Returns \ Exchange Policy  

This policy is in addition to your rights under the Australian Consumer Law, which are described in our Warranty Policy. 

 

30 Days Change of Mind Returns\ Exchanges

If you have changed your mind, we may offer you a refund/product exchange provided that:

  • The request is made within 30 days of purchase

  • Satisfactory proof of purchase is provided

  • All peripherals supplied at purchase are returned

  • The items are returned in original product packaging and have no visible signs of wear or use

  • No attempt has been made to alter the product or the product has not been damaged through incorrect use.

You can return your product in exchange for a different product or a refund.

 

Please note that original delivery and installation costs are non-refundable for change of mind returns and a 10% Restocking fee will be charged to cover administration cost incurred.

Proof of Purchase

 We recommend you retain your receipt as we may require proof that you purchased the product from us. Our Customer Service team will be able to advise you whether a refund or exchange is available. If you are unable to provide satisfactory Proof of Purchase, we may be unable to provide you with a change of mind return or exchange.

Alarm Connectivity

Tunstall cannot 100% guarantee (like any seller of mobile devices) that when your alarm is installed in your residence there will be adequate mobile signal coverage. We use our best endeavours before delivery to check the coverage including prior coverage checks on the Telstra Mobile Network and if necessary, also asking the purchaser if they are aware of any weak signals inside the residence on devices connected to the Telstra Mobile Network.

If after testing you believe there is insufficient signal strength for your alarm to function correctly, contact our Customer Service Team before the ’30-day return period’ expires and we will then investigate. If we find the coverage is inadequate and cannot provide an alternate solution, upon the device being returned, we will refund the purchase price (less freight and installation charges). It is ultimately the user’s responsibility to test their alarm during the ’30-day Return Policy’ period and identify any mobile network coverage or signal issues.

 

Exchanges

If a product exchange is requested, Tunstall will exchange like for like. Where the option to exchange is for a product of:

·         higher value - you will be required to pay the difference

·         lesser value - Tunstall will reimburse you for the difference

 

Returning your Items

To return or exchange your item, please contact our Customer Service Team (insert Contact Details), making sure you have your Proof of Purchase document available. If eligible we will forward you a prepaid return shipping label, then post your item at the Post Office. Items must be posted back in a protective satchel to avoid damage to the original packaging.  

Our Customer Service team will assess the item upon return to determine whether a refund will be offered under our Returns Policy.

 

Processing Refunds

Once your return is received and inspected, we will contact you to confirm receipt of your returned item and confirmation of the approval or rejection of your refund claim. If your refund claim is rejected, we will return the item to you (at an additional postage cost).

 

If your claim is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please allow 14 days for your refund to appear in your account.