Refund & Returns Policy

Overview

Our refund and returns policy lasts 30 days for change of mind purchases. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, purchased items must be in their original condition, including the original packaging and all accessories (manuals, cables, etc.). A return request must be submitted within 30 days of purchase.

Non-Returnable Items

Several types of goods are exempt from being returned:

• Gift cards
• Downloadable software products
• Some health and personal care items
• Used or opened items
• Customized or personalized items
• Health or protective products that have been unsealed
• Items damaged due to improper use by the customer

Additionally, used security cameras and other related security devices, such as NVRs, DVRs, access control systems, and alarm systems, are non-returnable unless defective. Defects must be reported within 5-7 days of receipt, and a refund or exchange will only be offered if the defect is verified.

Partial Refunds

There are certain situations where only partial refunds are granted:

• Books with obvious signs of use
• CD, DVD, software, or video games that have been opened
• Any item not in its original condition, damaged or missing parts for reasons not due to our error
• Any item returned more than 30 days after delivery

Reduction of Refund Amount

In some cases, even if the refund request is accepted, the refund amount may be reduced by a certain percentage. This could happen in situations such as the following:

• The product shows signs of use, such as scratches, wear, or damage not caused by manufacturing defects.
• Original packaging is missing or damaged, making the product unsuitable for resale.
• Accessories, manuals, or cables are missing, resulting in an incomplete product return.
• The product was returned after the 30-day return window but still falls within a grace period we may allow at our discretion.
• The product was purchased as part of a bundle or promotion, and the entire set is not returned.

In such cases, we will notify you of the reduction and the final refund amount before processing the refund.

Price Reduction Percentage Rules for Refunds

In some cases, even if a refund is accepted, the refund amount may be reduced based on the condition of the returned product. Below are the rules for determining the percentage of reduction:

• Minor Cosmetic Damage (e.g., small scratches or marks):
  • Reduction: 5-10%
  • Reason: The item may have slight wear, but it is still functional and can be resold at a reduced price.
• Missing or Damaged Original Packaging:
  • Reduction: 10-15%
  • Reason: The product is harder to sell without its original packaging, which affects its value and presentation.
• Missing Accessories or Components (e.g., cables, manuals, mounts):
  • Reduction: 10-20% (depending on the value and importance of the missing item)
  • Reason: The product is incomplete, and the missing components will need to be replaced or reduce the resale value.
• Visible Signs of Use (e.g., moderate scratches, visible wear, signs of installation):
  • Reduction: 20-30%
  • Reason: The product shows signs of use that significantly affect its resale value, but it remains functional.
• Returned After 30-Day Window (but within an extended grace period, like 40 days):
  • Reduction: 10-20%
  • Reason: The return was late but still within a grace period, so a partial refund can be offered as a courtesy.
• Returned as Part of a Bundle, but Incomplete:
  • Reduction: 15-25% (depending on the importance of missing items in the bundle)
  • Reason: The missing items from the bundle reduce the overall value of the product set.
• Heavy Usage or Visible Wear (e.g., multiple scratches, signs of outdoor use, slightly damaged parts):
  • Reduction: 30-40%
  • Reason: The product has seen significant use, and its value is considerably lower due to wear and tear, even though it may still function.
• Returned with Alterations (e.g., product modified, altered, or customized by the customer):
  • Reduction: 40-50% or outright rejection
  • Reason: The product has been modified, reducing its resale value or making it unsellable in its original condition.

Note: If a product shows multiple issues (e.g., both used and missing accessories), the total reduction may combine the relevant percentages. For example, if a product shows signs of use (20%) and is missing its original packaging (10%), the total reduction might be 30%.

Refund Process

Once your return is received and inspected, we will notify you via email whether your refund request has been approved or rejected. The returned item must meet our return conditions (e.g., original condition, no signs of use).

If approved, your refund will be processed within 7-10 business days, and the funds will be returned to the original method of payment. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or card provider.

Defective or Damaged Items

If you receive a defective or damaged item, you must notify us within 5-7 days of receipt. Please provide photos or documentation as evidence of the issue.

For defective items, we offer the following options:

• Replacement with a new item
• Refund of the purchase price
• Store credit for future purchases

Return Shipping

Customers are responsible for return shipping costs unless the product is defective or damaged. In such cases, we will cover the return shipping costs.

To return your product, please mail it to: Shop 1 / 516 George Street, South Windsor, NSW 2756. If returning high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.

International Returns

For international customers, return conditions may vary. International shipping costs are the customer’s responsibility unless the issue is on our end.

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please email us at support@digirain.com.au and send your item to Shop 1 / 516 George Street, South Windsor, NSW 2756.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Need Help?

If you have any questions related to refunds and returns, please contact us at info@digirain.com.au.