
Fit for Purpose
Items that we sell are generally fit for purpose, i.e. they are meant for the purpose we deem in our description. So, should you happen to buy one of our cordless electric drills for example that is advertised as a DIY drill and happen to use this drill in a commercial or non DIY environment, then the use of the drill is deemed to be out of scope of the warranty. Similarly, a customer buys a middle-of-the range lawnmower, being aware she wants to use it to mow four hectares of land each week. Because this lawnmower is not designed for this intended purpose, the lawnmower would only be expected to mow the lawn of an ordinary suburban house for several years without any significant problems. She cannot claim the lawnmower is not fit for purpose. Another example is luggage which is designed to carry personal goods safely and securely, and be able to withstand reasonable daily bumps, knocks, scuffs and abrasions. Often luggage is damaged by airlines due to blunt violent force during travel. Extreme blunt violent force to any piece of luggage is beyond the scope of the definition of fit for purpose for luggage and claims for damaged luggage should be placed with airlines at the time the damage is discovered - preferably at the airport. (see our separate FAQ note on luggage damage)
For more information please visit the Consumer Affairs Website