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FAQ's

How do I cancel or change my order

If you have changed your mind concerning your purchase, and your product has been shipped you can request a refund under the following conditions.

Contact us within 30 calendar days of purchase for a refund excluding shipping costs.
We will send you a return form with a return shipping address and related information.
To qualify under our Change of Mind Policy, your purchase must be unused and in the same condition that you received it, including all original packaging and accompanying material. The products must be sealed.

We will only provide a refund to you when we have received your product/s. You will be responsible for all return shipping costs including a track-able shipping code. Return of the product remains your sole responsibility and risk. We accept no responsibility for items damaged or lost in the return transit. You will not be refunded any original shipping costs.

Do you offer international shipping?

We are shipping world wide with an Estimated delivery time of 6-8 working days.

What forms of payment do you accept?

We support multiple payments, Credit Card, Debit card, Afterpay, Paypal

What if I receive a damaged or defective product?

We have a 3 stage process as follows:
Stage 1: Trouble Shooting
Please send your full name, order number, relevant contact information and a brief description of your claim to sales@vireless-australia.com within 30 calendar days of purchase to discuss further. In some cases, our IT troubleshooting tips may be able to resolve the issue, if not we have to request more information from you and advance your claim to the below stages.
Stage 2: Photo/Video Assessment
At this stage we require you to provide our team with photos/video of your product clearly showing the fault. Details of this stage are as follows;
  • Your product will be assessed for faulty materials or workmanship.
  • Our team will assess your claim as soon as we can, but no longer than 14 business days. 
  • If your claim is successful, we will provide you with a replacement product. 
  • We reserve the right to decline your claim where product misuse or neglect is evident.

Due to the technicality of our product, we may request a physical assessment of your your product. In this situation your claim will advance to our Stage 3, Physical Assessment. Please note if a valid photo/video proving your product is faulty is not sent through with 30 calendar days of purchase, you will not be eligible for a return or refund.

Stage 3: Physical Assessment

This stage requires your product to be returned to our warehouse for a physical assessment of the fault. Details of this stage are as follows;

  • Your product will be assessed for faulty materials or workmanship.
  • Our team will assess your claim as soon as we can, but no longer than 14 business days. 
  • If your claim is successful, we will provide you with a replacement product. 
  • We reserve the right to decline your claim where product misuse or neglect is evident.

Address

Hamilton, New Zealand

Contact Us

sales@vireless-australia.com

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