Shop Online 247 generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with an extended warranty for your peace of mind.
Warranty Claims
ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included in the initial claim email:
Order Number
Manual with missing parts indicated (if applicable)
Images/Video clearly showing goods in the original packaging (if applicable)
Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.
Change of mind refund requests
We do not accept change of mind refund requests for:
Health and beauty products
Packages that have been opened. Otherwise, we only consider a change of mind refund request if this is made within 14 days after the item is delivered to the customer. Some Suppliers’ products are subject to a different change of mind policy to that contained in this Warranty Policy, therefore, refer to the ” Product Description” section to confirm the applicable change of mind refund policy.
Change of mind request procedure
You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided. Please send a message via the “Contact Us” page. Please provide us with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why you would like to return the product, and if the item is eligible for a refund.
We prefer that returns due to a change of mind are done at the customer’s arrangement. If a change of mind request is accepted, and you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee, or you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee and/or the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.
Faulty or Damaged in Transit Products
Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also, provide a brief explanation of the fault and what the customer would prefer in the way of compensation or replacement parts/product.
We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product.
Missing or Damaged Parts under 12-month warranty
If a single part is missing or damaged, please specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, mark the part in the manual and send us pictures of it.
Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
Dispatch of spare parts from our warehouse can take up to 2 working days.
If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law
Delivery Delays
For any delivery delays please note that we always need to lodge an enquiry with our courier partner for investigation which can take up to 2 working days. If there is no update in 2 working days we will provide a resolution inform of a replacement or a refund.
Before you return an Item
If you’d like to return the product, please email us first and our friendly customer service team will provide you the return authorisation number (RMA). We do not accept any return without the return authorisation number issue by us.
Faulty items
We provide spare parts for minor issues. For major issues, we collect the item for repair. If the item can’t be repaired, we will provide a replacement for the item.
If you wish to return a faulty/damaged item, please email us at info@shoponline247.com.au
