New Media Australia Pty Ltd as trustee for the New Media Australia Trust trading as "New-Media" (ABN 30 792 267 311) ("we", "us" or the "Company") prides itself on providing products of the highest quality and is committed to customer satisfaction.
Our goods are Australian-sourced and covered by the manufacturer's warranty.
Additionally, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A product or good has a major failure when:
- it has a problem that would have stopped someone from buying it if they’d known about it;
- it is significantly different from the sample or description;
- it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
- it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
- it is unsafe.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.
If you believe that your product is faulty or has a defect, please contact our customer service team as the first step.
We will work with you to troubleshoot the issue and determine if a warranty claim is necessary. If your product is eligible for a warranty claim, we will provide instructions on how to return the item for a replacement or refund.
If no fault is found, or if your item is not eligible for a warranty claim, it will be returned to you at your at your expense.
If you have placed an order with us and wish to cancel your order for any reason – even if you simply change your mind – we will provide you with a full refund, provided that we receive notice of the cancellation of your order before we have begun processing your order.
If we have already started processing your order, then please see our Change of Mind policy below.
Change of Mind Returns
All Change of Mind returns are subject to our inspection and final approval.
Unopened items, in their original packaging, and in resalable condition, can be returned for a refund or store credit within 14 days of purchase. We will refund the purchase price of the item, minus any shipping charges.
Goods that have been opened may be accepted at our discretion, less a restocking fee of up to 25% of the original purchase price for the given product(s), as we can no longer sell these goods at their original price.
Opened goods returned within 14 days of purchase may be eligible for a refund, store credit or exchange (less restocking fee).
Opened goods returned 15-30 days after purchase may be eligible for a store credit or exchange only (less restocking fee).
- Returns cannot be accepted for opened goods that are more than 30 days past the purchase date.
Change of Mind Returns cannot be accepted for:
- Special Order or Custom-built items;
- Items sold as "Open Box";
- Items on Sale or Clearance;
- Products that have been dropped, damaged, modified, tampered with, or have had manufacturer labels removed; or
- Opened and used goods that may breach the health and safety regulations, such as headsets, earpieces, and headphones unless the item is faulty.
Incorrect Item Received
If you receive an item that is not what you ordered, please contact our customer service team within 7 days of receiving the item. We will work with you to determine the best course of action, which may include a replacement or refund.
We will also provide instructions on how to return the incorrect item, and we will cover any associated shipping costs.
Shipping costs for Returns
In all cases, you must pay the costs involved in shipping the returned product back to us, or the manufacturer in the event of a warranty claim.
Should you be eligible for a warranty claim, or you have received an incorrect item, we will reimburse you for your reasonable shipping costs incurred in returning the product to us.
In the case of Change of Mind returns, you are responsible for the cost of returning the goods.
All goods are your responsibility until received by us, or the manufacturer. For your protection, we recommend that you use a registered mail service that has adequate insurance for the item you are returning. New-Media will not be held responsible for any lost or damaged items in transit.
Refunds will be processed using the same payment method as your original order, unless otherwise agreed.