Terms & Conditions

PLEASE NOTE: By placing and receiving an order from RetailCare Pty Ltd – you agree to these conditions.

General Terms

These terms and conditions apply to the sale of goods and services offered by the Vendor (RetailCare Pty Ltd in this document) and all offers made by RetailCare Pty Ltd in relation to RetailCare Pty Ltd’ goods and services – unless varied, amended or cancelled by an Officer or other duly authorised representative of the RetailCare Pty Ltd. This may occur in specific contractual arrangements with Federal, State or corporate clients.

The Vendee accepting goods/services from RetailCare Pty Ltd is deemed to have accepted the terms and conditions contained herein by placing an order with RetailCare Pty Ltd. RetailCare Pty Ltd failure to object to any term or condition contained in any communication, whether written, electronically or oral, from the Vendee, shall not mean those conditions/terms are accepted.

Product Delivery: Unless otherwise specified, terms of trade are ex-warehouse. Property and risks in goods pass to the Vendee at the time of payment to RetailCare Pty Ltd. The Vendee may at his option, collect the goods from these premises or arrange freight on his own behalf. Alternatively, freight will be arranged on the Vendee’s behalf by RetailCare Pty Ltd.

The customer shall indicate the desired freight method. Should the account fall beyond trading terms, such goods may be reclaimed by RetailCare Pty Ltd as payment in kind to the outstanding balance amount. Special Contracts – These conditions apply except when the customer has signed a special agreement with the company – this may exclude various clauses within this agreement. All Terms within this agreement are subject to the Federal/State laws of Australia.

Account Status

All new accounts will operate for at least a period of three (3) months on a ‘Cash before Delivery’ basis before they will be considered for credit terms unless special terms have been documented and agreed to in writing. Major corporate and government contract accounts being excluded.

Such Agreements with individual clients may cause modification to normal trading terms. During this time, any purchase made over one thousand dollars ($1,000) must be paid by cash, company, govt. dept or bank cheque, direct deposit or credit card. Credit cards may attract an additional fee of 2.5% on ex tax invoice price.

Trading Application

Where customers (non-govt) trade continually with RetailCare Pty Ltd a Trading Application must be completed. The Vendee’s completion of the Trade Account Application shall be deemed an authority for RetailCare Pty Ltd to check trade references as the Vendee has indicated on said form. A credit account will only be considered after the relevant information has been supplied to RetailCare Pty Ltd. An application for a credit account does not necessarily mean a credit account will be granted immediately.

Payments

Should be made to RetailCare Pty Ltd:
When completed please advise RetailCare Pty Ltd Accounts Department.
Email: [email protected]
Phone: 03 9514 9699

Please provide accounts with these payment details:
1. Invoice number (s) if known
2. Your PO
3. Name
4. Type of Card if applicable
5. Number of Cards
6. Expiry Date
7. Amount including FREIGHT and GST – TOTAL AMOUNT

Credit Card Policy

All credit card payments will be subject to the below charges except for:

The associated surcharge will apply as follows; Visa & Mastercard 2.5%, American Express 4.5%.

Dishonour Cheque Fee

Any cheques returned by the bank either as dishonoured or for representation shall attract a fee of thirty dollars ($30) each time.

Terms for Payment

Payment of accounts shall be made within the terms offered by RetailCare Pty Ltd whether on a “cash before delivery” or credit basis. Terms will be offered based on credit limit or payment term dates. Where the order is paid for electronically, all endeavours shall be made to ensure the confidentiality of such payment details from the name of the user, the amount of the invoice and the credit card number offered. No liability is held should the card be utilized by another person representing himself or herself as the owner of offered credit card.

Invoice Dispute

Where any part of an invoice is in dispute, the balance not in dispute will be paid in accordance with account terms. Any disputed amount must be documented in writing with proof of receipt of this document confirmed in writing.

Quotation Period

Unless otherwise specified by RetailCare Pty Ltd in writing/electronically at the time of quotation, all written quotations are valid for a period of 14 days from the date of the quotation.

