Overview

CDA ProAV Pty Limited (the Company) is a company of DalrickDMD Pty Limited and operates under ISO9001:2015 guidelines. 

The Conditions of this Policy are contained in the CDA ProAV Pty Limited Standard Conditions of Sale document that can be found here.

Returns

Returns only cover Products that are in warranty, out of warranty, incorrectly supplied items or items to be shipped back to the overseas manufacturer for upgrading or repair.

Returns do not include the following:
Change of mind
Software Activation Codes – Once an activation code has been released, a return or refund is not possible.

Australian Consumer Law

1. The Product is faulty due to manufacturing defects. (See Warranty)
2. The Product supplied is not the product ordered. (See Incorrect Product Supplied)
3. The Product does not perform to the Manufacturer’s specifications. (See Other Returns Issues)

Preparation Before Returning a Product

Before sending a Product back to CDA-ProAV, contact our office on 02-9330-1750 to discuss the problem first. If the problem cannot be resolved over the phone you will receive a Return Materials Authority (RMA) number and be asked to send the Product to the following address:
CDA-ProAV Pty Limited
Audio Products Return
RMA # (eg, 000435)
Unit 2, 14 Koala Crescent
West Gosford, NSW, 2250

Packaging for Returns

Products being returned must be in the original packaging and shipped at the customer’s expense to our facility in West Gosford. Products returned in other than the original packaging must be securely packed for the rigors of the Australian courier companies. Products loosely packaged and without adequate protection will be rejected, and the customer will be asked to retrieve the Product returned to our facility. (see Management of RMAs). 

Freight Costs and Insurance

Freight costs and insurance is the responsibility of the customer for Products to be returned.

Management of RMAs

Upon receipt of the Product, it will be inspected by our stores people and accepted or rejected depending on the packaging.

Accepted Returns

Initial Inspection
The retuned package will be photographed. The outside packaging, the inside packaging and the unpackaged Product will be photographed then inspected by one of our engineers or technicians. A RMA Report Form is then generated. The return is then evaluated by our engineering department and the initial findings are added to the RMA Report Form. The Customer will then be informed as to these findings.

Rejected Returns
The customer will be provided with a report and photographic evidence as to why the return was rejected. It is then the Customer’s responsibility to retrieve the rejected returned Product. 

Incorrect Product Supplied

In the event that the Product received does not match the item description in the Delivery Note, Packing Slip and Invoice, CDA-ProAV will assume all responsibility for the return shipping of the incorrect Product. To be eligible for an “Incorrect Product Supplied” return, your Product must be unopened, unused and in the same condition that it was received. It must be in the original packaging. Product that have been opened are not eligible. Upon receipt and inspection of the “Incorrect Product Supplied,” CDA ProAV will then ship the correct Product at its cost.

Other Return Issues

In the unlikely event the item supplied does not perform to the manufacturer’s specifications, the first step is to contact our office on 02-9330-1750 to discuss the issue. Products supplied by CDA-ProAV are of a highly technical nature and therefore the customer must have an understanding of the technology, or have technical staff, associates or contractors  that understand the technology used in the Product. Operational issues or failing to understand the technology used, is not the responsibility of CDA-ProAV nor the manufacturer of the Product. 

International Freight for Returns

For items that are in warranty that need to be returned to the manufacturer for assessment and repair, the customer will need to pay the international freight to the country of origin. Should the item be found to be defective by the manufacturer, the item will be repaired and shipped back at the manufacturer’s cost. The cost of shipping the item to the manufacturer will be reimbursed.

Should the item be declared by the manufacturer to be not be in warranty then the full cost of repair, shipping and other shipping related fees and charges must be paid before the repair is carried out. 

For items being returned to the manufacturer for upgrading, the customer must pay all the freight costs and any customs fees and charges. However, should the customer decide to arrange the international freight and pay all necessary fees and charges, CDA-ProAV will provide a RMA from the manufacturer.

Refunds and Replacements

CDA-ProAV does not offer refunds. If the customer needs to return an item CDA-ProAV may offer an exchange or a credit for other online purchases at the discretion of management. To be eligible for a return, your item must be unopened, unused and in the same condition that it was received. It must also be in the original packaging. Items that have been opened are not eligible.

Warranty

Warranty is only for manufacturing defects. Should the customer have a warranty claim, at first contact our office on (02)-9330-1750 to discuss the issue. 

Limitation of Liability