Refund policy

The Infinitev team are dedicated to supplying quality products at the right price. We test our products both in our sophisticated test facility but also out in the real word. Like you, we work hard during the week and live for the weekend so the last thing we want is for you to be left high and dry due to premature failure of our products.

If in the unlikely event you experience issues with an Infinitev product or you have received a damaged, faulty or incorrect item, simply take a moment to review our procedures below.

RETURNS

  • All return requests should be made via our Contact Us online Form or via phone at 1300 360 111 (Australia) or 0800 360 111 (New Zealand).
  • Be sure to include your Invoice Number on the Form or tell our friendly staff over the phone so we can assist you. You can find the Invoice Number on the confirmation email you received upon placing your original order, it is a four (4) digit number.
  • Our Technical Support team will issue you with a ‘Return Materials Authorisation’ number (RMA#) which must accompany your return.
  • All Infinitev product will be thoroughly inspected upon return. We endeavour to accept all returns, however you must adhere to the following requirements;
    • The product is unused and in its original condition with all labels, tags and packaging in original condition.
    • The RMA# is to be provided alongside the goods when returned to the Infinitev team.
    • Goods must be received by Infinitev team within 14 business days of RMA# being issued.
  • The return of goods is the responsibility of the buyer, please ensure the item/s are packaged securely to ensure safe delivery back to the Infinitev team 

 

Restocking Fee 
Products may be returned within 14 days of delivery for a full refund, provided they are unused and in original packaging. Returns requested after 14 days but within 3 months from the date of delivery will be subject to a 15% restocking fee, deducted from the total refund amount.

We reserve the right to deny returns requested more than 3 months after delivery. All return requests are subject to inspection and approval. Shipping costs are non-refundable unless the return is due to our error.

 

DAMAGED, FAULTY OR INCORRECT PRODUCTS  

Well this is embarrassing, we are very sorry that you have received a damaged, faulty or incorrect product. Please review the following steps:

  • Please call us on 1300 360 111 (Australia) | 0800 360 111 (New Zealand) and our Technical Services team will attempt to resolve your issue as quickly as possible.
  • Be sure to have your Invoice Number This can be found in the confirmation email you received upon placing your original order, it is a four (4) digit number.
  • Alternative, contact the authorised fitter who installed the product and ask them for support.
  • Note, if a you notice during receiving your package by courier that your package is damaged, simply instruct the courier to return to sender.

 

SHIPPING COSTS OF RETURNED GOODS

To return your product please ship to the following address along with your RMA# Form:

INFINITEV
Attn: RETURNS
8 Palomo Drive
Cranbourne West, Victoria 3977
Australia

INFINTEV
Attn: RETURNS
2 Bolderwood Place
Wiri, Auckland 2104 
New Zealand

  • Please ensure to include your RMA# form ensuring all fields are filled in, detailing your full name, contact number and email address and so on.
  • The goods are your responsibility until they reach our warehouse, so make sure it's packed properly and can't get damaged on the way. Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of posting.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you request a refund, the cost of the shipping will be deducted from your refund.
  • If the product is confirmed by the Infinitev team to have been damaged, faulty or incorrect upon receipt we will endeavour to reimburse the shipping costs.
  • We always recommend using a traceable postal service when returning items to us, in case of the unlikely event we do not receive it.