Returns policy

8.1 If a Product is to be returned to us pursuant to these Terms, the following process applies:

(a) Contact a BNE Marketplace Returns Representative by emailing marketplace@bne.com.au.  We will then inform you of the arrangements for collection of the Product to be returned to us.

(b) Please then email proof of your original purchase and any delivery documentation to marketplace@bne.com.au.

(c) If BNE Marketplace approves the request for collection of the Product from its location, we will arrange a time for the Product to be collected from your address listed in the Dispatch Confirmation.

8.2 You must return the Product:

(a) with all original components and accessories (including manuals, documentation, etc.); and

(b) in its original cartons and packaging or, if necessary, in packaging suitable to prevent damage to the Product.

8.3 We request that you retain proof of pickup, to be provided to BNE Marketplace upon request.

8.4 If you are returning the Product to us because you consider that the Product is faulty or damaged, we will assess the Product following collection from you.  Subject to clause 8.5, if:

(a) no fault is found, or the fault is found to be caused by you (see clause 8.5 below), the claim will be rejected and we will return the Product to you;

(b) we find a minor failure, we will most likely repair the Product and then return the Product to you; or

(c) we find a major failure, we will offer you your choice of a repair, replacement Product (where available) or a refund of any money paid by you for the Product.

We will then, in accordance with your instructions, either repair or replace the Product and deliver it to you or refund the price of the Product in full.

8.5 We will notify you of our assessment via email within a reasonable period of time and, usually within five (5) working days of when we receive the Product from you.

8.6 You have a legal obligation to take reasonable care of a Product while it is in your possession.  If you fail to comply with this obligation and return a Product to us, we may have a right of action against you for compensation.  When returning a Product to us we recommend you obtain a proof of posting.  In all cases, we reserve the right to inspect the Product and verify the fault.  For an exchange or refund, the Product must be in otherwise ‘as new’ condition and if possible with the original packaging.  We reserve the right to refuse a refund or exchange if the Product returned is unsatisfactory by reason of other than the breach of a guarantee.

8.7 We will usually process a refund due to you as soon as possible and, in any case, within thirty (30) days of confirming to you via email that you are entitled to a refund.

8.8 We will usually make any refunds using the same method originally used by you to pay for your purchase.

8.9 We do not cover faults caused by misuse, neglect, user physical damage, tampering or incorrect adjustment or normal wear and tear. Products sold on our Site are for domestic use only and are not for commercial use or resale.  Nor do we cover faults due to incorrect installation in your home.  Please do not remove the serial number.

8.10 This clause does not affect your statutory rights.