Refunds and exchanges will be provided in line with your rights as a consumer and the additional policies and warranties summarised below. We will normally only refund in the event the goods:
- are of unacceptable quality (eg. due to a defect);
- are unfit for a purpose that you disclosed to us; or
- do not match the description by which they were sold; or
- where otherwise required by statute.
Refunds will not be provided if you simply change your mind.
In some circumstances, we may need to send the item to the manufacturer for assessment to determine whether or not you are entitled to an exchange, refund or repair.
If we accept merchandise for return that does not fall into any of the above categories, we may charge a 15% restocking fee if the goods have been opened, or the packaging is damaged.
We recommend that you retain your proof of purchase.
Configure to Order (CTO) Products & Customer Specific Orders (CSO)
Counterparts strongly encourages you to carefully review orders for goods that are either custom-configured to your specifications or customer specific orders. Orders for CTO & CSO goods cannot be modified or cancelled once submitted. Counterparts requires a 100% non-refundable deposit for any CTO goods & CSO goods. Refunds will not be provided on CTO or CSO goods if you simply change your mind.
Due to Copyright and Licensing Laws, Counterparts is unable to accept returns for software if you simply change your mind.
Finance and Leasing
Goods purchased as part of a Leasing or Finance arrangements are unable to be returned without prior approval from the Lessor or financier.
Counterparts refunds are processed centrally within 14 days. When returning a product for a refund, you will be asked for your name, address and signature as authorisation for the refund transaction into your bank account or credit card.
Counterparts reserves the right to change the terms and conditions of sale at any time.
Statutory Warranties under the Australian Consumer Law
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 loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This means you are entitled under this legislation to certain remedies if the goods :
- are of unacceptable quality;
- are not reasonably fit for a purpose which you disclosed to us before buying them; or
- Do not match the description by which they were sold.
If you require further information in relation to your statutory rights under the Australian Consumer Law, you should contact the Australian Competition and Consumer Commission, or the Office of Fair Trading in your State or Territory.
If you have any questions about Counterparts Policy on Returns, Refunds and Repair, or would like to make further comment, please contact us:
Phone 1300 53 33 54
Mail Counterparts Technology – Suite 601, 151 Castlereagh St, Sydney NSW 2000
Prices for products shown on the “Counterparts” website/s are shown in Australian dollars and are exclusive of GST. Pricing and products correct at the time of printing. Whilst every effort has been made to ensure the accuracy of the information, Counterparts reserves the right to withdraw or amend at anytime without notice.