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Home > Frequently Asked Questions > Returns and Refunds > Return Policy

 

 

Return Policy

At DWI, we don't have a reputation for a stellar customer service without good reason. We go to lengths to ensure that your interests are protected when you shop with us. While our after-sale services are designed to maximise your flexibility so you can make the most of your purchases.

 

 1) 14 Days Peace of Mind Policy

In addition to your warranty, DWI provides a 14 days Peace of Mind Policy if you find the product is not quite what you are look for, or change your mind about your purchase, you may request to return the item(s) OR replacement within 14 days from the invoice date to ask for a product refund subject to the following conditions:

- Request for return of goods must be sent by ticket in RMA link<
http://www.dwidigitalcameras.com.au/astore/RMA/RMA.aspx > for acknowledgment and the product should be received by us within 14 days from the invoice date

- Item(s) must be purchased from DWI
- Item(s) must be returned to an address of our choosing with in the 14 days of invoice. 
- Item(s) must be in original condition with all product packaging, booklets/manuals, swing tags, labels and all other accessories included. 
- The item/s are NOT used, worn or damaged, and are in re-saleable condition when returned. 

Under this policy, you will be responsible for all return shipping fees and insurance charges to the address of our choosing and items should be returned with a copy of your order receipt/ invoice.

If any of the above conditions and requirements are not met, then the return case will be rejected. 

Amount to be refunded will be item price (i.e. amount of order minus related shipping and payment surcharge) and refunds will be processed within 7-10 working days of the item(s) being returned or replacement will be issued to you within 7-10 working days after the item(s) being returned.

Note: Exclusions to the above 14 Days Peace of Mind Policy


- Any headphones, earphones and personal care items, e.g. shavers will not be covered under this 14 Days Peace of Mind Policy due to hygiene issue.

- Any cameras where the Shutter Count exceed 14, would not be considered in re-saleable condition and would not be eligible for applying return under this 14 Days Peace of Mind Policy

*Kindly note for any Apple LTE version products that has been activated due to quality checking or exporting requirements, the item would not be eligible for return for a replacement under our 14 Days Return Policy as the item is brand new and orginal.*


 

 

2) Lost Item Refund Policy 

 

Below conditions are the requirement for claming a full product value refund or replacement if you suspect your parcel(s) is/are lost:

 

 

1) You open the claim with us (reported by livechat, email or ticket system) within 10 calendar days* after the tracking is sent to you

2) Satisfactory investigation proof or courier confirmation of physical loss or damage of the goods obtained from courier or any other related parties

 

*Cases reported to us after 10 calendar days of the tracking provided, we cannot 100% guarantee that courier could open investigation for your parcels’ status.

 

Below conditions are the requirement claiming a full product value refund or replacement for damaged good(s):

1) You open the claim with us (reported by livechat, email or ticket system) within 48 hours of receipt*, plus providing all photos of the package, including inner and outer box, courier bag, wrapped bubbles and the product photo

2) Satisfactory investigation proof or courier confirmation of physical loss or damage of the goods obtained from courier or any other related parties

 

 


3) Faulty Item Return Policy 


DWI offers a 14 Day Faulty Item Return Policy from day of invoice if you find your product is faulty due to a manufactures fault and you wish to return a product(s) bought from us, you can exercise your right to request for a full refund of the item price or replacement as desired, without any restocking or administration fee applied, provided that the return must meet the following conditions:


- Request for return of goods must be sent by ticket in RMA link<
http://www.dwidigitalcameras.com.au/astore/RMA/RMA.aspx > for acknowledgment and received by us within 14 days from the invoice date.
- Item(s) must be purchased from DWI
- Item(s) must be returned to an address of our choosing with in the 14 days of invoice. 
- Item(s) must be in original condition with all product packaging, booklets/manuals, swing tags, labels and all other accessories included. 

Under this policy, after we confirm your return request, we will arrange courier service to pick up the faulty item(s) from you from the delivery address of your order (unless otherwise specified) and have the item(s) returned back to us.

Once item(s) has/have been confirmed as faulty after receiving and inspection, the item price (i.e. amount of order minus shipping and payment surcharge) will be refunded back you or replacement will be issued to you after inspection.

If any of the above conditions and requirements are not met or the item(s) is/are not confirmed as faulty good, the return case will be rejected under this policy and any incurring charges, for example pick up fee and freight charge will be deducted from your refund of item price. 

Note:
If however you wish to return the item in the situation like you do not wish to keep the item anymore; shipment took up longer than expected , please follow the instructions as outline above in 14 Day Peace of Mind Policy after 14 days from invoice. For this case, we ask you that please read all terms and conditions, item description and product specification before purchase as we reserve the right to strictly enforce this rule and related policy.


