You will need to supply the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorization Number:
- Name and contact details of original purchaser.
- Our reference number
- Part number of product to be returned
- Date on packing slip or invoice
- Reason for return
- Your name and contact details.
Each Return Authorization Number is only valid for one (1) product and must match the product authorized for return.
Return Authorization Numbers are only valid for 7 days, so we must receive the returned product into our warehouse within this period; otherwise, the return may not be accepted if it is returned as (Unopened Product) (see below).
It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted if it is returned as (Unopened Product).
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
The Return Authorization Number should be clearly visible on the outside of the product-shipping carton.
For "Dead on Arrival" or "Incorrectly Shipped" products, MacOnline will arrange for the product to be picked up for return to MacOnline. The method might vary depending on the product. For all other returns, subject to any rights the customer might have under a manufacturer's warranty or otherwise under contract or statute, the customer is responsible for all costs associated with return of the product to MacOnline and MacOnline will not pay or reimburse any associated costs. MacOnline recommends that products returned by post be sent by registered or certified mail. MacOnline accepts no responsibility for loss or damage occurring in transit on return to MacOnline.
If a product is not (Dead on Arrival), (Incorrectly Shipped) or otherwise returnable under this Refunds and Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to You at Your cost.
MacOnline will test all products returned as (Dead on Arrival) or (Incorrectly Shipped) within 7 days of receipt into MacOnline 's warehouse. Some products may need to be returned to the manufacturer for testing. If Your product is in full working condition or any defects or damage can be shown to have been caused after You took receipt of the product, it will be returned to You and You will be invoiced for the processing and freight costs associated with the return. These invoiced amounts will be payable by You within 30 days of receipt of invoice.
Unless stated otherwise under this Refunds and Returns Policy, manufacturer's warranty or other contact or statute, MacOnline reserves the right to refuse any returns that:
- are incomplete or missing parts; or
- are not returned in their original packaging,
- show signs of physical damage to the product or its packaging.
- do not include a valid Return Authorization Number on the shipping label.
- have an expired Return Authorization Number.
Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
If the product is eligible for return, You can contact MacOnline and have a Return Authorization Number issued. With the exception of (Unopened Product) (see below), we cannot process the return immediately, and will process the return via the same procedures as detailed above once the product is received by our staff.
F. DEAD ON ARRIVAL PRODUCT
In the event that You receive a product that is not in working order, You should notify our
Customer Service staff immediately upon receipt of the product.
In the event that a product develops a fault that appears to have been caused during its manufacture or otherwise prior to purchase (excluding, for example, faults due to willful damage, environmental conditions or customer misuse post-purchase), You should notify our
Customer Service staff immediately upon noticing the fault so we can process the return as a Dead on Arrival Product.
NOTE: This fault must appear and be reported within 10 business days of purchase.You will be issued with a Return Authorization Number in accordance with the above procedures. If possible, You should package and address the product for return in accordance with the above procedures (see (Return Procedures)).
We will arrange for the product to be collected from You for return to MacOnline.
If it is reasonably determined, by MacOnline or the manufacturer, that the product is not defective, it will be returned to You and You will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by You within 30 days of receipt of invoice.
For products which are determined, by MacOnline or the manufacturer, to be (Dead on Arrival), a replacement unit will be shipped in its replacement.
Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
G. DAMAGED IN TRANSIT PRODUCT
All item shipped by MacOnline will be covered up to $1000 insurance.
In the event that You receive a product that appears to have been (Damaged in Transit) - that is, damaged in transit from MacOnline to You - You should:
- refuse to accept delivery of the product,
- direct the courier to "Return goods to sender" and
- notify our Customer Service staff immediately.
If You have already accepted delivery, and then notice that the product appears to have been damaged in transit, You should notify our
Customer Service staff immediately.
You will be issued with a Return Authorization Number in accordance with the above procedures.
If possible, You should package and address the product for return in accordance with the above procedures (see (Return Procedures)). To minimize processing time and potential difficulties in proving the cause of damage, we recommend that all "Damaged in Transit Products" be returned to MacOnline within 7 days of purchase.
We will arrange for the product to be collected from You for return to MacOnline.
