Consumer Guarantees and Warranty Claims
Our goods come with guarantees that cannot be excluded under Australian consumer law. Newstyle Direct Pty Ltd guarantees that if the goods fail to be of acceptable quality and the failure does not amount to a major failure, we will provide you with remedy being either repair or replacement dependant on the findings after assessment by our experienced technician. You are also entitled to a replacement or refund for a major failure.
Should your product be defective, you can choose to make a claim under Australian consumer law, by contacting Newstyle Direct on 03 9489 1177 who can assist you and provide remedy.
Newstyle Direct Pty Ltd do not refund under change of mind conditions, for example, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. If Newstyle Direct allow a refund at it’s own discretion in some circumstances, then a 20% administration fee wil be deducted from the purchase price at the time of refund and do not include any postage charges in a refund under these conditions. A credit note or exchange can be negotiated, however no credit notes or exchanges will be granted 30 days from and after the purchase date. In the case that Newstyle Direct grant a refund, the product must be returned in its original condition with all accessories and contents. Should any accessories or contents be excluded from return, Newstyle Direct will deduct the purchase price of those missing items from the refund. In the case of an exchange, the consumer will be responsible for the cost of the postage to return the purchased item and the postage & handling costs to have the exchange item resent.
Please feel free to contact Customer Service on 03 9489 1177, if you do not understand or are unsure of the information above and we can help you further.
Summary of Australian consumer law
Australian Consumer Law
Repair or replacement on products with defects present when or after customer takes delivery
A reasonable period from date of delivery until the failure becomes apparent
Without limiting consumers’ rights, Newstyle Direct will provide its own remedies equivalent to those remedies in the consumer guarantee provisions of the Australian Consumer Law at any time within 12 months of the date of purchase, or unless otherwise stated at the time of purchase.
Cost of coverage
Provided at no additional cost
Who to contact to make a claim
Newstyle Direct Head Office; 03 9489 1177
Included repair or replacement options
Contact the seller for details;
Important notice: Consumer must obtain a Repair Number (RN) by contacting Newstyle Direct on 03 9489 1177, before returning goods and a Proof of Purchase must be provided so hold on to your receipt.
- Returning the product for Repair, Replacement or Refund
You are entitled to return a product if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage costs from the business if the product is confirmed to have a problem, so keep your receipts.
Before returning a product, it is important to contact Newstyle Direct to discuss and obtain a Repair Number (RN). If a parcel is sent on the Consumer’s own accord with COD terms, and an RN has not been obtained from a friendly Newstyle Direct representative, the parcel can be refused and returned.
For the Consumer’s own peace of mind, it is advisable to always send any parcels to Newstyle Direct “registered” which means that it will have tracking and signature available. Newstyle Direct cannot take responsibility if a parcel does not arrive safely to the premises.
In Summary if a fault occurs;
- Contact Newstyle Direct immediately on 03 9489 1177 or via email; [email protected]
- A repair number (RN) will be issued. The return number is for internal use only.
- For any warranty claims, the Consumer must include a “Proof of Purchase” with the parcel.
- Consumer must include a note with their full name, address & contact number and a very brief description of the issue.
The goods must be returned to
Newstyle Direct Pty Ltd, 18 Montefiore Street, FAIRFIELD VIC 3078
Summary of Australian statutory consumer guarantees
Newstyle Direct Pty Ltd abides and operates by the Australian Consumer Law which outlines your consumer guarantee rights.
Consumer guarantees in relation to goods
- The goods will be of acceptable quality.
- The goods will be fit for a particular purpose.
- The goods will match their description.
- The goods will match the sample or demonstration model.
- You have title to the goods.
- You have undisturbed possession of the goods.
- There are no undisclosed securities on the goods.
Newstyle Direct Pty Ltd guarantees that we will provide repairs or spare parts for a reasonable time and that we will honour our stipulated warranty periods here in Australia.
Under Australian consumer law, the remedy you are entitled to if a product fails to meet a consumer guarantee will depend on whether the failure to comply with the guarantee is major or minor.
Minor failures to comply with a consumer guarantee can normally be fixed or resolved in a reasonable amount of time. In this case, the seller can choose to offer you a refund, replacement, repair or, in the case of services, resupply. If the seller does not fix the problem or takes too long, you may be able to get it fixed by someone else and recover the costs from the seller depending on the circumstances.
Major failures to comply with a consumer guarantee cannot normally be fixed or resolved easily. In this case, you can choose one of the remedies set out below:
- Return the product and ask for an identical replacement, or one of similar value if reasonably available.
- Return the product and ask for a refund.
For goods, there is a major failure to comply with a consumer guarantee when:
- You would not have purchased the product if you had known about the problem.
- The product is significantly different from the description, sample or demonstration model you were shown.
- The product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time.
- The product is substantially unfit for a purpose that you told the supplier about, and cannot easily be made fit within a reasonable time.
- The product is unsafe.
Newstyle Direct is committed to maintaining excellent customer service, and dedicated in complying with The Privacy Act 1988. All information recorded by Newstyle Direct will be kept completely confidential at all times. We will only use the information in the following way:
- We may exchange relevant information with our nominated bank in order to process your transaction.
- In the event that there are outstanding monies owed by an individual, we may exchange relevant information with our collection agency.
- If required by law, personal information will be available to law enforcement or regulatory agencies.
- From time to time we may send promotional information with all the latest products and amazing special offers to our own Customers (unless declined by the Customer to do so), hence the information will only be used by Newstyle Direct.
Securing and Storing Your Personal Information
We are committed to maintaining the confidentiality of the information that you provide us and we will take all reasonable precautions to protect your personal information for unauthorised use or alteration.
Personal information may be stored both electronically and in hard copy. Firewalls, anti-virus software and email filters, as well as passwords, protect all our electronic information. We take all necessary measures to ensure the security of hard-copy information.
All products are dispatched from Melbourne, usually by either Australia Post Registered eParcel Service or Fastway Couriers.
It is a policy of Newstyle Direct that all parcels must be signed for. This is our way of ensuring that your parcels arrive safely. If the Customer gives direct authority to the Courier Company to leave a parcel, please note that Newstyle Direct will not be held accountable for parcels which are lost or stolen from where it has been left.
If the goods have been dispatched via Australia Post and you are not home at the time of delivery, you will be left a collection card and your goods will be redirected to your local post office for collection.
If the goods have been dispatched via Fastway Couriers and you are not home at the time of delivery, you will be left a calling card with the Drivers telephone number and your parcel tracking number. You will need to contact the driver on the phone number provided so you can arrange a suitable delivery time.
Delivery Time Frames
Though we recommend allowing up to 20 working days for Delivery in Australia as a general rule, Newstyle Direct Pty Ltd endeavour to provide you with an efficient delivery service. As delivery time frames can differ from state to state, the below will give you an estimate delivery time in accordance to the State you live in.
NSW, SA & ACT
QLD & TAS
For Island areas, such as Christmas Island and Norfolk Island, please allow 6-8 weeks for delivery
For remote areas of the above mentioned states around Australia, please note this will take more time to reach you. Please feel free to contact us on 03 9489 1177 if you are in a remote area, and we can look into this for you to give you a closer estimation if needed.
Please Note: in addition to above time frames, allow 2 extra Business Days for processing of your order.
Over the Christmas period, there can be delays due to the heavy flow of delivery services which are out of our control. We recommend allowing more time to reach you in the months of November & December.
What if I haven’t received my product after 20 days or more?
In this unusual situation please contact us via email [email protected] or telephone on 03 9489 1177 and we will follow up on your delivery.