Information regarding the return of products purchased from JBT Audio Visual. If you can’t find the information you need, please email firstname.lastname@example.org or phone 1300 799 849 and get help from a Customer Service representative.
1. DOA AND DAMAGED IN-TRANSIT
If your product is dead on arrival, damaged in transit or is incorrectly shipped, contact our Customer Service team. To expedite your return, the product must be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number in accordance with our Returns Policy. JBT Audio Visual will not accept any product for return that does not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one order and must match the product authorised for return. The Return Authorisation Number is valid for 7 days. You will need the following information, most of which will be on your packing slip or invoice, before we can issue a Return Authorisation Number:
- Name and contact details of original purchaser;
- Invoice number or order number;
- Part number of product to be returned;
- Item serial number;
- Date on packing slip or invoice;
- Whether the product box has been opened; and
- Reason for return.
JBT Audio Visual will test the returned product within 7 working days of receipt into our warehouse. The product may need to be returned to the manufacturer for testing.
If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You may be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If JBT Audio Visual (or the manufacturer) determines that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.
If you receive a product that is damaged in transit from JBT Audio Visual, you should
- Refuse to accept delivery of the product;
- Direct the courier to “Return goods to sender”; and
- Notify our Customer Service team member within 24 hours of receipt of delivery.
2. CHANGE OF MIND – UNOPENED PRODUCTS
JBT Audio Visual offers a 14-day return policy for products in its original unopened and undamaged packaging. You must contact our Customer Service team within 14 days of shipping of the product to return a product in this way. You will be issued with a Return Authorisation Number. You will need to package and address the product for return. You must ensure that the returned product is suitably packaged in order to prevent damage during return shipping. JBT Audio Visual will not pay nor reimburse any costs associated with a customer-initiated return of unopened products. For products in their original, unopened and undamaged packaging, you will be given a choice of in store credit being issued for the original purchase price of the product less any associated freight costs or a cash refund less a 20% restocking fee less any associated freight costs.
3. OPENED PRODUCTS
JBT Audio Visual will not accept any opened product(s) for return unless the product(s) is returnable under this policy or other contract or law. Examples of opened product(s) which JBT Audio Visual accepts return for are:
- Dead on arrival or damaged in transit
- 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
JBT Audio Visual at it’s sole discretion may accept opened product(s) outside of the Returns Policy. A restocking fee for this service may be charged.
5. MANUFACTURER’S RETURNS POLICY & WARRANTY
Please note that all products, with the exception of trade-in second hand product(s) are sold with a manufacturer’s warranty, unless otherwise noted.
If a product, purchased from JBT Audio Visual, develops a fault after 14 days from original purchase and is within the manufacturer’s warranty period, we recommend that in the first instance, you contact the manufacturer or their authorised service centre or agent for warranty service. Warranty periods and service levels vary by manufacturer and product.
If a manufacturer offers to accept an opened product for return, you will need a manufacturer-approved return authority number. Please contact our Customer Service team with this number to organise the return of the product.
4. RETURN OF FAULTY PRODUCTS
Upon receipt of a faulty product, JBT Audio Visual will return the product to the manufacturer or its authorised service centre or agent for assessment. If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, JBT Audio Visual will offer you a repair, replacement or refund, as appropriate. If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty or extended warranty (where applicable), then JBT Audio Visual will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. Once the product is returned, JBT Audio Visual will arrange return delivery of the product to you. Where the product fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), JBT Audio Visual 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.
5. NO RETURN BASIS PRODUCT
The product will not be accepted for returned unless the product is dead on arrival, damaged in transit, or otherwise returnable under:
- A manufacturer’s warranty or other contract or statute; or
- Statutory warranty (e.g. if the product is faulty, does not match a description or sample, is unfit for purpose or un-merchantable);
Examples of products sold on a no return basis include:
- Ex-demo products
- Clearance products
- Products listed on the packing slip or invoice as “No Return”
Examples of no return basis products which we would accept for a return are:
- Dead on arrival or damaged in transit products;
- Products not of merchantable quality;
- Products that fails to perform to the manufacturer’s specifications;
- Products that fails to perform as advertised.
6. PROCESSING CREDITS / REFUNDS
JBT Audio Visual will normally issue a credit note within 7 working days of JBT Audio Visual receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note that is issued can then be used as a payment against future purchases or converted to a refund.
JBT Audio Visual will only issue refunds on request. For your security, all refunds will be made either by cash or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.