Refunds and Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. Item has to be Unused.
Products returned not because of any fault but due to incompatibility or change of mind, postage is at buyer’s expense. Products that are returned due to goods being faulty or wrong goods shipped then postage is at our expense
To be eligible for a change of mind return the items must be in original, new condition, unused with original packaging. Once we receive your returned item(s), we will inspect them to ensure that they meet our return policy requirements. We reserve the right to reject returns that don’t meet our change of mind return policy.
Restocking Fee
A 10% restocking fee will be applicable to products ordered incorrectly or canceled after placement. This policy exists because, upon placing an order on our website, we incur non-refundable charges from the payment portals you use to complete the transaction.
These fees are charged to us immediately, regardless of whether the order is subsequently canceled or modified. As a result, when an order is canceled due to a change of mind or an incorrect product selection, we must pass on this fee to the customer to cover these unavoidable costs.
We understand that this fee may feel unnecessary, but it is essential to ensure we can continue providing our services sustainably.
For incorrectly ordered product all postage charges to be covered by customer.
You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@ctccommunications.com.au. Please note that returns will need to be sent to the following address: Unit 31/1 Prime Drive Seven Hills, NSW, 2147,
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@ctccommunications.com.au
We do not accept any communication regarding refund and returns over the phone. You can always contact us for any return question at info@ctccommunications.com.au, and reference it with your order number/invoice number.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@ctccommunications.com.au.
Manufacturer Warranty
Products covered by manufacturer warranty will be exchanged as per the manufacturer warranty period and excludes postage, unless dead on arrival.
To obtain Manufacturer warranty approval, we require a copy of the installer's invoice. This is necessary to verify that the installation has been performed by skilled professionals.
Installation and Labour Warranty
Our Installation Warranty covers any replacement parts that are faulty and will incur no cost to you within a 12 month period.
If the product is sold by the us and the installation was performed by an external service provider, we do not cover the labour costs for any warranty period.
Our return/refund policy is to only cover the cost of the product itself and not the labour associated with its installation.
Return Shipping Costs
Kindly note that shipping costs associated with returning a product to us are the responsibility of the customer. However, if the product is confirmed to be faulty, we will reimburse the customer for the cost of inbound shipping.
We will not be responsible for returned items being damaged or lost in transit. We recommend using a tracked delivery method to ensure your item arrives safe and sound.
When am I not entitled to a repair, replacement or refund?
Rights to a repair, replacement, refund, cancellation or compensation do not apply to items:
- purely for business use worth more than $100,000 (such as machinery or farming equipment)
- bought at auction where the auctioneer acted as an agent for the owner (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges).
A business can refuse to give you a free repair, replacement or refund if:
- you simply changed your mind
- you misused the product or service in a way that contributed to the problem.
- you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted
- a problem with a service was completely outside of the business’ control.
