Delivery Of Your Products
Delivery time takes up to 10 working days from the date your payment is received.
matesrates Australia makes every effort to deliver your Product according to the estimated delivery times provided by matesrates Australia at checkout. The estimated delivery times are in business days (Monday through Friday) excluding Public holidays.
Although every effort is made to ship your Order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. If your Product has not arrived after the estimated delivery time, please contact us here
Unless otherwise agreed by us, we will deliver your Products to the address indicated on your Order Confirmation. If no-one is available to take delivery of your Products, our courier will leave a card requesting you to telephone them to arrange a suitable time and date for delivery.
We will use our reasonable efforts to deliver your Products to you within the estimated delivery time indicated on your Order Confirmation; however, we do not guarantee that we will deliver within this time frame.
Title and risk of loss to all Products will pass to you on delivery.
Your rights to return a Product
No refunds, credit or replacements are offered if you have changed your mind about the product, make an incorrect choice, or failed to verify and accurately provide information when placing an Order.
Dead On Arrival Products - "DOA"
A matesrates Australia Product is considered DOA if it shows symptoms of a failure, or is discovered to be broken when first taken from its packaging.
A matesrates Australia Customer Service member will provisionally determine whether the Product is DOA. Where a Product is provisionally determined as DOA we will arrange to replace the Product.
Refunds will only be offered where a replacement Product can not be provided.
Where matesrates Australia has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of the customer.
If the Product is deemed by Customer Services NOT to be DOA, matesrates Australia may in its absolute discretion refuse to replace the Product or offer you a refund for the Product.
When a Product is replaced, your replacement Product becomes your property and the returned DOA Product becomes our property.
When a refund is given, the returned DOA Product becomes our property.
matesrates Australia reserves the right to test any returned DOA Product. If the condition of the Product was misrepresented to us by the customer, matesrates Australia will impose a $35 handling and administration fee plus any shipping charges incurred by matesrates in arranging collection and re-delivery of the item.
Product Problems After Delivery
If your item arrives DOA (Dead On Arrival) or you find a defect arises after delivery and a valid claim is received by Customer Service within 7 days of delivery, matesrates Australia will exchange the Product where possible, or refund you the purchase price of the Product. Should you contact us outside the 7 day period customer service management will consider each claim on a case by case basis on its merits.
Where we agree to replace the Product or refund you the purchase price of the Product, you must first return the defective Product to us.
We will make arrangements with you for the return of the Product.
The delivery time for replacing the Product will be the same as stated for the original Product.
Replacement Products are provided with the same Warranty as the returned Product.
Return Authorisation Number - A Must Have
A Return Authorisation Number (RAN) is required for both replacement Products and refunds.
Where Customer Service has provisionally determined that a Product is DOA, Customer Service will issue you with a RAN. Products can not be returned without a RAN. The Product should be returned to matesrates Australia within 30 calendar days of the issuance of the RAN. All Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.
Organising the Return of DOA Products
DOA Products must be returned whenever we agree to replace the Product or provide you with a refund.
Where you received a DOA Product, Customer Service will email you a PDF docket containing a RAN which you must affix to the Product. matesrates will then organise for a courier to collect the faulty item from you and notify you when the courier will collect the product from you.
When a Replacement Product is arranged:
A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA Product and confirmed it to be faulty.
The delivery time for the replacement Product will be the same as stated for the original DOA Product.
Replacement Products are provided with the same Limited Warranty as the DOA Product.
When a Refund is arranged:
Refunds include all shipping and associated costs for the DOA Product.
No refund will be given to you until matesrates Australia has received the DOA Product from you. Failure to return the DOA product within 7 days of receiving the RAN number may result in the product being repaired under warranty and returned to you.
Refunds will be issued by cheque or a credit to "Your Account" with matesrates Australia. Where a credit is organised for "Your Account" you have the option of cashing-out "Your Account" at any time.
Some Products - Manufacturer Only Warranty
Some Products sold through matesrates Australia are serviced and supported exclusively by their manufacturer in accordance the warranty information provided on the listing.
For items advertised and sold with manufacturer’s warranty, we would ask you to contact the manufacturer or supplier in the first instance for replacement or repair under the warranty terms. If the manufacturer is unable to comply, matesrates Australia will replace the item or issue a refund of your purchase price for that item.
