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Our Returns Policy

 

We understand that sometimes you may need to return a product you have purchased from Forum Direct. To assist you, we have set out below the Forum Direct Returns Policy highlighting key points that you should know.

 

1. Australian Consumer Law

 

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.If you are a consumer under the Australian Consumer Law:

  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  • Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. Forum Direct adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

 

2. How to Return your Product?

 

(a) Our recommended returns procedure for your benefit

 

At Forum Direct, we understand the importance of technology to our customer’s everyday lives. As such, if you have purchased a product through Forum Direct that exhibits a fault our aim is to resolve the issue for you in the fastest time possible.

 

To make this happen for you, for products made by most manufacturers, we highly recommend that you contact the manufacturer directly if you have any problem operating your product. It is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but also they are in many circumstances obligated to help you. 

 

You can also request a return for your item by logging into your account
Once you login follow these steps:

  

Select My Orders on the left Panel.
Find the order with the items to be returned, and click the View Order link
In the upper-right corner, click the Return link.

 

We are of course available to help you as well and you may contact us via email or call us on 1300 036 786. Our team is also ready to assist you to connect with our manufacturers’ nationwide network of Authorised Repair agents, who are specialised in resolving problems with your product in the fastest time possible.

 

(b) Returning products

 

If you:

  • do not wish to contact the manufacturer;
  • are not satisfied with the manufacturer’s service;
  • are entitled to a refund under the Australian Consumer Law and wish to obtain a refund,

You may have your product assessed. You can do this by logging into your online account and request a return for the item you have placed an order for.

We will arrange for a pick-up of the product(s) you are returning from the original delivery location.

 

i. Please retain your Invoice

 

In order to process any returns from us, you must provide us with clear proof of purchase. The proof of purchase may either be a:

 

• Order confirmation/ Invoice we issued; or
• Bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
• Bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
If we cannot be satisfied that you purchased the product from us then we may elect whether or not to accept your product for return. This can be available by logging on to “My Account” in our online store.

 

ii. Returns window

 

You have 30 days to initiate a return for faulty, damaged goods or incorrectly delivered items.

 

iii. Return conditions

 

Products must be un-opened and mustn’t have any writing on its box. We cannot accept returns on any items if they are opened.
Faulty Toner and Laser cartridges MUST have a sample of the print (NO EXCEPTIONS) or returns will be denied. Without this we are unable to process the return of the goods.
Defective products must be returned in the original cartons and with all original pieces, packing materials and relevant manuals and cables (if required) or the return will be denied.

 

iv. Product assessment

 

Once proof of purchase has been established, we will arrange for collection of the product(s) you are returning from the original delivery location.

 

Once returned, defective items will be inspected and assessed. Some times product fault is uncertain, difficult or potentially dangerous to determine in store (for example if it is an electrical or software product) we will need to consult with the manufacturer or repair agent to determine the fault and resolution. When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. NOTE: if you require a replacement product in the interim in these circumstances, you will have to re-order for a replacement at an additional cost.

 

If the manufacturer or repair agent needs to be consulted about the product, and the product is not a Forum Direct branded product, we will ask you if you prefer to deal with the manufacturer directly as from our experience it is likely to be more time efficient for you. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. Forum Direct staff are happy to provide you with their relevant contact details to assist you if you wish to contact the manufacturer directly.
Once the product is with the manufacturer or their repair agent, they will determine whether:
• there is no fault found;
• there is a non-major fault, which can be easily repaired within a reasonable timeframe;
• there is a major fault found and you are to be offered a replacement or a refund; or
• the product has been damaged or abused through misuse, abnormal use or negligent use.

 

Where the assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, and the transportation of your product to us and to and from the manufacturer.

Unfortunately, Forum Direct cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by Forum Direct, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your cost.

If the product does not match its advertised description or as advised by the Sales Person, Forum Direct may provide you with a choice between a refund or Exchange to the value of the product purchased.

 

v. Deemed eligible for refund

 

Where the assessment finds that you are deemed eligible for a refund, your request will be processed within 5 business days.

 

You will be refunded the same way you paid. If you paid via:

 

Credit Card or PayPal:Your refund will be credited into the same account your payment came from.
Direct deposit/ Cheque: We will contact you for your bank account details and the refund will be deposited into your account.
Gift Voucher/Store Credit: Your refund amount will be issued in the form of a new voucher or credit.

 

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