Returns Request
Dead On Arrival (DOA) Products
A DOA product is the one that shows symptoms of a failure, or is discovered to be damaged, or broken, after unwrapping the packaging.
Theshoppingbox may replace the Product declared as DOA by our Customer Service official. In case theshoppingbox cannot replace the damaged product, a full or partial refund will be offered to the customer.
All the return shipping expenses and arrangements for a DOA product will be borne by theshoppingbox.
If the Product is determined as NOT DOA, theshoppingbox will be at liberty to refuse to replace the Product, or entertain any refund request.
After the new product replaces the DOA Product, the ownership in new product gets transferred to you and that in DOA Product reverts back to us.
When a refund is given, the ownership of DOA Product reverts back to us.
If after examining the returned product and the unit is found not to be faulty, the customer shall be liable for the payment of $20 as handling charges and administration fee.
Problems After Delivery
If the product is declared DOA or an apparent defect is detected after delivery, and our Customer Service Department receives a valid claim, FactoryFast shall exchange the Product, if possible, or refund the purchase price of the Product, as the case may be. It is strongly recommended to advise FactoryFast of any issues as soon as possible.
Where it is agreed to replace the Product or refund the purchase price of the Product, the defective Product must be returned first before processing of replacement or refund.
All the replaced Products carry the same Warranty as the returned Product.
Return Authorisation Number
Returns sent to theshoppingbox will only be accepted if a Return Authorisation Number (RA) has been issued - returns without an RA number will simply be rejected. Theshoppingbox requires you to have a RA for both replacement and refund claims.
RA numbers will only be issued if customer service representatives feels that a fair and reasonable troubleshooting email correspondance has occured and that the required photos (if required) have been sent to verify the apparent fault(s) in question. When our Customer Service officials provisionally determine that the Product is DOA, you will be issued a RA.
Theshoppingbox shall not enter in any return or refund claim without the requisite RA.
All the RA product returns must be packed in the original, unmarked, original packaging and protective packaging, including any and all original accessories, manuals, documentation and registration that shipped along with the product. Non-adhnerence to RA returns conditions may some cases result in a warranty being deemed void. Theshoppingbox will reimburse legitmate non-express freight costs, when pre-agreed, that are associated with RA sending of parcels back to us.
Organising the Return of DOA Products
Our Customer Service Department will email you an RA which must be affixed to the Product. After doing this much, you can then leave the Product at any Australia Post Office.
Replacement
In case, a replacement Product is arranged, it will be shipped to you at our expense after the receipt of the returned DOA Product.
Replacement Products are provided with the same Limited Warranty as the DOA Product.
Refund
Where a refund is to be issued, it will be processed through the same payment medium in which your original payment was made with theshoppingbox.
No refunds for authorised product returns cases (i.e. where an RA has been issued) can occure until theshoppingbox receives the Product on site.
No refunds are permitted where the buyer is simply unhappy with their purchase or has changed their mind (no exceptions).
Manufacturer Only Warranty for some Products
Some Products that are advertised and sold with manufacturer’s warranty on theshoppingbox are the liability of the manufacturer or supplier if it’s found to be defective or DOA. For an expedited response theshoppingbox advises you to contact the manufacturer or supplier in the first instance for replacement or repair under the warranty terms. However, in case the manufacturer fails to comply, theshoppingbox will replace the Product, or issue a refund of purchase price for that Product.
