Below you will find our policies, please get in touch if you have any questions
TERMS & CONDITIONS
Wolfcom Australia Pty Limited encourages all our website users/customers to refer to the below “Terms and Conditions” prior to making any purchases. This will ensure you are understanding of these Terms and Conditions prior to any enquiries or orders.
Price is listed in Australian Dollars and is GST Inclusive. (Quotations can be sent out in “GST Exclusive” pricing if required).
Postage and Handling is commonly delivered by Australia Post (Standard Post Satchels) and is added to the price when selecting "Australia" or "New Zealand" as the delivery country (flat rate). For combined shipping of multiple products, we encourage you to contact us for a quote to minimise costs. For orders greater than 5 kgs, for overseas orders (excl NZ), for Signature on Delivery, or for additional insurance requirements for your order, we will need to manually quote your postage and handling charges. Please contact us for an accurate price on these postage requirements. We attempt to minimise freight costs by combining packaging when possible, and using the Australia Post satchels which are economical and primarily secure. Express Post can be requested for an additional charge, but doesn’t necessarily mean next day delivery; it is delivered in accordance to Australia Post delivery schedules. These can be found in the link below:
Lost, Missing, Damaged or Destroyed Freight is a rare occurrence, but does happen on occasions. Wolfcom Australia uses Australia Post’s “Express Post” service, with “Signature on Delivery”, (as indicated above). Although the order is out of our control once it has left our hands, we will assist in any enquiries with Australia Post to investigate the issue.
As an additional security feature, we can offer Registered Post (please enquire for this option). Furthermore, to insure your valuable products against loss or theft during shipping, we offer customers “Extra Cover” by Australia Post, to ensure that purchases are insured for an amount consistent with the value of the products, or an amount that you feel comfortable with. Please contact us if you would like to take out “Extra Cover” for your shipping of your order. (Cover is charged at $1.50 per $100 cover, so a $1000 extra cover will cost $15 additional for your post). Please refer to the below link for more details.
For larger orders, if you have a preferred freighting company, we can also assist in your organisation of this, through your designated freight company.
For Overseas Orders, please check with your Customs or clearance broker for import taxes, duties and charges prior to ordering. These usually include a Goods and Services Tax (GST) at your domestic GST rate, plus importing duties and charges for clearing the shipments that you have ordered. The purchaser is responsible for these taxes, duties and charges.
Customised Orders are manufactured specifically for the customer. If you are ordering these products, we seek to get all the information required so that the product will be fit for your purpose. This usually involves images and sometimes sample products which need to be approved by you, prior to production. This may be a lengthy approval process, but necessary to ensure the products are as per your requirements. If some information has been missed or misinterpreted, or a product has been found to not meet the requirements for certain reasons, Wolfcom Australia will work with local and overseas suppliers to remedy the issues if possible. The products can’t be exchanged or refunded due to the nature of customised orders.
Liability – Wolfcom Australia is not liable for any damage or loss that has occurred from the use of information or products from this website.
Returns, Exchanges, Refunds and Warranty Service Work will be honoured as per Consumer Law requires, and in accordance with the product’s manufacturer. The individual cases will be assessed as a case by case basis, and inevitably is determined by the manufacturer’s policies in most cases. However, Wolfcom Australia will always work with you to seek a fair and amicable solution.
Products sent back for return, exchange or for warranty, must be discussed with Wolfcom Australia prior to returning the product. A “Returned Merchandise Authorisation” (RMA) Number must first be issues by Wolfcom Australia. This is then your reference for any future correspondence on this product.
Once we receive the products back, we will assess the products and will be in contact to discuss the next appropriate action that we can take. Please refer to our Policy Statement on Returns, Exchanges, Refunds and Warranty Service Work for further details, or contact us at a time convenient to you.
The Wolfcom Australia Website, Associated Materials and Social Medias may not be copied, transferred, reproduced, altered, sent to other parties or for commercial purposes, unless prior consent has been granted in writing from Wolfcom Australia Management. Similarly, in visiting this website and our Social Media outlets, you agree to not engage in any harmful, abusive, vulgar, disruptive, illegal, defamatory, racist views or threats against the Staff or Company.
Changes to the Wolfcom Australia Website, Social Medias, Prices, Product Sheets and Terms and Conditions may change when required, and it is encouraged that any Website visitors review the conditions etc, prior to ordering any products.
