Returning a box or accessory
You may return most new, unopened items within 7 Days of delivery for a refund, 25% restocking fee will apply. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You must contact us to get a return authorization number and shipping address before you can return the product to us.
No returns without a Return Authorisation Number
NO RETURNS WILL BE ACCEPTED WITHOUT A RETURN AUTHORIZATION NUMBER.
Email [email protected] with your order reference to request one. A return address is issued with your Return Authorisation Number. Do not send anything back before you have one.
How long a refund takes
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request (5 to 10 business days).
Refunds are issued to the original payment method and in the original currency of the order. We do not refund to a different card or account.
Faulty, damaged or incorrect items
If we sent the wrong item, or the item arrived damaged or faulty, the return is our error. In that case we pay the return shipping, no restocking fee applies, and you choose between a replacement and a full refund.
Tell us within a reasonable time of noticing the problem and keep the packaging until the return is resolved.
Subscriptions, recharges and activation codes
Subscription terms, recharge credit and activation codes are digital goods. Once a code has been issued to you, or credit has been applied to your device or account, it has been supplied in full and cannot be returned or refunded — there is nothing to send back and the value cannot be recovered from the provider.
If a code does not work, that is a fault, not a return: contact us and we will either resolve the activation with the provider or issue a replacement code. Unredeemed codes are covered for 30 days.
Because these are one-time payments rather than recurring subscriptions, there is nothing to cancel. Your service simply ends when the term you paid for runs out.
What we cannot accept
- Items returned without a Return Authorisation Number.
- Items received back more than 7 days after delivery, unless a longer right applies in your country.
- Hardware that has been opened, used, registered to an account, or is missing its remote, cables, power adapter or packaging.
- Items damaged after delivery by misuse, incorrect voltage, liquid or physical impact.
- Activation codes that have already been redeemed, and recharge credit already applied.
Your rights where you live
This policy sits on top of the consumer rights you already have. Where the law in your country gives you more than this policy does, the law applies and we will honour it. In particular, the restocking fee is never charged on a faulty item or on a return caused by our error.
Consumer rights by country
We sell into 6 markets and the law differs in each. The rights below cannot be excluded by anything written above — where they give you more, they win.
Australia
Australian Consumer Law (ACL)
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights, and the restocking fee below is never applied to a faulty item.
New Zealand
Consumer Guarantees Act 1993 and Fair Trading Act 1986
Goods sold to consumers in New Zealand carry guarantees of acceptable quality, fitness for purpose and correspondence with description. Where goods fail to meet a guarantee you may be entitled to repair, replacement or a refund. These rights apply in addition to, and are not limited by, this policy.
United Kingdom
Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013
Goods must be of satisfactory quality, fit for purpose and as described. You have a short-term right to reject faulty goods within 30 days of delivery. Separately, because this is a distance sale, you have a 14-day cooling-off period from the day you receive the goods in which you may cancel for any reason; where that right applies it overrides the shorter window and the restocking fee set out below. Digital content supplied immediately is excluded from the cooling-off right once you have agreed to immediate supply and acknowledged the loss of that right at checkout.
United States
FTC Mail, Internet or Telephone Order Merchandise Rule and applicable state law
We ship within the time stated at checkout or, where no time is stated, within 30 days, and will offer you the choice of a revised date or a refund if we cannot. Some states grant additional rights, including implied warranties of merchantability. Where state law gives you more than this policy does, state law applies.
Canada
Provincial and territorial consumer protection legislation
Consumer protection is governed provincially. Most provinces imply conditions of acceptable quality and allow cancellation where goods are not delivered within 30 days of the promised date. Quebec residents additionally benefit from the Consumer Protection Act, including rules on distance contracts. Where provincial law gives you more than this policy does, provincial law applies.
Singapore
Consumer Protection (Fair Trading) Act and the Lemon Law provisions
Goods must conform to the contract at the time of delivery. If they do not, you may require repair or replacement and, where that is not possible or reasonable, a reduction in price or a refund. These rights apply for up to six months from delivery, during which a defect is presumed to have existed at delivery.
Questions about this policy
Email [email protected] — Mon–Sat, 9am–8pm AEST. We answer policy questions in writing so you have a record of the answer.
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