Advatek will pay for the return shipping of any faulty products that are brought to our attention within 30 days of receiving the shipment. After 30 days have elapsed, any returns must be sent to Advatek (in Australia) at the customer's cost. The product will then be repaired or replaced and returned at Advatek's cost.
If the fault is not deemed to be a manufacturer defect*, the return will not be covered under our warranty policy but instead may be covered under our Repair & Replacement Offer.
The minimum period of warranty on all Advatek products is 12 months, with some products that are specially marked for extended warranty periods. Warranty will be voided if the customer tampers with the product (for example if they have cut up a string of lights) or the product is used or installed other than in accordance with its designed purpose & operating environment.
In all cases Advatek reserves the right to issue a refund, repair the faulty unit or replace the unit with an improved model as the resolution for a warranty claim, at its sole discretion.
*A product will not be deemed a manufacturer defect if damage to the product occurred outside the control of Advatek, such as an environmental factors or a customer's actions that should have been reasonably avoided. This includes but is not limited to events such as "over voltage, lives wires shorted to the PCB, shorts to external I/O (unless specified as protected), lightning, fire, corrosion, a critical mistake that the customer should have reasonably been able to avoid, user actions that are against instructions in the product's user documentation".
Where a product failure is outside the scope of a manufacturer defect (as defined in the Warranty Policy), Advatek still wishes to provide assistance where possible. To this end, we offer the service of repair or replacement for any product failures that fall outside the scope of our warranty policy.
Under this offer, Advatek will assess the returned product for repair viability. If we believe it may be repaired we will provide an estimated price to attempt the repair, which the customer may accept or not. If the customer prefers, they may choose to have the faulty product replaced entirely as per the next paragraph.
If the unit is not repairable or the customer prefers, a replacement unit can be purchased for a discount of 50% off the current retail price. This offer only applies if the failed product is still being actively manufactured by Advatek.
Advatek reserves the right to vary this policy at any time and make a final determination on individual requests made under the offer. In all cases the faulty unit must be returned to Advatek and any freight costs will be billed to the customer.
We choose to pass on a 3% transaction fee on all orders paid by credit card or PayPal. All bank transfer payments have flat rates to send and receive and are not affected by this fee.
We are happy to explain why we have this policy. This is common practice here in Australia and the reasoning is straight forward. If we don't charge this handling fee, we would have to build payment fee overheads into our pricing structure for all of our customers. A large portion of our customers choose to pay by bank/wire transfer, particularly with medium to larger orders. This policy encourages using the most economical payment method for the order size and situation.
In all cases a product must be in brand new condition for a return to be accepted. Custom made or modified products cannot be returned. Freight and transaction charges will not be refunded or credited as part of a return.
Special case: If a product designed for the US market which was shipped from the US warehouse must be returned to Australia to process the return, an additional 10% of the purchase price will be deducted from the exchange value, store credit or cash refund, to cover costs of returning it to our US fulfillment partner.
Exchange / Store Credit
Products can be returned in exchange for other products and/or store credit with simple terms. If the packaging is unopened or internal seal is intact, there is no fee to exchange the product. If opened, we will need to re-test and package the product to ensure its integrity for other customers. The cost for retest and package is the greater of $25 USD or 3% value of the goods. Please note that a product may only be returned to our US Fulfillment partner if the product's individual packaging is completely intact and the seal hasn't been opened. All other returns must be sent to our Head Office in Australia.
We also offer a cash refund option for returns. If the packaging is unopened or internal seal is intact, the cash refund will be 10% less than the purchase price. If opened, we will need to re-test and package the product to ensure its integrity for other customers. The cost for re-test and package is the greater of $25 USD or 3% value of the goods. Please note that a product may only be returned to our US Fulfillment partner if the product's individual packaging is completely intact and the seal hasn't been opened. All other returns must be sent to our Head Office in Australia at the customer's expense.
All import duties and taxes are the customer's responsibility. These costs vary from country to country and are imposed by the customer's government. There are numerous countries which have free trade agreements to subsidize or reduce duties, but we don't maintain a full list. If you need clarification on expected duties and taxes, we recommend you contact a local customs broker. If you need information from us about the classification of goods or the location we plan to ship your order from, please ask us in advance of placing your order. Any order returned by a courier due to customer's refusal to pay duties will automatically fall under the terms of our Returns Policy.
Once a shipment has been made by Advatek, Advatek will generally provide the shipment's tracking number within 24 hours. If for any reason you do not receive this tracking number notification from us in the expected time frame, it is the customer's responsibility to contact Advatek by whatever means necessary to obtain the tracking number. Once the shipment is collected / dropped off to the carrier by Advatek, it is solely the customer's responsibility to monitor the shipment and coordinate and cooperate with the carrier to ensure successful delivery. If the shipment is not delivered due to no fault of Advatek and subsequently returned to Advatek, the customer will need to bear all costs associated with reshipping the product. If you do not wish to reship the product for any reason, the return will fall under our Returns Policy.