Nardek Returns Policy


There may be times when you need to return your purchase. Our Returns Policy is designed to assist you in returning your product.

We would like to remind you that the benefits given by our Returns Policy are in addition to other rights and remedies you may have under Australian Consumer law and any other relevant laws.

 

If you are having difficulties with a product

If you are experiencing difficulties with a component, we strongly recommend that you contact us via email at nardek@nardek.com.au or on (02) 9984 9984 to discuss your concerns.  In our experience, often when customers believe the product they have purchased is faulty, it can be easily resolved with some basic ‘troubleshooting’.

 

Your rights under the Australian Consumer law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Where a failure does not amount to a major failure, Nardek is entitled to choose between providing you with a repair, replacement or other suitable remedy.  Any cost incurred by you in returning the product to Nardek will be borne by you.

 

Change of mind

Unfortunately products cannot be returned if you have changed your mind, including where you have purchased the incorrect component for your application.

Under the Australian Consumer Law, Nardek is not required to provide you with a refund if you have changed your mind or if you have purchased the incorrect component.

 

Returning a product

For all product returns, please contact Nardek on (02) 9984 9984 or via email at nardek@nardek.com.au.

Please note that freight charges for the return of items are at the customer’s expense.  Return freight costs will only be reimbursed when Nardek is at fault, that is, if the wrong item is delivered to you, there is a fault with the product or there is a breach of a consumer guarantee under the Australian Consumer Law.  In all other circumstances, the delivery charges will be borne by you.

 

Please retain your invoice as proof of purchase

In order to obtain an exchange, repair or refund, you must have clear proof of purchase - typically, an invoice. 

 

If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.

Your rights to a remedy under the Australian Consumer Law are not limited by a defined time.  However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and its price. Nardek adopts this same approach.  As you can appreciate, the type of remedy Nardek can offer you may also vary depending on how long it takes you to return the product to us. We will always take a fair and reasonable approach.

 

Product Assessment

Once we have established proof of purchase, we reserve the right to assess the product to determine the nature of the issue and how we can help you, whether it be a repair, replacement, exchange or refund.


In many situations, this will be a simple assessment by our customer service staff.  If the product fault is relatively simple and safe to determine, we will assess it as soon as it is returned to us.  Sometimes however, it may not be possible for us to assess the product
in-house due to the nature of the product in which case, we will send the product to our manufacturer to determine the issue and its resolution.

 

Goods returned for repair will be assessed and/or repaired within 21 days.  Should replacement parts be required from overseas suppliers, this timeframe may vary due to reasons beyond our or our manufacturer’s control.  In this circumstance, the customer will be contacted and provided with an indicative repair time.


Whilst we will do our best to provide you with a timely resolution, it may take several days or more to complete the process due to the number of parties involved.

When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.


We, or our manufacturer, will assess the product and determine whether:

  1. There is no fault found.
  2. There is a minor fault which can be easily repaired.  This will be carried out and the product returned to you within a reasonable time frame.
  3. There is a major fault: the assessment is that the product has experienced a major fault, you may choose to receive a repair, replacement or refund.
  4. The product has been damaged through abnormal use, incorrect use or abuse.  Unfortunately, Nardek cannot offer a refund or return where the product has sustained damage due to abnormal use, whether this is identified by Nardek or our manufacturer.

 


Where the product assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option, that you compensate us for any fee imposed on us by the manufacturer in relation to this assessment.

Repair notice
Please be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

 

Subject to your non-excludable rights under the Australian Consumer Law, Nardek expressly excludes any liability for consequential loss, incidental or indirect damages (including but not limited to damages for loss of business profits, business interruption and loss of business information) due to a defect of the product. In particular any loss or damage caused to any other equipment or accessories used with the product or any loss resulting from a delay in repair are excluded to the extent permitted by law.