Returns and Refunds

WARRANTY AND RETURNS

Please email warranty@vtechindustries.com.au to obtain an RA number first, before returning your product.

Return address (in person or via post)

20 / 24 Baile Rd (Rear Warehouse)
Canning Vale, WA 6155

Please note, we are unable to offer a direct swap/replacement on-site.
DOA within 7 days - Will endeaver to process and remedy within 24-72 business hours (assuming stock is available)
All other items - will be returned to relevant supplier/manufacturer for processing
Discontinued/EOL/Special ordered items - varies greatly, contact us for ETA

Please contact warranty@vtechindustries.com.au for all warranty enquiries and returns.

YOUR RIGHTS AND GUARANTEES UNDER AUSTRALIAN CONSUMER LAW

The duration of your rights and guarantees under ACL vary greatly and depends on many factors such as, but not limited to: Value of the goods, type and nature of the goods, whether the goods are classed as low-end, mid-range, high-end.
This is seperate from any warranties provided by the manufacturer and may be longer or shorter than the manufacturer warranty.
Please understand the wording of ACL can be vague, subjective and open to interpretation. For any major disputes, a case may need to be raised to a tribunal or government department.
No wording on our website is intended to subvert Australian law.

Customers have the right to choose the type of remedy in the event that:
- Goods are dead on arrival (within 7 days)
- Goods are delivered damaged on arrival (must notify us within 24 hours of delivery, so an insurance claim can be raised with the relevant courier)
- Goods have a 'major' fault or develop a 'major' fault within a 'reasonable' amount of time
- Goods are not as described (must notify within a 'reasonable' amount of time)
- Goods appear to be unsafe
- Goods don't do what they are supposed to

VTech Industries has the right to choose the type of remedy in the event that:
- Goods have a 'minor' fault or develop a 'minor' fault within a 'reasonable' amount of time

VTech Industries does not have to provide a remedy in the event that:
- Customer changes his/her mind 
- Customer accidentally purchased the wrong item
- Customer purchased a product based on incorrect technical advice from anyone other than VTech Industries
- Customer 'misused' the product in a way that caused a fault
- Customer can't provide any type of proof of purchase
- Customer has returned a product as faulty but has been confirmed not faulty by VTech Industries or Supplier or Manufacturer
- Customer refuses to, or is unable to return the faulty item to us within a reasonable amount of time
- Serial numbers used to identify the product are missing or have been removed
- Any 'warranty void if removed/broken' or similar stickers have been broken/removed
- The item is physically damaged

A remedy can be in the form of a refund or replacement or repair or compensation for loss.

Original box, packaging and accessories isn't required by law, but can help speed up the warranty process

The customer is generally responsible for arranging the return of the faulty item, except where the item is considered over-size or too large to post.

The customer has the right to claim return postage costs back from us if the item is confirmed faulty.

Please contact warranty@vtechindustries.com.au first to explain the fault and obtain an RA number before returning faulty goods.

Repair/replacement is usually handled by the relevant importer/supplier or manufacturer.

The terms 'major', 'minor', 'reasonable', 'significant' are broad terms outlined by the ACCC.

If no fault is found with the product, the customer is responsible for paying any costs incurred in returning the product to them and a service fee may also apply.

MANUFACTURER WARRANTIES

Manufacturer warranties are separate from your rights under ACL and in no way affect your consumer guarantees.

All manufacturers provide their own warranties on their products that cannot be excluded under ACL. In most cases this is at least 12 months.

Under ACL you can not be forced to go to the manufacturer for warranty claims. However, please be aware some major manufacturers have service centres in Australia to deal directly with end-users, and in most cases will provide a much faster turn-around times than dealing with the reseller.

Any warranty periods stated on our product names or descriptions are manufacturer warranty periods.

BUYERS REMORSE RETURNS

Under Australian Consumer Law, businesses are not obligated to accept returns based purely on a change of mind or ordering the wrong item, however in most cases we can accept a return and refund for "change of mind" or "accidentaly ordered the wrong item" within 7 days of delivery. Some exceptions do apply, see the bottom of this section

The customer is responsible for any costs involved in returning the item to us, and any original freight costs are not refundable.
The item must be in original, 're-sellable as new' condition (this means brand new, any seals or shrinkwrapping must still be intact, no signs of it being opened or used).
Serial numbers are recorded on a majority of items, this must also match our internal records
Refund will be via the exact same method you original paid with.

Effective late 2019 - Unfortunately it has become industry standard for payment processors/gateways to no longer refund the original payment fees to the merchant (us) when issuing a refund. Therefore all approved buyers remorse returns will incur a 2% fee.

PLEASE NOTE: We are unable to accept buyers remorse returns for the following items:
- Printer consumables such as Toners, Ink, Drums, Maintenance kits, Waste, Paper, Labels etc
- Phone/Tablet/Notebook cases, covers, bags and screen protectors (Hygiene reasons)
- Adult items (Hygiene reasons)
- Earphones and Headphones (Hygiene reasons)
- Eyewear (Hygiene reasons)
- Health, Beauty, Massagers (Hygiene reasons)
- Framed Wall Art Prints and Framed CD and Vinyl Art (These are custom made to order)

PLEASE NOTE: We are unable to accept buyers remorse returns in the following circumstances:
- First time customers wanting to return multiple items (more than 1)
- Returning a bulk quantity of items, where we suspect the buyer was attempting to resell unsuccessfully

OTHER

The repair/replacement of your storage devices may result in the loss of user-generated data. Please ensure that you have made a copy of any data saved.