Refunds & Returns
Information regarding the return of products purchased from Instant IT. If you can't find the information you need, please use the Contact Page or phone 1300 862 553.
DOA, Damaged or Incorrectly Shipped Products
If your product is dead on arrival, damaged in transit or incorrectly shipped, contact your Account Manager or our Sales staff. To expedite your return, we recommend that these products be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so we must receive the returned product into our warehouse within this period.
You will need the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:
- Name and contact details of original purchaser
- Invoice number or order number
- Part number of product to be returned
- Item serial number(s)
- Date on packing slip or invoice
- Whether the product box has been opened
- Reason for return
You will need to package and address the product for return. You can return the product to one of our warehouses or we will arrange to pick the product up from you. We will only arrange to collect goods that are dead on arrival, damaged in transit or incorrectly shipped. You will need to keep a copy of the consignment note as proof that the product has been picked up from you.
We will test all products returned this way within 7 working days of receipt into our warehouse. Some products 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 will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 7 days of receipt of invoice.
If we (or the manufacturer) determine 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 us to you, you should:
- refuse to accept delivery of the product,
- direct the courier to "Return goods to sender" and
- notify our Sales staff immediately.
If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Sales staff immediately.
If your 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 and you will 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 we (or the manufacturer) decide 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 incorrectly shipped (different to the one you ordered), we will arrange for the product to be collected from you.
If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will 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 the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.
All other Products
For all other returned products you will also need a Return Authorisation Number. Contact us to receive your Return Authorisation Number.
You must make sure 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 us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted. Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible.
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.
Unopened Product
Except for product sold on a "No Return Basis" we offer a 14-day return policy for product in its original, unopened and undamaged packaging.
You must contact our Sales staff within 14 days of shipping of the product to return a product in this way.
You will be issued with a Return Authorisation Number. You will need to package and address the product for return. We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.
For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.
Faulty Product
If you receive a faulty product or the product develops a fault, you may be able to return it as dead on arrival or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer's warranty.
All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer's warranty claim.
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