Refunds & Returns
1. Return Of Dead on Arrival (DOA), Damaged in Transit or Incorrectly Shipped Products
If your product is dead on arrival, damaged in transit or incorrectly shipped, contact Mobile Planet Customer Service staff. Please have your goods ready for collection by an authorised Mobile Planet agent within 7 days. You will be issued with a Return Authorisation Number, which is valid for 7 days.
Please have handy a copy of your invoice when contacting Mobile Planet about your goods.
We will test all products returned within 7 working days of receipt into our warehouse. Some products may need to be returned to the manufacturer for testing.
If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If we (or the manufacturer) determine that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.
If you receive a product that is damaged in transit from us to you, you should:
refuse to accept delivery of the product,
direct the courier to "Return goods to sender" and
notify our Customer Service staff immediately.
If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.
If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If we (or the manufacturer) decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.
If you receive a product that is incorrectly shipped (different to the one you ordered), we will arrange for the product to be collected from you.
If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.
2. Returns Procedure for Products
You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
Address to:
Suite 71
89-95 Jones Street
Ultimo
NSW 2007
We reserve the right to charge a re-stocking fee for products returned which are not dead on arrival, damaged in transit or incorrectly shipped.
The re-stocking fee is 10% of the purchase price if the product is returned within 14 days after purchase.
We reserve the right to refuse any returns that:
are incomplete or missing parts; or
are not returned in their original packaging; or
show signs of physical damage to the product or its packaging; or
do not include a valid Return Authorisation Number on the shipping label; or
have an expired Return Authorisation Number; or
have not been returned within 7 days of purchase.
3. Faulty Product
If you receive a faulty product or the product develops a fault, you may be able to return it as dead on arrival or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer's warranty. All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer's warranty claim.
4. Manufacturer's Returns Policy and Manufacturer's Warranty
Please note that all products, with the exception of ex-demo, ex-rental, clearance, second hand, imperfect or damaged products are sold with a manufacturer's warranty, unless otherwise noted. Warranty periods and service levels vary by manufacturer and product.
Upon receipt of a faulty product, we will return the product to the manufacturer or its authorised service centre or agent for assessment.
If the fault is not covered under the manufacturer's warranty or extended warranty (where applicable), then we will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.
Return of non-faulty products
For non-faulty products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product and any freight costs associated with the initial delivery to you and the return delivery.
If you have problems contacting the manufacturer or its authorised service centre or agent, then please contact our Customer Service staff so that we can assist you with your warranty claim.
5. Opened Product
We will not accept any opened product for return unless the product is returnable under this policy, or under a manufacturer's warranty.
Examples of opened products we accept for return are:
dead on arrival, damaged in transit or incorrectly shipped product
6. Software
Unopened software can only be returned for refund as an unopened product or incorrectly shipped product. Faulty or damaged software can be returned for a refund as a dead on arrival or damaged in transit product.
However, opened software that is not faulty or damaged will only be accepted for return as an opened product (see the examples listed under Opened Product). Otherwise, it may be covered by a Harris Technology Extended Warranty or a manufacturer's warranty.
7. Non-Warranty Service and Repairs
All claims for service not covered by any kind of warranty should be directed to the manufacturer or its authorised service centre or agent.
If the manufacturer directs you to return the product to us, then you must contact our Technical Service staff on 1800 356 889.
Once the product is returned to us, we will arrange return delivery of the product to you. We require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.
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