Information regarding the return of products purchased from e-scan, covering the following topics.
- DOA, Damaged or Incorrectly Shipped Products
- All other Products
- Faulty Product
- Manufacturer's Returns Policy & Warranty
- Opened Product
- No Return Basis Product
If your product is dead on arrival, damaged in transit or incorrectly shipped, contact our Customer Service staff and return it to us within 14 days of purchase. You will need the following information, most of which will be on your packing slip or invoice 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. 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 30 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 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.
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.
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.
If the product was incorrectly shipped, we will issue a credit for the original purchase price of the
For all other returned products you will also need to contact our Customer Service staff for a Return Authorisation Number.
You must make sure that the returned product is suitably packaged as 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, and address it to the following address:
Unit 3, 281 Pacific Highway
North Sydney 2060
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.
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.
Please note that all products, with the exception of ex-demo, ex-rental, clearance, second hand, imperfect or damaged products are sold with a manufacturer's warranty, unless otherwise noted.
If a product purchased develops a fault after 14 days from original purchase and is within the manufacturer’s warranty period, we recommend that that in the first instance, you contact the manufacturer or their authorised service centre or agent for warranty service. Warranty periods and service levels vary by manufacturer and product.
If a manufacturer offers to accept an opened product for return, then we will honour this. The manufacturer will direct you to return the product either to us or the manufacturer, its agent or another service provider
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 organise 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 as soon as possible.
Please note that repair timeframes are subject to each manufacturer’s warranty repair service and may vary.
Return of faulty products
Upon receipt of a faulty product, we 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, we will offer you a repair or replacement 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 we 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 an inspection fee.
Once the product is returned to us, we will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), we will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.
We will not accept any opened product for return unless the product is returnable under this policy, a manufacturer’s warranty or other contract or law.
Examples of opened products which we accept for return are:
- dead on arrival, damaged in transit or incorrectly shipped product
- product which develops a fault due to a cause occurring prior to purchase
- product of unmerchantable quality
Opened software that is not faulty or damaged will only be accepted for return as an opened product (see the examples listed under Opened Product). Otherwise, it may be covered by a manufacturer’s warranty.
The term no return basis means that, unless the product is dead on arrival, damaged in transit, incorrectly shipped or otherwise returnable under manufacturer’s warranty or other contract or statute, or statutory warranty - the product will not be accepted for return.
Examples of products sold on a no return basis include:
- Ex-demo products
- Clearance products
- Licensed software
- Products specially ordered for a customer