Internet Quotations shall specify the quotation period applicable for the Net normally 14 days (14). RetailCare Pty Ltd must be notified in writing of any change of address and /or ownership. RetailCare Pty Ltd bears no responsibility for shipments to an incorrect delivery address where there has been no communication regarding delivery address changes.

Prices

Prices are subject to change without notice or obligation unless there are specific contract price conditions with the client. Such changes may be applied due to currency fluctuations or stock shortages.

Orders for catalogue /Internet goods are binding only when accepted by RetailCare Pty Ltd. Freight charges shall be applicable unless specific contractual binding terms apply.

If a customer cancels an order in writing after RetailCare Pty Ltd has accepted the order Vendee may simply cancel the order. If RetailCare Pty Ltd has begun to manufacture, the Customer will agree to pay a cancellation fee of 20% of the cost of the ex tax sell price of the goods. If the goods have already shipped the Vendee must action through discussion with RetailCare Pty Ltd re the situation.

Internet & Your Privacy

The company will endeavour to service you in every way. By accessing RetailCare Pty Ltd’ Internet Site there is information that you may offer to the company about your business activities. RetailCare Pty Ltd shall only use that information as part of this company’s business operation. The company will not pass information outside this business. Your security when using a credit card shall be maintained through encryption standards. If you choose not to pay this way please call, fax or e-mail and we will assist you. Please view the Internet Home page for further information relating to Internet use ie Copyright and Privacy.

Errors and Credits

In the case of errors on the Invoice/or in delivery, RetailCare Pty Ltd must be notified within 7 days of invoice whether they are short shipments in delivery, damaged goods, or discrepancies in the ordered specification. This must be done in writing and must be acknowledged by RetailCare Pty Ltd.

No credits for overcharges or returned stock shall be accepted outside the terms.

Credit Return Contact Details

When returning goods please contact your local sales team or telephone, fax or email for a Credit Return Authorisation (CRA) Number or contact Sales in Melbourne.
1. Phone: 03 9514 9699
2. Email: [email protected]

Please provide the following details to them:

1. Account name/number
2. Contact name / number
3. Invoice No / Date
4. Item and Qty
5. Value Ex GST
6. Total Value Ex GST
7. Reason for return

CRA Numbers will be issued within 24 hours from customer request for a return. Goods returned not clearly marked with the appropriate credit return authorisation number or in an unsatisfactory condition may be returned to the customer at the customer’s expense.

RetailCare Pty Ltd Return Address to be advised. Please return goods with the Return Authorisation on the goods.

All goods being returned to RetailCare Pty Ltd for credit must be in resaleable condition (i.e unused and in the original packaging). Goods returned for credit will be charged a 20% restocking fee (of the cost of the ex tax sell price of the goods ) if they are not returned within 7 days from the invoice date No Hard disk, RAM, CPU or SOFTWARE accepted for return.

Refunds shall be a credit on account of applicable invoice in the case of credit account customers or through cheque/electronic payment to the Vendee where the account is CBD.

All goods being returned to RetailCare Pty Ltd are to be sent at the Vendee’s expense.

Goods that are found to be fault free will be returned to the customer at their expense and may attract a service fee of $45 depending on the item

Warranty

RetailCare Pty Ltd works with many international brand name products. The warranty in these cases are the specific manufacturers warranties as offered internationally. It is advisable to check the international manufacturer’s individual warranty conditions when purchasing. Vendors’ websites may carry all warranty information.

For RetailCare Pty Ltd Server products – RetailCare Pty Ltd offers many service options which are purchased at the time of original invoice. These vary in response time and scope dependent on the client contract. This must be purchased at the time of invoice. Warranty covers parts and labour as supplied on the original invoice and only covers what is in the RetailCare Pty Ltd Server chassis itself. It does not cover external devices. These are covered by the original manufacturer’s warranty.

