Returns
GM Multimedia Pty Ltd is an Australian owned and operated business established in 2003. All products we sell are covered by a warranty backed by our brands. As an Australian business our products come with guarantees that cannot be excluded under Australian Consumer Law (ACL) . Warranty information provided below is in addition to other rights or remedies that you may have under ACL in relation to your product.
Damaged in Transit
Courier deliveries from GM Multimedia have delivery insurance included at no additional cost. Should your product arrive damaged please do not sign for it, instead ask the courier to return the item to sender. If the damage was not visible until after you have signed/opened the parcel, please contact GM Multimedia within 24 hours of receipt so a replacement can be arranged. Please note, delivery insurance is not available should you request Authority to Leave (ATL) or a redirection with the courier.
Dead on Arrival Returns (DOA)
GM Multimedia offers a DOA policy to speed up warranty claims on goods purchased and found faulty immediately after purchase. The typical DOA period for most items is 7 days from purchase. If your new item has a manufacturing fault, and is reported to us within 7 days, GM Multimedia will replace the faulty item with a brand new one. It is strongly recommended for customers to retain all original packaging for at least 1 week in case a DOA return is required. If you believe your product has a fault please contact us as soon as possible. Outside of the DOA period? Don't worry, all items purchased from GM Multimedia still come with a warranty.
Returns under Warranty
GM Multimedia is one of Australia's leading display technology retailers, all goods are sourced from authorised distributors and as such all products are covered by the relevant brands' warranties. Whilst customers are always entitled to contact GM Multimedia directly for warranty assistance, most brands request customers contact its customer service department directly to process claims more efficiently. Please retain your tax invoice as proof of purchase in the unlikely event you require a warranty service on your product.
Incorrect Goods Received
Our staff are always careful when processing orders however we are all human and accidents or mistakes can occur from time to time. If you receive a product that is not as ordered please contact GM Multimedia right away on 1300 739 131. Do not open or use the products in any way. GM Multimedia retains ownership of any goods shipped in error.
Change of Mind / Goods no longer required
We understand mistakes happen and will try to assist where possible.
GM Multimedia can accept change of mind (or goods no longer required) returns within 14 days of purchase, subject to some conditions and exceptions.
- The product's packaging must be factory sealed (ie never opened) and appear in new/good condition.
- The product must not have been specially ordered.
- The product must not have been made-to-order.
- The product must not have been a clearance item.
- The product must not be exceptionally large/bulky that would make it prohibitively expensive to return.
Costs you may incur:
- Freight - The customer is responsible for return freight costs. In some cases we may also ask you to pay the freight cost we incurred to send the item to you originally. This only occurs if the amount you paid was less than the actual cost charged by the courier or post service.
- Restocking Fee - This fee may be charged to cover costs such as bank/payment processing, warehouse fulfillment, freight, supplier fees, and any commissions we have paid. The most common fee is 10% of the product's value but in some rare cases it can be up to 50%. If you are exchanging to another product we try to keep this fee to a minimum, and in some cases, we can waive it altogether.
Opened / Used Products
The products GM Multimedia sells are all brand new and factory sealed (unless advertised), this means it can be difficult for us to resell products where the box has been opened or the product has been used. We want our customers to be happy with their purchase though, so if you only realised your new product isn't suitable after you have opened the box, please contact us within 14 days of purchase. A higher restocking fee will apply for this type of return to cover our costs in reselling. Unfortunately change of mind returns cannot be accepted for heavily used products, or select opened items, such as projector screens and flat panel displays, due to the difficulty in safely transporting, and the policy of our brands.
If you are not sure your preferred product will suit your requirements, we can help! Please contact our friendly staff, we are always happy to assist you to ensure you order the correct product.
Returns Process
In the event of product failure please contact GM Multimedia immediately, our staff will attempt to troubleshoot the problem and can provide advice as to the best course of action to have the problem rectified as soon as possible.
It is vital GM Multimedia be notified, and a 'Return Authorisation' be entered into our system, before the return of any items. Never return an item prior to speaking to our staff. Failure to do so may result in the delivery being rejected or delay the return being processed.