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How do I return an item?

Returning a Product


If you are not happy with your purchase we will glady issue refund on product only. Any freight charges will be your responsibility

If the Product is damaged or Dead on Arrival, Dead Soon After Arrival or a Later Defect Product, we have indicated below what you should do and how Ray Pallister Promotions will respond to the problem.

Ray Pallister Promotions will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.

For further assistance with product returns, please contact Customer Service Department on (02) 9570-4955.

Dead On Arrival Products - "DOA"

A Ray Pallister Promotions Product is considered DOA if it shows symptoms of a failure, or is discovered to be broken or defective when first taken from its packaging.

A Members Rewards Club Customer Service Representative will provisionally determine whether the Product is DOA. Where a Product is provisionally determined as DOA we will arrange to provide a credit to the value of the product or a replacement product, depending on your choice.

Where Ray Pallister Promotions has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of Ray Pallister Promotions.

If the Product is deemed by Customer Service NOT to be DOA, and is not covered by a warranty, Ray Pallister Promotions may refuse to replace the Product or give you a credit for the Product.

When a Product is replaced, your replacement Product becomes your property and the returned DOA Product becomes our property. Replacement Products are provided with the same warranty as the returned Product.

When a refund is given, the returned DOA Product becomes our property.

Dead Soon After Arrival Products - "DSAA"

If you find a defect in a Product within a reasonable time after delivery and before you have used it a lot (30 days as a rule of thumb) you should notify Ray Pallister Promotions and your claim will be treated in the same way as a DOA product (see "Dead On Arrival Products").

Later Defect Products - "LD"

If the Product is not DOA or DSAA and you find that the Product has a defect or a problem within a reasonable time during which it should not have that defect or problem, it is a LD Product. Ray Pallister Promotions will exchange the LD Product where possible, or credit you the purchase price of the Product to your account.

A reasonable time is the amount of time that is reasonable to expect, given the cost and quality of the item and the amount and type of usage. Only rarely will that period exceed one year and usually it will be much shorter.

When a claim for a LD is made, a Ray Pallister Promotions Customer Service Representative will provisionally determine whether the Product is LD. Where a Product is provisionally determined as LD we will arrange to provide a replacement product or a credit.

Where Ray Pallister Promotions has provisionally determined that a Product is LD, return shipping will be arranged at the expense of Ray Pallister Promotions if the claim has been notified to us within 90 days of delivery. Other cases will be considered on their merits.

If the Product is deemed by Customer Service NOT to be LD, and is not covered by a warranty, Ray Pallister Promotions may refuse to replace the Product or give you a credit for the Product.

The delivery time for replacing the Product will be the same as stated for the original Product.

Replacement Products are provided with the same warranty as the returned Product.

Return Authorisation Number - A Must Have

A Return Authorisation (RA) number is required for replacement Products and refunds.

Where Customer Service has provisionally determined that a Product is DOA, DSAA or LD, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to Ray Pallister Promotions within 30 calendar days of the issuance of the RA. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.

Organising the Return of DOA Products

DOA, DSAA and LD Products must be returned whenever we agree to provide you with a refund or replace the Product.

Where you have received a DOA, DSAA or LD Product by our courier service, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you. Customer Service will email you a PDF voucher containing an RA which you must affix to the product.

When a Replacement Product is arranged:

  • A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA, DSAA or LD Product.
  • The delivery time for the replacement Product will be the same as stated for the original DOA, DSAA or LD Product.
  • Replacement Products are provided with the same warranty as the DOA, DSAA or LD Product from the date the Replacement Product is dispatched.

Some Products - Manufacturer Warranty

Some Products sold through Ray Pallister Promotions are serviced and supported by the manufacturer or supplier in accordance with the warranty information provided on the listing. Ray Pallister Promotions recognises customers purchasing some products, such as electronics and computers; require a high level of support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance. If the manufacturer or supplier is unable to assist, Members Rewards Club will replace the item, issue a refund or otherwise provide a remedy.