If you are dissatisfied with any product purchased from Wireless World, or the shipment arrives damaged, please review this information. It’s lengthy but keep in mind that we do want to help you out if at all possible.
We are very careful on our product pages to fully explain which device that each product is designed for, because we cannot take back or exchange an item if you have ordered it for the wrong phone or an antenna if you have ordered it with an incompatible connector to your device [more information in orange text under the heading ‘Returning a non-faulty/unwanted/change of mind/incorrectly ordered item’ below].
All products are covered by the original manufacturer’s warranty and also by applicable Australian consumer protection laws. Warranty repairs and service are carried out by the manufacturer or its service agent directly with you if this facility is provided by them and is convenient for the customer, otherwise via Wireless World to the manufacturer or its service agent.
Unless otherwise noted, everything that we sell is brand new with full Australian manufacturer and/or distributor warranty, and is supplied with all consumer warranty entitlements as required by Australian law.
Items may be returned using the following procedures, which conform with Victorian consumer law requirements. Order changes, cancellations and Return Authorisations for any type of return can only be obtained by sending an email request.
NOTE: Your refund, repair or replacement can only be provided to the delivery address and/or payment method of your original order. Nothing in the policy below can negate or override consumer rights under applicable state and Australian laws.
Returning a faulty item
Subject to the exclusions contained below, and subject also to relevant Australian consumer protection laws which may modify or extend warranty rights, Wireless World supplies all products according to the manufacturer warranty. If that warranty differs from the standard one year, we record it on the product description.
The manufacturer usually warrants that the product is free from defects in materials and workmanship under normal consumer usage for the period. The warranty is limited to that period from the time of purchase by the original consumer (i.e. first purchase date) as shown on our invoice. Wireless World, in conjunction with the manufacturer or manufacturer’s agent at our discretion, will at no charge and at customer’s choice either repair, replace or refund the purchase price of any purchased product. If an item we have sold is then resold by our customer, we are not responsible for, or obliged to handle, any warranty claim thereafter, as only manufacturer warranty then applies.
An item is not considered faulty if you are expecting it to perform beyond or differently to its advertised functionality. An item is not considered faulty if you are expecting it to work with third-party equipment or applications for which the item has not been designed or specified.
Procedure: A Return Authorisation must be sought from us via email before an item can be returned to us under warranty. We will issue a Return Authorisation if we have a record of your purchase and if email or phone troubleshooting cannot rectify the reported problem. The Return Authorisation will include full details of the rest of the return process. Note that we do not advance ship replacements (ie we can’t send you a replacement until we have received and inspected your returned item first) unless you wish to pay for the replacement item in full and then be credited (if applicable) for the returned item when we receive it back and have confirmed its fault.
Unless otherwise arranged, in normal circumstances we conform to usual industry practice which is that you pay for postage to return the item to us (unless the item is actually faulty immediately upon arrival in which case we will reimburse your postage cost to send it back), and we pay postage to return the repaired/replaced item to you.
Further shipping instructions and return shipping address will be given by email with the Return Authorisation number.
Warranty exclusions may include:
Normal Wear and Tear – Periodic maintenance, repair and replacement of items or parts due to normal wear and tear, or the natural breakdown of materials that may occur after extended use of the product.
User Error, Installation Error or Misunderstanding of Instructions – Defects, damage, breakage, improper or non-standard operation that result from the user’s settings or controls, or otherwise materially failing to operate, configure, install or apply according to manufacturer’s instructions.
Abuse & Misuse – Defects or damage that result from: (a) improper operation, storage, misuse or abuse, accident or neglect, such as physical damage (cracks, scratches, etc.) to the surface of the product resulting from misuse; (b) contact with liquid, water, rain, extreme humidity or heavy perspiration, sand, dirt, extreme heat, or food (unless specifically offered as a capability by the manufacturer); (c) use of the product(s) for heavier-duty commercial purposes or subjecting the product(s) to abnormal usage or conditions; or (d) other defects or damage from acts that are not the fault of the retailer or the manufacturer.
Use of Other Products and Accessories – Defects, damage or improper operation that result from the use of other products, accessories, software or other peripheral equipment. In particular, with all Bluetooth accessories we can take no responsibility if in fact the problem is with the Bluetooth connectivity on the phone or device being connected.
Unauthorised Service or Modification – Defects or damages resulting from service, testing, adjustment, installation, maintenance, alteration, or modification in any way by someone other than a Wireless World or manufacturer representative or authorised service centre representative. Note that warranty is not voided if unautorised service agents have simply serviced the product.
Communication or Electrical Power Services – Defects, damage, or the failure of products, accessories or software due to any communication service or signal, or electrical power source, you may subscribe to or use with the products, accessories, or software.
Environmental Conditions – Defects, damage, improper or unsatisfactory operation that result from the use of products in situations where the environment is extreme or unforeseeable in such factors as temperature, moisture, terrain, topography, remoteness, electrical interference, radio frequency interference (unless specifically offered as a capability by the manufacturer).
If an item is returned under warranty and is found not to be faulty, or is faulty due to one or more of the exclusions listed above, or is not in fact the actual item that we supplied, the customer is liable for return delivery and all other costs.
