Shipping and Returns

Ship By ITBOX

If a buyer requests the item to be shipped by ITBOX, then the buyer is agreeing to use our courier for delivery of the item. ITBOX will determine what shipping method to use based on the item purchased. Once the item is shipped out, you will be notified with an email and it is your own responsibility to be at home for the delivery. A consignment note will be left at the front door if you have missed the delivery and you will have 7 days to ring them up for re-delivery. If the item gets returned to us at ITBOX, we will have the right to charge you an additional shipping cost for the item to be re-delivered.

All items shipped by ITBOX will be covered with a insurance of up to $1000. Items lost or damaged will be covered up to $1000. For any additional insurance coverage please contact our sales team sales@itbox.com.au. ITBOX welcomes you to use your own courier or pick up the item at our office (if the product is available).

ITBOX endeavours to fulfil its commitment to the stated delivery schedule but cannot guarantee to meet scheduled delivery times on all occasions. Delivery times are indicative only and ITBOX does not accept any liability for failure to meet scheduled delivery times or any inconvenience caused as a consequence.

Shipping Cost

All shipping costs will be automatically calculated by our system. You can try click on the "buy now" button and a shipping cost will be prompted before you confirm the order. Do not continue with the order if you do not agree to the shipping cost.

Refunds Policy

ITBOX offers a 7-day of shipping of the product return policy on all unopened products except those sold on a "No Return Basis". We also offer a return policy on products that are "Dead on Arrival", "Damaged in Transit" or "Incorrectly Shipped". Details of our "No Return Basis", "Dead on Arrival", "Damaged in Transit" and "Incorrectly Shipped" policies are provided below.

Unless otherwise specified, the rights and benefits set out in this Returns Policy are additional to all conditions, warranties, guarantees, rights, remedies and other terms expressed or implied under ITBOX Extended Warranties (where purchased) or any manufacturer’s warranty. Details of our manufacturer’s warranty returns policy are set out below. For details on ITBOX Extended Warranties, please contact our Customer Service staff at support@itbox.com.au.

Nothing in this Returns Policy excludes, or purports to exclude, any warranties or conditions expressed or implied by the Trade Practices Act 1974 (Cwlth) or any other applicable legislation, that cannot be (or have not been) excluded by agreement. This Returns Policy must be read subject to such warranties and conditions, and all references in this Returns Policy to “statute” refer to statutory provisions that cannot be (or have not been) excluded by agreement. ITBOX HEREBY DISCLAIMS ALL OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

This Returns Policy forms part of, and is to be read in conjunction with, ITBOX’s Terms and Conditions of Purchase. ITBOX may, at its sole option, revise any part of this Returns Policy from time to time without notice. Prices and availability are subject to change without notice. Typographical, product description, pricing, images and other errors are subject to correction, even after orders and/or payment are accepted. ITBOX does not guarantee product compatibility. Under certain circumstances, products will not be eligible for return, and not all products that are eligible for return are to be returned to ITBOX. Carefully review all return policies (below) before making your purchase. Shipping charges may apply and are not refundable, except as otherwise provided under this Returns Policy, an ITBOX Extended Warranty, manufacturer’s warranty or other contract or statute.

If you still have questions after reading our Returns Policy, please do not hesitate to contact our Customer Service Staff at support@itbox.com.au

Return Procedure

All goods to be returned, whether defective or not, will require a Return Authorization Number before they can be returned.

To obtain a Return Authorization Number, click here to fill out our online form or please contact our Customer Service staff by telephone on (02) 82125387 support@itbox.com.au

You will need to supply the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorization Number:

• Our reference number
• Part number of product to be returned
• Date on packing slip or invoice
• Reason for return
• Your name and contact details.

Each Return Authorization Number is only valid for one (1) product and must match the product authorized for return.

Return Authorization Numbers are only valid for 7 days, so we must receive the returned product into our warehouse within this period; otherwise, the return may not be accepted if it is returned as “Unopened Product” (see below).

It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted if it is returned as “Unopened Product”.

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.

