Information

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
 

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. 

Upon pickup you will need to sign for your order and first time customers will need to provide ID matching the name on the order, and if paid by credit card, present the same credit card for verification.

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:
- Business clients who have 7-30 day terms accounts or prior arrangements
 

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 Melbourne

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

 

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.

If the item is confirmed faulty, the customer has the right to claim reimbursement for reasonable costs they paid to return the product (please keep postage receipts etc)

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 "accidentally 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 originally 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.

ORDER PROCESSING

Paypal/Credit Card/Apple Pay/Google Pay - Initially we receive a payment 'authorisation' only. This will appear on your statement as 'pending' or 'authorised'. Once we have checked and confirmed your order we will 'capture' the 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 during checkout. 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 either be attached to your package or attached to the dispatch email.

Direct Deposit - Once you place an order, direct deposit details are automatically emailed to you so you can arrange payment. 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 during checkout. 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 either be attached to your package or attached to the dispatch email.

Purchase order (for approved business clients only) - Once you place an order, your stock is reserved asap. 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 during checkout. 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 either be attached to your package or attached to the dispatch email.

In the event of a stock discrepancy or stock error on the website - we will never force a customer to wait or backorder an item due to our mistake and will always give you the option to cancel and refund.

PAYMENT

We accept payment via all major credit/debit cards, Paypal or Bank Transfer (Direct Deposit) as well as Apple Pay and Google Pay.
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.

Regular business clients may be able to pay by company purchase order and terms account (7/14/30 days)

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

CREDIT CARD SECURITY AND FRAUD PREVENTION

Credit card fraud costs Australian businesses around $500 million a year due to fraudulent chargebacks.
We have implemented a very strict policy with accepting credit card payments for first time customers.

FOR FIRST TIME CUSTOMERS ONLY

IMPORTANT: We are unable to process orders where the IP address is outside of Australia, this includes the use of VPNs, TOR etc to mask an IP address. Also, we can only process credit cards that are issued by Australian banks. Any orders placed with a non-Australian credit card will be cancelled and refunded without notification.

First time customers are strongly recommended to pay via a verified paypal account or bank transfer only, to avoid any dispatch delays or cancellation of your order.

If you still wish to pay by credit card, please see requirements below:

- Able to go through our extra verification process outlined at the bottom if requested by us
- Checkout with a valid business or ISP email address is strongly recommended
- Accept there may be delays to dispatch whilst we do various checks behind the scenes to ensure the order and payment is genuine.

We reserve the right to cancel and refund any order that doesn't meet the critera above, or any order we deem, or our payment gateway flags, as having any risk of payment fraud.

First-time customers may undergo a check to verify they are the credit card account holder.

This is a very simply process where we will email you asking for the 4 digit number that is appended to the end of your online credit card statement

It will appear on your statement as (under 'pending' or 'authorised'):
SP VTECH INDUSTRIES #### 

Credit card transactions should appear 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.

REGULAR/RETURNING CUSTOMERS

Customers with prior purchase history and an account in good standing may disregard the information above and are welcome to pay via any payment method.

WEBSITE

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