For RetailCare Pty Ltd PCs and notebooks- RetailCare Pty Ltd will provide as standard one (1) year RTB warranty on new RetailCare Pty Ltd computer systems, Desktop and Notebook (M-F working days). Warranty covers parts and labour as supplied on the original invoice and only covers what is in the RetailCare Pty Ltd desktop/notebook case itself. It does not cover external devices. These are covered by the original manufacturer’s warranty.

Options: RetailCare Pty Ltd offers a range of extended warranties, refer customer support window on www.RetailCare.com.au

Warranty and On-Site Service

Process – Call Customer Service through the Help Desk

Our National Australian Help Desk is located at our head office in Prahran VIC and can be contacted between M – F (8 am to 6.30 pm- excl. Public Holidays)
1. Ph: 03 9514 9680 (for callers outside of Melbourne)
2. Fax: 03 9514 9696
3. Email: [email protected]

Extended support hours are optionally available 24 x 7 to contract customers only.

If you want to log a service call after hours for the next working day and are NOT under a weekend service contract, please contact the HelpDesk as above and we will respond the next working day

Provide the following information to them where possible:

1. Account Name / Number
2. Contact Name and Number
3. Invoice Number
4. Product Name and Serial Number
5. Fault Description
6. Location Details if service is required

Service Request Forms are on the RetailCare Pty Ltd website see RetailCare Pty Ltd Onsite Service Request

Service Return Address:

1. RetailCare Pty Ltd, Level 1, 240 Chapel Street, Prahran. Victoria. Australia. 3181
2. Service Workshop
3. Service Job Number XXXXTBA

Warranty covers

Warranty includes parts and labour. Please confirm specific RetailCare Pty Ltd warranty with our Sales Department. RetailCare Pty Ltd also offers on-site service within 50km of the nearest RetailCare Pty Ltd service centre across Australia.

Where there are special agreement exceptions on warranty on computer systems the Vendee and RetailCare Pty Ltd will agree to these warranty terms and conditions. There are many extended warranty options for the 2nd, 3rd and 4th year with on-site options offered to key clients in government and corporate contracts.

Where stipulated according to contract/invoice terms warranty shall be extended. Monitors and printers will have a one (1) year warranty unless otherwise stated. Peripherals carry individual manufacturer’s warranty. It is to be noted that certain manufacturers offer extended warranties for different products. This must be purchased at the time of the original invoice and must activated as per the manufacturer’s policy. RetailCare Pty Ltd bears no liability if the client does not activate as per the manufacturer’s warranty policy.

Where the Product is sold by the reseller as principal the reseller has no authority from the Company to give any additional warranty or guarantee on the Company’s behalf except as contained or referred to in this document.

All items carry a warranty activated at the time of invoice/lease notification to the invoiced Vendee.

These warranty periods may vary dependent upon contractual obligations or other warranty agreements. If goods are under warranty, repair or replacement of the item shall be at RetailCare Pty Ltd discretion.

Return – Courier

All goods being returned to RetailCare Pty Ltd are to be sent at the Vendee’s expense. However, goods purchased from RetailCare Pty Ltd and repaired or replaced under warranty shall be returned to the customer at our expense via the courier of our choice, where goods were purchased directly from RetailCare Pty Ltd.

Fault Free Warranty Claim

Goods that are found to be fault free will be returned to the customer at their expense and may attract a service fee of $45 depending on the item.

DOA

DOA procedures do vary depending on the manufacturer of the product. Please contact RetailCare Pty Ltd Service Department for details for RetailCare Pty Ltd products. For non-RetailCare Pty Ltd warranty please contact the manufacturer in Australia directly. It is the manufacturer of the product who carries and determines warranty coverage.

RetailCare Pty Ltd DOA Policy only: DOA period is 1 month from the invoice date for RetailCare Pty Ltd labelled products. DOA also applies to RetailCare Pty Ltd PC’s that have a continual fault that RetailCare Pty Ltd cannot repair or the same fault three times within the same year.

For the first 2 faults within the first month, RetailCare Pty Ltd will repair the PC. Any variances to this will need to be approved by the National Services Manager.