ITBOX

For "Dead on Arrival"or "Incorrectly Shipped" product, ITBOX may arrange at our discretion for the product to be picked up for return to ITBOX. The method might vary depending on the product. For all other returns, subject to any rights the customer might have under a ITBOX Extended Warranty, manufacturer’s warranty or otherwise under contract or statute, the customer is responsible for all costs associated with return of the product to ITBOX and ITBOX will not pay or reimburse any associated costs.

ITBOX recommends that products returned by post be sent by registered or certified mail. ITBOX accepts no responsibility for loss or damage occurring in transit on return to ITBOX

If a product is not “Dead on Arrival”, “Incorrectly Shipped” or otherwise returnable under this Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to you at your cost.

ITBOX will test all products returned as “Dead on Arrival” or “Incorrectly Shipped” within 7 days of receipt into ITBOX’s warehouse. Some products may need to be returned to the manufacturer for testing. If your product is in full working condition or any defects or damage can be shown to have been caused after you took receipt of the product, it will be returned to you and you will be invoiced for the processing and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Unless stated otherwise under this Returns Policy, any ITBOX Extended Warranty, manufacturer’s warranty or other contact or statute, ITBOX reserves the right to refuse any returns that:

• Are incomplete or missing parts.
• Are not returned in their original packaging.
• Show signs of physical damage to the product or its packaging.
• Do not include a valid Return Authorization Number on the shipping label.
• Have an expired Return Authorization Number.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

As an alternative to the above, you could personally visit one of ITBOX's retail outlets with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.

If the product is eligible for return, you can then complete a request for Return” form at the time of returning the product and have a Return Authorization Number issued. With the exception of “Unopened Product” (see below), we cannot process the return immediately, and will process the return via the same procedures as detailed above once the product is received by our staff at the retail outlet.

Dead on Arrival Product

In the event that you receive a product that is not in working order, you should notify our Customer Service staff immediately upon receipt of the product.

In the event that a product develops a fault that appears to have been caused during its manufacture or otherwise prior to purchase (excluding, for example, faults due to willful damage, environmental conditions or customer misuse post-purchase), you should notify our Customer Service staff immediately upon noticing the fault so we can process the return as a Dead on Arrival Product.

You will be issued with a Return Authorization Number in accordance with the above procedures.

If possible, you should package and address the product for return in accordance with the above procedures (see “Return Procedures”). To minimize processing time and potential difficulties in proving the cause of damage, we recommend that all "Dead on Arrival Products" be returned to ITBOX within 7 days of purchase.

The quickest method for replacement or refund is to send the product back to us as soon as possible. As always, a registered or certified method of delivery is favourable to prevent loss or further damage.

If it is reasonably determined, by ITBOX or the manufacturer, that the product is not defective, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

For products which are determined, by ITBOX or the manufacturer, to be “Dead on Arrival”, a credit will be issued for the original purchase price of the product returned and the freight costs associated with the initial delivery to you.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Damaged in Transit Product

All item shipped by ITBOX will be covered up to $1000 insurance. In the event that you receive a product that appears to have been “Damaged in Transit” – that is, damaged in transit from ITBOX to you – you should:

• Refuse to accept delivery of the product.
• Direct the courier to "Return goods to sender".
• Notify our Customer Service 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 Customer Service staff immediately.

You will be issued with a Return Authorization Number in accordance with the above procedures.

If possible, you should package and address the product for return in accordance with the above procedures (see “Return Procedures”). To minimize processing time and potential difficulties in proving the cause of damage, we recommend that all "Damaged in Transit Products" be returned to ITBOX within 7 days of purchase.

The quickest method for replacement or refund is to send the product back to us as soon as possible. As always, a registered or certified method of delivery is favourable to prevent loss or further damage.

If it is reasonably determined by ITBOX that the product has not been damaged in transit, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

For products which are determined by ITBOX to be damaged in transit, a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Incorrectly Shipped Product

In the event that you receive a product that' is different to the one ordered (“Incorrectly Shipped Product”), you should notify our Customer Service staff immediately upon receipt of the product.

You will be issued with a Return Authorization Number in accordance with the above procedures. If possible, you should package and address the product for return in accordance with the above procedures (see “Return Procedures”).

