Warranty

The Australian Consumer Law and Your Rights

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

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 for 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 failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

ZEMEL Refund And Warranty Policies

ZEMEL Warehouse is dedicated to protecting your consumer rights and upholding our responsibilities as a respected Australian business. When things go wrong, we want to find solutions as quickly as possible so that you can get back to enjoying your purchase. The following sections detail how we process different types of returns.

Product Faults & Delivery Issues

ZEMEL Warehouse will cover the cost to send replacements for confirmed faulty items.
Confirming a product fault may require additional troubleshooting steps where applicable.
If a fault cannot be confirmed via troubleshooting, the item may need to be returned to us for testing at the customers expense either by post or in-store.
When goods are tested and found to be fully functional, they will be returned at the customer's expense. The current full-price cost of shipping will be charged to send it back. Alternatively, a refund minus of 10% restocking fee may be offered.
Incompatibility with existing customer hardware does not constitute a fault except when it contradicts the product description, or reasonable expectation of performance based on the product description.
It's buyers responsibility to provide correct post address. ZEMEL Warehouse assumes no liability for lost, misdirected or stolen mail where incorrect delivery information or an Authority to Leave has been given.
Returning goods must be complete with all parts and packaging unless otherwise arranged.
Free gifts and items provided at no cost are not covered by our warranty or returns policy.

Incorrect Purchases & Non-Faulty Returns

Non-faulty items may be returned within 30 days of purchase provided they are in original condition.
It's buyer's responsibility to cover the cost of returning non-faulty items to us.
10% restocking fee will be deducted from refund of non-faulty item(s).
In the event of an exchange, it's buyer's responsibility to pay the cost of re-delivery shipping, as our standard discount rates (free delivery) only apply to new orders.
Returned items which arrive damaged or incomplete (missing parts) are not eligible for refund or replacement. Please take care to protect your returns against transit damage.
Hard drive circuit boards are specially supplied for data recovery purpose only, they are not refundable once used.
Products designed for personal use (ie: Headphones and Sports armbands, etc) cannot be accepted back under any circumstances due to hygiene concerns, unless the item is deemed faulty. If you have broken the seals or opened the packaging , the product is deemed unsafe for resale.
Free gifts need not be returned - they're all yours!

Warranty may be voided if any of the following happens:

The returned product is physically damaged because of improper use
The returned product is dismantled, soldered, modified, cut or deformed
The returned product is painted or marked
The returned product is incomplete such as lost some parts.

When returning an item to us by mail or courier, we recommend using a trackable or registered service to ensure safe delivery. ZEMEL Warehouse does not assume any liability for lost, missing or misdirected return post.

ZEMEL Return Steps

Faulty Product Returns

If you are experiencing issues with your product, please refer to our Frequently Asked Questions and corresponding answers first. If you are unable to find an answer or solution to your issue, please Contact Us and we are always here to help. Please note that where products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to us within 3 days of receipt of the product, failure to do so may result in your claim being denied.

To lodge a claim:

Simply Contact Our Team and provide us with a description of the fault. To assist our team in providing you with a speedy resolution, please take photos and/or a short video demonstrating the damage or fault with your product, they are very very helpful to sort out problems.
Our Support team will review your claim and attempt to troubleshoot and resolve the issue for you without the need to return your product.
If it is determined via troubleshooting that your product may be faulty, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
Once we receive the product, our experienced technicians will assess it and determine how to best resolve the issue.

As an online retailer, we do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue.

Change of Mind Returns

It's okay to change your mind. We accept returns of non-faulty items within a short period of time after purchase.

Products must be returned in their original packaging, along with all included accessories, be in original condition suitable for resale, and must not have been damaged during the time the product is in your possession, including up until we receive the product.

You must notify us within 14 days of taking delivery of your product and request a return under this policy. If there is no proof of the delivery date it will be assumed to be 3 business days from the date of dispatch of the product.

The product must be returned to us within 10 business days of your request to return your product.

You must return the product at your own cost and you must comply with the directions for returning the product that our staff provide to you. The product will remain your responsibility during transit until they are received at the address supplied by our staff. We do not accept any liability for any loss or damage which may occur during transit.

After receiving the returned product, we will issue a store credit (order price) as soon as is reasonably practicable and you will receive an e-mail acknowledgement when it get processed.

If you request cash refund of non-faulty returns, a 10% restocking fee will be deducted from the order price.