Return Policy

Incorrectly Ordered/Supplied Goods
  • All claims for shortages or claims of damaged goods can only be accepted if made within 7 working days from the date of invoice to you. If claims are not made within 7 days from this date, a 15% "Restocking Fee" will apply. (All diaries will automatically incur this restocking fee)
  • Credits will not be accepted on items under $10.00 (EX GST)
  • Goods will be refused credit if packaging has been broken, packaging has been written on or not returned in a saleable condition.
  • Please use our Return Authority Request form found on our website to ensure our procedure is followed correctly. Failure to provide a copy of this form along with an official RA Number will result in no credit being issued. DO NOT RETURN GOODS WITHOUT AN RA NUMBER.
  • Once we have received the request and approval has been granted, Satex will contact the customer with the required information for shipping arrangements. If the error was made by Satex, Satex will arrange to have the goods collected by a courier of its choice. If the error was made by the customer, they will need to arrange their own courier to collect the goods at their own expense. NOTE: depending on the situation a Satex Representative might be able to collect the goods but only if prior arrangements have been made with Satex Management.
  • Any product that has been bought in to supply a backorder cannot be returned. It is important that the customer notifies Satex to cancel backorders before an item is purchased/ordered in.
  • Once returned, defective items will be inspected and assessed for credit. Some items will need to be sent away to various vendors for assessment and will only be credited/replaced upon approval from the vendor.
  • All unwanted or incorrectly ordered stock items must be returned ‘un-opened’ and in ‘as new’ condition with no ‘writing’, ‘stick tape’ or any other form of ‘labels’ or ‘markings’ on them, or the credit will be denied and stock returned at the customer’s expense. (NO EXCEPTIONS) NOTE: goods that have been opened but not used/installed and/or goods that were invoice by Satex Distributors greater than 7 days prior will not be accepted and the RA will be denied and where applicable stock returned at the customer’s expense.
  • If a product has been used, remanufactured or tampered with in any way the claim will be rejected and sent back at the customer’s expense. (NO EXCEPTIONS)
  • Seal and secure all goods to ensure unbroken arrival without leakage or loss in transit.
  • These terms and conditions are subject to change without notice.
Faulty Goods & Warranties
  • Product warranties vary amongst suppliers/manufacturers.
  • Please contact Satex before accepting goods back from your customer as we will explain to you the process that's required for the supplier involved. In some cases it will be requested that your customer contact the supplier directly as instructed by that particular supplier. This is to eliminate yourself and Satex from the equation which will save time and angst from your customer. However, your customer is entitled to request that we look after the warranty claim and we will honour that request as part of the ACCC's Fair Trading & Practices Act.
  • In all circumstances, you and your customer will be required to provide proof of purchase along with the goods.