Returns and Refund Policy
This Warranty, Returns and Freight Policy applies to all orders made online through our website as well as to offline orders that are made after we have provided you with a Quotation offline.
Digistor Pty Ltd (Digistor) ABN 14 007 351 313 warrants to the buyer (you) that the Goods, when used and maintained in accordance with Digistor's (or the manufacturer's) documentation and instructions, will meet the specifications in all material respects for a period of 90 days from the date of delivery (Warranty Period), provided that the defect is not caused by any one of the exclusions set out in this document.
If you believe that there is a defect in the Goods during the Warranty Period you must promptly notify Digistor in writing at the address set out in the Order (or at https://www.digistor.com.au/services/technical-support/rma-form.html) setting out the details of the defect during the Warranty Period and in this case Digistor may at its option and cost, either replace or repair the Goods or provide a refund, within a reasonable period. Any replaced Goods or parts become the property of Digistor.
When making any claim under this warranty you must comply with the requirements set out in the Returning Goods to Digistor Section of this document relating to the return of the Goods.
Digistor will also provide you with the benefit of any manufacturer's warranty that accompanies the Goods.
When making any claim under this manufacturer's warranty you must comply with the requirements set out in the Returning Goods to Digistor Section of this document relating to the return of the Goods.
The provisions of this section apply where you are entitled to the statutory guarantees under sections 54 to 59 and/or 60 to 62 of the Australian Consumer Law.
"Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service"
The benefits that Digistor provides to consumers under the Warranty Against Defects (as defined by Regulation 90, issued under the Australian Consumer Law) in the agreement are in addition to any other rights or remedies the consumer may have in respect of these goods or services under the Australian Consumer Law
The warranty against defects services are provided by Digistor Pty Ltd, 14 007 351 313, of 5-7 Cleg Street, Artarmon, NSW, 2064 Support telephone number: +612 9431 6000, support email address: [email protected]; Support Portal https://www.digistor.com.au/services/technical-support/rma-form.html
If you believe there is a defect in any good or service provided by us, then you should follow the relevant procedure set out below for the type of good or service that we supplied to you. You must also provide us with any help that we may reasonably request to help us remedy any defect or provide any replacement, at no cost to us.
In all cases you must be able to demonstrate that the goods or services were supplied by us, and have proof of purchase.
Where your claim is in relation to the hardware
You must give us notice at the Support Portal address above within a reasonable period of the date of purchase of the hardware setting out details of the issue, and at our request:
- you must, at your cost, provide us with remote access to the hardware in order for us to diagnose and remedy the defective hardware; and/or
- if it is possible to repair defective hardware with user installable parts, we may send you the user installable parts and, if so, you must install them in accordance with our instructions; and/or
- you must promptly package and send the defective hardware to us in packaging provided and paid for by us, using a courier nominated and paid for by us.
Wherever technically possible, you must take a copy of, and then remove, all data from the hardware or any part on which the data is stored, before you send it to us.
If we request that you send the hardware to us, we will use our best efforts to diagnose the issue, and if the issue is found to be a defect in the hardware, we will, at our option and cost, remedy the defect, repair the hardware or provide a replacement (which may be a different model with substantially similar or better features), and return the repaired/replaced item to you at our cost, within no more than 10 business days following receipt of the Goods (or within no more than 20 business days following receipt of the Goods if it is necessary for us to send the Goods overseas for repair).
If we are unable to repair or replace the defective hardware, we will provide a refund of the price paid for the hardware, and will keep and/or destroy the original defective hardware, as we see fit.
We may use a refurbished part for any replacement part.
Where your claim is in relation to Perpetual Licence for Software
You must give us notice at the Support Portal address above within a reasonable period of the first day of your licence agreement, setting out the details of the issue including, wherever possible, applicable screen shots of the issue and/or any error messages, together with details of the technical environment in which it is operating (including operating system type and number, and the version of the software and/or operating system that is installed) and at our request:
- you must, at your cost, provide us with remote access to the technology environment on which the software is located in order for us to diagnose and remedy (including by installing any patch remotely) the software; and/or
- you must, at your cost, send us a copy of the software with the defect. Wherever technically possible, you must take a copy of, and then remove, all data from the software prior to sending it to us.
We will then use our best efforts to diagnose the issue, and if the issue is found to be a defect in the software we will use our best efforts to remedy the defect, or replace the software with the latest version of the software (with substantially similar or better features), and (if applicable) supply you with new media with the remedied/new version of the software on it, in a timely manner and at our cost. You must install the remedy or new version on your technical environment at your cost.
If we are unable to remedy the defect or provide a new version of the software, we will provide a refund of the fees paid for the Perpetual Licence for the software, and you must either delete the software from your technical environment or, if applicable, we will keep and/or destroy any software that you sent to us. In this case we may also terminate any connected support service for the software and provide you with an additional refund of any fees that you may paid in advance for the period of the support service that is no longer going to be provided.
Where your claim is in relation to Support Services for Perpetual Licences
You must give us notice at the Support Portal address above within the support period setting out details of the issue.
