We understand that sometimes you may need to return a product you have purchased from Innovations Australia Pty Ltd, to assist you, we have set out our Return Policy highlighting key points that you should know.
For any product return, contact our service team at email@example.com to receive a Return Authorisation Number (RA #). Items returned without a RA # will still be accepted however returns with a RA # will be treated as a priority over those without. The RA # should be quoted when enquiring about the progress of your return. You can also download the RA form here.
Any cost incurred in returning the item will be borne by the customer unless the product is deemed to be Dead on Arrival.
Please Retain your Invoice
To obtain a refund, exchange or repair a product purchased from Innovations Australia Pty Ltd, you must have clear proof of purchase. If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether to accept your product for return.
Once proof of purchase has been established, if the product fault can safely and clearly be determined in-store, we will offer you either a refund, exchange, or repair. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine in-store (for example if it is an electrical or software item), we will need to return or consult with the manufacturer or repair agent to determine the fault and resolution.
The manufacturer or their agent will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, the manufacturer will determine whether:
- There is no fault found.
- There is a minor fault that can be easily repaired within a reasonable time frame.
- There is a major fault found and the customer is to be offered a replacement or a refund.
- The product has been damaged or abused through misuse.
- Where there is no fault found, the product will be returned to the customer. Return freight costs may apply.
When assessing a product fault, it is up to you whether you would prefer to deal with Innovations Australia Pty Ltd or the manufacturer directly. When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
Unfortunately, Innovations Australia Pty Ltd cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Innovations Australia Pty Ltd, the manufacturer or repair agent.
What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, we strongly recommend that you contact us. It is our experience that often when customers believe the product they purchased is faulty; it can be resolved with some basic ‘troubleshooting.
What should I do if the product I am returning contains electronic data such as digital photos etc?
If you need to return an item that is capable of retaining user-generated data, such as a camera or media card please note that assessment and/or repair of the item may result in the loss of data. Innovations Australia Pty Ltd recommends you save any data as a backup, external to the device where possible.
Repair Notice: Please be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Product Exclusions List
(Products below may not be returned unless they breach a guarantee under the Australian Consumer Law)
- Custom Made or Built to Order products.
- Special ordered products.
When a refund is granted, we will refund the original purchase price via the method of payment indicated on the invoice.
Refunds will be in Australian Dollars, for currencies other than Australia Dollars the exchange rate on the day of refund will be used. Any loss including bank charges due to currency change will be borne by the customer.