The product is damaged or not working properly. What do I do?
Occasionally, the product you receive may have been damaged in transit, is not working properly, or may have a missing part. When that happens, please contact our customer service team on call or email, . We will pay for the postage of the broken item back to us for repair. If it cannot be repaired, we will send you a brand new replacement.
Change of Mind
We accept all change of mind returns as long as :
- – It is lodged within 30 days of delivery
- – It is in its original packaging, including instruction manuals and all accessories
- – The Box/Packaging is unworn, unopened, unused and in its original condition
- – Any sewn-in/Attached labels are still attached
Do bear in mind that all postage charges are the responsibility of the customer and refunds will incur a 10% administration and handling fee to a minimum of $9.00
The product isn’t the same as what was shown on the website. What do I do?
In rare circumstances, product descriptions may be slightly inaccurate due to new models being released or features being added or removed. If you receive a product from us that is not as described on the website, we will gladly accept your return. We pay for postage of the product back to us and can offer you a full refund or store credit.
I want to cancel my order. Can I?
As long as the order has not been sent for picking and packing in the warehouse you can cancel your order. Please contact us as soon as possible if you wish to cancel. If the item has left our warehouse please wait for the item to arrive before organising a return. Do note that once the order has left our warehouse, postage back to us will not be covered and a 10% handling fee will be charged.
Once the return has been approved, how will I receive the refund?
Once we verified the return, we will refund back to the original payment channels.
How long can I get the refund ?
Refunds will be issued within 5 working days once we received the returned item.
Return to sender
If your parcel is marked as return to sender due to incorrect address, refusal, not known at address, or similar, an extra fee of $10.00 will be incurred, and you will have to pay for the shipping fee as well if you still want the shipment to be sent.
* Return must be agreed and confirmed by seller before actual return.
* Item must be returned within 30 days from the purchase date, buyer need inform us by written via ebay messenger, then wait for our confirmation how the item will be returned.
* All our items come with a 30 Day Money Back Guarantee (excluding delivery charges). When returning goods,items must be placed in it’s Original Packaging ( include inner packaging ), All parts inside no lose.
If you decide to return, here are some notes need your attention..
* the returned products package must not be opened, and products must not be used. We understand the outer package maybe have been opened for visual inspection, but buyer need keep the package same as original after they seal back.
* Items not returned in original packaging, subjected to damage whilst in transit, soiled or generally not in original condition when returned. Will be examined and if deemed not in
original condition, we may deduct the costs from the amount refunded.
* Buyer ensure that there is nothing ( return paperwork, email copy) stuck on the item or anywhere else inside the packaging;
* onto the returned production outer packaging need the postable lables and return paperwork stuck onto.
* charges may apply if the products is damaged by buyers when returned item is received.
* hgproducts reserves the rights to provide buyers a replacement parts.
* if buyer request to replace the item and we agree, a replacement will be sent to buyer after we receive the return product, new dispatch and return freight are the responsibility of the buyer.
* Once the item has been returned, we will deduct the initial dispatch freight from buyer refund.
* Refunds will only be processed via Paypal or Bank Transfer, depending on the original payment methods.
* These Terms and Conditions shall be governed by and construed in accordance with the laws of Australia.
* Hgproducts Pty Ltd. is not liable for items that have been misused, mishandled or incorrectly installed.
* Buyer should read the instruction carefully before use.
* All accessories and bonus gift ( such as carry bags, cables and batteries ) are not covered by warranty.
Please contact us
Tel: 03 9755 7725