MacGear Return Policy
MacGear Limited Partnership T/A MacGear Australia ("MacGear")
This policy explains how to return goods to MacGear. It covers:
- General terms
- Defective or short-delivered goods
- Goods sold on a "No Return Basis"
- Discontinued goods
- Stock rotation
- Goods that do not need to be returned
- Lodging an RMA claim
- Returns process (once approved)
1. General terms
- MacGear uses a Return Merchandise Authorisation (RMA) system to manage all returns. You must use this system.
- If goods are returned for a reason that is not due to a fault of MacGear (a "No Fault Return"), or the goods are not found to be faulty, a 20% handling fee may apply.
- All claims must be lodged within 12 months of the invoice date. The exception is defective or short-delivered goods, which must be lodged within 7 days of receipt (see Section 2).
2. Defective or short-delivered goods
Under Clause 8 of the Wholesale Terms & Conditions, you must inspect goods on delivery and lodge an RMA claim within 7 days of receipt if:
- the goods are not of acceptable quality (as defined in the Australian Consumer Law);
- the goods do not conform to an agreed specification; or
- the quantity delivered does not match the quantity on the invoice.
If you do not lodge a claim within 7 days, you must pay for the goods in full despite any shortfall or defects (other than non-obvious or latent defects you could not reasonably have identified in that time). For defective claims, please provide a detailed fault description.
3. Goods sold on a "No Return Basis"
MacGear may supply certain products on a "No Return Basis", which means MacGear will not accept their return. To the extent permitted by law, MacGear may apply this to any promotional or sale products. MacGear will use all reasonable endeavours to make sure these products are clearly advertised as sold on a No Return Basis.
4. Discontinued goods
Discontinued or End of Life (EOL) products need prior approval from a MacGear Account Manager, National Sales Manager or the Sales Director before you lodge a claim. Your right to return discontinued products may be restricted.
5. Stock rotation
- Stock rotation claims need pre-approval from a MacGear Account Manager, National Sales Manager or the Sales Director before you lodge a claim. Pre-approval must be obtained within 90 days of the invoice date.
- Claims must be lodged through the RMA portal. No stock can be returned until the claim has been approved and an RMA number issued.
- Stock rotations are approved on a 1:3 ratio. For example, a claim for $100 ex GST must be accompanied by a new Purchase Order of at least $300 ex GST, submitted through the portal at the same time as the claim. Claims without the required Purchase Order will not be processed.
- Returned items must be in saleable condition with no pricing labels or stickers. Otherwise they will be rejected and returned to you at your expense.
Stock rotation is not available for:
- firm sale or sale products;
- products supplied with a POP display;
- any EOL product; or
- any product that supports an EOL device.
6. Goods that do not need to be returned
For some products, MacGear approves a claim without needing the goods back. If this applies, your ticket will show the status DESTROY ON-SITE. Do not send these goods back. Please dispose of them and reply to the email we send you with a photo as proof of destruction.
7. Lodging an RMA claim
Lodge all claims through the RMA portal at https://macgearau.returnsportal.net/.
Mova returns are currently handled by email only:
[email protected].
- If you don't have an account, select Create an Account and complete the required fields.
- Have your credit claim (if you have one), proof of purchase and a detailed description of the reason for return ready.
- Add each item to the request using ADD ANOTHER PRODUCT, then select FINISHED ADDING PRODUCTS, confirm your pickup address and select Submit RMA Request.
- Use one credit claim per ticket. All items must be on the same credit claim and fit into one box. If they won't fit in one box, lodge a separate ticket for the second box.
- For stock rotation claims, provide a stock replacement Purchase Order.
- Requests are reviewed within 5-7 business days. You can check the status of your request in the portal at any time, and you will receive an email once it has been approved.
Tickets with more than one credit claim will be rejected and must be resubmitted.
All non-faulty products returned for credit must be in pristine, unopened condition with all seals intact and all price and security labels removed. Products that don't meet this requirement and are returned in an unsaleable condition will be returned to you at your cost.
8. Returns process (once approved)
Once your claim has been reviewed and approved:
- You will be issued with an RMA number. Quote it, or your Request ID (ticket number), in all correspondence about the return.
- Do not send any goods until you've received your return instructions.
- If your goods need to be returned, you will receive an email with your StarTrack return label and manifest. You can also find them on your ticket: go to Existing RMA Requests, open your ticket and select View Uploaded Documents. Print the label, which shows your RMA number, and attach it to the outside of your box.
- Book your pickup with StarTrack on 13 23 45. Have your consignment (connote) number and the sender and recipient details ready; they're on the label.
- Goods must be received by MacGear's nominated distribution centre within 30 days of the RMA number being issued.
- Keep a copy of the proof of delivery or consignment information in case of future queries.
Warehouse operating hours are Monday to Friday, 7:00am - 3:00pm.
