1 Introduction
1.1This Returns Policy explains your rights and obligations when returning goods purchased from us. It should be read together with our Master Services Agreement, which is available here: cloudline.com.au/legals.
1.2Unless otherwise defined in this Returns Policy, a capitalised term used in this Returns Policy has the meaning given to it in our Master Services Agreement.
2 Manufacturer Warranties
2.1Unless otherwise agreed in writing, we do not offer an express warranty against defects (as that term is understood in the Australian Consumer Law) for goods or Services.
2.2Certain goods sold by us may be accompanied by warranties provided by the relevant manufacturer (Manufacturer Warranties). The terms and length of Manufacturer Warranties are set by the manufacturer and may vary by goods. Where the Australian Consumer Law applies to our supply of goods accompanied by Manufacturer Warranties, those Manufacturer Warranties apply in addition to your rights under the Australian Consumer Law.
2.3Where you are making a claim under a Manufacturer Warranty, you may be required to make the claim directly with the manufacturer or their authorised service centre. We are not responsible for administering manufacturer warranty processes.
3 Returns Eligibility
3.1We will accept returns for goods purchased from us where the goods that we have supplied:
(a)if we determine upon inspection of relevant information that you have supplied, or upon our physical inspection, that the goods are defective;
(b)if the goods are missing, are materially damaged in transit, or they are not the goods as described in the applicable Proposal; or
(c)if we are required by Law to accept the return of such goods.
3.2We generally do not accept returns for change-of-mind purposes. However, we may accept the returns for change of mind purposes if:
(a)you agree to reimburse us for any reasonable costs we incur in connection with the return of those goods;
(b)the goods are returned in substantially the same condition to the condition in which they were delivered; and
(c)the goods were not custom-made nor specifically produced or procured at your request.
3.3Otherwise, we generally will not accept returns:
(a)for accidental orders, or compatibility issues (unless we represented the goods was compatible);
(b)if you altered the goods, or the goods were otherwise damaged through accident, neglect, or improper storage after risk in goods has passed to you;
(c)if you have lost, destroyed, or otherwise disposed of the goods; or
(d)if you have attached or incorporated the goods into other goods or property (whether or not as an accession) and they can’t be detached or isolated without damaging them.
3.4To the extent permitted by Law, if you return goods to us in contravention of any of this clause 3, or where we have not authorised nor expressly agreed to the return, then we may:
(a)deliver or otherwise seek to return the goods to you, and you must reimburse us for our reasonable costs of doing so;
(b)claim re-sell or dispose of the goods; or
(c)reasonably dispose of the goods following written notice to you.
4 Reporting Defects
4.1It is your responsibility to promptly inspect goods on delivery.
4.2If you have identified a defect, damage, or other deterioration (collectively and individually, the Defects) then you should notify us as soon as practicable by contacting us and emailing support@cloudline.com.au with your order number, details of the Defect, and photographs (including where reasonably requested by us).
4.3There may be circumstances in which we are unable to determine whether or not the goods is defective without having the goods returned to us. In those cases, we will provide instructions on how to return the goods. Goods must be returned with proof of purchase, in original packaging where possible, and securely packed to avoid further damage in transit.
4.4If risk in goods has passed to you following delivery, and you have made arrangements to deliver or return defective goods to us, then you acknowledge and agree that we are not responsible for damage that occurs to goods in return transit.
4.5Once we receive the goods, we will assess the goods to determine whether it is defective, and if so, we will cover the reasonable cost of return shipping and we may (without limitation) provide a replacement, repair, or refund.
4.6If the returned goods is found to not be defective, we will notify you that your claim has been refused, and the reasons why, and arrange for you to have the goods returned to you (at your cost). We may also require you to reimburse us for our reasonable costs of inspecting returned goods. In these circumstances, we may agree to repair or replace the goods at your cost.
5 Remedies
5.1If we accept your return, we will either:
(a)supply you with a replacement Product, or where a replacement is not available, an equivalent Product;
(b)arrange for the Products to be repaired and returned to you; or
(c)provide you with a refund that is equivalent to:
(i)the cost of replacing the relevant Products or acquiring equivalent Products; or
(ii)the cost of having the relevant Products repaired.
5.2Refunds will be issued to the original payment method only.
5.3Replacements may be subject to stock availability and back orders.
6 Australian Consumer Law Repair Notice
6.1If we have agreed to repair goods and the goods are capable of retaining user‑generated data, then you acknowledge that us repairing the goods may result in the loss of that data.
6.2“User-generated data” means any data stored on goods or goods and includes:
(a)files stored on a computer hard drive;
(b)telephone numbers stored on a mobile telephone;
(c)songs stored on a portable media player;
(d)games saved on a games console; and
(e)files stored on a USB memory stick.
6.3If we have agreed to:
(a)supply you with refurbished goods; or
(b)use refurbished parts to repair the goods,
then you acknowledge and agree that:
(c)goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired; and
(d)refurbished parts may be used to repair the goods.
Questions about returns?
Email support@cloudline.com.au with your order number, or call 1800 256 830. Our team is in Brendale, Queensland.