We want you to be happy with your purchase. If you are not completely
satisfied, you can return the product to us and we will either repair /
replace it, or credit your account, subject to the below terms. This
Policy applies to products bought from BuyWise.
This Policy forms
part of the BuyWise Terms and Conditions, and so words defined in the
Terms and Conditions have the same meaning in this Policy, unless the
context indicates otherwise. Nothing in this Policy is intended to limit
your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
package your products safely and securely for protection during transit;
clearly mark your return reference number on the outside of the parcel; and
include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
it is undamaged and unused, with the original labels and stickers still attached;
it is not missing any accessories or parts;
you log a return on the Website within 30 days of delivery to of the
unwanted product. After 30 days, you can only return a product if it is
defective; and
it is not one of the products listed below.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
a precious metal product of any variety;
a product which has been personalised for you or made to your specifications; or
a foodstuff, beverage or other product intended for everyday consumption;
We
will collect the product from you at no charge. Once we have inspected
the product and validated your return, we will credit your account with
the purchase price of the product within 10 days of the return (or
refund you if that is your preference).
Not what you ordered?
If
we accidentally deliver the wrong product to you, or if the product is
not as described on the Website, please notify us and we will collect
the product from you at no charge. If the product is missing any
accessories or parts, you will need to follow the process set out in
section 2 below. Once we have inspected the product and validated your
return, we will at your choice deliver the correct product to you as
soon as possible (if the correct product is available); or credit your
account with the purchase price of the product within 10 days of the
return (or refund you if that is your preference).
2: Products damaged on delivery
Should
a product be damaged or missing any parts or accessories at the time of
delivery / collection, please notify us within 7 days of such delivery /
collection by logging a return on the Website.
We will arrange to
collect the product from you at no charge. Once we have inspected the
product and validated your return, we will at your choice repair /
replace the product as soon as possible (if such repair is possible/ we
have the same product in stock to use as a replacement) or credit your
account with the purchase price of the product (or refund you if that is
your preference).
3: Defective products
We do our best to ensure
that the products we deliver to you are of a high quality, and in good
working order and without defects.
What is a defect? A defect is a
material imperfection in the manufacture of a product or any
characteristic of a product, which makes the product less acceptable
than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
faults resulting from normal wear and tear;
damage arising from negligence, user abuse or incorrect usage of the product;
damage arising from electrical surges or sea air corrosion;
damage arising from a failure to adequately care for the product;
damage arising from unauthorized alterations to the product;
where the specifications of a product, although accurately described
on the Website and generally fit for its intended purpose, do not suit
you; and
Standard Warranty
If you have received a product which
turns out to be defective or otherwise of poor quality (save for direct
warranty products which are discussed below), please notify us as soon
as reasonably possible after you become aware of the defect or poor
quality, but in any event within 6 months after delivery / collection of
the product (except in the case of an extended supplier warranty, which
is set out below).
You can do so by logging a return on the Website,
and we will arrange to collect the product from you at no charge. Once
we have inspected the product and validated your return, we will at your
choice repair / replace the product (if such repair is possible / we
have the same product in stock to use as a replacement) or credit your
account with the purchase price of the product (or refund you if that is
your preference). If the repair / replacement takes longer than 21
days, we will get in touch with you to see if you would rather receive a
credit / refund.
Where there is no extended supplier warranty
period, unfortunately we cannot facilitate returns that fall outside of
the 6 month period.
4: Charges and refunds
If you return a
defective product to us, but you fail to return all of the accessories
and parts that were sold with that product, we are entitled to (subject
to applicable law) to refuse the return, only to replace the item that
you did return, or to estimate the value of the missing accessories and
parts and only to credit or refund you in respect of the returned item.
If
you return a product that does not comply with this Policy, you may be
liable to reimburse BuyWise for the cost of collecting the product from
you and the cost of having the product returned to you.
Please note
that we only refund to the payment method that you originally used –
i.e. payment by credit card will be refunded to the same credit card,
payment by EFT will be refunded to your nominated bank account.