If it is reasonably determined by MacOnline that the product has not been damaged in transit, it will be returned to You and You will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by You within 30 days of receipt of invoice.
For products which are determined by MacOnline to be damaged in transit, a replacement unit will be shipped to You.
Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
H. INCORRECTLY SHIPPED PRODUCT
In the event that You receive a product that is different to the one ordered ((Incorrectly Shipped Product)), You should notify our
Customer Service staff immediately upon receipt of the product.
You will be issued with a Return Authorization Number in accordance with the above procedures.
If possible, You should package and address the product for return in accordance with the above procedures (see (Return Procedures)).
For all (Incorrectly Shipped Products), a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to You. We will arrange for the product to be collected from You for return to MacOnline.
If it is found by MacOnline that the product was shipped correctly (for example, where You have ordered the wrong product by mistake), it will be returned to You unless validly returned under one of the other policies contained in this Refunds and Returns Policy. If it is returned to You, You will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by You within 30 days of receipt of invoice.
Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
I. UNOPENED PRODUCT
Except for product sold on a "No Return Basis" as detailed below, MacOnline offers a 7-day return policy for product in its original, unopened and undamaged packaging.
You must contact our
Customer Service staff within 7 days of shipping of the product; otherwise, we cannot authorize a return.
You will be issued with a Return Authorization Number in accordance with the above procedure.
You will need to package and address the product for return in accordance with the above procedures (see (Return Procedures)).
MacOnline will organise collection of the goods at the customers expense.
For products which are found to be in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to You and the return delivery.
K. FAULTY PRODUCT
In the event that the product You have received is faulty on receipt or develops a fault, You may be able to return it under one of the "Dead on Arrival Product" or (Damaged in Transit Product) procedures above. Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
If a manufacturer offers to accept opened product for return, then we will honour the manufacturer's Returns Policy where it involves us as the retailer.
The manufacturer's Returns Policy will direct You to either:
- Return the product directly to the manufacturer, its agent or a third party service provider; or
- Return the product to the retailer from whom the product was originally purchased.
If the manufacturer directs You to return the product to the manufacturer, agent or a third party, then You should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers Returns Policy. The manufacturer will then organize any refund, repair or replacement payable under the policy.
If the manufacturer directs You to return the product to us as the retailer, then You should contact our
Customer Service staff at least 7 days before the expiration date specified by the manufacturer; otherwise, the return may not be authorized in some circumstances.
You will be issued with a Return Authorization Number in accordance with the above procedures, but You should specify that the goods are being returned under the manufacturer's Returns Policy. You should also provide any additional information that may be required under the manufacturer's Returns Policy.
Where possible (and to the extent consistent with the manufacturer's Returns Policy), · You will need to package and address the product for return in accordance with the above procedures (see Return Procedures). MacOnline will organise collection of the item for return to our warehouse at the customers expense.
MacOnline will not pay or reimburse any costs associated with a customer-organized shipment unless it agrees to do so or is required to do so under this Refunds and Returns Policy.
The product should be received by our warehouse within the period specified by the Manufacturer; otherwise, the return may not be authorized in some circumstances.
For products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to You and the return delivery.
If the product has not been validly returned under a manufacturer's return policy (or any other policy described in this Refunds and Returns Policy), it will be returned to You and You will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by You within 30 days of receipt of invoice. Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
We will not accept any opened product for return unless the product is returnable under the express terms of this Refunds and Returns Policy, a manufacturer's warranty or other contract or statute.
Examples of conditions under which we would accept opened product are:
- "Dead on Arrival" or "Damaged in Transit" product.
- Product which develops a fault due to a cause occurring prior to purchase.
- Product that could be considered to be of un-merchantable quality.
- Product that fails to perform to the manufacturer's specifications.
- Product that fails to perform as advertised.
Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
L. SOFTWARE
Unopened software can be returned for refund as "Unopened Product" or (Incorrectly Shipped Product) under the procedures outlined above.
Defective or damaged software can be returned for refund as per "Dead on Arrival" or "Damaged in Transit" procedures above.
Opened software that is not "Dead on Arrival" or "Damaged in Transit" will only be accepted for return under those conditions detailed in paragraph K. Faulty Product above or otherwise under a manufacturer's warranty or other contract or statute.
