POCKET CHARGE WARRANTY & RETURNS POLICY

HOW TO CONTACT US

If you have any questions or concerns at all, please do contact us via any of the two methods below:

Online:

Email: info@pocketcharge.com.au

Mail:

ATTN: Returns Department

Address: PO BOX 9203, Scoresby, VIC, 3179

THE MOST IMPORTANT SECTION

We here at Pocket Charge pride ourselves as being a responsible, ethical, and very reasonable group of individuals. While the text below may sound very “lawyer”-esque (it’s mandatory unfortunately!), we ask that you please reach out to us via email and we’re positive we can resolve any queries you may have!

The rest of the mandatory Australian Government consumer requirements below:

RETURNS & REFUNDS

We are not required to provide a refund or replacement if you change your mind, but because we stand by our product and out of the kindness of our hearts, we do offer our Relationship Guarantee which includes the follow terms:

1. If you are not in love with Pocket Charge within the first 30 days you are free to return only the unopened products for a refund of these unopened products. Any used and opened products cannot be returned or refunded. 

2. You must pay the return postage costs, though out of goodwill we will refund an extra $2.50 to help with these costs.

3. The products being returned cannot have packaging which is damaged, ripped, or opened in any way.  

4. Any refunds will only be issued upon successful receipt of the returned goods and confirmation of unopened and undamaged packages and products.

5. As you will be arranging the return of goods under the Relationship Guarantee, you will be responsible to ensure the goods are sent securely and ultimately are delivered back to us. We (Pocket Charge) are not responsible for any lost or damaged goods that you return to us. 

Under the Australian Consumer Law, you have the right to a refund or exchange if an item has a major problem for up to one (1) year after original purchase. This is when the item:

– has a problem that would have stopped someone from buying the item if they had known about it

– is unsafe

– is significantly different from the sample or description

– doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase – e.g. your receipt.

WARRANTY

1. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law for up to one (1) year after original purchase. Please see “Your Rights” as a consumer at this link on the ACCC website: http://www.accc.gov.au/system/files/Refunds%20and%20remedies%20counter%20display.pdf

2. Upon Pocket Charge testing the products if the fault is determined as a major failure the customer can choose:

– a refund

– an identical replacement

If the fault is determined as a minor failure Pocket Charge will choose to:

– repair the goods

– replace the goods

– offer a refund

3. Warranty is provided solely on products sold by Pocket Charge. Other faulty products used in conjunction that are not purchased from Pocket Charge will not be covered under warranty.

4. Warranty will be rejected for any non-manufacturing defects, if the item is found to be mishandled, modified, tampered, abused, physically damaged, improperly installed and used, or damaged caused by power surges, electrical faults and lightning strikes. Products returned that show evidence of user induced damage, tampering or modification, will be denied. This includes opening the Pocket Charge outer casing.

5. Please provide original packaging if possible or adequate safe packaging as insufficient safe packaging will result in warranty being voided should any damage occur in transit.

6. A large percentage of warranty returns are tested to be without fault. In the event the product is not faulty, Pocket Charge reserves the right to charge a minimum service fee of $10 per product for time spent on testing the product. Any shipping or handling costs will also be chargeable to customer.

7. Pocket Charge will only be responsible for uncollected warranty products for a maximum period of 60 days. If the customer does not collect their goods within this time period Pocket Charge will dispose of the goods by following the disposing of uncollected goods policy of the Australian Consumer Law.

WARRANTY EXCLUSIONS

Warranty cover will not apply to:

1. Any product that has not been installed in accordance with the installation instruction supplied or damaged due to incorrect installation.

2. Any product that is repaired or altered by anyone other than authorised Pocket Charge personnel where a product disassembled or repaired in such a manner that performance or functionality is affected.

3. Any product that fails or is damaged as a result of improper storage, operation under abnormal conditions misuse, neglect, abuse, accident, act of God or maladjustment of consumer controls.

4. Defects or damage due to spills of liquid or other substances (water damage, dust, cigarette), excessive temperature or humidity and environmental conditions.

5. Aesthetic or surface damage or scratches to all plastic surfaces and other external parts damaged due to normal customer use.

ANY PRODUCT RETURNS MUST BE CLEARLY ADDRESSED AS FOLLOWS:

ATTN: Returns Department

Address: PO BOX 9203, Scoresby, VIC, 3179

 

01 January 2017