If you believe the contents of your delivery are incomplete or incorrect, please let us know no later than 7 days after receiving your package.
For orders received damaged or not properly filled, Wireless World will, if notified up to 14 days after the shipping date, issue postage-paid shipping authorisations for return of the incorrect and/or damaged items and ship the correct items at no cost. Note that we do not advance ship replacements (ie we can’t send you a replacement until we have received and inspected your returned item first) unless you wish to pay for the replacement item in full and then be credited (if applicable) for the returned item when we receive it back and have confirmed that it is incorrectly shipped or transit-damaged.
Returning a non-faulty/unwanted/change of mind/incorrectly ordered item
We do not offer an unconditional refund on returns in this category – please refer to the orange text that follows.
A Return Authorisation must be sought from us via email before an item can be returned to us because it was ordered incorrectly or in error, not wanted (eg change of mind) or if you are dissatisfied with an item supplied in proper condition and working correctly as advertised. If a Return Authorisation has not been supplied, we will not process the returned item.
Wireless World specialises in cradles, holders, car kits and antennas for mobile phones, smartphones and broadband devices. Manufacturers often change their available models, and users often change their phones or unexpectedy encounter changed circumstances which results in a different model of phone or device. Please understand that Wireless World is not responsible for this ! If the device that you have changes, we cannot usually be expected to take back your existing cradle, holder, antenna etc (whether used or unused) and replace it with another to suit your new device; it is both financially and logistically unviable.
We also can’t take back or exchange a phone cradle that you have ordered incorrectly – ie the phone you have is not actually the one that the ordered cradle is designated to be for. The same applies if you have ordered an item but then find that you did not actually need it as it was a duplicate order, or the same or similar item was supplied to you through some other means. It also applies to an antenna that is incompatible with your device or with your physical environment (eg antenna length).
This applies particularly to the extensive range of 500+ Strike Alpha cradle variations, most of which are impracticable to hold in stock due to the many model and configuration variations, so we often order in a cradle from Strike specifically for your order, and in turn Strike often specifically manufacture or configure it for your order.
Sometimes, for orders filled and shipped correctly, and only if the supplied product is a frequently-ordered item, Wireless World may agree to issue a Return Authorisation number up to 7 days after the initial order shipment date, and subject to the exclusions listed in the following paragraphs will refund or credit the purchase price on receipt of intact and unopened items (less 3% if the order was paid for by PayPal or 2% if by credit card, as PayPal and the banks still retain their fee to us for the original transaction).
Please note return postage in this case must be pre-paid, and receipt by us of returned items must be within 10 days of issuing the Return Authorisation. A restocking/item checking/reinstatement fee of minimum 25% or $20 (whichever is higher) will be deducted from your proposed refund if the returned item is not in absolutely pristine condition for us to sell again, and no refund can be made at all if any items, instructions or components – even as small as mounting screws – are missing from the package, or if the product packaging itself is marked, torn, written on, labelled or otherwise damaged in any way, or missing in part or in full. In other words, it must look and feel like a brand new product that you yourself would be happy to receive as being new, and acceptance by us of your return is entirely subject to this being the case. The refund or credit will occur after we have inspected the item and confirmed the condition of the item as appropriate for a refund or credit.
If you have incorrectly ordered an item and are returning it as outlined above for exchange purposes, you need to order the new correct item online in the normal way. We will then refund you for the returned item when we receive it – this way you get your exchange as quickly as possible.
Exclusions: Non-faulty returns are not possible for items purchased in multiple quantities, and/or special order/firm order items, or after the initial 7 days window for requesting return. Non-faulty returns are also not generally accepted for:
- items (such as antennas or universal cradles) that have been supplied by us having specified the dimensions on that product’s description on our web ordering page, and are then found by you to be too large or too small for your requirement.
- items where we have noted on the product description that there are similar products to suit different devices thus emphasising that you should make sure you are ordering the correct item for your device.
- items that are end-of-life due to model changes or item discontinuance.
- items that we may have had to procure from the manufacturer specifically for your order. This applies particularly to the extensive range of 500+ Strike Alpha cradle variations, most of which are impracticable to hold in stock due to the many model and configuration variations.
Unfortunately, we also cannot accept non-faulty returns if the item in question is now no longer going to be sold by us.
For orders where the item ordered is not compatible with your device, and our website has neither included nor excluded that compatibility (eg your device is a different product or branded variation of the device that is mentioned) then we will make every effort to take the item back for full or partial credit; however in these cases we will not be responsible for postage costs.
We are not obliged by law to take back non-faulty items or change-of-mind/unwanted/incorrectly ordered items, so please choose your product carefully and understand that it is solely our discretion to take it back (or not), and that if our judgment differs from yours as to whether your returned item as received back by us is in “absolutely pristine condition” as mentioned above, our judgment prevails.
If an item is returned under this category (“Returning a non-faulty/unwanted/change of mind/incorrectly ordered item”) and is found not to be in accordance with the above requirements, we will return it to you and you are liable for return delivery and all other costs.
Returns – if approved – of unwanted/change of mind/incorrectly ordered items will need to be repacked in original packaging, so please retain these materials. Further shipping instructions and return shipping address will be given by email with the Return Authorisation number.
The above Warranty and Returns information forms part of our general Terms and Conditions.