Whilst it is rare for customers to return or exchange our orders, we do have a flexible refunds & exchanges policy to ensure all customers leave Tapes Online as satisfied as possible. We find it unlikely you would require a return, however, in the scenario you do, the terms of Tapes Online's returns policy is set out below:
For customer support and returns please email info@tapesonline.com.au with your full name, postal address and Tapes Online order number that is included on your invoice receipt. Please also send a photo of the order and a detailed description of the issue with the delivery you have received.
All returns & exchanges are reviewed on a case by case basis based on the information the customer provides us, and we will respond at latest within 7 days. If we feel the request is reasonable and fair, we will send delivery instructions on how to deliver the products back to us.
Customers have up to 30 days to begin the process of a refund or exchange via email, and the return window commences from the moment the package is delivered via our couriers.
If an exchange has been approved, once we receive the products back, we will dispatch the order within 48 hours. If a refund has been approved, it will take up to 14 days after approval to complete the refund process. A 15% re-stocking fee applies to all returns, unless agreed otherwise with Tapes Online.
Whilst there are no restocking or processing fees for any returns or exchanges, there may be shipping costs at the discretion of our staff. It is the customer's responsibility to pay the cost of postage, unless we strongly believe an error has occurred from our side during the process, and in such scenarios we may opt to pay the shipping cost ourselves if agreed in writing.
If you fail to take reasonable care of the goods, Tapes Online reserves the right not to accept their return, and your payment will not be refunded. As the goods are your responsibility until they reach our store, Tapes Online will not be held responsible for any good(s) lost or damaged in transit; therefore we recommend that you pack any returned goods carefully and obtain a proof of dispatch.
We cannot under any circumstances make a refund on goods made to order for a specific customers' requirements. If you need to further discuss the exchange or return of any item, please e-mail our customer service team via info@tapesonline.com.au, or call us on 1300 435 191.