EditRETURNS AND COMPLAINTS POLICY - TELA Laptops - July 2009 (updated April 2010)
EditPlease choose carefully.
When you place an order for a laptop through the TELA ordering web site you are entering in to an agreement to lease that laptop. We do not have to provide a refund or replacement if you have changed your mind about a particular order so please choose carefully. Please note that goods ordered 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 laptops ordered under the TELA Laptops for Teachers and Laptops for Principals schemes only.
All other product return requests are subject to their respective supplier return policies. For information regarding the return of TELA projectors, please
click here. For enquiries regarding the return of products invoiced or distributed by third parties, please contact the invoicing party.
EditIsn't the scheme responsible for any incompatibility issues between the products supplied through the scheme?
There are too many combinations of devices for the scheme (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).
EditHow can I find out whether an item is suitable before buying?
If you are in doubt about the compatibility of items you intend to purchase we recommend that you contact the laptop manufacturer
(Contacts). The manufacturer may be able to tell you if there are any known incompatibilities - however we cannot and do not guarantee the absence of conflicts. Selected manufacturers offer demonstration loan machines for testing before purchase. Not using the latest drivers, installing the drivers on a system with a less than perfect operating system 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.
EditDoes the scheme accept returns or exchanges for products covered by this policy?
Yes, but it depends on:
1 Ministry approval for the return request;
2 the reason for the return/exchange;
3 how long you have had the item; and
4 whether the lease for the product has commenced.
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 do I do if the laptop is damaged on delivery?
If any laptop is damaged on delivery please contact the scheme distributor within 5 working days to arrange a claim to reinstate laptops that are lost or damaged in transit.
EditWhat if the lease for the laptop I want to return has commenced?
If the lease for the laptop has commenced you will be unable to return the laptop. If a laptop under lease is damaged on arrival or the laptop received is not the correct model you must notify the scheme within 5 working days to arrange an exchange replacement laptop.
EditThe item is on lease and 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.
EditThe model delivered is on lease but not the same model I ordered. Can I just get a refund/cancel the lease?
No. If the scheme intends to deliver a laptop different from that ordered by the school - for example where the laptop ordered is no longer available or has been replaced by a newer equivalent laptop - the scheme will endeavour to notify the school and confirm acceptance of the alternative laptop prior to dispatch.
If the incorrect laptop was delivered to the school due to an error made by the scheme the school must notify the scheme distributor within 5 working days to request an exchange.
EditWhat if the lease for the laptop I want to return has not commenced?
Any unopened laptop can be returned for any reason by request within 5 working days of delivery if the lease for the laptop has not commenced - the packaging must be undamaged and the product and accessories accounted for. 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 is the restocking fee?
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 $118.40 return fee (including GST) plus all freight costs associated with the item (except where the incorrect laptop was delivered to the school). Please note that an item is not considered to be faulty simply because it is incompatible with your other equipment.
EditWho pays the cost of returning the product?
If you are returning the product 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.
EditWhat if the packaging has been thrown away?
Unfortunately, if a non-faulty item isn't returned in its original retail packaging a greater restocking fee that reflects the loss of value to the scheme will be notified by the scheme distributor and payable by the school, 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 happens if I lose some of the box contents of a laptop I am returning?
Any laptop returned must include everything that originally shipped with the laptop. You will be invoiced for the replacement cost for any missing contents or accessories in addition to the applicable restocking fee.
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 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 laptop after 5 working days from delivery. If you choose to return a laptop 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 lease cost for the laptop.
EditCan I get a forward replacement?
The scheme does not provide forward replacements as we are only able to ship replacement items upon the receipt of the returned item.
EditHow do I arrange for an item to be returned / exchanged?
Call the TELA Helpdesk on 0800 438 468 – the Customer Service Advisers will be happy to assist you with the return or exchange as applicable. 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 the scheme using any alternative service.
EditI have a complaint about your service, what can I do?
Please contact the Ministry of Education TELA Project Officer or Senior Project Advisor:
Contacts.