Returns & Exchanges Policy
We are committed to complying with our obligations under the Australian Consumer Law.
Any rights you have under this Returns & Exchanges Policy in relation to our Products are additional to any rights you may have under the Australian Consumer Law.
Goods with Manufacturer’s Warranty
Many of our Products come with a warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the consumer guarantees that may apply under the Australian Consumer Law (Consumer Guarantees) in respect of your transaction with us or our Change of Mind Guarantee.
If you believe that the Product is faulty or defective and it is under a warranty from the manufacturer, then please contact us and the Downee Customer Service Team will assist with your request.
Read our Warranty Statement.
Consumer Guarantees
Consumers are also entitled to the Consumer Guarantees in respect of products purchased from Downee. If you believe that a product is faulty or defective, please notify Downee Customer Service Team by email, telephone, or facsimile transmission within thirty (30) days of delivery of our Products to you. If you do not notify us within this timeframe then you will be deemed to have been accepted the Products, unless a later date is agreed by Downee.
If the Product has a minor failure to comply with the Consumer Guarantees, Downee may (at its discretion) repair the Product, replace the Product with a product of an identical type, or provide you a refund for the price paid for the Product or for compensation for its reduced value.
If the Product has a major failure to comply with the Consumer Guarantees, you are entitled to:
- return the Product to Downee; and
- a refund of the price paid for the Product, or to compensation for its reduced value; or
- a replacement for the Product (subject to availability).
To enable us to evaluate your request, you will need to provide us with the following information:
- your name and contact details;
- the Order number, invoice number or receipt number;
- a detailed description of the problem or the reason for your request to the return the Product;
- photograph(s) of product that is damaged during transportation (if it’s required we will advise you which email address to send it to).
If we find that the Product has a major failure to comply with the Consumer Guarantees, Downee will issue you with a Return Merchandise Authorisation (RMA) number. A valid RMA number issued by us is required for any return, replacement or refunds for Products.
Returns
The Product should be returned to us within 30 calendar days of the issuance of the RMA number to qualify for a replacement or refund. You will be responsible for the costs of returning the Product to us.
All Products must be returned new and unused, including any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories, manuals, documentation and registration are not returned with the Product, the refund will be reduced proportionate to the Product’s reduction in value arising from the incomplete return.
It is your responsibility to ensure that the Products are protected from damage in transit.
Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. A surcharge of 15% of the purchase price for the Product may be charged to you if any packs or boxes are damaged.
You will be notified by email once your return has been received and processed.
Unidentified returns maybe returned to the sender. Please ensure the returns are marked clearly and accurately and refer to the correct RMA number that we had issued to you.
Replacement
Where we agree to replace a Product, a replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (does not apply to change of mind).
The delivery time for the replacement Product will be subject to our usual delivery times.
Only the Consumer Guarantees will apply to all replacement Products.
Change of Mind Guarantee
In addition to the Consumer Guarantees, you may return the Products to us if you change your mind provided that:
- you return the Products to us within 30 calendar days from the date of delivery;
- the Products are new, undamaged, and unused, with all tags and stickers still attached;
- you provide us with your original tax invoice (as proof of purchase); and
- you provide us with the RMA number that we issue to you, for us to process a refund.
For information on the most appropriate way to return items for change of mind you must first contact the Downee Customer Service Team.
You are responsible for return postage for the Products to our nominated warehouse. We recommend that Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
Unless the Product has a major failure to comply with the Consumer Guarantees or manufacturer warranty, or the return is a direct result of a Downee error, Downee will not issue a refund for any delivery cost, and Downee may charge a restocking fee of 15% of the purchase price paid for the Product.
This change of mind guarantee does not apply to:
- Products that we repair or replace in accordance with the Consumer Guarantees;
- custom made, altered or modified Products; and
- clearance or on sale Products.
How to return a Product
You can return a Product by post by completing the above procedures and obtaining an RMA number. Please securely package the Product and post it to:
Downee – Returned Goods
70 William Angliss Drive
Laverton North
Victoria 3026
Australia
It is your responsibility to return the Products to us in a safe and secure way to avoid loss or damage. Please allow 14 days for us process your return once the Product been received by us.
Read our Warranty Statement.
This Returns & Exchanges Policy was last updated on 24 June 2024.