If there is a third fault within the first month RetailCare Pty Ltd will consider replacing the PC. The National Services Manager will need to approve the replacement.

Exclusions under warranty

RetailCare Pty Ltd will not cover under warranty any item that has been mishandled, returned inadequately packed and/or otherwise interfered with by unauthorised personnel. The removal of any serial numbers, factory seals and/or warranty stickers will void warranty. Manufacturers’ charges related to voided time delays, handling warranty items shall be borne by Vendee. RetailCare Pty Ltd will not repair under warranty, damage caused by operation outside of designed working and storage environments, power surges, fluctuations and interference, and external peripheral devices.

The Company accepts no additional liability pursuant to this warranty for the costs or travelling, insurance or transportation of the Product or parts to and from the service agent or reseller. These costs are not included in this warranty.

Accessories

Where an accessory or expansion item has the potential to negatively impact the warranty repair process, it may be necessary that any accessory or expansion item not warranted by RetailCare Pty Ltd be removed before presenting the Product for service. Products presented with accessories or expansion items not under warranty by RetailCare Pty Ltd may be returned unrepaired at the discretion of RetailCare Pty Ltd or its Authorised Service Centres. The company will endeavour to discuss with the customer prior to any action being taken as customer service.

Technical Advice

RetailCare Pty Ltd shall at all times offer advice or assistance in regards to product specification, performance and implementation. Such assistance is given without liability on RetailCare Pty Ltd’ side and is offered in good faith as customer service. Whether information is offered through verbal or other media RetailCare Pty Ltd accepts no liability.

Warranty for Ex-Government Lease Product – SPECIFIC TERMS AND CONDITIONS

General

RetailCare Pty Ltd sells RetailCare Pty Ltd computer systems that are considered Ex-Government Lease RetailCare Pty Ltd Computer Systems. This may include PC with Keyboard and Monitor purchased as a package, Notebook or as single purchases. These systems are ”used” or “pre-loved computer systems” and are therefore sold with special terms and conditions due to either age or type of equipment for example: obsolete, demo or end of lease/rental returns. They do not carry the usual RetailCare Pty Ltd warranty.

Warranty
RetailCare Pty Ltd will provide a minimum one-month (1) RTB (Return-to-base) warranty on Ex-Government Lease RetailCare Pty Ltd computer systems. This is a limited warranty and is valid only in Australia. The warranty covers parts and labour. Where the Product is sold by the reseller as principal the reseller has no authority from the Company to give any additional warranty or guarantee on the Company’s behalf except as contained or referred to in this document. All items carry warranty activated at the time of invoice/lease notification to the invoiced Vendee.

RetailCare Pty Ltd will not be liable for loss of data, incidental and/or consequential damage caused by the use of their products. This includes any loss of data resulting from equipment failure. It is the Buyer’s responsibility to ensure adequate back-ups are taken regularly. RetailCare Pty Ltd will not be liable for time lost in downtime or subsequent labour charges caused by equipment failure or integration. RetailCare Pty Ltd will not cover under warranty any item that has been mishandled, returned inadequately packed and/or otherwise interfered with by unauthorised personnel. The removal of any serial numbers, factory seals and/or warranty stickers will void warranty. RetailCare Pty Ltd will not repair under warranty, damage caused by operation outside of designed working and storage environments, power surges, fluctuations and interference, and external peripheral devices. The Company accepts no additional liability pursuant to this warranty for the costs or travelling, insurance or transportation of the Product or parts to and from the service agent or reseller. These costs are not included in this warranty.

Note: Where an accessory has been added that was not invoiced by RetailCare Pty Ltd as part of the system RetailCare Pty Ltd has no liability for that product or support of that product. It may be necessary that any accessory or expansion item not warranted by RetailCare Pty Ltd be removed before presenting the Product for service.

Product Return

All goods being returned to RetailCare Pty Ltd are to be sent at the Vendee’s expense.

Goods that are found to be fault free will be returned to the customer at their expense and may attract a service fee of $45 depending on the item.

