Returns, Refund and Exchange due to damage in transit Policy (FREE TRANSIT INSURANCE)
In rare cases your product can be damaged in transit. Most couriers have a limited insurance policy to cover these however in many cases they will not accept responsibility if the receiver signs for the goods. The responsibility of the damage in transit falls on the receiver once it is accepted and signed for so PLEASE ensure that you inspect the packaging for signs of damage as it usually indicates if the box has taken a big enough hit to damage the product inside.
If you find obvious packaging damage, then either:
-Do not accept the product and request for a return based on damage, contact us immediately to report the incident.
-Open the packaging on front of the delivery person to inspect the item for any visible damage, if you notice a physical damage then pack the item back and request a return to sender based on transit damage, report the incident back to us immediately.
If you do sign for a product that has been damaged in transit, we will fight alongside you to hold the courier company responsible to the best of our ability but we are not always successful as it is hard to prove that the damage did not occur after the delivery was complete.
Factory Second products cannot be returned based on cosmetic imperfections unless clearly damaged in transit.
If the product is Brand New and upon inspecting the product it exhibits minor cosmetic imperfections that clearly did not occur during transit, then we will replace the product provided:
-We can establish that the minor damage was not caused by you after removing the packaging (eg. a scratch from a blade in cutting the packaging open or scratching the item in moving it post de-packaging etc)
-You have reported the damage in writing to us no later than 24 hours from receiving the item. Reports of damage after this period cannot be accepted whether transit or manufacturer related damage is evident. The courier’s Transit Insurance company will not accept responsibility for the damage if the incident is reported after 24 Hours of receiving the product.
Returns, Refund and Exchange due to Delivery delay in transit or Lost in transit Policy
In rare cases products can be lost in transit or can be subjected to long delays. In the event where the product is declared lost in transit by the courier company, we will send a replacement and attempt to claim our losses from the courier company. Please be aware that we cannot replace a product until the courier company reports the product lost in transit, this may time up to 30 days or longer.
Brand New Products Return and Exchange Policy
If a brand new item you receive is Dead on Arrival (DOA), or faulty, you must contact us within the first 14 days to report a faulty item. If an item is faulty and consequently returned, we will offer replacement or refund within 7 days of receiving the faulty item or earlier upon stock availability. We will cover the cost of shipping both ways for faulty items returned within 14 days. However, outside this initial 14 day period, the buyer will be responsible for the cost of shipping both ways. If an item was picked up from the store, any faulty goods must be returned to us by you. You are required to keep your packaging for the first 14 days on brand new items for DOA returns. If you have discarded the packaging in the first 14 days and the item cannot safely be returned, then a standard manufacturer warranty repair will apply.
Factory Second products Return and Exchange Policy
We ensure all our factory second items are in 100% mechanical working order prior to being sold. Despite this, we understand things can go wrong. If the item you receive is Dead on Arrival (DoA), not as described, or faulty, you must contact us within the first 14 days to report a faulty item. If an item is faulty and consequently returned, we will offer a repair or replacement within 28 days of receiving the faulty item or earlier upon stock availability. If a replacement or repair cannot be provided within a reasonable time frame, a full refund or store credit will be provided. We will cover the cost of shipping both ways for faulty items returned within 14 days. However outside this initial 14 day period, the buyer will be responsible for the cost of shipping both ways. If an item was picked up from the store, any faulty goods must be returned to us by you.