Frequently Asked Questions

Browse our database of common questions and get it solved! If you can’t find an answer, call us on 07 3166 8409.

Returns & Exchanges

What should I do if the product I purchased does not work when I received it?
A product is considered to be “Dead on Arrival” (DOA) if it shows symptoms of a failure, or is discovered to be damaged when first taken from its packaging. Please contact us immediately if you think your product is DOA. Where a product is determined to be DOA, we will arrange to replace the product or provide parts free of charge to repair the damage to the product.

Can I exchange the product for another one if I haven’t used the product?
Provided you haven’t used the product, we will exchange it for another product. The expense of returning the product and the freight for the new product must however be paid by you.

What happens if I encounter a problem with the product after using it?
Should your product fail within the stipulated warranty period and after 30 days from the dispatch date, please contact us immediately. We will choose to:
(a) Refund the purchase price; or
(b) Replace the product; or
(c) Repair the product.
Should we agree to replace or repair the product, or refund you the purchase price of the product, you must first return the defective product to us. You will be liable to pay the freight costs for the return of the product if the item is sent after 30 days from the dispatch date.