For all “Incorrectly Shipped Products”, a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you. We recommend you return the product to us as quickly as possible registered..

If it is found by ITBOX that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Unopened Product

Except for product sold on a "No Return Basis" as detailed below, ITBOX offers a 7-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Customer Service staff within 7 days of shipping of the product; otherwise, we cannot authorize a return.

You will be issued with a Return Authorization Number in accordance with the above procedure.

You will need to package and address the product for return in accordance with the above procedures (see “Return Procedures”).

You will need to arrange for return delivery of the product to the address listed in the above procedures. ITBOX will not pay nor reimburse any costs associated with a customer-organized shipment of "Unopened Product".

For products which are found to be in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.

If it is found by ITBOX that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Faulty Product

In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it under one of the "Dead on Arrival Product" or “Damaged in Transit Product” procedures above. Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

In such cases, our ITBOX Extended Warranty or the manufacturer's warranty may also apply. Please refer to the procedures below in relation to manufacturers’ warranties or to the terms of a ITBOX Extended Warranty if you have one.

If a manufacturer offers to accept opened product for return, then we will honor the manufacturer’s returns policy where it involves us as the retailer.

The manufacturer’s returns policy will direct you to either;

• Return the product directly to the manufacturer, its agent or a third party service provider; or
• Return the product to the retailer from whom the product was originally purchased.

If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organize any refund, repair or replacement payable under the policy.

If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Service staff at least 7 days before the expiration date specified by the manufacturer; otherwise, the return may not be authorized in some circumstances.

You will be issued with a Return Authorization Number in accordance with the above procedures, but you should specify that the goods are being returned under the manufacturer’s returns policy. You should also provide any additional information that may be required under the manufacturer’s returns policy.

Where possible (and to the extent consistent with the manufacturer’s returns policy), · you will need to package and address the product for return in accordance with the above procedures (see “Return Procedures”) and you will need to arrange for return delivery of the product to ITBOX at the address listed in the above procedures.

ITBOX will not pay or reimburse any costs associated with a customer-organized shipment unless it agrees to do so or is required to do so under this Returns Policy.

The product should be received by our warehouse within the period specified by the Manufacturer; otherwise, the return may not be authorized in some circumstances.

For products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.

If the product has not been validly returned under a manufacturer’s return policy (or any other policy described in this Returns Policy), it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

We will not accept any opened product for return unless the product is returnable under the express terms of this Returns Policy, or under a ITBOX Extended Warranty, a manufacturer’s warranty or other contract or statute.

Examples of conditions under which we would accept opened product are: -

• "Dead on Arrival" or "Damaged in Transit" product.
• Product which develops a fault due to a cause occurring prior to purchase.
• Product that could be considered to be of un-merchantable quality.
• Product that fails to perform to the manufacturer’s specifications.
• Product that fails to perform as advertised.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Unopened software can be returned for refund as "Unopened Product" or “Incorrectly Shipped Product” under the procedures outlined above.

Defective or damaged software can be returned for refund as per "Dead on Arrival" or "Damaged in Transit" procedures above.

However, opened software that is not "Dead on Arrival" or "Damaged in Transit" will only be accepted for return under those conditions detailed in the "Opened Product" procedure above, or otherwise under a ITBOX Extended Warranty, manufacturer’s warranty or other contract or statute.

The term "No Return Basis" means that, unless the product is "Dead on Arrival", or "Damaged in Transit", “Incorrectly Shipped” or otherwise returnable under a ITBOX Extended Warranty, manufacturer’s warranty or other contract or statute, the product will not be accepted for return.

Examples of products sold on a "No Return Basis" include:

• Ex-demo products.
• Ex-rental products.
• Licensed software.
• Products with a "Price Markdown" label.
• Products with a "No Return" label.
• Products specially ordered for a customer.
• Product listed on the packing slip or invoice as "No Return".

Examples of conditions under which we would accept "No Return Basis" product are: · "Dead on Arrival" or "Damaged in Transit" product.

