We try to ensure descriptions we provide are accurate and clear, but manufactures are constantly making improvements or cosmetic changes. We also describe the purpose for which goods are sold. If you want to use the goods for some other purpose, you must satisfy yourself in advance that the goods will meet that purpose.
There are a number of reasons why goods we have supplied may be unsatisfactory. If goods do not meet the description in some significant way that is to your detriment, or the goods are clearly not fit for the purpose we have described, of if the goods have arrived damaged or faulty (other than due to damage in transit) then we will accept their return for a refund of the price paid including shipping for the items affected, providing you notify us within 7 days of receipt.
If you are a consumer, you can also return goods at your expense within 7 days of receipt for any reason.
You must look after the goods before returning them, and ensure they are returned in the condition your received them, with packaging.
If you do not notify us within 7 days that you wish to return the goods, then you have accepted them. However, if you are a consumer and within 12 months of supply you find a fault that was present when the goods were supplied, then we will consider that to be a fault on the date they were supplied, unless we can show that was not the case. In such cases we will accept return for a refund of the price paid for the items affected.
If goods develop a fault within one year, we will offer a REPAIR or REPLACEMENT at our choice otherwise a CREDIT NOTE valid for 12 months, but it is your responsibility to return faulty goods to us at your expense for repair. We do not offer a replacement during repair of faulty goods unless you have separately arranged an on-going maintenance contract which provides this. As such you have a choice of levels of service in the event of a fault with goods supplied.
To clarify, with the exception of death or personal injury resulting from our negligence, the full extent of liability that we have to you as a result of any fault in goods we have supplied is for us to repair or replace the goods or, in some cases, a full refund of the price paid for the goods.
Return of goods is at your expense. If you wish us to collect the goods, we will arrange this and charge you at cost for doing so. The exception to this if the goods are returned under the Sale of Goods and Services Act.
Return of non-faulty goods either over $500 inclusive of GST or for quantity more than 5 will attract 20% restocking fee on top of any other charges.
We consider any charge we make for sending goods to you to be a separate service which we are supplying, subject to cancellation rules for services, which means you cannot cancel postage or courier once we have supplied that service. Specifically, this means we do not refund postage, just the cost of the goods supplied when they are returned. If you receive a FREE SHIPPING, you will be charged $10 to reimburse the postage and handling. This will be deducted to both refund or store credit.
Please drop us an email to firstname.lastname@example.org stating your name, address, contact number, invoice number, product code or product name and description of issues you are having. Please attach any images if necessary.
If a customer refuses (does not accept) the package, the customer will be billed the return fee assessed by the shipping company. By not accepting the package, customer is refusing to comply with the company policies and will not be entitled to any refund(s) or reimbursement(s). Prior to sending your package back, please request an Return Merchandise Authorization number.
Courier and Delivery time
Case Store Pty Ltd is partnering with Australia Post using eParcel to deliver both domestic and international orders.
All shipment requires signature on delivery. We also accept PO BOX and Parcel Locker addresses only for orders less than $500.
For NSW, ACT, VIC and QLD locations, REGULAR shipping will take 2-4 business days to METRO AREAS from the despatch date otherwise 5-8 business days to REGIONAL AREAS. EXPRESS shipping will take 1-2 business days from the despatch date to METRO AREAS otherwise 3-5 business days to REGIONAL AREAS. We only do EXPRESS shipping to WA, NT, SA and TAS which will take 2-3 business days to METRO AREAS from the despatch date otherwise 5-8 business days to REGIONAL AREAS. Number of days to be despatched from our warehouse is indicated on the availability section of each product.
For instance "Despatched within 7-14 days" means that the product will leave our warehouse after 7th business day but before the 14th business day. With regular shipping to NSW METRO AREAS, you would expect to receive the product the quickest after the 9th business day otherwise the latest by the 18th business day.
We also offer EXPRESS SHIPPING to our customers who require to receive the product sooner. The rate is stated on the RATES section. Express shipping to metro areas will take 1-2 business days from the despatch date including WA, NT and Tasmania. Regional areas may take longer than 2 business days. Express Post Service is usually provided by Australian Post, Couriers Please or Star Track Express.
If you need delivery by a particular time or method, then we will attempt to meet that requirement. We do not accept responsibility for delays caused by the courier; for delays because the address provided by you is incorrect; because nobody is available to sign for a delivery; because your order is too late in the day to be shipped that day; or any other reason outside our control. We will use our best endeavours to meet a specific delivery requirement, but time is not of the essence. We limit our liability for any delay to the charge we have made for the carriage even if the delay was our mistake.
Carriage is at your risk. This means it is your loss if the goods are damaged or lost on the way. You can pay for insurance to cover that risk if you wish. Please make this clear when ordering and we will charge for any additional insurance cover requested.
You must inspect goods and notify us of any discrepancy or damage within 24 hours of receipt.
For NSW, ACT, VIC and QLD, REGULAR Shipping is $7.95 or FREE for all orders over AU$80 inc GST. EXPRESS Shipping is $9.95.
For WA, TAS, SA and NT, we only do EXPRESS Shipping for $9.95.
We use Australian Post Third Party quoting system. The quoting process will appear during the checkout process.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations in particular those with built-in lithium battery.
All goods are subject to availability.
Availability information is updated every 24 hours during business days. “Despatched within 1 to 2 days” indicates that the product is in stock and ready to be despatched within 1-2 days. However there is no guarantee that we have availability more than 1 product and in any occasion the product may have been purchased on the same day by another customers while the availability information is yet to be updated. Other availability which indicates despatched more than 5 days such as “Despatched 7 to 14 days” indicates that the product is on back order from distributor. The information given is an estimated arrival time (ETA) from the distributor and can be used only for estimation. Please note that ETA may change from time to time and Otterbox Case Store does not have control to any delays however we are trying our best to give you the most up to date information.