If you need to return an item, please read this page carefully, and submit a return request below.
If your product is faulty, damaged or not working, and is covered under warranty, you will need to lodge a return request below. You can also return the product to any of our stores.
Most items sold by Rubber Monkey are covered by a manufacturers' warranty (minimum term of 12 months from date of purchase). Some products have a warranty that is longer than 12 months. Please see the manufacturers' websites for details.
If the warranty period on a item has expired, we will make every effort to facilitate the repair in-house, refer you to the manufacturer or the manufacturers' authorised service centres.
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.
REFUND 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 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 15% restocking fee will be charged on opened box products that we normally stock.
Once approved, refunds will be issued by the original payment method within 14 business days of the return. Please note a 2.5% fee applies to credit card and EFTPOS 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.
Store credit must be used within one year of the original purchase.
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 WARRANTY
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're 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 won't 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 an authorised company to help you with this, otherwise, you'll risk losing the item's warranty.
Call us if you need help deciding on your options!
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