091105 Deliveries, Returns & Refunds Policy

We hope that you'll be happy with your purchase from crazyjohns.com.au, but if you're not, or there is something wrong with it, we're happy to help you sort it out. Just follow the simple rules below.

Please note this policy only covers items purchased directly from crazyjohns.com.au. For the policy applicable to Crazy John's goods purchased through other outlets, please refer to the outlet you purchased from for details.

Delivery Process
Below is some important information about how we deliver items to you;

• Crazy John's only accepts orders for delivery in Australia.
• If you place your order before 2pm Monday to Friday, your items will usually get packed and sent to you that day. You should generally allow up to 5 business days to receive your parcel.
• We CANNOT GUARANTEE delivery times, so we only provide information about delivery times as a general guide. If you have a concern or think your delivery may have been misplaced, please call our Contact Centre 7 days a week on 132299.
• Your items may also arrive in more than one parcel/delivery, depending on what you have purchased and the warehouse from which those items are being sent to you.
• Deliveries are made from Monday to Friday, 9am to 5pm, excluding public holidays. Deliveries are not made on weekends. Most deliveries are sent using Australia Post. Some are sent using other couriers, such as Toll or Australian Air Express.
• If you are not home at the time of delivery, Australia Post or the courier we have chosen may leave a calling card in your mail box advising you to either pick up your parcel from a designated post office (in the case of Australia Post) or book a convenient time for the parcel to be re-delivered. If this happens, please collect your parcel or book a time for re-delivery promptly. If the parcel remains uncollected after 10 business days, or you don't book a time for re-delivery within that period, the parcel may be returned to Crazy John's, in which case you will be responsible for any shipping charges. Refer to our terms and conditions of sale for details.
• Some deliveries may require a signature and a form of personal identification, depending on the courier company and/or the products purchased.

Faulty Goods
If it's obvious something isn't right or you've asked for help and still can't get your item to work, it may be time to return it. Crazy John's will accept product returns and provide you with a refund, or arrange for the item to be repaired, if it is faulty. By 'faulty', we mean that the item;

• Is not of merchantable quality or reasonably fit for the purposes for which it is designed (eg. it is defective or does not perform in the way it is designed to perform); or
• Deviates from its description in some significant way; or
• Does not comply with any other manufacturer's warranties or any statutory warranties which are applicable to it. Please refer to the documentation supplied with your product for details of the applicable manufacturer's warranties.

A product will not be considered to be 'faulty' if the problem has been caused by your misuse or neglect, or any damage to the product caused by you.

Returns Process
Goods returned within 30 days from the invoice date;
If you return faulty goods to us, and we receive them within the 14 day DOA period, we will repair the goods. If they are unrepairable, we will replace the goods for you free of charge (or, if you choose, provide you with a refund) provided that:

• You include with your goods your original Crazy John's tax invoice; and
• The goods are in their original packaging, including instruction manuals and all accessories.

Goods returned more than 30 days from the invoice date;
If you return faulty goods to us, and we receive them more than 30 days after the date of your invoice, then we will send the goods to a manufacturer-accredited repair centre for assessment. If the goods are faulty, we will arrange for them to be repaired or replaced by the manufacturer, or, if you choose, provide you with a refund.

Repair turnaround time is dependent on the relevant manufacturer's current workload. We CANNOT GUARANTEE repair turnaround times and will not accept any claims for losses you suffer during this time.

Details of where to send or take goods that you think are faulty or have been damaged in transit vary according to the manufacturer and type, so call us on 132299 and we'll tell you what to do next.

Not Covered by Warranty
If a product is returned to us and it is not faulty, for example because you have misused or damaged the product yourself, or because the problem has occurred outside the applicable manufacturer's warranty period, then the manufacturer may offer to repair the item at your cost. In that case please note the following;

• The preparation of an estimate for this work is not covered by the manufacturer's warranty and may also be separately chargeable.
• If the manufacturer tells us that a charge will apply for preparing an estimate, we will tell you about that (using the contact details you have given us) before asking the manufacturer to prepare the estimate. If you choose not to have the estimate prepared, the item will be returned to you (and a delivery charge may apply for returning it to you).
• Once prepared, the estimate will be emailed to you (or sent to you by post if we do not have an email address for you).
• To accept the estimate, you must call us 7 days a week on 132299 or send us an email using the contact details we have provided to you for that purpose. If we don't receive your acceptance of the estimate within 10 days after the date we send it to you, we will assume that you don't want to go ahead with the repair and the item will be returned to you (and a delivery charge may be payable for returning it to you).

All repairs of faulty products will be undertaken, and the items returned to you, at no charge to you.

Transit Damage
We will replace any goods that have been damaged in transit, provided that you tell us that that has happened within 48 hours after receiving the goods (or collecting them from our chosen carrier, where applicable). If you don't notify us of the damage within that 48 hour period, the relevant goods will be taken to have been received in good condition and we will not be responsible for any damage that may have occurred in transit.

To notify us of goods damaged in transit, you must call Crazy John's on 132299. We will then make arrangements to collect the goods from you or send you a prepaid envelope to return the goods to us. You must then return the goods to us along with your proof of purchase and delivery documents, and all packaging, CDs, manuals and accessories supplied with the goods in their original condition.

Refunds
Refunds are provided on a like-for-like basis except for credit card whereby we will refund by cheque or EFT. If you paid by any other means we will endeavour to provide a refund using that method. If we can't, we'll call you to discuss. Refunds can take up to 14 days to process. If you think you are due a refund and it hasn't come through in that time please call us on 132299 and we'll check it out for you.

Trade Practices Act
Nothing in this policy affects any statutory rights you may have under the Trade Practices Act or any other applicable legislation, as far as those rights cannot lawfully be excluded or limited in our contract of sale.

Need More Help?
If you have any questions on our Deliveries, Returns & Refunds Policy, please call us on 132299. If you are not satisfied with how your refund or return has been handled, please let us know and we'll do our very best to resolve if for you. If we don't resolve your complaint to your satisfaction there are further steps you can take and we will provide details of those for you.

Version: 090106 Deliveries, Returns & Refunds Policy