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Is your product faulty? - How to get a replacement for your faulty product - For faulty products we provide a 180 day replacement warranty.
We have found that normally, in 95% of cases, returns that we have received are working fine. Often is is that the batteries are not placed into the device correctly - please ensure you have tried new batteries, checked the polarity on the product battery compartment and ensured the batteries are placed in the correct way. If that does not work then please read the below information.
If a product you purchased is determined to be faulty, we will replace the item with an identical product. If for some reason we are unable to replace with the exact same product then, we provide 2 options, 1. Choose alternative product(s) to the same value, or 2. A refund for the faulty product.
Note: When returning the product to us, standard postage fees will apply. We recommend using an Australia Post Pre-Paid Standard Post Satchel, which are available at any Australia Post outlet. If the return relates to a completely faulty product, then we will send the replacement product to you at no additional cost. Should the product be determined to be functioning correctly then the customer must pay all send and return postage costs.
When returns are received by our warehouse, our technician will test the return, check serial numbers and ensure all information matches, and is correct.
Before returning your product, please contact our support team to obtain a return authority (RA) number. All returns must have an RA number to be registered in our system.
The purchaser must pay postage costs for all returns which are not faulty, or that cannot be accepted for return (used products, deliberately damaged, or because of a change of heart - these are NOT acceptable reasons for return). As you can imagine there are significant health and hygiene reasons that prevent our staff from handling used products.
In the event of a return which is working properly, we will notify you of this, ask for return shipment details and payment. We will hold onto the product for a period of 30 days after receipt, or 30 days after notification. After this period has expired we will dispose of the product.
For all orders with an approved RA number
Returns Address:- P.O. Box 2282, Richmond South, Victoria, 3121
If returning a product, please make sure you include a cover letter with the following information:
Return Authority Number (RA Number)
Your contact details (postal address, phone number)
A detailed reason for the return - what exactly is wrong with the product?
A print out copy of any correspondence with our support staff relating to this return
How to obtain an RA Number: - Please reply to your order invoice or shipment email, stating the product you are having the issue with and the exact symptoms of the problem. - this will allow us to then lookup your order, help you try to solve the problem, and if necessary, create the RA Number for you. If you do not have this email, then please use the contact form on this website, stating your order number, the product name and the issue you're having.
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