By using this website, you are accepting the above Terms and Conditions, and any enquiries about this Website, our Social Medias and The Company are encouraged.
Wolfcom Australia Pty Limited wishes to advise that we do our best to ensure all information gathered is kept private and confidential at all times.
Information that we receive through the internet, emails and phone calls, is never disclosed to third parties, and we ensure any hard copy and soft copy documentation is kept securely on site or in our computer systems.
Information is provided only when you place an order, submit an enquiry via our website, or if you subscribe to our newsletters; all of which may ask for details such as your name, phone number and email address. We therefore use this information for the following:
To assist us in your orders or enquiries.
To help us develop our website and products to better service you and other customers.
To provide us with your details for any subsequent email marketing, including new product announcements or specific sales and marketing initiatives.
(If you wish to be removed from our mailing list, please just let us know at any time and we will exclude you from any future mailouts).
If you have purchased our products via a credit card, your details are not disclosed to our website or accounting systems, as the transaction is hosted through the safety of PayPal’s secure payment gateway, which is an internationally approved and extremely safe payment system. Paypal is used to handle all our electronic online payments.
For any EFT payments that you may transact, these are made directly into our bank account and we therefore don’t see your banking details; only your transaction reference.
Our website does have the ability to collect visitor numbers through your site visits. This enables us to simply monitor and analyse visitor numbers and no other information is obtained from your visit.
We encourage you to contact us if you would like any further information regarding the details that we receive via any enquiries, site visits, newsletter subscriptions, and online or EFT payments.
Returns, Exchanges, Refunds and Warranty Service Work
Wolfcom Australia is committed and reliant on quality products and services, with our ongoing goal to exceed customer satisfaction! On occasions, some products may not be fit for purpose or not as advertised due to faults or damage. We will assess each Return, Exchange, Refund or Warranty Work on a case by case basis. However, please note the following to commence this process:
Generally, there is a 30 Day Exchange and Returns Policy for items that are no longer required and are still in a perfectly resalable condition, in original packaging.
Please contact us to discuss the Return, Refund, Exchange or Warranty Work that you believe is to be required. We will make an “over the phone” assessment and seek to troubleshoot in case the issue is able to be remedied without sending back.
If it is determined that a product needs to be returned, a Return Merchandise Authorisation (RMA) Number will be assigned to the returning product, prior to it being sent back. This will be your reference to the product for any further correspondence. The product needs to be returned in its original packaging and with all associated accessories if provided with the product. A note with any details you can provide is also encouraged, to be placed in with the returned product.
Once returned for Warranty Work, Exchange or Refund, we will assess the product back at the service centre and determine the next action required.
If the product is deemed to be fit for reselling, then we will advise of this and issue an exchange or refund (if returned within 30 days).
If the product is deemed to have a manufacturer’s fault, an exchange or refund will also be given.
If the fault is deemed to be through negligence or human error, we will discuss the most appropriate action to remedy the damage.
If the product is not in its original packaging and/or is not in a resalable condition, we will discuss the most appropriate options.
Wolfcom Camera and Accessory Repairs and Warranty Work: In the case of damage to a camera or camera accessory, there may be a requirement to ship this to the supplier in the US if our local technicians are not able to repair the products. If this has been deemed as a Warranty repair, the repairs and shipping charges to the US will not be charged to you. We may also be able to offer you a temporary replacement for the period that your camera is away from your service. However, damage caused by human error, general wear and tear or damage to a cable or cable port may need to be repaired and shipped at your expense. This may include freight costs to and from the US manufacturer, as well as the repair costs. We will supply a quote for this prior to any work being undertaken.
Wolfcom Garments and Other Product Repairs, Exchanges and Warranty Work:
In the case of garment faults and repairs, we will assess each product upon return. If the products were customised, we will look at repairs to be undertaken locally and if deemed as a manufacturer’s fault, we will endeavour to repair the product to the best of our ability. In the case of a standard product (off the shelf) we will seek to replace this as soon as possible. If the faults have been caused by human error or general wear and tear we will discuss the options available to have the garments replaced or repaired.
Wolfcom Australia encourages any feedback and seeks to work with all customers to ensure an amicable and practical outcome for any Exchange, Return, Refunds or Warranty Service Jobs. Please contact us if there are any enquiries pertaining to the above.
Thank you for your reading and understanding of this page.