If you need to return an item, please read this page carefully, and submit a return request below.
If your product is faulty, damaged on arrival or not working, and is within the warranty period, you will need to lodge a return request. You can also drop off the product for assessment to any of our stores after filling out the return request form.
Most items sold by Rubber Monkey are covered by a manufacturers' warranty of at least 12 months. Some products have a warranty that is longer or lesser than 12 months. Please see the manufacturers' websites for details or enquire with our Sales Team to find out more.
If the warranty period on an item has expired, we will make every effort to either facilitate the repair in house, liaise with the appropriate repair agent or the manufacturers' authorised service centres to have this resolved for you to the best of our ability.
Out of warranty repairs will incur fees to be paid by the customer depending on what needs to be serviced or replaced. These fees are usually compromised of labour, parts, shipping and an assessment costs. Please enquire with the After Sales Care team for more information.
Before submitting this request we recommend you:
- review your user manual to confirm you have used the item correctly
- visit the manufacturer’s website to see the frequently asked questions, downloads and tutorials.
If a returned product is found to have no fault it will be returned as is, and an assessment fee may be charged.
Before returning any merchandise please submit a return request here.
RETURN REFUNDS AND STORE CREDIT POLICY
Any return requests for change of mind or exchange must be made within fourteen (14) days of your receipt of the equipment and are subject to approval. Refunds and store credits will not be offered for goods without good reason.
Items can be returned only if they are in original internal and external packaging and delivered to Rubber Monkey in the same new condition as sold with literature, instructions and blank warranty cards intact. Unless defective, a discretionary minimum 15% restocking fee will be charged on opened box products that we stock.
Once the return has been finalised any refunds will be issued by the original payment method or a store credit offered within 14 business days of its approval. Please note a 2.5% fee applies to credit card, EFTPOS, Laybuy, Genoapay, or PayPal refunds.
While Rubber Monkey makes every effort to inform its customers the details of the products we carry, it is ultimately the consumer's responsibility to understand the specifications, capabilities and limitations of the products purchased. Failure on the customer's part to do so does not warrant a no-charge refund or exchange.
Before returning any merchandise, please read this page carefully, and submit a return request here. Call us if you need help deciding on your options!
HEADPHONES AND SPECIAL ORDER ITEMS
Special order or non-stock items are not returnable for a refund or store credit.
Unless faulty, opened box headphones or earphones are non-returnable due to health and safety requirements.
HARD DRIVE WARRANTIES
Hard drive warranties do not include data recovery costs unless specified otherwise.
We highly recommend that before sending us your gear, you take the time to back up all your files. Treasured photos, important documents or even your epic meme collection - make sure they are all safely stored somewhere else. More often than not, we end up needing to do a factory reset and this, of course, clears everything, ending up with a fresh hard drive. Or, if the drive is replaced under warranty, we will not be able to transfer over your data.
If for some reason you can't access your files, you can perhaps try using a data recovery service. We'd be happy to recommend someone to help you out, so don't hesitate to ask. Just a heads up - make sure to use the brands authorised company to help you with this, otherwise, you will risk losing the item's warranty.
It is the customer's responsibility to complete any rebate forms and return them to the manufacturer within the specified time limit and conditions of the manufacturers rebate program. It is also the customer's responsibility to carefully read and understand the terms and conditions of such rebate programs including any UPC code requirements before discarding any packaging.
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