Please note that all products (with the exception of ex-demo and second hand products) are sold with a manufacturer’s warranty, unless otherwise noted.
Australian Consumer Guarantee
QNAP Shop operates in full compliance with Australian Consumer Law. Under Australian Consumer Law, Australian customers are entitled to a replacement or refund for a major problem, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced, and services resupplied if the goods or services fail to comply with one of the consumer guarantees, and the failure does not amount to a major problem.
These statutory rights cannot be excluded under the Australian Consumer Law. More information about your rights under the consumer guarantees provisions of the Australian Consumer Law can be found at this website: http://accc.gov.au/consumers/consumer-rights-guarantees.
DOA, DAMAGED, MANUFACTURER-APPROVED RETURNS OR INCORRECTLY SHIPPED PRODUCTS:
If you believe your purchase from QNAP Shop is damaged, faulty or otherwise requiring to be returned, please follow the below steps before attempting to return your product(s) to QNAP Shop:
- Contact the manufacturer (warranty/Technical Support ) of your product(s) to discuss any issue with the product.
- Obtain Return Authorisation from the manufacturer via email.
- Visit our resolution centre (Link) to request an RMA number. Please include the following information in your request (mostly located on your invoice):
- Name and also contact details of the original purchaser
- Invoice number and date found on the printed invoice included with the item
- Number of product(s) to be returned
- Serial Item number
- If the product box has been opened
- Reason for the return
- Once you receive you RMA number, which is valid for 14 days, please return the item to the correct address advised by your customer support representative. Please include all retail packaging, accessories and manuals.
- Please make sure the returned product(s) have been packaged appropriately to avoid physical damage during return shipping as that would prevent any warranty. QNAP Shop will not accept responsibility for goods that are damaged in transit back to us; also you can return the product to our Melbourne office in person.
The returned item will then be tested within 7 working days once it has been received by our office. For some products, it may be required to be sent to the manufacturer/supplier for further diagnostics.
If a Dead on Arrival product (DOA) has been tested and found to be in working condition, the item will be returned to customer and they will be responsible for handling any fees and freight costs associated with the return. The invoiced amounts will be payable within Thirty days of receipt of invoice.
If QNAP Shop and/or the manufacturer determine the product(s) defective, then we will issue a replacement item or credit for the original purchased amount of the product(s).
If you receive a product and it is damaged whilst in transit, then you need:
- Refuse to accept the delivery of the product;
- Direct the courier to "Return goods to sender"
- Notify our Customer Service within Two business days.
QNAP Shop will not accept any opened product(s) for return unless the product(s) is returnable under this policy, (or under a manufacturer’s warranty or other contract or law).
Examples of opened product(s) which QNAP Shop accepts for return:
- Dead on arrival, manufacturer approved return authorisation or incorrectly shipped product(s)
- Product(s) which develops a fault due to a cause occurring prior to purchase
- Product(s) of un-merchantable quality
- Product(s) that fails to perform to the manufacturer’s specifications
- Product(s) that fails to perform as advertised
QNAP Shop at its sole discretion may accept opened product(s) outside of the Returns Policy, a restocking fee for this service may be charged.
Except for products sold on a "No Return" basis, QNAP Shop offers a conditional fourteen day return policy for products in its original (unopened and undamaged packaging). Please contact our Customer Support within seven days of receiving the product and then you will be issued with a Return Authorization Number where applicable. Please package the product and address it for return. You need to make sure that it is appropriately packaged in order to avoid during return shipping. QNAP Shop will not pay nor reimburse any associated costs with a return of unopened product(s). For the products in their original (unopened and undamaged packaging), a credit will be issued for the initial purchase price of the product less any associated freight costs and restocking fees.
MANUFACTURER'S RETURNS POLICY & WARRANTY:
Please make sure that all products (with the exception of and second hand product(s) and ex-demo) are sold with a manufacturer's warranty, unless otherwise.
If a product, purchased from QNAP Shop, develops a fault after fourteen days from the original purchase and is within the manufacturer’s warranty period, the standard warranty procedure will apply. We recommend that in the first place, you should contact the manufacturer or their authorized service centre (or agent for warranty service). Warranty periods and service levels may vary by the manufacturer and their products.
