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A request to return product will be authorised if:
1. the product supplied does not correspond with the customers purchase order.
2. the product is faulty and is covered by warranty provisions.
3. the product was damaged prior to delivery by IP Trading.
(Please note that products are inspected prior to delivery. Sealed cartons are examined for signs of damage. Products damaged after delivery by IP Trading are not eligible for return. If the customer chooses to collect product or nominates a transport carrier to collect product on their behalf, delivery will be deemed to take place at the time the product is handed to the customer or the nominated transport carrier).
In all other instances returns will be accepted solely at IP Trading's discretion which will not unreasonably be withheld. Authorised returns are subject to a minimum 10% restocking fee.
Customers must submit a "Request a Return Material Authorisation (RMA)" form and be issued with a RMA number before products can be returned to IP Trading for repair, replacement or for credit.
1.Complete the "Request a RMA" form whichwill be found at www.iptrading.com.au/forms/rma.php and submit it as directed.
2.If the return request is successful an RMA number will be sent to the customers e-mail address.
3.Products must not be returned until the RMA number has been issued.
What is the timeframe within which to initiate a return request?
If a return request relates to a condition covered by warranty provisions such a request may be made at any time during the period stipulated in the warranty. In all other instances a "Request a RMA" form must be submitted within 7 days of invoice date.
Condition of accepting returns
a. non-warranty returns
Authorised returns must be received by IP Trading at is premises within 5 days of the RMA number being issued. Failure to comply may result in the RMA being cancelled and the product being returned to the customer. Goods are returned to IP Trading at the customer's risk.
IP Trading will not pass a credit note or dispatch a replacement product, except as otherwise agreed to in writing with the General Manager of IP Trading, until the return goods are received and inspected at its premises. All credits will be processed at the market value of the products on the date that the RMA is issued.
b. warranty related returns
The customer must follow the returns process described above. Authorised returns must be received by IP Trading at is premises within 10 days of the RMA number being issued. Failure to comply may result in the RMA being cancelled. The costs associated with returning and replacing an approved warranty return will be borne by IP Trading.
Packaging instructions for returns
a. general requirements
Other than by agreement in writing with the General Manager of IP Trading the customer must return product in the same condition and packaging that it was sent to them in, free of any markings made by the customer or the entity used to deliver the return package. The RMA number must be clearly visible on the outside of the return package.
b. new sealed product
Other than by agreement in writing with the General Manager of IP Trading, new product returns will only be accepted if they are in an undamaged, unmarked and original factory sealed carton and are in IP Trading's view in their original sellable condition.
If you experience any difficulty with the returns process you may call our sales and customer services team Monday to Friday between the hours of 8:00 am and 5:00pm EST on 61 28344 5566.
Return Premises - address:
IP Trading Pty Ltd
Unit 1, 3 Mentmore Avenue, Rosebery, NSW, Australia, 2018