Product Return Procedures

The following provisions will apply in respect of the return of Faulty and No Fault Products by the customer to Astrontech in accordance with clause 9 of the Trading Terms:

Faulty Products Return Procedure

A 'faulty' product is a Product returned by the customer to Astrontech that failed to operate in accordance with its functional specifications.


Dead on Arrival Products

A 'DOA' (Dead on Arrival) product is a faulty Product that failed in the early life of usage or out of box. The DOA period for each Product will vary based on manufacturer policies, and commonly ranges from 7 to 30 days.


Warranty Products

A 'Warranty' product is a faulty product that failed within the warranty period. The warranty period for each Product will vary based on manufacturer policies.


Returns Procedure

Customer must supply:

  1. Astrontech Invoice Number
  2. Astrontech Product Code
  3. Quantity of the product(s) that needs to be returned
  4. Serial number for each product that needs to be returned
  5. Fault details for each product that needs to be returned
  6. Customer's Proof of Purchase for each product that needs to be returned
  7. Manufacturer's pre-authorisation number if applicable

Under manufacturer's instructions, Astrontech will issue a credit, replacement or repair for the return of faulty products. Replacement or repair returns may result in delays due to manufacturer processing lead times and Astrontech stock availability.


Any physical damage incurred on the faulty product due to the misuse of the product will void the warranty and is the Customer's responsibility.


The Customer should provide the correct and exact fault details which Astrontech can advise to the Manufacturer for testing purpose. Any no fault found charges from the Manufacturer will be at the Customer's expense.

  

All faulty products must be returned as a complete set which includes all the components that were supplied originally, eg. Cables, CD and Power Adaptors, and also, with the original packaging.

No Fault Products Return Procedure

A 'no fault' product is a Product returned by the Customer to Astrontech in circumstances where the return is not due to the fault of Astrontech or any fault with the Product. 

Product sold on a "No Returns Basis"

  1. Astrontech is entitled to supply certain Products on a "No Returns Basis".
  2. The expression 'No Returns Basis' means that Astrontech will not accept returns on No Fault Products.
  3. To the extent permitted by law, Astrontech reserves the right to apply the No Returns Basis policy to any promotional or sales product (s) as it deems necessary. Astrontech will use all reasonable endeavours to ensure such products are clearly promoted as being sold only on a No Returns Basis.

Returns Procedure

Customer must supply:

  1. Astrontech Invoice Number
  2. Astrontech Product Code
  3. Quantity of the product(s) that needs to be returned
  4. Serial Number for each product that needs to be returned Customer's
  5. Proof of Purchase for each product that needs to be returned
  6. Manufacturer's pre-authorisation number if applicable

Once the Returns Representative has identified the Product for the return, the Customer will be issued with an RA number. This number must be used in all correspondence relating to the product.


All products returned for credit must be in a pristine and unopened condition with all seals intact. All inward freight will be the responsibility of the customer. Astrontech will not cover the cost of freight on returned products and will not accept responsibility for any damage or loss suffered by the customer.