Application of this guide
This Guide applies to goods purchased directly from ESA3D. This Guide does not apply to goods purchased via third-party (Marketplace) sellers. If you purchase goods from third-party (Marketplace) sellers, the seller’s own policies will apply and you will also have rights under the Australian Consumer Law. If you have a problem with any goods purchased from third-party (Marketplace) sellers, please contact the seller directly. If you are not happy with the response, you can contact us.
The Australian Consumer Law and Your Rights
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
ESA3D Refunds and Warranty Policies
ESA3D will provide a refund, replacement or repair if notified within a 30 day period and deemed acceptable by ESA3D representative. This reflects the time period within which ESA3D will offer you a refund, replacement or repair and your rights under the ACL may extend beyond this time period.
To obtain a refund or any other remedy please contact us. You will be required to provide proof of purchase from ESA3D. A ESA3D representative needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. ESA3D reserves the right to have returned goods assessed within a reasonable time frame by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting or re-work.
In most circumstances, faulty goods would have been sold complete with out of the box accessories if applicabale. It is a requirement for the fulfilment of refunds, exchanges and replacements that customers have used their best endeavours to return faulty products complete with the out of the box accessories supplied at the time of the original purchase.
ESA3D reserves the right to not provide a remedy in accordance within the ESA3D 30 day policy; where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and ESA3D has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances, you may still have the rights against ESA3D under the ACL.
Shipping returns
To return your product, you should contact us for the appropriate delivery Address and instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns.