BIGshop Direct
Returns Policy
Please check all Goods immediately upon receiving them. If shipping or handling damage is evident you are within your rights to refuse to sign for the Goods.
Unless other wise stated in the item description, all shipping fees include shipping insurance. Damage must be reported to the BIGshop Direct Customer Service Department within 24hours of receiving the Goods to claim on this insurance. Please note, BIGshop Direct is unable to refund shipping or associated freight costs. Please see our contact page and Returns Policy below for more details.
WITHIN 30 DAYS OF DISPATCH
OUTSIDE 30 DAYS OF DISPATCH
DISPOSAL OF UNCOLLECTED GOODS
WITHIN 30 DAYS OF DISPATCH
1. UNOPENED GOODS
As part of our commitment to customer service, BIGshop Direct goes beyond their legal requirements and offers a 14 business day return policy effective from the date of shipment for Goods returned in their original, unopened and undamaged packaging except those Goods sold on a "no return" basis. Where Goods are sold on a "no return" basis we will bring this to your attention prior to the conclusion of the sale.
A credit will be issued for the original purchase price of the Goods, less:
1. any associated freight costs; and
2. a re-stocking fee of 10% of the purchase price
You will need to request a Returned Merchandise Authorization (RMA) number by contacting our Customer Service Department (please see our contact page for these details). BIGshop Direct will not accept the Goods for return which do not have a RMA number issued in accordance with this Returns Policy. Please put the RMA number in large clear print on a label and attach to the Goods packaging. Please do not write on the packaging or attach labels (other than the BIGshop address and the RMA number) to the Goods being returned or the return may not be accepted as it will be deemed damaged.
2. OPENED GOODS - DEAD ON ARRIVAL (DOA), GOODS THAT DO NOT MATCH THEIR DESCRIPTION, DAMAGED IN TRANSIT or INCORRECTLY SHIPPED
We will not accept any opened Goods for return unless the Goods are returnable under a manufacturer's warranty or voluntary warranty or other contract or by law. Please refer to the warranty information made available at the time of sale to see if these warranties were offered with your Goods.
If your Goods are DOA or do not match their description contact our Customer Service Department as soon as the fault is noticed with the 30 day DOA.
For Goods damaged in transit or incorrectly shipped please contact our Customer Service Department within 24 hours upon receipt of the Goods. Unless other wise stated in the item description, all shipping costs through BIGshop Direct include shipping insurance. Shipping damage must be reported to BIGshop Direct within 24hours of receiving the Goods to claim on this insurance. Damaged Goods reported after this period are no longer insured and BIGshop Direct is not liable to issue compensation. Please note, BIGshop Direct is unable to refund shipping or associated freight costs. If you are collecting your item from the depot please check for damage PRIOR to leaving the depot as you are NOT INSURED for the journey from the depot to your final destination.
Our Customer Service Department may request that the Goods be returned, be photographed or arrange to have a local technician verify your claim, which ever is deemed to be the most economical and convenient option. If photographs are requested please ensure that they are received by BIGshop within a reasonable time frame of 14 days.
2.1 CLAIM APPROVED
If the Goods are found to be DOA, not matching their description, defective or were incorrectly shipped, we will offer to repair or replace the Goods or issue a credit for the original purchase price of the Goods, excluding associated freight costs. Where possible, BIGshop Direct prefers to offer repair or replacement as a first solution. Please note, BIGshop Direct is unable to refund shipping or associated freight costs.
If photographic evidence or local inspection is deemed to be sufficient to substantiate your claim under warranty, BIGshop may request that you dispose of the Goods rather than return them.
2.1.1 RETURNING GOODS
You will need to request a Returned Merchandise Authorization (RMA) number by contacting our Customer Service Department (please see our contact page for these details). BIGshop Direct will not accept the Goods for return which do not have a RMA number issued in accordance with this Returns Policy. Please put the RMA number in large clear print on a label and attach to the Goods packaging. Please do not write on the packaging or attach labels (other than the address and the RMA number) to the Goods being returned or the return may not be accepted, as it will be deemed damaged.