Product Recovery CD-ROM Warranty

Please read the following information carefully regarding your RetailCare Pty Ltd supplied Product Recovery CD-ROM:

– Microsoft has changed the way Original Equipment Manufacturers (OEMs), like RetailCare Pty Ltd, distribute Operating System Backup Media. OEMs must now supply their own backup media – Not the Microsoft branded Operating System CDs.

– The RetailCare Pty Ltd supplied Operating System CD is called RetailCare Pty Ltd Product Recovery CD-ROM.

– The content of the Product Recovery CD is similar to the original Microsoft branded CDs, but with several features that are intended to make Windows re-installation easier for you.

– The set-up program on the RetailCare Pty Ltd Product Recovery CD-ROM will carry out an automated and uninterrupted fresh installation of the Windows Operating System on your system, any previous settings and data will be deleted from the Hard Drive.

– It is therefore essential that you ensure your data are properly backed-up before using the RetailCare Pty Ltd Product Recovery CD-ROM to re-install the Windows Operating System.

Acceptance

The placing of an order upon RetailCare Pty Ltd shall be deemed as acceptance of these Terms and Conditions whether the order is placed verbally, through the Internet, fax or mail.

PLEASE NOTE: When you visit the RetailCare Pty Ltd site, you accept this current dated T&C version.

Terms and Conditions 29/AUG/2007

RetailCare Pty Ltd has a 14 day return policy. Details of this policy are provided below. If you still have questions, after reading our policy, please do not hesitate to contact us at [email protected]

Return of Faulty Goods

Goods that are faulty can be exchanged with RetailCare Pty Ltd, within 14 days.

In these circumstances, RetailCare Pty Ltd will pay for the cost of returning the goods to RetailCare Pty Ltd.

All products, unless noted otherwise, are sold with the full warranty of the manufacturer. The warranty period and service vary from manufacturer to manufacturer. For more information regarding the manufacturers’ warranty please read our section on Manufacturer’s Warranty.

Customers may be required to contact the manufacturer’s technical support department directly, to acquire authorisation to return any faulty computer hardware products.

Return of Non-Faulty Goods

Goods that are not faulty can be returned within 7 days of receipt. To exchange products, the goods must be returned in their original unopened packaging. Goods that have been opened or goods sold on a “no return basis” cannot be returned, unless faulty. The following provisions apply in respect of the return of non-faulty Products.

No Fault Products

A ‘no fault’ product (‘No Fault Product’) is a Product returned by the Customer where the return is not due to the fault of RetailCare Pty Ltd or any fault with the Product.

Handling charges for No Fault Product returns

No Fault Products may be returned by the Customer in accordance with the procedures set out below. Such returns will attract a handling charge as follows:

If the value of the product/s is/are $999.99 or less including GST, the return will attract a handling charge of $55 (comprising $50 + $5 GST).

If the value of the product/s is/are $1,000 or more including GST, the return will attract a handling fee of 5% of the value of the return (including GST).

Return of Software

Unopened or defective software can be returned for replacement. However non-defective opened software will not be accepted under any circumstances.

“NO RETURN BASIS”

The term “No Return Basis” means that a returned product will not be accepted by RetailCare Pty Ltd unless the product is faulty within the warranties imposed by statute and which cannot be excluded by agreement.

Procedure for returning Goods

All goods to be returned, faulty or not, will require a Return Authorisation Number before they can be returned. To obtain a Return Authorisation Number, please contact RetailCare Pty Ltd by email at [email protected] or phone 1800 821 811.

All products must be returned via Australia Air Express Couriers. Goods returned by any other means will not be accepted by RetailCare Pty Ltd. RetailCare Pty Ltd accepts no responsibility for loss or damage occurring in transit on return to RetailCare Pty Ltd.

Returns take approximately 7 days to process from the date of receipt of goods by RetailCare Pty Ltd (exceptions to this may occur from time to time).

A re-stocking fee may apply to the return of non-faulty goods.

Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act.

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