Refund & Returns Policy
Identity Australia (IDA) will accept the return of goods and provide refunds or credit under the following conditions.
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Requests for Returns
Requests for returns, for whatever reason must be made to IDA within one week of receipt of goods.
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Incorrect Goods
- If incorrect goods are supplied due to an error by IDA then the customer will have the choice of having the correct goods shipped, or cancelling the order. In either event, there will be no freight cost incurred by the customer for the return of the incorrect goods or the re-shipment of the correct goods.
- If incorrect goods are shipped due to an error by the Customer then the order will be corrected, the incorrect goods returned and IDA will ship the corrected order. The customer will be liable for all freight costs including the original shipment, the return shipment and the corrected order shipment.
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Damaged Goods
IDA will replace goods damaged in transit. The goods must be returned for inspection and to enable IDA to claim transit insurance. If the customer fails to return the damaged goods, then no credit will be provided for the damaged goods.
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Faulty Goods.
IDA will replace faulty goods. The goods must be returned for inspection and to enable IDA to claim warranty replacements on the manufacturer. If the customer fails to return the faulty goods, then no credit will be provided for the faulty goods.
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Change of Requirement
If the Customer determines they do not want the goods after taking delivery, for whatever reason other than the aforesaid (incorrect, damaged or faulty goods), then it will be totally at IDA’s discretion whether or not to provide a credit or refund.
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Return Procedure
- The Customer must notify either the sales person or the Customer Service Desk at IDA of the return and the reason on 02 9638 0944.
- IDA will arrange for pickup of the product depending on the circumstances of the return.
- Replacement goods, a credit or refund will be provided depending on the circumstances of the return.