EditRETURNS AND COMPLAINTS POLICY - PROJECTORS - August 2008
EditPlease choose carefully.
When you place an order for an item sold through the TELA ordering web site you are entering in to an agreement to purchase that item. We do not have to provide a refund or replacement if you have changed your mind about a particular purchase except in accordance with this policy so please choose carefully. Please note that goods sold through the scheme are not covered by the Consumer Guarantees Act but are covered by the TELA scheme’s own supplier and quality policies.
EditWhat products are covered by this policy?
This policy covers products distributed and invoiced by Invo Limited including certain TELA Projectors and projector accessories. This policy excludes Panasonic products, TELA and Leadspace laptops and accessories, as well as services, products and accessories invoiced or distributed by third parties and products that are leased through the TELA scheme financier.
All other product return requests are subject to their respective supplier return policies: For enquiries regarding the return of TELA or Leadspace laptops, please contact the Ministry of Education TELA Project Officers. For enquiries regarding the return of leased goods, please contact the scheme financier. For enquiries regarding the return of products invoiced or distributed by third parties, please contact the invoicing party.
EditDoes Invo accept returns or exchanges for products covered by this policy?
Yes, but it depends on the reason for the return/exchange and how long you have had the item. Any unopened item can be returned within 5 working days of delivery - the packaging must be undamaged. You need to arrange any returns using the process set out in this policy to limit your liability in the event a returned item is lost in transit.
EditWhat if the item has been opened or used?
If a non-faulty item is returned, together with the original retail packaging and all in-box contents within 5 days of delivery in original condition, we will charge a 10% return fee plus all freight costs associated with the item. After 5 working days we will not accept returns for non-faulty items. Please note that an item is not considered to be faulty simply because it is incompatible with your other equipment.
EditWhat if the packaging has been thrown away?
Unfortunately, if a non-faulty item isn't returned in its original retail packaging the restocking fee is 25%, even if it is returned within working 5 days. It would therefore be wise to retain the packaging until you are sure you are going to keep the item.
EditWhat about if we want to return an item after 5 working days from delivery?
Unfortunately, we are unable to accept any request to return a non-faulty item after 5 working days from delivery. If you choose to return a non-faulty item after this period the item will be re-dispatched to your address and all additional freight costs we incur will be payable by you in addition to the original invoice price for the item.
EditBut aren't you responsible for any incompatibility issues between the products you sell?
There are simply too many combinations of devices for us (or anyone else) to know if a given item will conflict with other hardware, drivers or software. There may also be some people who do not have the necessary knowledge to get some tricky items working correctly (in some situations you may need a bit more than the instruction manual). If we notice any obvious incompatibilities in your order, we may query this with you, however you are responsible for your choice of goods.
EditHow can I find out whether an item is suitable before buying?
To assist you with this we provide a supplier’s suggested list of compatible products. If you are in doubt about the compatibility of items you intend to purchase we recommend that you contact the TELA Helpdesk (0800 438 468). We can tell you if there are any known incompatibilities and we can tell you if we know of others successfully running the same combination of products - however we cannot and do not guarantee the absence of conflicts. If you need more information than we are able to provide we will advise alternative supplier contact details to obtain further information. Selected manufacturers offer demonstration loan machines for testing high value items before purchase. Not using the latest drivers, installing the drivers on a system with a less than perfect Windows installation and incompatible BIOS settings can also cause difficulties, and may make the hardware appear to be faulty when that is not the case. If you are using an unusual combination of products, you may need to do a little research first.
EditWhy do you charge a restocking fee?
A restocking fee is necessary to deter some people from using the scheme as a “try-before-you-buy service”. The restocking fee only applies if the item has been opened or if the packaging has been damaged in some way. In such cases we can no longer sell the item as “new” and the restocking fee helps offset the loss we incur on such items.
For information about requesting trial products, please
see above.
EditWhat happens if I lose some of the box contents of a non-faulty product I am returning?
Any product returned must include everything that originally shipped with the item. You will be invoiced for the replacement cost for any missing contents.
EditThe item is faulty. Can I just get a refund/cancel the lease?
No – any product which is faulty will be repaired or replaced at the manufacturer’s discretion.
EditCan I get a forward replacement?
Invo does not provide forward replacements as we are only able to ship replacement items upon the receipt of the returned item.
EditWho pays the cost of returning the product?
If we sent the wrong item or if it develops a fault AND you let us know within 5 working days of receiving the item, then we will either arrange to have the item picked up or send you a courier ticket. If you are returning the product after 5 working days or because you no longer want the product, because you made a mistake or because it is incompatible with your other equipment, then you are responsible for the cost of returning the item.
EditHow do I arrange for an item to be returned?
Call the TELA Helpdesk on 0800 438 468 – our Customer Service Advisers will be happy to assist you with the return. We will contact you to confirm when a courier has been arranged and provide you with instructions regarding collection. If the item is not available for collection by the courier on the specified date, you will be invoiced for any further courier collection arrangements. To limit your liability for returned goods which are lost in transit, returned items should not be couriered or posted to Invo using any alternative service.
EditI have a complaint about your service, what can I do?
Please contact our Operations Manager directly and she will be happy to help you.
E-mail:
admin@invo.co.nz.