Reporting a Faulty Product
If you believe your product is malfunctioning, please contact our customer support team at suppot@abilitybuilder.com.au. Our team is available from 9:00 AM to 5:00 PM, Monday to Friday (Sydney Time).
Return Process
- Contact Customer Support: Before returning any product, contact our Customer Support team to diagnose the issue and determine the most appropriate solution. This may involve troubleshooting steps or replacement options.
- Return Authorization: If a return is authorized, you will receive a Return Merchandise Authorization (RMA) number and specific return instructions. Please note that returns without an RMA number may not be processed.
- Secure Shipment: Carefully pack the product in its original packaging (if possible) and include a copy of the RMA for reference. We recommend using a trackable shipping method to ensure safe delivery. We are not responsible for lost or damaged items during return shipment. The return shipment cost is by sender (client).
- Return Inspection: Upon receiving your returned product, we will conduct a thorough inspection to verify the reported issue.
Eligibility Returns
To be eligible for a return or replacement, the following conditions must be met:
- Warranty Period: The product must be within the valid warranty period which is 12 months from purchase date.
- Manufacturer Defect: The product must have a verified manufacturing defect or malfunction. We reserve the right to refuse returns for user-induced damage or misuse.
- Product Integrity: The product must be in its original condition, without any signs of tampering or modifications. This includes ensuring that all original labels, warranty certificates, and seals are intact and not removed.
- Subscription Status: For subscription-based products, your account must be active and up to date on payments.
Change of mind: We don’t accept any return if client simply change mind.
Replacement Process
If your return is approved due to a verified manufacturing defect, we will offer you a repaired or replacement product at our discretion. We don’t offer refund. We will send you an email notification with details about the replacement shipment once processed. We will shoulder the shipment cost.
Communication
We will keep you informed throughout the return process via email updates. These updates may include receipt confirmation, inspection results, and resolution details.
Note: This revised policy strengthens our position against non-essential returns while ensuring customer satisfaction for genuine product issues. By implementing an RMA system and stricter return eligibility criteria, we can minimize the risk of fraudulent returns and protect our company's interests.
