UNDERSTANDING SOLUTIONS BY BRANDON'S RETURNS POLICY 
At Solutions by Brandon, we are committed to providing our customers with the best products and services. 

Please note that all products, with the exception of ex-demo, soiled, clearance, second hand, imperfect or damaged products, are sold with a manufacturer’s warranty, unless otherwise noted. 

If you have any questions, please speak to a Customer Service representative by phoning 1300 792 904 or emailing info@solutionsbybrandon.com.au

2. DOA, DAMAGED, MANUFACTURER-APPROVED RETURNS AUTHORITY OR INCORRECTLY SHIPPED PRODUCTS 

If your product is dead on arrival, damaged in transit, has a manufacturer-approved return authority or is incorrectly shipped, contact our Customer Service team. To expedite your return, the product must be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number in accordance with our Returns Policy. Solutions by Brandon will not accept any product for return which does not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one order and must match the product authorised for return. The Return Authorisation Number is valid for 7 days. You will need the following information, most of which will be on your packing slip or invoice, before we can issue a Return Authorisation Number:

  • - Name and contact details of original purchaser;
  • - Invoice number or order number;
  • - Part number of product to be returned;
  • - Item serial number;
  • - Date on packing slip or invoice;
  • - Whether the product box has been opened; and
  • - Reason for return.


You will need to package and address the product for return including all accessories and manuals. You must ensure that the returned product is suitably packaged to prevent damage during return shipping. Solutions by Brandon will not accept responsibility for goods, which are damaged whilst in transit back to a Solutions by Brandon location. We will only arrange to collect goods that are dead on arrival, damaged in transit or incorrectly shipped. You will need to keep a copy of the consignment note as proof that the product has been picked up from you. 

Solutions by Brandon will test the returned product within 7 working days of receipt into our warehouse. The product may need to be returned to the manufacturer for testing.

If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You may be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice. 

If Solutions by Brandon (or the manufacturer) determines that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs. 

If you receive a product that is damaged in transit from Solutions by Brandon, you should

  • - Refuse to accept delivery of the product;
  • - Direct the courier to "Return goods to sender"; and
  • - Notify our Customer Service team member within 24 hours of receipt of delivery.

3. UNOPENED PRODUCTS 
Solutions by Brandon does not normally provide refunds where you have simply changed your mind, made a wrong selection, or is not compatible, if you are unsure please contact our sales/support team on 1300 792 904prior to placing your order. For products in original, unopened and undamaged packaging, you must contact our support team within 7 days, they can be contacted via support@solutionsbybrandon.com.au , our returns team will determine if we will accept or decline your request for return, and this may or may not include a restocking fee. If accepted you will be issued with a Return Authorisation Number. You will need to package and address the product for return. You must ensure that the returned product is suitably packaged in order to prevent damage during return shipping. Solutions by Brandon will not pay nor reimburse any costs associated with a customer-initiated return of unopened products. For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs. 

4. OPENED PRODUCTS 
Solutions by Brandon will not accept any opened product(s) for return unless the product(s) is returnable under this policy, or under a Solutions by Brandon Extended Warranty, a manufacturer’s warranty or other contract or law. Examples of opened product(s) which Solutions by Brandon accepts for return are:

  • - Dead on arrival, damaged in transit, manufacturer approved return authority or incorrectly shipped product(s)
  • - Product(s) which develops a fault due to a cause occurring prior to purchase
  • - Product(s) of un-merchantable quality
  • - Product(s) that fails to perform to the manufacturer’s specifications
  • - Product(s) that fails to perform as advertised

Solutions by Brandon at it's sole discretion may accept opened product(s) outside of the Returns Policy. A restocking fee for this service may be charged. 

5. MANUFACTURER'S RETURNS POLICY & WARRANTY

Please note that all products, with the exception of ex-demo, clearance, second hand, imperfect or damaged product(s) are sold with a manufacturer's warranty, unless otherwise noted. 

If a product, purchased from Solutions by Brandon, develops a fault after 14 days from original purchase and is within the manufacturer’s warranty period, we recommend that in the first instance, you contact the manufacturer or their authorised service centre or agent for warranty service. Warranty periods and service levels vary by manufacturer and product. 

If a manufacturer offers to accept an opened product for return, you will need a manufacturer-approved return authority number. Please contact our Customer Service team with this number to organise the return of the product. 

If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy. If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Service team as soon as possible. Where possible you will need to package and address the product for return and you will need to arrange for return delivery of the product. Solutions by Brandon must receive the product by the time specified by the manufacturer. Please note that repair timeframes are subject to each manufacturer’s warranty repair service and may vary. 

6. RETURN OF FAULTY PRODUCTS 
Upon receipt of a faulty product, Solutions by Brandon will return the product to the manufacturer or its authorised service centre or agent for assessment. If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, Solutions by Brandon will offer you a repair, replacement or refund, as appropriate. If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty or extended warranty (where applicable), then Solutions by Brandon will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you a quote rejection fee. Once the product is returned, Solutions by Brandon will arrange return delivery of the product to you. Where the product fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), Solutions by Brandon will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product(s) to you. 

7. SOFTWARE & SOFTWARE LICENSING 
Unopened software can only be returned for refund as an unopened products or incorrectly shipped products.

8. NO RETURN BASIS PRODUCT 
The product will not be accepted for returned unless the product is dead on arrival, damaged in transit, incorrectly shipped or otherwise returnable under:

  • - A manufacturer’s warranty or other contract or statute; or
  • - Statutory warranty (e.g. if the product is faulty, does not match a description or sample, is unfit for purpose or un-merchantable);

Examples of products sold on a no return basis include:

  • - Ex-demo products
  • - Clearance products
  • - Licensed software
  • - Products with a "Price Markdown" label
  • - Products with a "No Return basis" label
  • - Products specially ordered for a customer
  • - Products listed on the packing slip or invoice as "No Return"

Examples of no return basis products which we would accept for a return are:

  • - Dead on arrival or damaged in transit products;
  • - Products not of merchantable quality;
  • - Products that fails to perform to the manufacturer’s specifications;
  • - Products that fails to perform as advertised.

9. PROCESSING CREDITS / REFUNDS 
Solutions by Brandon will normally issue a credit note within 7 working days of Solutions by Brandon receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund. 

Solutions by Brandon will only issue refunds on request. For your security, all refunds will be made either by cash or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase. 

In some circumstances, a replacement product or repair will be offered instead of a full refund. Solutions by Brandon will consult with you and act in accordance with relevant warranties, other contracts and statutes. If Solutions by Brandon chooses to have the product replaced or repaired, Solutions by Brandon will do this at our cost and return the product (or its replacement) to you promptly. 

10. NON-WARRANTY SERVICE AND REPAIRS 
All claims for service not covered by any kind of warranty should, in the first instance, be directed to the manufacturer or its authorised service centre or agent. If the manufacturer directs you to return the product to us, then you must contact our Technical Service team on 1300 792 904. You will be issued with a Return Authorisation Number, but you will need to specify that the goods are being returned for non-warranty service or repairs. You must ensure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to Solutions by Brandon. Solutions by Brandon will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs. 

Upon receipt of the product, Solutions by Brandon will return the product to the manufacturer or its authorised service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, Solutions by Brandon will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you a quote rejection fee. Once the product is returned to Solutions by Brandon, we will arrange return delivery of the product to you. Solutions by Brandon requires payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you. 

If you have problems contacting the manufacturer or its authorised service centre or agent, then please contact our Customer Service team so that we can assist in getting your product repaired.