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All goods to be returned, faulty or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please contact eMarketplace.
Note: eMarketplace follows the returns policy of its suppliers. As such, we advise all our Customers to check with eMarketplace on the returns policy of the products before any purchase.
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- All products returned MUST be 100% complete and contain ALL original manufacturer boxes with the original UPC code (Universal Product Code, usually located on the surface of the manufacturer box) and packing materials, all manuals, blank warranty cards, accessories and any other documentation included with the original shipment. All products returned for credit must be in pristine, unopened condition with all seals intact. Opened, damaged or soiled product will not be accepted.
- Returns will not be accepted without a valid invoice number. For faster service, please contact eMarketplace with the following information: Customer name, Invoice number, Serial number and the reason for the return.
- eMarketplace accepts no responsibility for any loss or damage occuring in transit on returning goods to eMarketplace.
All returns take approximately up to 14 days to process from the date of receipt of goods by eMarketplace (exceptions to this may occur from time to time).
- Customers are responsible for all costs associated with the return of the product to eMarketplace and eMarketplace will not pay or reimburse any associated costs. eMarketplace will pay for the shipping costs of the replacement or exchange item(s).
- eMarketplace recommends that products returned by post be sent by registered or certified mail. eMarketplace accepts no responsibility for loss or damage occurring in transit.
- Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act.
- For more details on our return policy, please refer to:
- Return of DEFECTIVE Goods
- Return of NON-DEFECTIVE goods
- Discontinued Products
- Special Conditions
Please note that product incompatibility is NOT a fault and cannot be returned.
We cannot ensure what you purchase is compatible with any existing products that you already have.
Whenever in doubt, customers are strongly advised to confirm the system compatibility with the original product manufacturers before making a purchase.
DEFECTIVE returns must be returned within 7 days from the invoice date, at eMarketplace's discretion for credit, replacement, exchange or repair.
Note: The warranty period and service for all products varies from manufacturer to manufacturer.
eMarketplace members may be required to contact the manufacturer's technical support department directly, to acquire authorisation to return any defective goods.
Refunds or exchanges are issued after receipt and inspection of returned goods. Refunds or exchanges do not include original shipping and handling charges.
- NON-DEFECTIVE Goods fee
For warranty claims on DEFECTIVE goods, if we receive a product that is inspected and found to be non-DEFECTIVE, a non-negotiable of $65 non-DEFECTIVE goods fee shall be chargeable. The Customer will have to pay for the shipping cost before the non-defective item is returned to the Customer.
- Dead on Arrival (DOA)
DOA (Dead on arrival) items are eligible for repairs or replacement only. We do not issue refunds for DOA products. DOA items must be reported within 7 days from the time you receive your goods. Failure to report a DOA item within 7 days will result in you not being able to claim the item as a DOA. This is particularly important for laptops, PDA, mobile phones etc where the manufacturers have strict guidelines.
A NON-DEFECTIVE product ('No Fault Product') is a product returned by the Customer to eMarketplace in circumstances where the return is not due to the fault of eMarketplace or any fault with the product.
Due to the costs involved with processing returns and cancellations, a minimum of $50 or 20% restocking/cancellation fee (whichever is greater) is applicable.
eMarketplace reserves the right to issue store credit towards future purchases only.
eMarketplace reserves the right to refuse the return of any item(s) in its sole discretion. We do not need to provide a reason.
Situations where we may refuse a return includes, but are not limited to:
- the packaging has been opened, damaged or soiled
- is not returned in its original packaging
- is incomplete or contain missing parts
- shows physical damage to the product(s)
- is no longer offered for sale by eMarketplace
- the price of one or all of the ordered products have changed
- does not include a valid RA number on the shipping label
- has an expired RA number
- is received by eMarketplace beyond 7 days from the RA issued date
- product information or specification details in our store is not up-to-date with the manufacturers' website. Customers are advised to check directly with its manufacturer for the most up-to-date information.
- products sold on non-return basis
eMarketplace will not pay for shipping of non-faulty or non-defective items and the Customer will pay and organise courier pick-up or any other means of return delivery. As such, the Customer is responsible for the cost of returning the item to eMarketplace and the original shipping fee is non-refundable.
All return requests will need to first contact eMarketplace Customer Service via email to obtain a Return Authorisation (RA) number within 7 days from the date the product(s) was shipped. eMarketplace must receive the return product(s) within 7 days from the RA issued date. Returns received by eMarketplace beyond 7 days from the RA issued date will not be accepted for return.
In the circumstances where the returned RA product(s) is being rejected by eMarketplace, the Customer shall be responsible for the cost of these returned product(s) to be delivered back to them. This cost shall be debited from the Customer initial payment before eMarketplace can proceed to deliver the rejected RA product(s).
All refund or credit will only be made after the returned product(s) has been received, inspected and accepted by eMarketplace. This process usually takes 2-3 weeks. Once this is completed, the refund will be credited to the same mode of payment that the Customer has made their purchase - excluding any restocking fee, freight or other costs.
Note: Refunds on purchases made with a credit card will only be credited to the same card.
All Customers' RA requests will be confirmed via e-mail. Please do not send any goods to eMarketplace prior to receiving the RA number. eMarketplace reserves the right to authorize product returns beyond 7 days from the invoice date.
eMarketplace rarely issues replacements for incompatible parts as it is the responsibility of our customers to make sure that what they purchase is indeed compatible with their requirements.
eMarketplace will, under instructions from its suppliers, discontinue product(s) from time to time. Your right to return these discontinued product(s) may be limited.
Products supplied on a "No Return" basis cannot be returned to eMarketplace unless the product is faulty within the warranties imposed by statute and which cannot be excluded by agreement.
Products sold on "No Returns" basis include:-
- All Acer products
- All ASUS products
- All Dopod products
- All Ergotron products
- All ETEN products
- All Fujitsu products
- All HP/Compaq products (inc. handhelds and accessories)
- All Nokia products
- All Palm products
- All Samsung notebook products
- All Toshiba products
- All Lexar Memory Cards products
- All O2 Smartphones products
- All Notebook & Computer products
- All PDA & Handheld products
- All Printer Toner & Cartridge products
- All Software products
However if any of the shipped products is found to be defective, the Return of DEFECTIVE Goods policy will be applicable.
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