Return Policy
Standard Returns Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us, and we will either repair or replace it subject to the terms below.
This Policy forms part of the Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your product.
- package your product safely and securely for protection during transit;
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
- The packaging and product are undamaged and unused i.e. the box is still sealed, with the original labels and stickers still attached.
- It is not missing any accessories or parts.
- A return is logged on the Website within 48 hours of delivery to you of the unwanted product.
Changed your mind?
If you have changed your mind and would like to return an unwanted product, note that these items can only be returned if they are in the original product packaging with all seals intact, including labels and stickers.
Want to exchange?
In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will refund you with the purchase price of the product within 10 days of the return.
Should there be a price difference this will be communicated to you
We are entitled to inspect the product to validate your return.
Please remember an unwanted product can be returned to us at no charge, provided:
- The packaging and product are undamaged and unused i.e. the box is still sealed, with the original labels and stickers still attached.
- It is not missing any accessories or parts.
- You log a return on the Website within 48 hours of delivery to you of the unwanted product.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); if not a full refund will be processed within 10 days of receiving your return.
Should there be a price difference this will be communicated to you
We are entitled to inspect the product to validate your return.
Please remember if the product is not what you ordered the product can be returned to us at no charge, provided:
- The packaging and product are undamaged and unused i.e. the box is still sealed, with the original labels and stickers still attached.
- It is not missing any accessories or parts.
- You log a return on the Website within 48 hours of delivery to you of the unwanted product.
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 48 hours of such delivery on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible / we have the same product in stock to use as a replacement) or refund the purchase price of the product.
3: Defective products
We do our best to ensure that the products we deliver to you are of the highest quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
Defective products with the original packaging must be returned within 6 months of delivery or within the specified warranty period of the product.
The complete product, including all its accessories must be returned, as we may need to provide you with a complete replacement or full credit / refund.
We will collect the product from you at no charge. Once we have received your product and we have inspected the product and validated your return, we will refund you with the purchase price of the product or replace a like for like product within 10 days of the return.
The following will NOT be regarded as defects and will not entitle you to a return under this section:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product;
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit your requirements
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as within 48 hours of becoming aware of the defect or poor quality.
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or refund you with the purchase price of the product.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period.
Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the Standard Warranty. If such a product turns out to be defective more than manufacturer warranty, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery.
Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that the remedy offered to you is at the supplier or manufacturer’s discretion. We are under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
A manufacturer warranty product is a product for which the relevant supplier or manufacturer chooses to manage defective returns themselves directly
4: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
Please note that we only refund to the payment method that you originally used – i.e., payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to your nominated bank account.
If, at any time, items are returned (and such return is approved) in accordance with the this Returns policy or cancelled before delivery in accordance with customer terms and conditions, the value of the validated refund or cancelled item (as the case may be) will be repaid to you.