Frequently
Asked Questions (FAQs)
Please explain the 30-Day fulfilment guarantee.
We will endeavour to fulfill and dispatch your order
within thirty days of receipt of cleared payment for any given product
order. If we are unable to
complete the order processing within this timeframe, we will provide
you with a free (no charge) 9V battery for use in a smoke detector or
other device. Additionally, we will offer you the option of continuing
to await order fulfilment or cancellation with a full refund. If you
select to await order fulfilment the 9V will be despatched with the
order, if not then it will be despatched separately following refund of
monies paid. (Offer excludes backorder items, customised products and international orders).
My order is "Not Finished" or
"Queued", what does this mean?
All online orders are issued with a status code, to describe their current
step in the order process. These codes are:
- Not Finished - indicates that a customer has initiated an order with us,
but has not initiated (or prematurely terminated) payment processing.
- Queued - indicates that the order has initiated payment processing, but
the payment has yet to be completed.
- Pending - indicates that the order has completed payment processing
and that the monies have cleared. It is at this point that our 30-day
fulfilment guarantee commences.
- Backordered - indicates that one or more items are delayed in fulfilment
processing. When an order enters a backorder state, this does not
automatically initiate the fulfilment guarantee, the prescribed timeframes
still need to lapse first.
- Lodged - indicates that your order has been lodged with our fulfillment centre, and should be shipped within the next day or two.
- Completed/Shipped - indicates that the order has completed fulfilment processing
and has been lodged with our shipping agent.
- Declined - indicates that either the order was declined due to
non-payment, or at customer request following the lapse of the prescribed
fulfilment timeframes.
- Cancelled - indicates the the order has been cancelled, and refunded as
appropriate. Cancellation may occur due to customer request,
fulfilment issues, payment issues, or other reasons.
- Refunded - indicates that all or part of the order has been refunded.
How do refunds work?
I received the product I ordered, but it doesn't suit my intended
purpose. Can I send it back for a refund?
Generally no, however this is not a hard and fast rule. Depending on
the products ordered, their resaleability and other factors, we may be able to
accept the return and offer a creditnote refund. Please contact customer
services with your request for more information.
I am returning part of a bundled item sale, how do I calculate the
amount to be refunded?
Generally we endeavour to identify the single item offered for sale elsewhere
on the site; if available. If we are unable to locate an individual part price,
then the partial refund is not available. The refund value is the
calculated difference, of the lowest priced product, less 10% restocking fee.
I've changed my mind on the order, can I cancel?
Order cancellations will only be entertained if received by Customer
Services one business day prior to item despatch. Cancellation
requests received within this timeframe will be actioned on a best efforts
only, however we cannot guarantee that fulfilments despatch will/have not
despatched the item before we are able to notify them of the
cancellation.
If your order is for a customised for assembled on request battery, the
order cannot be cancelled.
All items sold through our online sales unit, are requested from the
warehouse at time of receipt of order. Please note that your order is not
considered received by us until after full payment has been received and funds
have cleared; the fulfilment guarantee commences from this
date.
The product I received is not the exactly same as the
item ordered, what do I do now?
There are four possibilities for this to occur.
- The battery requested is not immediately available, and we have selected
(out of goodwill) to substitute with the next higher grade or quality
battery.
- The battery requested is no longer available from the manufacturer and
has been superseded by a replacement battery.
- The battery is a custom build battery, and the order options were left
as default values
- As we are only human, there is always the possibility that we have inadvertently
packed the incorrect item
Please explain the Warranty and Claims process.
The majority of our products sold are covered by either a six, twelve or
eighteen month warranty, from date of purchase. For detailed information on
warranties, please refer to our warranty information page for more details.
Postal Contact Information:
A&M Enterprises
Milperra LPO Box 23
Milperra NSW 2214
AUSTRALIA
|
|
