Shipping policy

Services, Software, Products, Goods and/or Hardware may not be returned for credit to Triniteq without the written prior consent of Triniteq. Triniteq may grant its consent for the return of the goods for credit requested by the Customer subject to conditions, including the payment by the Customer to Triniteq of a restocking fee. In calculating the amount of the re-stocking fee, Triniteq shall consider the following:

  • When the original Services, Software, Products, Goods and/or Hardware had been invoiced to the Customer;
  • The condition of the returned Services, Software, Products, Goods and/or Hardware;
  • The current ‘fair market value’ of the Services, Software, Products, Goods and/or Hardware;
  • Whether the Services, Software, Products, Goods and/or Hardware are (or still are) part of Triniteq current product range, and;
  • Whether the Services, Software, Products, Goods and/or Hardware have been specifically procured or manufactured for the Customer.

The applicable restocking fee may apply per item and our shipping charge will be deducted from the refundable amount.

Any product delivered to the Customer that is wrong, faulty or is in a damaged condition, may be returned for repair or replacement.

The Customer must contact Triniteq via phone (1300 784 666) or email shop@triniteq.com within 14 business days. Once notification is received, Triniteq will send the Customer an RMA number and return instructions.

Under our Supplier’s instructions, Triniteq will repair or replace the return of faulty products. However, replacement or repair (handled by Supplier) may result in delays due to Supplier lead time, policy and/or stock availability.

If a faulty product is returned, but no fault is found after testing by the Supplier or Triniteq, the Customer will be responsible for any or all charges raised. Any physical damage incurred due to misuse of the product will void the warranty and is the Customer's responsibility.

The Customer will be responsible for paying its own shipping costs for returning items. Shipping costs are non-refundable. If the customer receives a refund, the cost of return shipping will be deducted from the Customer’s refund.

Depending on the delivery location, the time it may take for the exchanged product to reach the Customer may vary.

If shipping an item over $75, the Customer should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Return conditions

All products must be returned with the original packaging - both internal and external packaging must be complete and in the original state.

  • The External package (box) should be in perfect condition - this means it must not be damaged, scratched, soiled or torn for the purposes of resale.
  • Please include all cables, manuals, disks, etc.
  • Please outer wrap the original carton to avoid further damage by couriers.

Triniteq does not accept responsibility for any damage or loss incurred during transit of returned products. Any damage incurred is at the risk of the customer.

In the case of goods returned in damaged/used condition, a higher deduction may apply, or a refund may not be provided for the product. Assessment of the condition of goods will be assessed at the premises of Triniteq or the Supplier. Triniteq does not take responsibility for any damage to the goods during transit to its offices or the Supplier’s premises.

Freight charges for returns of the product are at the Customer's expense.

Returned goods must have a valid RMA number provided on a removable label on the outside of the shipping carton(s). Please note that writing/stickers on the external packaging will not be accepted. If the RMA number cannot be identified, or if the Product does not match the RMA details provided, Triniteq may reject the returned product and return it to the Customer.

The Customer must maintain a copy of the proof of delivery or consignment information to confirm delivery in the case of future queries and must also send a soft copy to shop@triniteq.com for notification.