4) DOA Return Policy 

DWI offers a 14 Day DOA Return Policy from day of invoice on all items if you find the item Dead on Arrival upon receiving the item (no fee will be administered). In such case, you could send you request by ticket through RMA link<

http://www.dwidigitalcameras.com.au/astore/RMA/RMA.aspx > for acknowledgment to opt for a product refund or replacement subject to below condition(s):

- Request for return of goods must be sent by ticket in RMA link<
http://www.dwidigitalcameras.com.au/astore/RMA/RMA.aspx > for acknowledgment and received by us within 14 days from the invoice date

- Item(s) must be purchased from DWI
- Item(s) is/are not working straight away after unpacking the box

- Item(s) must be returned to an address of our choosing with in the 14 days of invoice. 
- Item(s) must be in original condition with all product packaging, booklets/manuals, swing tags, labels and all other accessories included. 

Under this policy, after we confirm your return request, we will arrange courier service to pick up the DOA item(s) from you from the delivery address of your order (unless otherwise specified) and have the item(s) returned back to us.

Once item(s) has/have been confirmed as DOA after receiving and inspection, the item price (i.e. amount of order minus shipping and payment surcharge) will be refunded back you or a replacement will be issued to you.

If any of the above conditions and requirements are not met or the item(s) is/are not confirmed as DOA good, the return case will be rejected under this policy and any incurring charges, for example pick up fee and freight charge will be deducted from your refund of item price. 


Note:
If however you wish to return the item in the situation like you do not wish to keep the item anymore; shipment took up longer than expected , please follow the instructions as outline above in 14 Day Peace of Mind Policy after 14 days from invoice. For this case, we ask you that please read all terms and conditions, item description and product specification before purchase as we reserve the right to strictly enforce this rule and related policy.

4) Wrong Item Policy

DWI offers a 14 Day Wrong Item Return Policy from day of invoice on all items if you find yourself receive a wrong item (the item sent to you is not the one you purchased in order). For wrong good(s) received, you could send you request by ticket through RMA link<

http://www.dwidigitalcameras.com.au/astore/RMA/RMA.aspx > for acknowledgment to request for the correct item to be reshipped to you subject to below condition(s):


- Request for return of goods must be sent by ticket in RMA link<
http://www.dwidigitalcameras.com.au/astore/RMA/RMA.aspx > for acknowledgment and received by us within 14 days from the invoice date

- Item(s) must be purchased from DWI Item(s) received are not what you ordered.

- Item(s) must be returned to us in original and unused condition with all product packaging, booklets/manuals, swing tags, labels and all other accessories included. 

Under this policy, after we confirm your return request, we will arrange courier service to pick up the wrong item(s) from you from the delivery address of your order (unless otherwise specified) and have the item(s) returned back to us.

Once item(s) has/have been confirmed as wrong item after receiving and inspection, the item(s) you ordered will be arranged earliest to be shipped back you within 7 -10 working days.

If any of the above conditions and requirements are not met or the item(s) is/are confirmed as the correct item(s) you ordered, the return case will be rejected under this policy and any incurring charges, for example pick up fee and freight charge will be deducted from your refund of item price. 

Note:
If however you wish to return the item in the situation like you do not wish to keep the item anymore; shipment took up longer than expected , please follow the instructions as outline above in 14 Day Peace of Mind Policy after 14 days from invoice. For this case, we ask you that please read all terms and conditions, item description and product specification before purchase as we reserve the right to strictly enforce this rule and related policy.


4) Warranty Service Return

DWI offer a standard warranty service on most products, and length of warranty may vary depending on products categories.

·        Digital Cameras, Digital SLR Cameras, Digital Video Cameras, Lenses, Flashes, Image Viewers, Mobiles, Tablets, Computers, Speakers and Headphones are all covered by a 12 month warranty unless otherwise stated in their product descriptions.

After we confirm your warranty service return request through system, we will arrange courier service to pick up the products from you to be returned to us for handling of warranty service if manufacture defects are found or occur within the stated warranty period.

 

For details, please refer to our Warranty Information (http://www.dwidigitalcameras.com.au/astore/Warranty-Information.aspx) and Warranty Terms and Conditions (http://www.dwidigitalcameras.com.au/astore/Warranty-terms-and-conditions.aspx)

Further Notes:
- For goods being returned to us please be aware that we do not claim any responsibility for goods damaged by any 3rd party or goods not received due to loss of package(s) by any 3rd party.

- Consumables OR perishables goods that are affected by hygiene are not eligible for return.

- Due to the complexity of liquid crystal displays on handheld devices, dead or bright pixels may sometimes occur. If the following occurs within DOA period (14 days), then you can ask to replace the LCD 
  > 5 or more dead/bright pixels anywhere on the liquid crystal display.

- DWI reserve the rights not to accept a return if they do not satisfy the conditions stated in the return policy.

- Any network related issue (e.g. SIM Card, availability, coverage, service, range etc.) of mobile phones and tablets will not be covered by DWI Faulty or DOA Return Policy.

- Any issues caused by the firmware or software, modification to operating system, rooted or jailbroken to the phones or tablets will not be covered by DWI Faulty or DOA Return Policy.

- No restocking fee will be applied to return which meets the conditions stated above in the policy. However, DWI reserve the right to deduct a restocking fee from your refund if the return does not meet the condition(s) specified.


 

 

 

 

 

 



 


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