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Shipping and Return Policy
Shipping :
We ship goods within 3 days of receipt of payment. Conditions apply. Goods not in stock may take longer to ship. They are shipped as soon as they arrive, cleared and recorded by the warehouse.
Goods are sent insured by Air Freight from Australia Post or by a reputable Courier Company like Fedex or DHL. Additional charges may apply on these latter services and will be quoted on request. Any additional Insurance costs are also payable by the Customer.
Computer Hardware and Software orders are sent directly from the wholesaler under our drop ship arrangement with the Company.
Return and Credit of Goods
No returns are allowed on non-Computer related items. Please choose your item carefully.
Computer Products :
Carromex works as a Reseller for the largest wholesale provider of technology products and supply chain management services within Australiaand internationally. We provide a broad range of 25,000 technology products serving the needs of Australia 's IT market, including: networking, PC systems, notebooks, servers, peripherals, printers, software, storage, components, and telecommunications.
Our wholesaler works with over 100 vendors and 25,000 resellers, delivering more solutions, backed by more support. They provide their partners with valuable insights into the market and new technologies, and offer world class warehouse management systems aimed at boosting reseller efficiency.
It has offices in Sydney , Melbourne , Brisbane , Adelaide , Perth and Canberra . Distribution centres are located in Sydney , Perth , Melbourne and Brisbane . In addition, they operate a sophisticated configuration centre to provide value added services.
The following provisions will apply in respect of the return of Computer Products by the Customer to Carromex Pty Ltd in accordance with Clause 9 of the Customer Terms :
9) Returns
a. Customer must notify CARROMEX PTY LTD in writing of any Products it wishes to return within 30 days from the date of the invoice relating to those Products.
b. Returns will be subject to CARROMEX PTY LTD's returns policy as advised to Customer and amended by CARROMEX PTY LTD from time to time.
c. Each claim for the return of Products by Customer will be dealt with in accordance with the Returns Policy. Any substitute Products to be shipped to Customer in accordance with the Returns Policy will be sent by CARROMEX PTY LTD to Customer by ordinary freight pre-paid.
d. CARROMEX PTY LTD will not be liable for any damage or defects in the Products that have been caused by the improper storage, warehousing or transport, or by any neglect, abuse or improper use, installation, maintenance or
e. The provisions of this clause 9 do not extend to any Products which have been added to, varied, or otherwise modified by, any person other than CARROMEX PTY LTD.
No Fault Products
A 'no fault' product ('No Fault Product') is a Product returned by the Customer to Carromex Pty Ltd in circumstances where the return is not due to the fault of Carromex Pty Ltd or any fault with the Product. (See also Warranty and Non Warranty repairs section ).
Products sold on a \`No Returns Basis'
Carromex Pty Ltd is entitled to supply certain No Fault Products on a 'No Returns Basis'.
The expression 'No Returns Basis' means that Carromex Pty Ltd will not accept returns on No Fault Products.
The Customer should ask Carromex Pty Ltd if the selected item sold at www.carromex.com.au is sold on a No Returns Basis. It is not possible to list items in separate return categories.
To the extent permitted by law, Carromex Pty Ltd reserves the right to apply the No Returns Basis policy to any promotional or sale product(s) as it deems necessary.
Returns procedure
When returning Products for credit, Customers must contact Carromex’s Returns Operator by e-mail, phone or fax to obtain an RA number. This RA number is valid for up to 14 days from the date of issue by Carromex.
The Customer must supply:
the date of purchase of the Products and the Carromex Pty Ltd invoice or serial number of the Products; and a valid purchase order number when requesting an RA number, so that the Customer’s Carromex Pty Ltd trading account can be charged for the return.
Once the Returns Operator has identified the Product, a purchase order for the return will be raised and the Customer will be issued with an RA number. This number must be used in all correspondence relating to the Product.
All Products returned for credit must be in a pristine and unopened condition with all seals intact. All inward freight will be the responsibility of the Customer. Carromex Pty Ltd will not cover the cost of freight on returned Products and will not accept responsibility for any damage or loss suffered by the Customer.
Customers must return the Product to Carromex Pty Ltd with the RA number clearly written on a removable sticky label on the outside of the shipping carton. This number must not be directly written on the carton. If proof of purchase is required by Carromex, a copy of the Carromex Pty Ltd sales invoice must be faxed to the RA Department before the RA number can be issued.
Returns should be sent to:
RA Department
10J, 19-21 George Street
North Strathfield 2137
NSW, AUSTRALIA
If the RA number cannot be identified, or if the returned Product does not match the RA paperwork issued by Carromex Pty Ltd in terms of either quantity or Carromex Pty Ltd SKU (ie Product code), Carromex Pty Ltd may reject the returned Product at the Carromex Pty Ltd and return it to the Customer, at the Customer's expense.
Product sold on a \"No Return\" Basis
Product supplied on a \"No Return\" Basis cannot be returned to Carromex Pty Ltd unless the product is faulty within the warranties imposed by statute and which cannot be excluded by agreement.
