Returns Policy

At UteStore.com we realise that things don’t always go as expected, and sometimes goods may have to be returned – a product may be defective or you have received the wrong item.

This policy is in addition to your statutory rights under the Trade Practices Act. For more information, please visit the Department of Fair Trading website.

General Returns Policy

If a product is wrongly described or doesn’t do what it is supposed to do, you may choose between a replacement, store credit or refund. UteStore.com will pay all freight charges.  Please note the incorrectly sent item will need to be returned in original condition.

Defective or DOA (dead on arrival) Items. All items come with a 30 day guarantee against manufacturing defects and DOA items. Many items come with a significantly longer warranty periods provided by the manufacturer.

How to request a return for defective or DOA items

STEP 1.  Please contact us as soon as the problem arises stating your order number, the item(s) you are returning and details of the problem.

STEP 2. Our Customer Experience Team will then issue a Return Authorisation Number (RA#) and provide you with a Reply Paid address. Please feature the RA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself.  The RA# is valid for 14 days so please return the item immediately. Utestore.com is responsible for shipping charges to return the item to us.

STEP 3. Once the item is received by us, and provided the returned item meets our DOA or defective items criteria, we will provide you with a credit to your account, a replacement product or a full refund to your original method of payment. This will be done within 7 business days of receiving the item and advise you of the outcome.

Warranty Claims

Warrantable Items. A warrantable item is one which is covered by a manufacturer’s warranty.

How to request a Warranty Claim

STEP 1.  Please contact us as soon as the problem arises stating your order number, the item(s) you are returning and details of the problem.

STEP 2. One of our Team will advise you of the process to request a claim either through UteStore.com or with the manufacturer (or their Authorised Repair Agent). For items where the warranty is provided by UteStore.com, a RA# will be issued to return the item to us.

Typically it will be quicker to deal directly with the manufacturer or their Authorised Repair Agent, however if you would prefer we will handle it for you. This can lead to a delay due to the time it takes to send the item to us, then for us to forward the item to the Manufacturer.

STEP 3a. If the warranty is handled by the manufacturer, please contact them immediately and follow their Returns Policy and Instructions. If you require any assistance with this process, please feel free to contact us.

STEP 3b. If the warranty is handled by UteStore.com, our Team will issue a RA# and provide you with a Reply Paid address. Please feature the RA# prominently on the outer packaging when you send it back to us. Please do not write the number on the item packaging itself.  The RA# is valid for 14 days, so please return the item immediately. UteStore.com is responsible for shipping charges to return the item to us.

STEP 4. Once we receive the item, it will be assessed by our Returns Department and in some cases we will be required to forward it to the Manufacturer or their Authorised Repair Agent for further assessment. Please be aware that it can take up to 6 weeks for this process to be completed.