Refund policy
8. DEFECTIVE PRODUCTS & RETURNS
8.1. The Customer agrees to examine the Products on Delivery and shall satisfy itself that they conform with the description, purchase order or any other document applicable to this Contract, that the Products are of merchantable quality, fit for purpose and in a useable condition.
8.2. If the Customer discovers a defect in the quality, or a shortage in the quantity of the Products, or a failure to comply with the Manufacturer’s description, invoice details and these terms and conditions, then the Customer must immediately notify the Manufacturer of that discrepancy and/or defect. If no notice is received by the Manufacturer within 5 Business Days from the time of delivery, then the Products shall be assumed to be accepted and clear of any defect or fault.
8.3. Subject to clause 8.1, any damaged Goods will always be replaced upon the Manufacturer upon receipt of written notice together with digital evidence of said damage unless the Customer requests a refund.
8.4. Where any Products are found to be defective and the Manufacturer has confirmed in writing that the Customer is entitled to reject, the Manufacturer’s liability (subject to clause 12.3 and the Consumer Guarantee’s Act 1993, if applicable) is limited to either (at the Manufacturer’s discretion) replacing the Products and/or rectifying the defective Services.
8.5. If Products are purchased through an approved Supplier and not direct from the Manufacturer, the Customer must in the first instance contact the Supplier regarding any issues with Products prior to the Products being considered for replacement, return or credit.
8.6. Returned Products will only be accepted by the Manufacturer, provided that:
(a) The Customer has complied with the provisions of clause 8.1;
(b) The Manufacturer has either confirmed in writing (email or text message), that they are willing to accept the return of the Products (exempt items that are non-returnable are: gift cards, downloadable software products, such items will be clearly identified at the time of purchase); and
(c) The Products for return must be actioned (at the Customer’s expense) within 14 Business Days of the Delivery date, or any other date as agreed with the Manufacturer to be eligible for a refund or exchange; and
(d) Returned Products must not be expired and must be in the original packaging with tags still attached together with the order number and the Customer’s contact details. All returns are assessed before a credit or refund is approved or declined and the Manufacturer’s assessment team will update the Customer regarding the outcome; and
(e) If the Products were marked as a gift when purchased and shipped directly to the gift recipient, the gift recipient will receive a gift credit for the value of the returned Products. Once the returned Products are received, a gift certificate will be mailed accordingly; or
(f) If the Products were not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to the gift recipient later, the Manufacturer will send a refund to the gift giver thereby notifying the Products return.
Non-defective Products that are subject to a “Special” and/or “Sale” Price offered by the Manufacturer will not be accepted for return or refund. Only Products that are purchased at the standard regular Prices will be considered for return or refund.
Furthermore, a restocking and handling fee of 15% of the returned Products, plus any freight, will apply on non-defective Products that the Manufacturer has agreed to accept for credit, unless otherwise agreed.
All refunds will be made direct to the bank account, credit card or original method of payment supplied.