Product sold on the \"No Returns\" basis:
All Acer hardware products
All Acer AcerLink Build-to-Order products
All Asus Notebooks and PDA's
All Compaq products
All Electronic Arts products
All Epson Consumables
All Fujitsu Hard Drives
All Fuji Xerox inks and toners
Hewlett-Packard PC, server and notebook products, including accessories
All Hewlett-Packard UNIX products
All Hewlett-Packard Calculator Products
All Hewlett-Packard Handheld Products and accessories
All Hewlett-Packard Laserjet Printing Products
All Intel CPUs, overdrives, graphics cards and motherboard products
All Iomega OEM products
Kingston Memory product ordered especially for a Customer (not usually held in stock)
All Lenovo products
All Lexmark Printers
All Maxtor Hard Drives
All Microsoft OEM products
All Mindscape products
All Samsung products
All Take 2 Interactive products
All Toshiba products
All Ubisoft products
Selected Verbatim products
All Viewsonic products
All Vivendi Universal Games
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HEWLETT-PACKARD
The following products will not be accepted by Carromex Pty Ltd Returns unless the product is faulty within the warranties imposed by statute and which cannot be excluded by agreement.
Hewlett-Packard PCs (Brio, Vectra, Kayak)
Hewlett-Packard NetServers
Hewlett-Packard Omnibooks
Hewlett-Packard PC, server and notebook accessories (includes monitors)
Hewlett-Packard Networking products
Hewlett-Packard Palmtops
If goods are found to be Dead On Arrival (DOA) by the final user, the Customers should contact the Carromex Pty Ltd Returns Department either by phone or fax to obtain a Return Authorisation (RA) number.
In cases where the DOA product is not notified, under our distribution arrangements with Hewlett-Packard, the final user should call Hewlett-Packard Customer Service on the number listed below. It will be at Hewlett-Packard's discretion to either repair or replace the item under the statutory or manufacturer's warranty.
Hewlett-Packard Customer Service
13 11 47 OR 13 14 77
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LEXMARK
The following products will not be accepted unless the product is faulty within the warranties imposed by statute and which cannot be excluded by agreement.
Lexmark Laser Printers
Lexmark Laser MFP
Lexmark Laser Options
If goods are found to be Dead On Arrival (DOA) by the final user, the Customers should contact the Tech Pacific Returns Department either by phone or fax to obtain a Return Authorisation (RA) number.
In cases where the DOA product is not notified, under our distribution arrangements with Lexmark, the final user should call Lexmark Customer Service on the number listed below . It will be at Lexmark's discretion to either repair or replace the item under the statutory or manufacturer 's warranty.
Lexmark Customer Service Centre
1300 362 192 - Option 3
Vendors for whom Carromex Pty Ltd does not handle warranty services \:
are various. Please check with us.
Warranty repairs
There is no charge for repairing products covered by warranty.
Procedure:
Contact the appropriate service centre to obtain a Return Authorisation number. Some products are not handled by Carromex Pty Ltd - please check the list of vendors that handle warranty services. Proof of purchase, as well as the model number and serial number of the product must be supplied. Some service centres will ask for this information to be faxed to them before the return authorisation is issued.
Once the Return Authorisation number is issued the product should be shipped to the appropriate service centre, (unless the product is covered by on site warranty). The Return Authorisation number should be clearly written on a sticky label placed on the outside of the shipping carton - do not write directly on the carton. If the number cannot be identified the product will be returned immediately at the Customers expense.
All software products are covered by a 90 day warranty from the date of purchase by the end-user. Any failure of software products due to misuse of the product or hard disk failure is not covered by warranty.
Repairs handled by Carromex
Please supply the Carromex Pty Ltd invoice number, product information and serial number of the product. Once the operator has identified the product, a Return Authorisation (RA) number will be issued. The RA number is valid for 14 days. This number must be used in all correspondence relating to the return.
If Carromex Pty Ltd is honouring the warranty, the Customer is responsible for freight to the Sydney Distribution Centre. Carromex Pty Ltd will be responsible for return freight of the product as soon as it has been exchanged.
Carromex Pty Ltd will exchange the product within 5 working days of its receipt, (exceptions to this may occur from time to time, eg depending on stock availability). Where the product is exchanged, only the components received will be replaced and returned in the packaging, as Carromex Pty Ltd received it.
Carromex Pty Ltd recommends that product returned by post should be sent by registered or certified mail. Carromex Pty Ltd accepts no responsibility for loss or damage occurring in transit.
Please note
Several vendors provide their own warranty and repair services direct to Customers. Please check the listing of vendors who provide their own warranty and repair services direct to Customers before contacting Carromex’s return centre.
Discontinued Products
Carromex Pty Ltd will, under instructions from its vendors, discontinue some products from time to time. Customers' right to return these discontinued products may be limited.
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