MacGear Limited Partnership T/A MacGear Australia (“MacGear”) Return Policy

This Policy covers the following Customer return aspects:

1. General Terms
2. Defective/short delivered goods
3. Goods sold on a “No Return Basis”
4. Discontinued goods
5. Stock Rotation
6. Lodging an RMA claim
7. Returns process (once approved)

MacGear utilises a Return Merchandise Authorisation (RMA) system to manage all customer returns. This system must be used by the customer.

Where product is returned by the customer in circumstances where the return is not due to the fault of MacGear (referred to as a “No Fault Return”), or is not deemed faulty, these items may incur a 20% handling fee.

Freight and handling fees relating to the return of goods will be at the customer’s expense (unless covered in the Wholesale Terms & Conditions).

All claims must be submitted within 12 months of invoice date. The only exception to this is Defective Goods/Short-Delivered claims which must be lodged within 7 days of receipt of goods.

In accordance with Clause 8 of the Wholesale Terms & Conditions you must inspect goods on delivery and must lodge an RMA claim within 7 days of receipt of goods in the following circumstances:

1. The goods are not of acceptable quality (as defined in the Australian Consumer Law);
2. The goods do not conform to an agreed specification;
3. The quantity of goods delivered does not match the quantity specified on the invoice

If you fail to lodge a claim within the specified timeframe, you must pay for the goods in full despite any shortfall or defects (other than non-obvious or latent defects that you could not be reasonably expected to have identified within the time period).


MacGear is entitled to supply certain Products on a "No Return Basis”. The expression “No Return Basis” means that MacGear will not accept the return of product(s) that have been sold on this condition.

To the extent permitted by law, MacGear reserves the right to apply the No Return Basis policy to any promotional or sales product (s) as it deems necessary. MacGear will use all reasonable endeavours to ensure such products are clearly advertised and promoted as being sold only on a No Return Basis.

Discontinued or End of Life products (“EOL”) require prior approval from a MacGear Account Manager, National Sales Manager or the Sales Director before a claim is lodged. Please note that the customer’s rights to return these discontinued products may be restricted.

All stock rotation claims require pre-approval from a MacGear Account Manager, National Sales Manager or the Sales Director before a claim is lodged on the portal. The pre-approval must be obtained within 90 days of invoice.

Stock Rotation claims MUST be submitted via the automated RMA portal. No stock can be returned to MacGear without rotation being claimed, approved and an RMA number issued.

Stock Rotations are approved on a 1:3 stock ratio basis. For example, a stock rotation claim for $100 ex must be accompanied by a new customer Purchase Order for a minimum of $300 ex. The new Purchase Order must be submitted via the portal at the same time as the Stock Rotation claim. Claims submitted without the required Purchase Order will not be processed.

All returned items must be in saleable condition without pricing labels/stickers attached otherwise the item(s) will be rejected and returned to the customer at the customer’s expense.

Stock rotation is not available for:

1. Firm sale / sale products
2. Products where a POP display has been supplied
3. Any product that is EOL
4. Any product that supports an EOL device

Customers must lodge ALL claims through the RMA portal

If you do not have an account yet, select Create an Account and complete the required data fields. Ensure that you provide a detailed description of the reason for returning the product(s).

You may log into the system any time to check the status of your request. You will receive a notification email once your RMA request has been approved.

In addition to completing the mandatory fields:
For Defective (Faulty) claims, please provide a detailed fault description.
For Stock Rotation claims, please provide a stock replacement Purchase Order.

Note: replacement parts are often available from either MacGear or the vendor. Please contact MacGear to verify spare part availability before lodging a claim.
All products returned for credit must be in a pristine and unopened condition with all seals intact and all price / security labels removed. Products that do not meet this requirement and are returned in an unsaleable condition, will be returned to the customer at the customer’s cost.
All inward freight is the responsibility of the customer. MacGear will not accept responsibility for any damage or loss of goods in transit.

Once a claim has been reviewed and approved:

• The customer will be issued with an RMA number. This number MUST be used in all correspondence relating to the product return.
• Returned goods MUST be received by MacGear's nominated distribution centre within 30 days after the RMA number is issued.
• The RMA number must be clearly written on a label on the outside of the shipping carton(s). This number must not be directly written on the carton.
• MacGear recommends that product returned by post should be sent by registered or certified mail.
• The customer must retain a copy of the proof of delivery or consignment information in case of future queries.

Returns will be sent to one (1) of the addresses below (the address will be confirmed at the time of RMA approval notification).

Note: all goods being returned to Eastern Creek require specific documentation which will be provided at the time of approval; this must be included with the goods.

MacGear Returns Department
Suite 3, Shed 73
4E Huntley Street

C/o MacGear
43 Eastern Creek Road

The receiving dock/s operate as below:
Alexandria: 8:30am – 5:00pm EST Monday to Friday (excl. public holidays)
Erskine Park - 7:00am – 1:30pm EST Monday to Friday (excl. public holidays)
Please email [email protected] with any questions or concerns.