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

    - Please refer to the Delivery page for detailed information

     

    PRODUCTS AND PRICE

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

    The stock levels displayed on the website are a combination of various warehouses and locations.
    Some limited stock at our own Perth warehouse, stock available for dropship from our suppliers around Australia, and also some stock we keep at a 3PL warehouse in Sydney

    WA - A combination of any stock at our own warehouse and stock available from our local suppliers
    NSW/VIC/QLD/SA - Stock available from our various suppliers and ready to dropship direct to end-users


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

    EFFECTIVE MAY 2020 - Due to a significant increase in demand and ongoing stock shortages (due to COVID-19 pandemic), we have suspended price matching for the foreseeable future.

    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 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 responsible for any costs involved in returning faulty goods, except where the costs are considered 'significant'.
    If paying via Paypal, any claims for re-imbursement of return postage must be done via Paypal's "Refunded Returns". The fees/surcharges we pay Paypal per transaction go towards policies like this.
    https://www.paypal.com/au/webapps/mpp/returns

    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.

    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

    In most cases we can accept a return and refund for "change of mind" or "accidentaly ordered the wrong item" within 7 days.

    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 resellable condition (brand new, any seals 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 - Paypal no longer re-imburses fees to sellers when issuing a refund. Any buyers remorse refunds via Paypal will incur a 2% fee.



    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.


    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).
    We strongly recommend first time customers placing high value orders to pay via a verified Paypal account, or bank transfer (Direct Deposit) only.
    Any orders paid with credit card that we deem to be high fraud risk will be cancelled/refunded immediately without notification.

    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 2% surcharge.

    Regular business clients may be able to pay by purchase order, on account (7/14/30 days)

    Effective October 2019: Any order cancellations prior to shipping, that were paid by Paypal, will incur a 2% fee as Paypal no longer refunds the fees to sellers.

    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