If requested, the Goods must be in return transit within 14 days of the request being made. We believe that this is a reasonable time frame. If the Goods are not in return transit within this period a new RMA number must be requested and BIGshop reserves the right to refuse to issue one.
The return address, packaging requests and our freight company details (if your item was shipped, not collected)will be provided to you at the time of issuing the RMA Number. Warehouse collections must be returned to base by the customer and any associated transit costs are the responsibility of the customer.
Please ensure that all Goods are disassembled and suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for Goods, which are damaged whilst in transit back to us. All accessories, instruction manuals and parts are to be returned with the Goods unless otherwise requested. The Goods must be returned in a clean condition or the return will attract a $20 cleaning and service charge payable by the customer.
A copy of the original packing slip, invoice, or other proof of purchase must be included with the returned Goods.
Customers are expected to contact the freight company with the details provided to arrange a collection time that is suitable. Please note that collection times can only be arranged during business hours Monday to Friday.
*** PLEASE ask the courier for the sender's copy of the consignment paperwork - this will have your consignment number. Please email this to BIGshop at custservice@bigshop.com.au so that we can track the returning item. ***
For smaller items a Reply Paid address will be provided and the customer is expected to transport the Goods to the nearest Australia Post Office for return.
BIGshop Direct will test all Goods returned as “Dead On Arrival” or "Damaged in Transit" within 7 working days of receipt into our warehouse. Where the fault cannot be observed by our internal testing within 7 days, we may forward the Goods to the manufacturer or an authorized service centre or agent for assessment.
While every care will be taken, BIGshop is not directly liable for any loss, damage or theft of any Goods in our care.
If Goods have been sent away for inspection and manufacturing fault is detected by the manufacturer or an authorized service centre the Goods may be repaired. Once the repaired Goods are returned to us by the manufacturer or service agent or a replacement is arranged we will organise return delivery of the Goods to you.
In these circumstances BIGshop Direct will be responsible for all associated freight costs.
2.1.2 AUTHORIZED INSPECTION OR REPAIR
If the product is large, difficult to ship or the error suspected may be more economically and conveniently repaired by a local service technician BIGshop may arrange a local repair. BIGshop will let you know which authorized repairer to visit or have someone to visit your premises. In these instances, authorized repair labour, technician travel and parts will be paid for by BIGshop provided the repair takes place within a reasonable time frame. BIGSHOP WILL NOT BE HELD RESPONSIBLE FOR REPAIRS NOT ARRANGED OR AUTHORIZED BY BIGSHOP OR REPAIRS THAT TAKE PLACE AFTER A REASONABLE PERIOD OF TIME HAS ELAPSED.
2.2 CLAIM REJECTED
2.2.1 RETURNED GOODS
If Goods returned as DOA, not matching their description, damaged in transit or incorrectly shipped are found to be in full working condition, matching their description or that any defects or damage were caused by wear and tear or misuse after you took receipt of the Goods or the Goods were shipped correctly, you will be charged a processing fee of $30 and any freight costs associated with the return, payable prior to the Goods being returned to you.
If requested, BIGshop will quote on you on a repair or replacement prior to repair or replacement. In these circumstances you will be charged a processing fee of $30 and held responsible for all shipping costs associated with the approved repair, the cost of labour and parts, payable prior to the Goods being returned to you. See “RETURNING GOODS FOR REPAIR”.
2.2.2 AUTHORIZED INSPECTION
If the product is large, difficult to ship or the error suspected may be more economically and conveniently repaired by a local service technician BIGshop may arrange a local repair. BIGshop will let you know which authorized repairer to visit or have someone to visit your premises. If no fault is found by the authorized local service technician, the call out fee, testing fee, labour and any associated travel costs are your responsibility.
OUTSIDE 30 DAYS OF DISPATCH
Only Goods that are faulty or otherwise returnable under a statutory warranty or manufacturer’s warranty will be accepted for return after 30 business days. Please refer to the warranty information made available at the time of sale to see if these warranties were offered with your Goods.
1. PARTS WARRANTY
If your product is covered by a parts warranty that extends beyond the 30 day guarantee, please contact our Customer Service Department as soon as the fault or error or otherwise is detected.
