Cart

Refund & Returns Policy

Refund & Returns Policy 2017-03-06T17:17:53+00:00

Please choose products carefully as we are not obligated to give refunds if you simply change your mind or make a wrong decision. BTW makes no representation that the products displayed in this website are appropriate or legal for use outside of Australia.

1) Change of Mind

If you purchase a product from us and decide that you not longer want it, we can offer you a refund, less a 15% restocking fee, if the following criteria are met:

– The Product is unopened, and in re-saleable condition.
– The exterior of the package is free from damage or markings of any kind.
– The product will be returned to BTW Communications within 14 days of the original purchase date.

If your return meets the above criteria, please contact our Customer Service team for a Return Authorisation. All returned items must be received within 14 days of the original purchase date, and include all original components and accessories. We do not make exceptions to this policy. We do not offer exchanges for credit toward different products.

Upon getting your product back to us (via the approved shipping method below) BTW will exchange your purchase or offer you a refund based on your original method of payment – less the shipping cost and a 15% restocking fee.

Please note that we take no liability for damage incurred during postage. The cost of return is the sole responsibility of the customer unless otherwise agreed upon.

2) Returning a Defective Product

If you discover what you believe is a product defect for any BTW supplied product, please contact Customer Service to report the defect and to return the goods to us.

If your product does have a defect, your product is covered under the terms of your product’s warranty. Please refer to the warranty information and other supporting documentation that came with your product. We can advise you on what the repair process will be. In many cases, we have technicians who can carry out warranty repairs. Alternatively, we deal with the manufacturer on your behalf. Please note, if your product is out of warranty, a small assessment fee may apply.

How to arrange returns of faulty products under warranty

If you feel your product is not working correctly please call BTW customer support on: – 1800 896 929 or email us at sales@BTW.com.au and our team will if required provide you with a Return Authority (RA) Number.

If you return a product under warranty it MUST:

  1. a)    Be complete with all the parts originally supplied.
  2. b)    Be adequately packed to prevent damage in transit.
  3. c)    Include with it a copy of your Tax Invoice (proof of purchase).
  4. d)    Have the RA number clearly marked on the outside of the packaging

The BTW team located in Western Sydney are extremely proud of their reputation in providing assistance to our customers. The last thing we want is a dissatisfied customer. If there is something you do not like, or if you have any suggestions which may help us serve you our valued customer better, please let us know.

Statutory conditions and warranties

Statutory conditions and warranties apply. Nothing in these Terms and Conditions excludes the application of those statutory conditions and warranties. For more information about your rights as a consumer, refer to the ACCC website www.accc.gov.au or download a free copy of the Warranties and Refunds Guide at http://www.accc.gov.au/content/index.phtml/itemId/322947.