Returning a Product
If you change your mind about a purchase or make an incorrect choice, we will provide you with a store credit within 14 days of delivery for unopened products .
If the Product is damaged or Dead on Arrival, Dead Soon After Arrival or a Later Defect Product, we have indicated below what you should do and how ADSone will respond to the problem.
ADSone will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.
For further assistance with product returns, please contact us.
Statutory Conditions and Warranties
Statutory conditions and warranties apply. Nothing in these Terms and Conditions excludes the application of those statutory conditions and warranties.
For more information about your rights as a consumer, see the ACCC website at www.accc.gov.au or download a free copy of the Warranties and Refunds Guide at http://www.accc.gov.au/content/index.phtml/itemId/322947.
Dead On Arrival Products – “DOA”
A ADSone Product is considered DOA if it shows symptoms of a failure, or is discovered to be broken or defective when first taken from its packaging.
A ADSone Customer Service Representative will provisionally determine whether the Product is DOA. Where a Product is provisionally determined as DOA we will arrange to provide a full refund or a replacement product, depending on your choice.
Where ADSone has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of ADSone.
If the Product is deemed by Customer Service NOT to be DOA, and is not covered by a warranty, ADSone may refuse to replace the Product or give you a refund for the Product.
When a Product is replaced, your replacement Product becomes your property and the returned DOA Product becomes our property. Replacement Products are provided with the same warranty as the returned Product.
When a refund is given, the returned DOA Product becomes our property.
Dead Soon After Arrival Products – “DSAA”
If you find a defect in a Product within a reasonable time after delivery and before you have used it a lot (30 days as a rule of thumb) you should notify ADSone and your claim will be treated in the same way as a DOA product (see “Dead On Arrival Products”).
Later Defect Products – “LD”
If the Product is not DOA or DSAA and you find that the Product has a defect or a problem within a reasonable time during which it should not have that defect or problem, it is a LD Product. ADSone will exchange the LD Product where possible, or refund you the purchase price of the Product.
A reasonable time is the amount of time that is reasonable to expect, given the cost and quality of the item and the amount and type of usage. Only rarely will that period exceed one year and usually it will be much shorter.
ADSone offers a standard 1 year warranty on all Electrical, petrol operated & Motorised Product. ADSone realises that there may be exceptions and understands that a product must be of reasonable quality and fit for purpose. If a customer believes that their ADSone product has not given them the value expected with the year after purchase, please contact the Customer Service Help Centre for assistance. ADSone will then determine whether to make a refund or provide a replacement.
We encourage the notification of claims within 90 days by offering to pay for the return of a Product where a claim is notified within that time and we provisionally determine that the Product is LD. Other cases will be considered on their merits.
Where claims are made more than 90 days after delivery, we will need full details about the way the LD Product has been used and it may be necessary for us to make further inquiries.
When a claim for a LD is made, a ADSone Customer Service Representative will provisionally determine whether the Product is LD. Where a Product is provisionally determined as LD we will arrange to provide a replacement product or a refund.
Where ADSone has provisionally determined that a Product is LD, return shipping will be arranged at the expense of ADSone if the claim has been notified to us within 90 days of delivery. Other cases will be considered on their merits.
If the Product is deemed by Customer Service NOT to be LD, and is not covered by a warranty, ADSone may refuse to replace the Product or give you a refund for the Product.
Where a refund is given for a LD product, it may be given as a Refund Credit to Your Account.
The delivery time for replacing the Product will be the same as stated for the original Product.
Replacement Products are provided with the same warranty as the returned Product.
Return Authorisation Number – A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds.
Where Customer Service has provisionally determined that a Product is DOA, DSAA or LD, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to ADSone within 30 calendar days of the issuance of the RA. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.
Organising the Return of DOA Products
DOA, DSAA and LD Products must be returned whenever we agree to provide you with a refund or replace the Product.
Where you received a DOA, DSAA or LD Product by Australia Post eParcel, Customer Service will email you a PDF voucher containing an RA which you must affix to the product. ADSone will pay for returned DOA or DSAA items automatically if you notify us of your claim within 30 days of delivery. For LD items . the relevant period is within 90 days of delivery (other cases will be considered on their merits). You must then leave the Product at any Australia Post Office.
Where you have received a DOA, DSAA or LD Product by our courier service, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you. Customer Service will email you a PDF voucher containing an RA which you must affix to the product.
When a Replacement Product is arranged:
- A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA, DSAA or LD Product.
- The delivery time for the replacement Product will be the same as stated for the original DOA, DSAA or LD Product.
- Replacement Products are provided with the same warranty as the DOA, DSAA or LD Product from the date the Replacement Product is dispatched.
Some Products – Manufacturer Warranty
Some Products sold through ADSone are serviced and supported by the manufacturer or supplier in accordance with the warranty information provided on the listing. ADSone recognises customers purchasing some products, such as electronics and computers; require a high level of support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance. If the manufacturer or supplier is unable to assist, ADSone will replace the item, issue a refund or otherwise provide a remedy.