Our Warranty Procedure
If at any time during the Warranty Period a purchaser claims that the Products are defective, the purchaser must notify AGS Direct of this as soon as possible, with complete details of the defect, by contacting us via our contact form.
Defective/Damaged Products may be returned with no cost to the buyer. Contact us within 30 days of receipt to let us know and we will issue a return label. Take photos of damages/defects to send to us. Re-pack your order and follow the instructions provided to ship the items back. We will use our own judgement to issue a refund by your original payment method.
Change of mind. Let us know you have changed your mind before 30 days from purchase date has elapsed. You are responsible for shipping the unwanted items back to our warehouse. Upon receipt we will issue a refund less original shipping cost and a 10% restocking fee.
Non-returnable items
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Due to the sanitary nature of some of our products, if the carton/packet has been opened it may not be returned.
Additional non-returnable items:
- Gift cards/coupons
- Downloadable software products
- Some health and personal care items
Completing your return
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. It is our prerogative to use our own judgement to consider the following factors when deciding whether a full or partial refund is applicable or not to your unique situation:
- Products have obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- If any defect is attributable to accident, abuse negligence or relocation not caused by AGS or its authorised agents.
- If any products are not “AGS Approved,” not designed for use with the purchased product and such third party consumables cause damage, fault or failure to operate as normal
- Normal wear and tear
Our Refunds Procedure
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@agsdirect.com.au
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@agsdirect.com.au or call on 1800 221 410 to arrange the exchange, or refer to any communications made regarding the exchange.
Shipping
To return your product, you should mail your product to: 38 Geddes Street, Mulgrave, VIC, 3170, Australia. You should only do so after contacting us to arrange the return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.