If the manufacturer offers to accept an opened product for return, you will need a manufacturer-approved return authorisation number or email. Please contact our Customer Support with this information to organize the handling of the product.
If a manufacturer directs you to return the product to the manufacturer, agent or a third party, you need to arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will organize any refund, repair or replacement payable under the policy. If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Support as soon as possible. Where possible you will need to package and address the product for return and you will need to arrange for return delivery of the product. QNAP Shop must receive the product by the time specified by the manufacturer. Please make sure that repair timeframes are subject to each manufacturer’s warranty repair service and may vary from one manufacture to another.
RETURN OF FAULTY PRODUCTS:
Upon receipt of a faulty product, QNAP Shop will return it to the manufacturer (or its authorized service centre or agent) for assessment. If the fault could not have been detected, and it is not due to tear and wear or misuse, QNAP Shop will offer you a repair or replacement, as appropriate or as advised by manufacturer. If the fault does not fit the above mentioned criteria and also is not covered under the manufacturer’s warranty or extended warranty, then QNAP Shop will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you a quote rejection fee. Once the product is returned, QNAP Shop will arrange return delivery of the product to you. Where the product fault does not fit the above mentioned criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), QNAP Shop will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product(s) to you.
SOFTWARE & SOFTWARE LICENSING:
Any unopened software can only be returned for refund as an unopened product or wrongly shipped. Licensing and licensing media kits are sold on a no return basis. Please contact our Customer Support for further information.
NO RETURN BASIS PRODUCT:
Unless the product is dead on arrival, wrongly shipped or otherwise returnable under:
- Manufacturer’s warranty or other contract or statute; or
- Statutory warranty
- Australian Consumer Law
- The product will not be accepted for return.
Examples of products sold on a no return basis include:
- Ex-demo products
- Products with a "Price Markdown" label
- Products with a "No Return basis" label
- Products listed on the packing slip or invoice as "No Return"
- Products specially ordered for a customer
- Clearance products
- Licensed software
Examples of no return basis products which we would accept for a return are:
- Dead on arrival products;
- Products not of merchantable quality;
- Products that fail to perform as advertised.
- Products that fails to perform to the manufacturer’s specifications;
PROCESSING CREDITS / REFUNDS:
QNAP Shop will usually issue a refund within seven working days of QNAP Shop receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. Any handling fee and serviced postage are non-refundable.
QNAP Shop will only issue refunds on request. All refunds will be made by applying a credit against the debit/credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.
In some circumstances, a replacement product or repair will be offered instead of a full refund. QNAP Shop will consult with you and act in accordance with the relevant warranties, other contracts and statutes. If QNAP Shop chooses to have the product replaced or repaired, QNAP Shop will do this at our cost and return the product (or its replacement) to you promptly.
NON-WARRANTY SERVICE AND REPAIRS:
All claims for service not covered by any kind of warranty should, in the first place, be directed to the manufacturer (or its authorized service centre or agent). If they direct you to return the product to us, then you need contact our Customer Support on 1300800522. You will be issued with a RAN, but you will need to specify that the goods are being returned for non-warranty service or repairs. You need to make sure that the returned product is suitably packaged in order to avoid damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. QNAP Shop will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.
Upon receipt of the product, QNAP Shop will return the product to the manufacturer or its authorized service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, QNAP Shop will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you a quote rejection fee. Once the product is returned to QNAP Shop, we will arrange return delivery of the product to you. QNAP Shop requires payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.
If you have any difficulties contacting the manufacturer or its authorized service centre or agent, then please contact our Customer Support so that we can assist in getting your product repaired.
RETURNING A PRODUCT TO OUR STORES:
Alternatively, you can visit us with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.
Please note that import charges, known as the import duty, and the taxes levied upon all imported electronic items differ from country to country. We, therefore, strongly recommend that you should check with your respective customs authorities within your country to know the charges, if any, before you place an order with us. We are more than happy to quote any specific information required by the authorities on our invoices or on the shipments to ensure a smooth customs formality and easy clearance of the shipment. We further bring to your notice that all the shipping charges including dispatching and/or returning the purchased items will be borne by the buyer in case the buyer wishes to return the items due to the levied duties or taxes in their country.