Frequently Asked Questions

    We are a registered Australian business and registered for GST
    A tax invoice is provided with every order

    VTech Industries ABN: 54 074 381 304
    Unitek Enterprise ABN: 40 529 476 323

    - Extensive information on the Profile and Contact pages

     

    PICKUP

    PICKUP / DROPOFF CENTRE:
    Unit 20 (Rear Warehouse)
    24 Baile Rd
    Canning Vale, WA 6155
    Detailed directions

    PLEASE NOTE: This is simply a pickup/dropoff location.
    Unfortunately we are unable to accommodate walk-in sales or changes to orders.

    You must place your order online first (and pay) and wait for an email stating your order is ready for pickup, before visiting.
    PLEASE NOTE: Minimum order for pickup is usually $50. If you wish to place a pickup order under $50, please contact us first and we will try to accomodate if possible. 

    IMPORTANT: Please refer to the specific pickup information and lead-times shown on every product page

    If you require same day collection, we can usually arrange this, please contact sales@vtechindustries.com.au before ordering for the fastest response.

    Upon pickup you will need to sign for your order and if paid with credit card, we may request to see the same credit card.
    You may also need to show ID such as drivers license (usually only for high value orders).

    Can I place an order online and pay on pickup?
    In most cases your order must be fully paid and cleared before it can be processed and ready for pickup
    The only exception to this is:
    1) Business clients who have 7/14 day accounts or prior arrangements
    2) Ebay buyers who have selected cash on pickup

     

    DELIVERY

    - Extensive information and maps on the Delivery page

     

    PRODUCTS AND PRICE

    All prices listed are in Australian dollars ($AUD) and are inclusive of GST

    The stock levels displayed are a combination of stock at the warehouse and stock availability immediately from local suppliers
    Updated once or twice a day (check home page for latest update date/time)

    Green - Good stock availability, either at our warehouse or available for immediate transfer from local supplier
    Yellow - Less than 3 units available, either at our warehouse or available for immediate transfer from local supplier
    Red - No stock available from any of our suppliers. Contact us for an ETA
    Blue - We can order in from eastern states supplier on the next available transfer (no extra charge)
    Blue (with ETA) - ETA is the supplier ETA, please allow an extra 1-2 business days before we can receive stock 

    We may be able to price match/beat on certain brands and products. You can email your request to sales@vtechindustries.com.au

     

    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 for processing

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

    All parts are covered by at least a 1 year RTB warranty with VTech Industries. (Except Software and Consumables which are usually 3-6 months)
    VTech Industries will also cover repair/replacement for the length of the manufacturer warranty period in the event the manufacturer doesn't allow end users to claim warranty directly through them.
    Please note: Any warranty periods stated in the product description or product name are manufacturer warranty periods.

    Customers have the right to choose the type of remedy in the event that:
    - Goods are dead on arrival (within 7 days)
    - Goods have developed a 'major' fault during the 1 year warranty period
    - 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 is unable to provide a repair/replacement of a 'minor' fault within a 'reasonable' amount of time

    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 during the warranty period
    - 1 year RTB warranty has expired but the manufacturer warranty is still valid
    - Goods are missing non-essential accessories/parts

    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
    - 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

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

    The customer is responsible for any costs involved in returning faulty goods, except where the costs are considered 'significant'.

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

    Warranty repair/replacement is handled by the relevant supplier or manufacturer. Average lead times are:

    DOA within 7 days - we will endeavour to replace/refund within 1-3 business days
    Well stocked item - usually no more than 1 week
    Occasionally stocked item - Please allow 2-3 weeks
    Discontinued item - Will be returned to overseas factory, please allow about 4 weeks

    Please note: Times listed above are a general guide only and are in no way guaranteed.

    Some manufacturers only offer warranty direct to the end-user for certain products after the DOA period (ie, Most consumer electronics such as Monitors, Printers, Notebooks etc). If you are unsure who to lodge a warranty claim through, please contact warranty@vtechindustries.com.au

    The terms 'major', 'minor', 'reasonable', 'significant' are broad terms outlined by the ACCC.
    In the event that both VTech Industries and the consumer can't come to a fair agreement on a remedy, the case will be raised to the ACCC for review.

    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.

    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.


    ORDER PROCESSING

    Paypal - If you pay with Paypal, we receive a payment 'authorisation' from Paypal. Once we have checked and confirmed your order we will 'capture' the funds. In the event of a backorder, we will contact you to confirm ETA before capturing your funds. Shortly after, your order is picked/packed and made ready for pickup or despatch. We endeavour to despatch all orders same or next business day. If you are picking up your order, please take note of the pickup lead-time shown on every product page. When your order has been dispatched or ready for pickup, you will receive an email notifying you of this, along with the consignment number (if applicable). Your tax invoice will be attached to your package (unless you request otherwise). Any suspected fraud orders will be cancelled and refunded immediately.

    Credit Card - Orders paid via credit card are processed in real-time. (In the event of a backorder, we will contact you to confirm ETA and how you wish to proceed). Shortly after, your order is picked/packed and made ready for pickup or despatch. We endeavour to despatch all orders same or next business day. If you are picking up your order, please take note of the pickup lead-time shown on every product page. When your order has been dispatched or ready for pickup, you will receive an email notifying you of this, along with the consignment number (if applicable). Your tax invoice will be attached to your package (unless you request otherwise). Any suspected fraud orders will be cancelled and refunded immediately. 

    Direct Deposit - Once you place an order, direct deposit details are automatically emailed to you so you can arrange payment. Should a product be out of stock or have no ETA, you will be informed so you have a chance to change or cancel your order. When we have received your confirmation of payment, your stock is reserved. Shortly after, your order is picked/packed and made ready for pickup or despatch. We endeavour to despatch all orders same or next business day. If you are picking up your order, please take note of the pickup lead-time shown on every product page. When your order has been dispatched or ready for pickup, you will receive an email notifying you of this, along with the consignment number (if applicable). Your tax invoice will be attached to your package (unless you request otherwise).


    PAYMENT

    We accept payment via Visa/Mastercard credit/debit card, Paypal or Bank Transfer (Direct Deposit).
    There is no surcharge for any payment type if the order is placed online.

    However, any credit card payments done on pickup (through prior arrangements) will have a 1.6% surcharge.

    Regular business clients may be able to pay by account (7 or 14 days)

    Details for bank transfer:
    Account Name: Unitek Enterprise
    BSB: 016318
    Account Number: 191831535
    Bank: ANZ


    CREDIT CARD SECURITY AND FRAUD PREVENTION

    In accordance with our security and anti-fraud policy, first-time customers may undergo a check to verify they are credit card account holder.
    This involves us charging a very small amount ($0.xx) to the same credit card and the customer confirming this amount back to us.

    If this check is required, we will email the complete details to the customer as soon as possible.

    It's a quick and simple process:

    1) First time customer places order online and pays via credit card
    2) We charge a separate nominal fee ($0.xx) to the same credit card (This is a manual process and can only be performed during business hours)
    3) We email the customer informing them to check their statement
    4) Customer checks their online statement and replies to the email with the correct $0.xx amount charged
    5) Order is processed and despatched as normal

    Credit card transactions should appear almost instantly in online statements, so there should be no delays to an order if the customer can check and reply straight away.
    It is a once off process for new customers and will not be required again for future orders.

     

    WEBSITE

    Please review our terms and conditions / privacy policy pages for more information