Warranties and Returns Process
Warranties and Returns Process
All products sold by Intraware Australia PTY Ltd are covered by the manufacturers’ warranty as well as the rights of our customers under Australian consumer law. It is the customer’s responsibility to ensure that the product purchased is compatible and suitable for their particular purpose. Please always consult with Intraware staff prior to purchase if any specification, system requirement or product feature is unclear; or you require any additional information to ensure the product is suitable and compatible with your equipment and environment.
Please allow between 2-21 days for your order to arrive, dependent on if we have the item in stock. If more than 21 days have passed please email us at firstname.lastname@example.org to review the status of your order.
On receipt of your order, please ensure order is complete and all items are as ordered and undamaged. Any claims for shortages, errors or damages must be advised to Intraware within 48 hours of receipt. If the package arrives damaged, advise the delivery person and/or please contact the carrier directly so they can inspect the package and determine the best course of action – this may include insurance processes. Please try to keep all the boxes, packaging, manuals, accessories and do not register the product or fill out warranty cards until you are certain the product is suitable and that it is functioning correctly.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and the item(s) were not purchased by mistake or you have a change of mind.
Additional non-returnable items:
Downloadable or Licensed software products. To complete your return, we require a receipt or proof of purchase and you must also obtain a Return Authorisation Number (RA Number) from Intraware by emailing a request to email@example.com. DO NOT return goods until you have received a RA number.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error Any item that is returned more than 15 days after delivery.
Items that were purchased by mistake or you have a change of mind.
If goods are faulty:
On receipt of goods, we will confirm the fault and repair or replace your goods based on the terms and conditions of the manufacturer’s warranty. Intraware will endeavour to make this turn-around time as short as possible, but advises that delays may occur where manufacturer repair facilities are located internationally. The customer will bear the cost of reshipping return goods after repair or replacement if the goods are NOT found to be covered by warranty or consumer law. If goods are returned as faulty, and no fault is found, a 25% re-stocking fee may apply.
As per consumer law, customers do not have a right to return a product if they:
- changed their mind and no longer want the product
- ordered the wrong product
- found the product cheaper elsewhere
- found a better product elsewhere
- were aware of the relevant fault before buying the product – for example, if the fault was written on the product’s tag, or for online purchases, indicated in any photos or descriptions of the item online
- damaged the product by misusing it – for example, if they dropped a mobile phone in the water
- used the product for a long time and the problem is as a result of usual wear and tear.
We recommend you confirm the suitability of a product with Technical Specifications prior to purchase. Goods may be accepted at the discretion of Intraware Australia if incorrectly purchased, subject to terms and approval. A restocking fee of 25% may be charged. Credit for refunds will be provided on return and final assessment of goods only.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.