BIGshop will supply any or all parts necessary to repair Goods damaged or defective due to manufacturing error and cover the cost of freighting the parts to you. BIGshop can also recommend a local service agent to carry out repairs and installations. BIGshop is not responsible for servicing or labour or transportation costs outside of the 30 days from date of dispatch other than the freight of parts. While BIGshop endeavours to stock as many parts as necessary, should we need to source a part from the manufacturer for you, either locally or internationally, there may be a waiting period.
Any parts warranty offered will not cover or include any defects or damage caused by wear and tear or misuse after you took receipt of the Goods. Parts required after the expiration of the warranty or not covered by warranty can be purchased from BIGshop, if they are held in stock, or sourced from the manufacturer through BIGshop. All parts costs and associated shipping cost will be payable by you.
BIGshop will not be held responsible for any loss, loss of income or inconvenience caused by or arising from the failure to stock parts or provide parts for outdated or old stock lines.
2. RETURNING GOODS FOR REPAIR
BIGshop also offers a repair service from our premises in Brisbane for selected items. Should you wish to return your Goods to us for repair you will be responsible for all shipping of the Goods and cost of labour. BIGshop will provide all parts at no cost if the Goods are within the parts warranty period applicable and the damage or defect is due to manufacturing error. While BIGshop endeavours to stock as many parts as necessary, should we need to source a part from the manufacturer for you, either locally or internationally, there may be a waiting period.
If the Goods are not covered by a parts warranty or the defect or damage has been caused by wear and tear or misuse after you took receipt of the Goods, the costs of parts will be added to the repair. While every care will be taken, BIGshop is not directly liable for any loss, damage or theft of any Goods in our care.
Labour will be charged at $60 per hour or part there of in 15min blocks. Labour rates may vary, so please enquire about our rates prior to returning the Goods. A minimum $30 testing fee will apply to all returned Goods regardless of repair being successful or not.
The Customer Service Department will give you all the details you require to have the Goods returned to us. Please have all your details and your order details ready for the Customer Service Representative.
You will be issued a Returned Merchandise Authorization (RMA) Number by our Customer Service Department (please see our contact page for these details). BIGshop Direct will not accept the Goods for return which do not have a RMA Number issued in accordance with this Returns Policy. Please put the RMA number in large clear print on a label and attach to the Goods packaging. Please do not write on the packaging or attach labels (other than the address and the RMA number) to the Goods being returned or the return may not be accepted.
If requested, the Goods must be in return transit within 14 days of the request being made. We believe that this is a reasonable time frame. If the Goods are not on return transit within this period a new RMA number must be requested and BIGshop reserves the right to refuse to issue one.
Please ensure that all Goods are suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for Goods, which are damaged whilst in transit back to us. All accessories, instruction manuals and parts are to be returned with the Goods unless otherwise requested. The Goods must be returned in a clean condition or the return will attract a $20 cleaning and service charge payable by the customer.
A copy of the original packing slip, invoice, or other proof of purchase must be included with the returned Goods.
Customers are responsible for all shipping cost and insurance on returning Goods.
*** PLEASE ask the courier for the sender's copy of the consignment paperwork - this will have your consignment number. Please email this to BIGshop at custservice@bigshop.com.au so that we can track the returning item. ***
If BIGshop cannot repair the Goods under parts warranty we will either recommend a repair company and supply the parts necessary at no cost or, if possible, replace the Goods. Further repair and all associated shipping costs will be at your cost.
If BIGshop cannot repair the Goods outside of parts warranty or not covered by the warranty we will recommend a repair company. Further repair, parts and all associated shipping costs will be at your cost.
DISPOSAL OF UNCOLLECTED GOODS
The acceptance, by BIGshop Internet Services (the bailee), of returned Goods for inspection, custody, storage, repair or other treatment is subject to the Queensland Disposal of Uncollected Goods Act 1967 and that this Act confers on the bailee a right of sale exercisable in certain circumstances after the appropriate period of time has elapsed and appropriate notice has been given.
Note: Bigshop.com.au is the domain name of BIGshop Direct. BIGshop Direct is a trading name of Inthenet Pty Ltd.
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