Returns Policy
Orson & Blake offers a 14-day return policy on all unopened
products except those sold on a 'No Return Basis'. We also offer a
return policy on products that are 'Damaged in Transit' or 'Incorrectly
Shipped'. Details of our 'No Return Basis', 'Damaged in Transit' and
'Incorrectly Shipped' policies are provided below.
This Returns
Policy forms part of, and is to be read in conjunction with, Orson
& Blake's Terms and Conditions of Purchase. Orson & Blake 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. Under certain circumstances, products will not be
eligible for return, and not all products that are eligible for return
are to be returned to Orson & Blake. Carefully review all return
policies (below) before making your purchase. If you still have
questions after reading our Returns Policy, please do not hesitate to
contact our Customer Service Staff on 61 02 83992525 or by e-mail at
orders@orsonandblake.com.au .
Returns Procedure
All
goods to be returned, whether defective or not, will require acceptance
from Orson & Blake before they can be returned. To obtain a Return
Authorisation Number, please contact our Customer Service staff by
telephone on 02 8399 2525 or by e-mail at orders@orsonandblake.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 Authorisation
Number:
* Name and contact details of original purchaser.
* 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 Authorisation Number is only valid for one (1) product and must match the product authorised for return.
Return
Authorisation 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.
The
Return Authorisation Number should be clearly visible on the outside of
the product-shipping carton and addressed to the following address
(unless otherwise directed):
Orson & Blake
483 Riley Street
Surry Hills NSW 2010
Tel: 61 02 83992525
Fax: 61 02 83997525
The
customer is responsible for all costs associated with return of the
product to Orson & Blake and Orson & Blake will not pay or
reimburse any associated costs.
Orson & Blake recommends
that products returned by post be sent by registered or certified mail.
Orson & Blake accepts no responsibility for loss or damage
occurring in transit on return to Orson & Blake.
If a
product is not 'Damaged in Transit' 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.
As an
alternative to the above, you could personally visit one of Orson &
Blake'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
Authorisation 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.
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 wilful damage, environmental conditions or customer
misuse post-purchase), you should notify our Customer Service staff
immediately upon noticing the fault.
Damaged in transit product
In
the event that you receive a product that appears to have been 'Damaged
in Transit' that is, damaged in transit from Orson & Blake 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.You will be issued with a Return
Authorisation 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
minimise processing time and potential difficulties in proving the
cause of damage, we recommend that all 'Damaged in Transit Products' be
returned to Orson & Blake within 14 days of purchase.
For
products which are determined by Orson & Blake 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 wilful damage,
misuse, unauthorised 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 Authorisation 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 will arrange for the product to be collected from you for return to Orson & Blake.
If
it is found by Orson & Blake 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, unauthorised 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, Orson &
Blake offers a 14-day return policy for product in its original,
unopened and undamaged packaging.
You must contact our Customer
Service staff within 14 days of shipping of the product; otherwise, we
cannot authorise a return.You will be issued with a Return
Authorisation Number in accordance with the above procedures .
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. Orson & Blake will not pay nor
reimburse any costs associated with a customer-organised 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 Orson & Blake 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', Damaged in Transit Product' procedures above. Please note
that events such as wilful damage, misuse, unauthorised repair or
tampering with a product may prevent a product being accepted for
return.
In such cases, our Orson & Blake Extended Warranty
or the manufacturer's warranty may also apply. Please refer to the
procedures below in relation to manufacturers' warranties
Manufacturer's return policy product
If
a manufacturer offers to accept opened product for return, then we will
honour the manufacturer's returns policy where it involves us as the
retailer.
The manufacturers 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
manufacturer's 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 at least 7 days
before the expiration date specified by the manufacturer; otherwise,
the return may not be authorised in some circumstances.
You will
be issued with a Return Authorisation 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 Orson
& Blake at the address listed in the above procedures.
Orson
& Blake will not pay or reimburse any costs associated with a
customer-organised 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 authorised 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 wilful damage, misuse, unauthorised repair or tampering with a
product may prevent a product being accepted for return.
Opened product
We
will not accept any opened product for return unless the product is
returnable under the express terms of this Returns Policy, or under an
Orson & Blake 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 unmerchantable quality.
* Product that fails to perform to the manufacturer's specifications.
* Product that fails to perform as advertised.
Please
note that events such as wilful damage, misuse, unauthorised repair or
tampering with a product may prevent a product being accepted for
return.
No return basis product
The
term 'No Return Basis' means that, unless the product is 'Dead on
Arrival', or 'Damaged in Transit', 'Incorrectly Shipped' or otherwise
returnable under an Orson & Blake 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:
* 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 unmerchantable quality.
* Product that fails to perform to the manufacturer's specifications.
* Product that fails to perform as advertised.
Please
note that events such as wilful damage, misuse, unauthorised 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 by 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 unless the
original payment was by cash, where a cheque will be forwarded.
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 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 an Orson & Blake 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, an Orson & Blake Extended Warranty, a
manufacturer's warranty or any other contract or statute.
All
claims for warranty service outside 14 days should, in the first
instance, be directed to the manufacturer or their its authorised
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 14 days of first noticing the problem for
which you are claiming service under warranty, and at least 14 days
before the expiration of the warranty period specified by the
manufacturer otherwise we may not be able to authorise a return.
You
will be issued with a Return Authorisation 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. Orson & Blake will not pay, nor
reimburse any costs associated with a customer-organised shipment under
a manufacturer's warranty.
The product must be received by our
Surry Hills store 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, Orson & Blake
will return the product to the manufacturer or its authorised 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, 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 Orson &
Blake by the manufacturer or its authorised service centre or agent, we
will arrange return delivery of the product to you.
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 authorised 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 authorised
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 Authorisation 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. Orson & Blake will not pay or
reimburse any costs associated with a customer-organised shipment for
Non-Warranty Service or Repairs.
Upon receipt of the product,
Orson & Blake will return the product to the manufacturer or its
authorised 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 Orson
& Blake from by the manufacturer or its authorised service centre
or agent, we will arrange return delivery of the product to you.
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 authorised service centre or agent, then please contact our
Customer Service staff so that we can assist in getting your product
repaired.