Order and Returns

ID Supplies Pty Ltd (IDS) will accept the return of goods and provide refunds or credit under the following conditions.

  1. Interpretation
    1. In these terms and conditions of sale:
      1. “Australian Consumer Law“ means law governed by the Competition And Consumer Act 2010 and any regulations made under the CCA;
      2. “Goods“ means goods supplied by us to you from time to time including, but not limited to, goods described in any invoice we issue to you;
      3. “we“ or “us“ or “the company“ or “IDS“ means ID Supplies Pty Ltd (ABN 39 098 420 627) trading as Identity Australia and any Related Body Corporate as defined in section as defined in Section 9 of the Corporations Act (2001)
      4. “you“ means the Customer stated in the application and any other person offering to contract with us on these terms and conditions or, where such person is acting in the course of employment, such person‘s employer;
  2. Requests for Returns
          1. Requests for returns, for whatever reason, must be completed within one week of receipt of goods
        1. ).
  3. Incorrect Goods
    1. If incorrect goods are supplied due to an error by IDS then you will have the choice of having the correct goods shipped, or cancelling the order. In either event, there will be no freight cost incurred by you for the return of the incorrect goods or the re-shipment of the correct goods.
    2. If incorrect customised or made to order (mto) Goods are supplied due to an error by you then the order will be corrected, the incorrect Goods returned and IDS will re-initiate the process to ship the correct order. You will be liable for all re-manufacturing and freight costs including the original shipment, the return shipment and the corrected order shipment.
    3. If incorrect goods are supplied due to an error by you then the order will be corrected, the incorrect goods returned and IDS will ship the corrected order. You will be liable for all freight costs including the original shipment, the return shipment and the corrected order shipment.
  4. Damaged Goods
      IDS will replace goods damaged in transit. The goods must be returned for inspection and to enable IDS to claim transit insurance. If the customer fails to return the damaged goods, then no credit will be provided for the damaged goods.
  5. Faulty Goods. (For Warranty claims – see section 7)
      IDS will replace faulty goods. The goods must be returned for inspection and to enable IDS to claim warranty replacements on the manufacturer. If the customer fails to return the faulty goods, then no credit will be provided for the faulty goods.
  6. Return Goods.
      Where Goods are returned to us, credit will only be issued under the following conditions;
      1. Return Authorisation
        1. A Product Return (PR) number must be obtained from the supply point prior to the return of any Goods. We may refuse to give a PR or accept the return of any Goods;
        2. You must provide the invoice number and date of purchase before a PR will be issued;
        3. The PR number must be clearly marked on the packaging of Goods returned to us.
      2. Credit:
        All claims for credit must be supported by:
      3.  
        1. carriers consignment note or similar receipt of delivery
        2. our relevant invoice number; and
        3. the PR number issued by us.
      4. Unacceptable Returns:
        Without in any way limiting our discretion to refuse to accept the return of any Goods, the following Goods will not be returnable:
      5.  
        1. any Goods that have been held by you for more than fourteen (14) days; or
        2. any Goods which are not in original condition; or
        3. any Goods that are manufactured as made to order (“mto“) items unless faulty. Any manufacturing surcharge is non-refundable.
      6. Faulty Goods:
        We will only recognise claims for faulty Goods that are lodged within seven (7) days of you receiving the Goods.
      7. Restocking Fee:
        You agree to pay us a restocking fee at the rate of 15% of the total value of the Goods being returned.
      8.  
        1. any Goods that have been held by you for more than fourteen (14) days; or
        2. any Goods which are not in original condition; or
        3. any Goods that are manufactured as made to order (“mto“) items unless faulty. Any manufacturing surcharge is non-refundable.
  7. Change of Requirement
      If the Customer determines they do not want the goods after taking delivery, for whatever reason other than the aforesaid (incorrect, damaged or faulty goods), then it will be totally at IDS’s discretion whether or not to provide a credit or refund.
  8. Warranty Claims – Regulation 90
    1. 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.
    2. Our goods also come with our limited warranty in addition to your rights under law (for printers – see extra information in printer packaging). This statement is to be read with and forms part of our limited warranty.
    3. Warranty periods vary depending on the product. The period within which a defect in the goods or services must appear for the consumer to be entitled to claim a warranty varies according to the product or service type. These are detailed here:
      1. Printers & Ribbons are detailed on the packaging.
      2. Card holders, Lanyards, Access cards, other ID accessories – 1 month.
      3. Service – 1 week
    4. To claim under our limited warranty follow the steps below. You will bear any costs of returning your product to us.
  9. Warranty Claim Steps
    1. Contact our office with a description of the problem and proof of purchase details.
    2. Include product make and model.
    3. Purchase date & invoice number.
    4. Delivery location.
    5. Brief explanation of the reason for the warranty claim
    6. Your contact details
  10. Our Contact Details:
    1. Phone: 02 8841 7400
    2. Fax: 02 8841 7490
    3. Email: admin@idsupplies.com.au
    4. Attn: Customer Service
    5. Address: Unit 22, 287 Victoria Road, RYDALMERE, NSW 2161
    6. Wait for instructions from our office while we investigate your claim. A maximum of 30 days.
    7. When finalised, Identity Australia will advise where to send the goods if the warranty is valid.