The term "No Return Basis" means that, unless the product is "Dead on Arrival", or "Damaged in Transit", (Incorrectly Shipped) or otherwise returnable under manufacturer's warranty or other contract or statute, the product will not be accepted for return.
Examples of products sold on a "No Return Basis" include:
- Ex-demo products.
- Ex-rental products.
- Licensed software.
- Products with a "Price Markdown" label.
- Products with a "No Return" label.
- Products specially ordered for a customer.
- Product listed on the packing slip or invoice as "No Return".
Examples of conditions under which we would accept "No Return Basis" product are:
- "Dead on Arrival" or "Damaged in Transit" product.
- Product that could reasonably be considered to be of un-merchantable quality.
- Product that fails to perform to the manufacturer's specifications.
- Product that fails to perform as advertised.
Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
M. PROCESSING CREDITS/REFUNDS
A credit note will normally be issued within 7 days of us receiving the goods returned in accordance with this Refunds and Returns Policy, with the exception of goods that are not obviously faulty and may require testing.
Where a product is returned because You believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.
The credit note which is issued can then be used as a payment against future purchases or converted to a refund.
We will only issue refunds on request. For Your security, all refunds will be made either by cheque or by applying a credit against the credit card used for the original purchase. The actual method of refund will may depend upon the payment method used for the original purchase.
In some circumstances, we may elect that a replacement product or repair is sufficient remedy instead of a full refund. This election will be at our sole discretion, but will only occur after consultation with You and in accordance with relevant warranties, other contracts and statutes. If we elect to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to You promptly; in these circumstances, we will still refund Your freight costs.
N. MANUFACTURER'S WARRANTY
With the exception of products that are clearly excluded, all products are sold with a full manufacturer's warranty. The warranty periods and service levels vary by manufacturer and product. If You are interested in purchasing an Apple Extended Warranty, please contact our
Sales Team.
The following paragraphs must be read subject to any conditions, exclusions or qualifications contained in this Refunds and Returns Policy, or in Apple's Extended Warranty, Terms and Conditions, or other manufacturer's warranty or Terms and Conditions or any other contract or statute.
All claims for warranty service outside 14 days should, in the first instance, be directed to the manufacturer or there is authorized service centre or agent.
If the manufacturer directs You to return the product to us as the retailer, then You must contact our
Customer Service staff within 14 days of first noticing the problem for which You are claiming service under warranty, and at least 14 days before the expiration of the warranty period specified by the manufacturer otherwise we may not be able to process a return.
You will be issued with a Return Number in accordance with the above procedures, but You will need to specify that the goods are being returned under the manufacturer's warranty. You should also provide any additional information that may be required under the (Manufacturer's Warranty) procedures set out in this Refunds and Returns Policy.
If possible, You should package and address the product for return in accordance with the above procedures (see (Return Procedures)).
MacOnline will organise collection of goods at the customers expense. MacOnline will not pay, nor reimburse any costs associated with a customer-organized shipment under a manufacturer's warranty.
The product must be received by our warehouse at least 7 days prior to expiration of the manufacturer's warranty period so as to allow sufficient time for the product to be returned to the manufacturer before the expiration of the warranty period.
Upon receipt of the product, MacOnline will return the product to the manufacturer or its authorized service centre or agent for repair/ or replacement.
The product will be repaired/ or replaced at the sole discretion of the manufacturer. Should the manufacturer determine that the fault is not covered by the manufacturer's warranty, and then we will advise You of the quoted repair costs and ask if You wish to proceed with the repair? If You decide not to proceed with the repair, the manufacturer may charge You an inspection fee.
Once the product is returned to MacOnline by the manufacturer or its authorized service centre or agent, we will arrange return delivery of the product to You.
For products where the manufacturer has determined that the fault is not covered by the manufacturer's warranty, we require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to You.
If You have problems contacting the manufacturer or its authorized service centre or agent, then please contact our
Customer Service staff so that we can assist You with Your warranty claim.
O. NON-WARRANTY SERVICE AND REPAIRS
All claims for Service not covered by any kind of warranty should, in the first instance, be directed to the manufacturer or its authorized service centre or agent.
If the manufacturer directs You to return the product to us as the retailer, then You must contact our
Customer Service staff.
