Refund & Returns Policy – Tello Wholesaler
Based in Sydney, Australia
At Tello Wholesaler, we follow the Australian Consumer Law (ACL) to ensure your rights are protected. Below is our Refund & Returns Policy for products purchased through our website.
1. Products with a Major Problem
You are entitled to a full refund or replacement if the product you purchased:
- Is faulty or damaged;
- Is significantly different from the sample or description;
- Does not perform as described; or
- Cannot be repaired within a reasonable time.
If you receive a faulty or damaged product, please notify us via our Contact Us page with proof of purchase and details of the issue. Photos or additional information may be requested to assist with assessment.
2. Change of Mind or Incorrect Purchase
- We accept exchanges for undamaged and unused products returned within 7 days of purchase with proof of purchase.
- Refunds for change-of-mind purchases are not provided, except where required under Australian law.
- Return shipping costs for change-of-mind purchases are at your expense and risk, and postage/handling fees are non-refundable.
If equipment purchased does not suit your needs, a refund may be provided within 7 days, less packaging, postage, and handling fees (usually $55 per order).
3. Postage, Packaging & Handling Costs
Where a refund or exchange is approved:
- Packaging, postage, and handling fees (usually $55 per order) are non-refundable unless the goods are faulty or not as described.
- Return shipping costs are your responsibility unless the goods are faulty.
4. Firmware Upgrades
If an attempt to upgrade firmware using incompatible software is made and the product requires reflashing, we charge $165 inc. GST for attempting the reflash. Please note success is not guaranteed.
5. Refund Method
If we cannot replace or exchange returned goods, your refund will be processed to the original payment method, excluding any non-refundable fees as outlined above.
6. How to Return a Product
To request a return, please:
- Contact us via our Contact Us page with your order details and reason for return.
- Complete the Goods & Returns Form and email it to tellowholesaleraus@gmail.com before sending any goods back.
- Include a copy of the completed form with your returned goods.
IMPORTANT:
- The return will not be processed unless all information on the Goods & Returns Form is completed.
7. Your Rights Under Australian Consumer Law
This policy does not limit your rights under the Australian Consumer Law (ACL). For more information, visit the Australian Competition & Consumer Commission (ACCC) website.
Legal Disclaimer
The information provided in this Refund & Returns Policy is for general guidance only and is not intended to override any rights or obligations under the Australian Consumer Law (ACL).
Tello Wholesaler reserves the right to amend this policy at any time without prior notice. Any changes will apply to future orders only and will not affect your rights for purchases made before the change.
Nothing in this policy excludes, restricts, or modifies any rights, guarantees, or remedies you may have under the Australian Consumer Law or any other applicable legislation.