Returns

Return Procedure

All goods to be returned, whether defective or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please email office@videodesk.com.au You will need to supply the following information
Name and contact details of original purchaser. Invoice number. Date on packing slip or invoice. Reason for return. Your name and contact details. Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return. Return Authorisation Numbers are only valid for 14 days. It is the customers responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton. VIDEODESK AUSTRALIA recommends that products returned by post be sent by registered or certified mail. VIDEODESK AUSTRALIA accepts no responsibility for loss or damage occurring in transit on return . If a product is not Dead on Arrival, Damaged in Transit or otherwise returnable under this Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to you at your cost.

Dead on Arrival Product

In the event that you receive a product that is not in working order, you should notify VIDEODESK AUSTRALIA immediately. In the event that a product develops a fault that appears to have been caused during its manufacture or otherwise prior to purchase (excluding, for example, faults due to wilful damage, environmental conditions or customer misuse post-purchase), you should notify VIDEODESK AUSTRALIA immediately upon noticing the fault so we can process the return as a Dead on Arrival Product. You will be issued with a Return Authorisation Number in accordance with the above procedures. If it is reasonably determined, by VIDEODESK AUSTRALIA or the manufacturer, that the product is not defective, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. For products which are determined, by VIDEODESK AUSTRALIA or the manufacturer, to be Dead on Arrival, all efforts will be made to ship as soon as possible a replacement item and where one is not available the customer will be offered a full refund. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Damaged in Transit Product

In the event that you receive a product that appears to have been Damaged in Transit – that is, damaged in transit from VIDEODESK AUSTRALIA to you, you should refuse to accept delivery of the product, direct the courier to Return goods to sender and notify VIDEODESK AUSTRALIA immediately. If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify VIDEODESK AUSTRALIA immediately. You will be issued with a Return Authorisation Number in accordance with the above procedures. If it is reasonably determined by VIDEODESK AUSTRALIA that the product has not been damaged in transit, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. For products which are determined by VIDEODESK AUSTRALIA to be damaged in transit, a replacement item will be sent to you as soon as is possible Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Incorrectly Shipped Product

In the event that you receive a product that is different to the one ordered (Incorrectly Shipped Product), you should notify VIDEODESK AUSTRALIA immediately upon receipt of the product. You will be issued with a Return Authorisation Number in accordance with the above procedures. If possible, you should package and address the product for return in accordance with the above procedures (see Return Procedures). For all Incorrectly Shipped Products, a replacement item will be sent to you as soon as is possible We will arrange for the product to be collected from you for return to VIDEODESK AUSTRALIA If it is found by VIDEODESK AUSTRALIA that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Faulty Product

In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it under one of the Dead on Arrival Product or Damaged in Transit Product procedures above. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Manufacturers Return Policy Product

If a manufacturer offers to accept opened product for return, then we will honour the manufacturers returns policy where it involves us as the retailer. The manufacturers returns policy will direct you to either:- Return the product directly to the manufacturer, its agent or a third party service provider; or Return the product to the retailer from whom the product was originally purchased. If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy. If the manufacturer directs you to return the product to us as the retailer, then you should contact VIDEODESK AUSTRALIA at least 7 days before the expiration date specified by the manufacturer; otherwise, the return may not be authorised in some circumstances. You will be issued with a Return Authorisation Number in accordance with the above procedures, but you should specify that the goods are being returned under the manufacturers returns policy. You should also provide any additional information that may be required under the manufacturers returns policy. Where possible (and to the extent consistent with the manufacturers returns policy), you will need to package and address the product for return in accordance with the above procedures (see Return Procedures) and you will need to arrange for return delivery of the product to VIDEODESK AUSTRALIA at the address listed in the above procedures. VIDEODESK AUSTRALIA will not pay or reimburse any costs associated with a customer-organised shipment unless it agrees to do so or is required to do so under this Returns Policy. For products which are validly returned under a manufacturers return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery. If the product has not been validly returned under a manufacturers return policy (or any other policy described in this Returns Policy), it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Opened Product

We will not accept any opened product for return unless the product is returnable under the express terms of this Returns Policy, a manufacturers warranty or other contract or statute. Examples of conditions under which we would accept opened product are: - Dead on Arrival or Damaged in Transit product. Product which develops a fault due to a cause occurring prior to purchase. Product that could be considered to be of unmerchantable quality. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted.

Software

The vast majority of software is non returnable, please make informed desicions on software purchases. If in any doubt please contact us and let us try to assist you. However, the responsibility for determining if the software is suitable begins and ends with you the purchaser.. When installing software you agree to the vendors EUA ( End User Agreement) which is the most critical element in deciding if the product has been used or not. Software that has been used or activated can not be returned.

Changed your mind?

Once you finalize a sale on our web site you are bound by that transaction. Please be carefull when you decide to purchase that you are commited to the transaction, remember, buying online IS the same as handing over cash at a local store and local laws apply. Some of our products are order in items or delivered direct from the manufacturer and therefore we are ordering the item just for you. However, if you would like to change your order for a different product of similar value then please let us know straight away before we have shipped your order. Generally, unless the product has been processed, packed or delivered, we will be happy to exchange.

Exchange after delivery

Please do not expect that we are able to exchange an item. The products we sell are typically order in items not on a shelf, low volume numbered sales per SKU which makes it very hard as we may not sell the same SKU again for years if at all.. We will however consider all requests and do our best to find a solution, perhaps working with the vendor on a suitable exchange if it is at all possible. 

Refunds

If you believe that you are due a refund please contact us by phone on 08 83815142 or email office@videodesk.com.au

Where a refund has been granted under one of our policies you will receive this refund in the same manner that was used to process the order within 48 hours of approval.

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