Cart  

product (empty)
 

TERMS AND CONDITIONS


1. SPY SUPPLY RETURNS POLICY

At Spy Supply, we are committed to providing our customers with the best products and services.

 

Please note that all products, with the exception of ex-demo, soiled, clearance, second hand, imperfect or damaged products, are sold with a manufacturer’s warranty, unless otherwise specified.

 

For all tech support, please email: gadgets@spysupply.com.au

 

2. DOA, DAMAGED, MANUFACTURER-APPROVED RETURNS AUTHORITY OR INCORRECTLY SHIPPED PRODUCTS

If your product is dead on arrival, damaged in transit, has a manufacturer-approved return authority or is incorrectly shipped, contact our Customer Service team. To expedite your return, the product must be returned to us within 14 days of purchase. Please fill out a 'Returns Form' and email it back to Spy Supply before sending back goods.

You will need to package and address the product for return including all accessories and manuals. You must ensure that the returned product is suitably packaged to prevent damage during return shipping. Spy Supply will not accept responsibility for goods, which are damaged whilst in transit back to us.
Spy Supply will test the returned product within 7 working days of receipt into our warehouse. The product may need to be returned to the manufacturer for testing.

If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You may be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice. If Spy Supply (or the manufacturer) determines that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs. If you receive a product that is damaged in transit from Spy Supply, you should:

 

Refuse to accept delivery of the product;

Direct the courier to "Return goods to sender"; and

Notify our Customer Service team member via email within 24 hours of receipt of delivery.

 

3. OPENED PRODUCTS

Spy Supply will not accept any opened product(s) for return unless the product(s) is returnable under this policy, or under a Spy Supply Extended Warranty, a manufacturer’s warranty or other contract or law. Examples of opened product(s) which Spy Supply accept for return are:

 

Dead on arrival, damaged in transit, manufacturer approved return authority or incorrectly shipped product(s)

Product(s) which develop a fault due to a cause occurring prior to purchase

Product(s) of un-merchantable quality

Product(s) that fails to perform to the manufacturer’s specifications

Product(s) that fails to perform as advertised

 

Spy Supply at it's sole discretion may accept opened product(s) outside of the Returns Policy, a restocking fee for this service may be charged.

 

4. RETURN OF FAULTY PRODUCTS

Upon receipt of a faulty product, Spy Supply will return the product to the manufacturer or its authorised service centre or agent for assessment. If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, Spy Supply will offer you a repair, replacement or credit, as appropriate. If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty or extended warranty (where applicable), then Spy Supply will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you a quote rejection fee. Once the product is returned, Spy Supply will arrange return delivery of the product to you. Where the product fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), Spy Supply will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product(s) to you.

 

5. NO RETURN BASIS PRODUCT

Unless the product is dead on arrival, damaged in transit, incorrectly shipped or otherwise returnable under:

A Spy Supply Extended Warranty, manufacturer’s warranty or other contract or statute; or Statutory warranty (e.g. if the product is faulty, does not match a description or sample, is unfit for purpose or un-merchantable);

The product will not be accepted for return:

 

Examples of products sold on a no return basis include:

Ex-demo products

Clearance products

Products with a "Price Markdown" label

Products with a "No Return basis" label

Products specially ordered for a customer

Products listed on the packing slip or invoice as "No Return"

 

Examples of no return basis products which we would accept for a return are:

Dead on arrival or damaged in transit products;

Products not of merchantable quality;

Products that fails to perform to the manufacturer’s specifications;

 

6. PROCESSING CREDITS / REFUNDS

Spy Supply will normally issue a credit note within 7 working days of Spy Supply receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases within our online store. Spy Supply does not offer refunds.

 

In some circumstances, a replacement product or repair will be offered instead of a credit. Spy Supply will consult with you and act in accordance with relevant warranties, other contracts and statutes. If Spy Supply chooses to have the product replaced or repaired, Spy Supply will do this at our cost and return the product (or its replacement) to you promptly.

 

7. NON-WARRANTY SERVICE AND REPAIRS

All claims for service not covered by any kind of warranty can still be repaired by our technicians. You must ensure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to Spy Supply. Spy Supply will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.

 

Upon receipt of the product, Spy Supply will return the product to the manufacturer or its authorised service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, Spy Supply will advise you of the quoted repair costs and ask if you wish to proceed with the repair. Once the product is returned to Spy Supply, we will arrange return delivery of the product to you. Spy Supply requires payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.