• Product that could reasonably be considered to be of un-merchantable quality.
• Product that fails to perform to the manufacturer’s specifications.
• Product that fails to perform as advertised.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Processing Credits/Refunds

A credit note will normally be issued within 7 days of us receiving the goods returned in accordance with this Returns Policy, with the exception of goods that are not obviously faulty and may require testing.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.

The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

We will only issue refunds on request. For your security, all refunds will be made either by cash, cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will may depend upon the payment method used for the original purchase.

In some circumstances, we may elect that a replacement product or repair is sufficient remedy instead of a full refund. This election will be at our sole discretion, but will only occur after consultation with you and in accordance with relevant warranties, other contracts and statutes. If we elect to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly; in these circumstances, we will still refund your freight costs.

Manufacturer's Warranty

With the exception of products that are clearly marked as “Ex-Demo”, “Ex-Rental”, soiled, second hand, imperfect or damaged, all products, unless noted otherwise, are sold with a full manufacturer's warranty. The warranty periods and service levels vary by manufacturer and product. If you are interested in purchasing a ITBOX Extended Warranty, please contact your Sales Consultant.

The following paragraphs must be read subject to any conditions, exclusions or qualifications contained in this Returns Policy, a ITBOX Extended Warranty, a manufacturer’s warranty or any other contract or statute.

All claims for warranty service outside 7 days should, in the first instance, be directed to the manufacturer or there is authorized service centre or agent.

If the manufacturer directs you to return the product to us as the retailer, then you must contact our Customer Service staff within 7 days of first noticing the problem for which you are claiming service under warranty, and at least 7 days before the expiration of the warranty period specified by the manufacturer otherwise we may not be able to ITBOX a return.

You will be issued with a Return ITBOX Number in accordance with the above procedures, but you will need to specify that the goods are being returned under the manufacturer’s warranty. You should also provide any additional information that may be required under the “Manufacturer’s Warranty” procedures set out in this Returns Policy.

If possible, you should package and address the product for return in accordance with the above procedures (see “Return Procedures”).

You will need to arrange for return delivery of the product to the address listed in the above procedures. ITBOX will not pay, nor reimburse any costs associated with a customer-organized shipment under a manufacturer’s warranty.

The product must be received by our warehouse at least 7 days prior to expiration of the manufacturer’s warranty period so as to allow sufficient time for the product to be returned to the manufacturer before the expiration of the warranty period.

Upon receipt of the product, ITBOX will return the product to the manufacturer or its authorized service Centre or agent for repair/ or replacement.

The product will be repaired/ or replaced at the sole discretion of the manufacturer. Should the manufacturer determine that the fault is not covered by the manufacturer’s warranty, and then we will advise you of the quoted 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 an inspection fee.

Once the product is returned to ITBOX by the manufacturer or its authorized service centre or agent, return delivery of the product will be arranged with you. Delivery fees may be charged at our discretion.

For products where the manufacturer has determined that the fault is not covered by the manufacturer’s warranty, we require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.

If you have problems contacting the manufacturer or its authorized service centre or agent, then please contact our Customer Service staff so that we can assist you with your warranty claim.

Non-Warranty Service and Repairs

All claims for Service not covered by any kind of warranty should, in the first instance, be directed to the manufacturer or its authorized service centre or agent.

If the manufacturer directs you to return the product to us as the retailer, then you must contact our Customer Service staff.

You will be issued with a Return Authorization Number in accordance with the above procedures, but you will need to specify that the goods are being returned for “Non-Warranty Service or Repairs”.

You will need to package and address the product for return in accordance with the above procedures (see “Return Procedures”).

You will need to arrange for return delivery of the product to the address listed in the above procedures. ITBOX will not pay or reimburse any costs associated with a customer-organized shipment for Non-Warranty Service or Repairs.

Upon receipt of the product, ITBOX will return the product to the manufacturer or its authorized 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, we will advise you of the quoted 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 an inspection fee.

Once the product is returned to ITBOX from by the manufacturer or its authorized service centre or agent, return delivery of the product will be arranged with you. Delivery fees may be charged at our discretion.

We require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.

If you have problems contacting the manufacturer or its authorized service centre or agent, then please contact our Customer Service staff so that we can assist in getting your product repaired.