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We ship all parcels using professional couriers e.g. Star Track Express, Australia Post or Couriers Please. Our shipping carrier is chosen based on the nature of the product, its weight and size and where you are located. Every parcel is sent with full transit insurance and every parcel requires a signature when received.
If the parcel cannot be delivered
If the carrier cannot deliver the parcel it will usually be taken to the nearest Post Office or the freight company depot for collection. A card advising of this will be left in your mail box. If the parcel is not collected after 10 days the courier service will return the parcel to us at our cost. If a parcel is returned to us we will make every effort to contact you to advise of its return and find out the reason why it was not delivered.
If the return is due to our error If we have made an error we will immediately re-ship the parcel to you at our cost.
If the return is the result of your error or inaction
If the parcel has been returned to us as a result of error or inaction on your part, and we incur additional charges for the return shipment and then for shipment back to your confirmed address, we reserve the right to pass the additional charges onto you, as a condition of sending the parcel back to you.
This will apply if you enter an incorrect or incomplete address (including not noting a company name where delivery is to a business address), move without providing a forwarding address or fail to claim the parcel from the Post Office or freight depot.
Cancellation of orders due to non-delivery
If the item is returned to Saratoga Distribution and you then cancel the order we will refund your payment, less all shipping costs incurred, a restocking fee and our storage and handling costs, so that we are returned to a zero loss position on the order.
Returning a faulty product
We make every effort to supply quality products at all times. Unfortunately despite our best efforts there are a VERY few occasions where a product is faulty, damaged or unsuitable. Where this is the case a Return Authorisation will be provided for the return of the goods for replacement with the same product or a credit against future purchases.
To arrange a Return Authorisation, simply call 08 8410 6855 and ask for Nancye who will provide a SARA Return Authorisation Request Form including the RA number via email. Please be ready to provide your details, plus the product(s) to be returned and reasons for the return when you call. The RA Form should be completed and returned with the faulty item.
RETURNS WILL NOT BE ACCEPTED WITHOUT AUTHORISATION.
Packaging goods for return
Returned goods must include a copy of our original invoice or a note explaining the problem and a list of all returned items as well as your contact details. Software should be returned in its original packaging, even if it has been opened. Your company form may be used where this is available provided that it clearly identifies the product, the reason for its return, your details and the original sale price.
The cost of return shipment will be at the customers expense. We recommend the use of a reputable courier company or Australia Post to ship the goods either by road or air. Adequate packaging is essential to ensure the goods arrive safely and without damage. Damaged goods will not be accepted for credit or replacement.
Goods should be shipped to:
272-274 Gilbert Street
ADELAIDE, SA 5000
STOCK ROTATION (Harvey Norman stores only)
- A Return Authorisation (RA) number must be obtained before returning stock to Saratoga Distribution.
- NO GOODS ARE TO BE RETURNED WITHOUT PRIOR APPROVAL.
- To obtain a RA number stores need to
- Complete a Return Authority Request Form. Forms are available by calling Nancye on 08 8410 6855, emailing firstname.lastname@example.org or from your local agent
- List the product(s) to be returned and reason(s) for return on the form and return the form to email@example.com
- An RA number will be issued for the return of stock once the form is received and approved.
- A copy of the Saratoga Distribution Return Approval form should be included with all returns.
- All returns are shipped at the returning stores cost.
- Your HN documentation should also be included with the returned goods.
- A credit note will be issued for goods that have a valid RA number and which are received in good condition (i.e. suitable for resale), with no security tags or store price stickers attached.