When returning product to FibreMax® for any reason, you must first contact FibreMax® and obtain an RA number from the Support department. You can do this by sending an email to support@fibremax.com.au with an explanation of the fault.
After obtaining an RA number from FibreMax®, you must send the product – freight prepaid by you – to FibreMax®, 7 Facey Road, Gnangara, WA, 6077. The FibreMax® RA number must be prominently displayed on the outside of your package. If you send your product to FibreMax® without the RA number prominently displayed on the outside of the package, it will be returned to you unopened.
Please use a shipping company that can demonstrate proof of delivery. FibreMax® does not accept responsibility for any lost shipments unless proof of delivery to FibreMax® is provided.
When shipping your product back to FibreMax® for repair/replacement, please ship the faulty product only. FibreMax® will then return the product to you in the same packaging that you sent it to us. Products shipped to FibreMax® must be properly packaged to prevent loss or damage in transit.
Shipping your RA to FibreMax® using regular mailing envelopes is not acceptable, as they do not protect the product from damage during shipping.
FibreMax® will not repair or replace a product that is shipped in such a way that the product is not properly protected.
FibreMax® will not accept any product that has been damaged because of accident, abuse, misuse, natural or personal disaster, or any unauthorized disassemble, repair or modification.
If you have any questions, please contact FibreMax®.
Return to Base Replacement Warranty
As per FibreMax® standard Return to Base Warranty all faulty products must be returned to head office in Perth.
An RA number must first be issued by our Support Team. This RA number will need to be referenced on the outside of the return shipment.
Upon receipt of the defective product, FibreMax® will, at its discretion, either repair or replace the product and ship it out in the most expeditious manner possible. Subject to availability, the replacement product will be shipped as soon as possible following receipt of the defective product, or after sufficient testing has been done to determine the fault.
In the event the product returned to FibreMax® has been Discontinued (i.e., the product is no longer being manufactured but is still under warranty), FibreMax® will, at its discretion, either repair or replace with a comparable product.
Return for Credit
If the product(s) ordered have been done so incorrectly, or the product does not fit the purpose outlined by the description of the product, the product can be returned to FibreMax® for Credit return.
FibreMax® will give a full credit of the price of the product if the product has been returned within 7 days of the purchase date and is returned in original packaging in a resale-able condition. If the product is to be returned after the initial 7 days, then a restocking fee will apply depending on the condition of the product.
- Product returned after 7 days, in original condition 0 – 10%
- Product returned after 7 days and/or missing packaging/minor damage 10 – 30%
- Product returned after 7 days and/or no packaging/major damage 30 – 70%
An RA number must first be issued by our Support Team. This RA number will need to be referenced on the outside of the return shipment.
Freight Costs
When returning goods to FibreMax® the following Freight Conditions apply:
- Product in Warranty (No Fault Found) – Customer to pay for return to FibreMax®, Customer to pay for pickup of goods.
- Product in Warranty (Product found to be Faulty) – Customer to pay for return to FibreMax®, FibreMax® to pay for return of goods.
- Product out of Warranty (All Cases) – Customer to pay for return to FibreMax®, Customer to pay for pickup of goods.
Warranty period for RA Products
Once a product has been returned to FibreMax® and either repaired or replaced as per our warranty and RA procedures, the warranty period for the repaired or replacement unit will continue from the purchase date of the original product.
For example, if you send a product back for repair or replacement with 3 months left on its original warranty, the replacement or repaired product will still only have 3 months remaining of its warranty, the replacement product takes over the warranty of the original product.
Product Replacement If FibreMax® determines that the product you have returned is faulty, your product will be replaced with a comparable product from our refurbished/service stock. If your product is DOA, then the product will be replaced with brand new product.