We partner with Australia's best manufacturers to bring you quality products and services. Please consult this information to learn how we deal with product returns and exchanges.

All goods sold through this site, with the exception of promotional items, clearance, ex-demo or used equipment, is sold with a manufacturer's warranty. To learn more about the warranty details associated with a particular product, please consult the product description. If there is no information available under the product description, please use the Live Chat service, or call us on 1300 738 237 to learn more.

Shipping Mistakes, Damaged on Arrival, or "Dead on Arrival" Products

If you receive a delivery that is incorrect (ie. a product different to what you ordered), or if you find that the product are damaged, faulty or simply do not work, you must contact your account manager, or our sales team within 7 days of receiving the goods. Most manufacturers will allow us to process such returns simply, and without your involvement, however there may be instances in which you are required to contact the manufacturer directly, so that they can confirm the fault. When contacting our team to request a return, please ensure you have the following information ready to provide them:

• Our invoice number
• Your order number
• The part number of the item that will need to be returned
• The serial number of the item that will need to be returned (if available)
• Information about the fault or damage
• Whether the packaging for the product has been opened

Upon receiving this information, our team may instruct you to contact the manufacturer to confirm the fault. If this is the case, then the manufacturer will typically provide a reference number that we will need in addition to the above information. Once we have received all relevant details, we will issue your company with a Return Authorisation number, and details about how to return the product to us, or to our supplier. It will be your choice as to whether you would like to process this return as a credit, or as an exchange. Once the goods have been sent back, they will be tested by our supplier to confirm the fault, and if confirmed we will issue a credit or exchange within 7 days of this confirmation. If no fault or damage is found, the original invoice will be processed, and you may be charged additional fees for the handling, checking and shipping of the product.

Other Returns and Exchanges

We understand that mistakes happen, and sometimes you can order a product that you don't want or decide against after receiving it. In such instances, we request that you contact your account manager, or our sales team immediately to discuss the options available to you.

Some of the products that we sell are deemed "non returnable" by our supplier, and in such instances we will be unable to return or exchange the product on the basis of incorrect choice. However, if our supplier is able to accept the product as a return and the goods are unopened, then generally we will be able to process a return or exchange with 14 days. Restocking fees and freight charges may apply, and it is important that you discuss these with our sales team before we process a return or exchange.

Opened Items

The exchange or return of opened items that are not faulty or damaged is decided on a case by case basis. If you have opened your goods, and subsequently decide that you would like to return them for exchange or credit, then you must contact your account manager immediately. The sales manager will assess the situation and decide whether to accept the goods back. In such instances, restocking fees and/or freight costs  will apply.

Software

Unopened software can be returned in a similar manner to other products details above. Damaged or incorrectly shipped software can also be returned under the same process outlined for other products. Opened software cannot be returned or exchanged simply on the basis of incorrect choice due to copyright implications.

Credit Notes, Exchanges and Other Refunds

Upon completion of an RA, you can elect to have your return processed as a refund (for credit card customers and direct deposit payments), a credit note (for account customers) or to apply the refunded amount towards and alternate item (exchange). Please speak to our accounts department or your account manager to request the method of refund.

Manufacturer's Warranty Repairs and Service

For all faults that arise during the course of using a product purchased from our website, we would suggest that your first point of contact should be the manufacturer. The manufacturer will determine the warranty that applies to the item, and will advise you as to whether the damage or fault is covered under that warranty, and how to go about having it repaired.

Should you have difficulties dealing with the manufacturer, or are unsure as to how to contact them, you can contact our sales team or your account manager who will try and help you contact them.