Understanding The Return Process

We understand that sometimes you might need to return a product. Here is a quick guide to help you understand our return process and what to expect.

Returns for Warranty Replacement

As a reseller, we follow the return policies of our wholesale partner. To begin the process for a product replacement or credit, here are the steps you need to take:

Contact us. Let us know details of the product requiring warranty attention. Your UBQ Store order number or serial number of the product will help greatly.
Describe the problem in as much detail as you can. The local support team will assess the issue and decide whether a warranty replacement is needed. If it is, they will provide you with a ticket number for the claim.
Once you have the ticket number, share it with us so we can issue a Return Authorization (RA) number.
With the RA number in hand, you can send the equipment back to us. We will then replace or repair the faulty unit as required.

Change of Mind Returns for Refund or Store Credit

If you change your mind about a product you’ve purchased from us, our handling of the return will depend on whether the product is unopened and still sealed, or has been opened or used.

Returning Unopened Products

If the product is unopened and still in its original shrink wrap, returns are usually straightforward. Please note, however, that our distribution partner reserves the right to charge a restocking fee or reject the return if the item cannot be returned to resaleable condition. This fee is calculated after inspecting the product and will be deducted from any refund due. If the return is not accepted, we will notify you and arrange for the collection or return of the item (delivery charges apply).

Returning Opened Products

If you’ve opened the product or used it in any way, our return process is a bit more nuanced, but still guided by the Australian Consumer Law. As per the law, you’re entitled to return a product and request a refund, repair, or replacement if the product doesn’t meet certain consumer guarantees, such as if the product is faulty, not of acceptable quality, unfit for its purpose, or doesn’t match the description.

In such cases, we ask that you provide us with as much detail as possible about the reason for your return. We need to understand why the product didn’t meet your expectations or why it wasn’t suitable for your specific use case. This information is crucial in helping us assess your return request.

Remember, a key factor considered during the assessment of a return is the resalability of the product. Our wholesale partner reserves the right to reject returns if there are cosmetic scratches, any missing manuals or accessories, or any other cosmetic damage to the product or its packaging. They strive to be fair and accommodating, but please note that not all returns of opened products can be accepted.

We want to assure you that we’re committed to helping you when a legitimate issue arises with a product you’ve purchased from us. However, we must also maintain fairness in our return process to keep providing you with the high-quality products and services you expect. Therefore, we encourage you to fully consider your needs before purchasing and opening a product. If you’re unsure about a product’s suitability, don’t hesitate to contact us – we’re here to help.

FAQ

Can I return a product if I change my mind?: Yes, you can return a product if you change your mind. However, our distribution partner reserves the right to charge a restocking fee, which is calculated after inspecting the product and will be deducted from your refund. Please note that we do not refund credit card fees for change of mind returns.

What if the product I purchased is faulty?: If you believe your product is faulty, contact us, and we will assess the issue and determine if a warranty replacement is required. If it is, we will provide you with a Return Authorization (RA) number and further instructions.

What happens if I opened the product?: If the product has been opened or used in any way, we will require detailed information about the reason for your return so we can assess it. Not all returns of opened products can be accepted, especially if the product cannot be resold due to cosmetic scratches, missing manuals or accessories, or any other cosmetic damage to the product or its packaging.

What if I’m unsure about a product’s suitability before purchase?: If you’re unsure about a product’s suitability, we encourage you to reach out to us before making the purchase. We’re here to help you make the best decision for your specific needs.