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Refund, Return & Repair Policy

This is the Refund, Return and Repair Policy of Educational Experience and applies where you make a purchase online from www.edex.com.au, by phone, fax or with our sales representatives.
At Educational Experience we have a large selection of brands you know and trust. We want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from Educational Experience, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law. We also recommend you immediately inspect any goods that we deliver to you or that you collect from Educational Experience, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. If you have any questions about this policy, please contact our Returns Department.

Consumer Guarantees and Your Rights under the Australian Consumer Law

Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees.

All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

There are nine consumer guarantees that apply to goods you purchase:

  • Acceptable quality
  • Fit for a particular purpose
  • Match description
  • Match the sample or demonstration model
  • Express warranties will be honoured
  • Spare parts and repair facilities will be available for a reasonable time after purchase
  • Title to the goods
  • Undisturbed possession of the goods
  • No undisclosed securities on the goods

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given. There may be circumstances where you are not entitled to a remedy.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.

Return Authorisation

Before returning any items to Educational Experience please contact our Returns department for a Return Authorisation number. Please note this number (RAxxxxx) under the address so this item can be tracked back to your account. No returns will be accepted without this number.

Change of Mind

Please choose carefully as Educational Experience is under no obligation to provide refunds where you have changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before proceeding with your order.

Educational Experience reserved the right to accept returns under these circumstances as long as:

  • You have clear proof of purchase, typically an invoice
  • You return the item within 14 days of purchase
  • The product and packaging is in its original condition including manuals and accessories;
  • Item is in re-saleable condition for example original tags and labels are still attached, unworn, unopened or unused and;
  • The product was not a clearance item

A restocking fee of up to 15% will be charged in these circumstances. The customer will also be charged with any true freight costs for the original shipping and return of the goods if shipped using Educational Experiences freight account.

Goods Damaged in Transit

If any goods arrive damaged, please contact our Returns Department within 48 hours of receiving. Educational Experience will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Refunds

Refunds, once approved, will be made by Educational Experience via the method of payment you used to make your purchase. Refunds will normally be processed within seven (7) days of the item being returned to Educational Experience.

Delivery Charges

Where Educational Experience considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to Educational Experience will be at Educational Experience’s cost. Any shipping costs related to the return of product for repair or claim for warranty assessment will be at the customer’s expense.

Returns and Repairs

You may return goods we have delivered to you by mail, courier or by contacting our Returns Department. Freight charges for the return of items are at the customer’s expense.

Please retain your invoice/receipt:

In order to obtain a refund, exchange or repair, you must have clear proof of purchase – typically, a receipt or invoice.
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.

Goods must be returned to Educational Experience within 21 Days. This time-frame may vary from product to product and may depend on the type of product you purchased and the price you paid.

Goods must be packaged so they are protected against damage in transit. No original packaging/boxes can be written on in any way. Please only write on or mark the outer packaging you are using as protection.

If any goods cannot be easily returned to Educational Experience, due to their size, the fault or because they have been affixed or installed in your premises, please contact our Returns Department and we will arrange an inspection to assess the goods.

Goods returned for repair will be assessed and/or repaired within 21 days (If parts are required from overseas suppliers this time may vary and details are to be provided to the customer). You may be provided with an indicative repair time, which may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which may vary due to reasons beyond our control.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.We may ask you to provide us with limited personal information during the refund or exchange process to assist us to comply with fraud detection processes.

At Educational Experience we respect our customers’ right to privacy of their personal information. To that end we have policies and procedures in place to ensure that personal information no matter how or where it is obtained is handled sensitively, securely and in accordance with the Law. If you wish to obtain further information on our Privacy Policy please contact Educational Experience.

 

Educational Experience Value Range Double Back Guarantee

 We're so confident in our Educational Experience Value range that we've decided to put our name on it, and while we make every effort to ensure our customers are satisfied with the perforamance of products across the entire range, there are times when products may be defective.
To help you determine whether your product does not meet acceptable satisfaction levels, thereby warranting a refund and replacement, please refer to the following guidelines.

Consistent with the Australian Consumer Law, we reccomend you immediatly inspect any products that we dleiver to you to ensure that the product is;

i) Fit for all purposes for which products of that kind are commonly supplied;
ii) Acceptable in appearance and finish;
iii) Free from defects; and
iv) Safe and durable.

Should any of our Educational Experience Value range fail to be an acceptable quality due to a major failure, you will be entitled to a refund and replacement. A major failure is defined as:
i) The product is significantly different from the description, sample or demonstration model advertised;
ii) The product is substantially unfit for its normal purpose and cannot be made fit within a reasonable time;
iii) A reasonable customer woudl not have purchased the product had they known there was a fault/defect; or
iv) The product is unsafe.

Simply lodge a valid claim with us within 21 days of dleivery of a defective product, and you will be entitled to a refund and replacement. You may be asked to submit a photograph of the affected product along with your claim.
Should your claim be valid, we will refund the full purchase price of the product and replace it, either with the same product, or if unavailable, a comparable product of the same price. Freight costs may apply, although this will be confirmed duirng this claim process

If at any time you feel your consumer rights are being breached or that your claim is being handled unsatisfactorily, please contact our Customer Service Manager, either by calling TOLL FREE 1300 134 211 or emailing hotline@edex.com.au.

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