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Faulty Items / Warranty – Please refer to the product page for details of the duration of the warranty on a particular product. If that information is not outlined, please contact us for that information.
Incorrect Product / Dead on Arrival – If an incorrect / damaged product is shipped to you please contact us and proceed to complete the Product Return Form within 7 days of receipt. A Return Material Authorisation (RMA) number will be raised and issued to you. We will arrange for return of the incorrect product and sending of the correct item to you. If in the unlikely occurrence we do not have a replacement product available, a full refund will be extended.
All products must be packed in the original packaging and include any accessories, manuals, documentation and registration that shipped with the product. For DOA/Damaged Goods products a freight charge refund is offered to customers, equal to the amount paid at the time of ordering. Replacement of DOA products will be at our expense. All returned goods will be checked by our warehouse and logistics team prior to replacement.
Unwanted Goods – If you have purchased the item and decide that you do not require it, we may offer a refund less a restocking fee of 20% on the cost of the item. Freight charges are not refundable. Returned items in this category must be unused and in "as new" and "saleable" condition with original packaging intact and all accessories returned.
Freight charges on the returned goods will be at Buyer's expense. We advise for goods to be packaged with care and sent registered post or with a tracking number, so any missing parcels can be traced. It is the buyer’s responsibility to have items returned to Darwin Cooling in the same optimal condition that they are sent. Liability for goods damaged on return transit lies firmly with the buyer. We will not accept COD returns. Under exceptional circumstances we reserve the right to refuse return of goods.
Special Order Items or customised products may not be returned for refund or exchanged under any circumstances unless such product is Dead on Arrival.
If you wish to return a product you may do so by contacting our customer service team and completing the Product Return Form within 7 days of receipt of the product. A Return Material Authorisation (RMA) number will be raised and issued to you.
Please carefully consider your purchase prior to payment.
Warranty issues outside the first 14 days – Warranty issues beyond initial receipt. Please contact us with details of the problem; often these can be easily resolved through communication with our technical support team. Telephone support is provided to assist with any technical issues to minimise the need for returns. All items returned during this time will be at the customer's expense.
If a warranty claim must be progressed, the return freight charges are the responsibility of the customer and these will be advised by a Darwin Cooling team member at the time of authorisation of the return. Please ensure that any warranty documents are retained at time of purchase. Certain manufacturers will not cover warranties without these documents being returned to them. A number of other suppliers require the warranty item/claim to be made directly to them rather than through Darwin Cooling. In these instances, you will be advised by our customer service team when a claim is made to return the item directly to the Australian distributor/manufacturer.
Warranty Periods – Warranty periods as stated on the Darwin Cooling website are based on the Manufacturer’s warranty periods, terms and conditions. Terms of conditions differ per product and per manufacturer. Please see the manufactures website or contact Darwin Cooling member of staff for clarifications. All warranty claims should be made through Darwin Cooling unless otherwise stated on the product warranty supplied with the product. Darwin Cooling will in certain instances service outside the warranty period, and warranty terms, this is case dependent and is left to the discretion of Darwin Cooling.
Warranty Referrals – Certain products and manufacturers require Darwin Cooling to refer all cases of warranty claims. These referrals are designed to ensure that claims are handled efficiently and by the most experienced service professionals.
Should you feel that our team at Darwin Cooling have not addressed or resolved an outstanding returns matter in an efficient and acceptable manner please contact us. Darwin Cooling prides itself on its high-level customer service and support. We will take all necessary actions within the bounds of our terms to support all customers.