We will then use our best efforts to re-perform the services or remedy the defect in the software in a timely manner, or if we are unable to re-perform the service or remedy the defect in the connected software we will provide you with a refund of the support fees paid for the month in which the defective service occurred, or if the defect is a major defect, we may also terminate the support service and provide you with:
- an additional refund of any fees that you have paid for the period of the support service that has been terminated, and
- an additional refund of any fees that you have paid for the connected software licence. If we terminate the connected software licence you must, at your cost, immediately either:
- delete all copies of the software from your systems and destroy all copies of the software and the documentation, or
- at our request, return to us all copies of the software and documentation.
Where your claim is in relation to Subscription Service
You must give us notice at the Support Portal address above within the subscription period setting out details of the issue, including wherever possible, applicable screen shots of the issue or any error messages.
Once you have done these things:
- you must, at your cost, provide us with remote access to the subscription service in order for us to diagnose and remedy the subscription service; and
- we will use our best efforts to re-perform the service or remedy the defect in a timely manner.
If we cannot re-perform the service or remedy the defect in a timely manner we will provide you with a refund of the fees paid for the subscription service for the month in which the defect occurred, or if the defect is a major defect, we may also terminate the subscription service and provide you with an additional refund of any fees that you may have paid in advance for the period of the subscription service that is no longer going to be provided.
Where your claim is in relation to Professional Services
You must give us notice at the Support Portal address above within 30 days of the date when the service was provided setting out details of the issue.
We will then use our best efforts to re-perform the service or remedy the defect in a timely manner, and if we cannot, we will provide you with a refund of the fees paid for the defective service.
All the warranties, our warranty, a manufacturer's warranties or any statutory guarantees exclude any defects that are caused by any of the following (whether it is for hardware, software, subscription services or professional services):
- fair wear and tear;
- misuse, incorrect use of, or damage to, the good or service from whatever cause (other than any act or omission by us);
- failure to maintain the necessary environmental conditions for use of the good or service;
- any failure of any technology that is connected to any of the technology that is the subject of the service;
- data that is entered into the technology that is the subject of the service;
- any breach of your obligations under the agreement;
- having the good or service maintained by you or a third party; or
- any use that is contrary to the instructions provided by the manufacturer or us.
Returning Goods to Digistor
Our procedures for processing returned goods are as follows:
- you should complete the RMA (Return Merchandise Authority) form via our online portal https://www.digistor.com.au/services/technical-support/rma-form.html.
- you will need to provide us with proof of purchase from Digistor and, if requested, proof of your identity;
- we will issue you with an RMA number, unless we do not accept your claim;
- the goods should then be returned to the address provided with the RMA number clearly visible on the outside of packaging;
- the goods should be complete with all accessories, manuals and, if possible, the original packaging;
- where goods are large or require special packaging, we will provide you, at our cost, suitable packing/shipping materials that you must use to return the goods to us, or we will collect the goods. We will pay for the collection of the goods, however you must promptly reimburse us for this cost if the goods are not defective or are not covered by our warranty, the manufacturer's warranty or the statutory guarantees;
- you should take good care when packing the goods to ensure that they are not likely to be damaged in transit to us;
- you must provide us with any help that we may reasonably request to help us diagnose (including by allowing us the ability to remotely connect to the goods and download any patches) or remedy a defect (including by installing user-installable parts), provide any replacement, arrange for collection or delivery, at no cost to us.
Returning Good to You
Where the goods are covered by our warranty, the manufacturer's warranty or the statutory guarantee, we will return the goods (or any replacement goods) to the same person and to the same address as they were received from, at our cost.
Where the Fault is Not Covered by our Warranty
If your issue is not covered by our warranty, the manufacturer's warranty or the statutory guarantee, then we may charge you our costs for diagnosing the issue and if we are able to provide a repair or a replacement, we will provide you with a pricing estimate for the repair or replacement (and any shipment, insurance and delivery costs). If you agree to the estimate, we will use our best efforts to provide the repair or replacement and ship the repaired/replacement item to you, within 10 business days (or such other period we inform you about) of the date you approved us to undertake the repair/replacement.
If you do not agree to the estimate then you must either authorise us to keep and/or destroy the goods, or return it to you at your cost (and pay us the cost of returning the goods to you prior to us returning it to you).
You are responsible for any expenses you incur in using any of our warranty services, except where it is stated that we are paying the relevant costs. If you submit a claim for these expenses to us (including the original receipts or other acceptable proof of payment), and we have failed to meet any statutory guarantees under the Australian Consumer Law and as a result you are entitled to reimbursement of these costs, we will reimburse you for those costs.
You are only entitled to a refund, repair or replacement of the goods under the Australian Consumer Law or in accordance with our agreement. In particular, unless we have given you any representation to the contrary, you are not entitled to any refund, repair or replacement in any of the following circumstances:
- you have found the same or similar goods cheaper elsewhere;
- you have changed your mind as to whether you wanted the goods;
- you were aware of the relevant fault before buying the goods – such as if the fault was written on the packaging, or indicated in the photos or item description;
- if the goods were sold as being "second hand" or "demonstrator model" or similar, the nature of the fault is consistent with the goods of that nature (i.e. you can't expect a demonstrator model to be perfect and unused and you should expect that it would come with any faults that are typical of a good that is described as a demonstrator).
Healthy and Safety Issues
Due to health and safety regulations, Digistor does not accept returns of items such as headsets, ear pieces and headphones which have been opened and used, unless required to do so by law.