There are occasions when our customers need to return the Sofihub equipment due to a number of reasons, including faults. Please read the information below regarding our policy on returns.
The Rights guaranteed to you by the Australian Consumer Law – our hubs and sensors come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to have the hubs and sensors repaired or replaced if these fail to be of an acceptable quality and the failure doesn’t amount to a major failure. If it is a major failure, you are entitled to a replacement or refund and for compensation for any other reasonably foreseeable damage or loss.
Returns due to a Change of Mind
If there is any reason that you are not satisfied with purchasing Sofihub, you may return the goods to us within 7 days (14 days for online customers) and we will offer a refund or exchange. The goods must be unmarked and in their original condition with both original instructions and packaging. All receipts and dockets must be included. If your payment is via credit/debit card, Sofihub requires you to verify your card/s before any refund request will be accepted and processed. To Verify using one of this option, simply send through a legible copy of the front and back of your credit card, covering the 8 middle digits on the front of the card and the CCV/CVV (3 digit security number located on the reverse). This will need to be accompanied with photo verification (driver’s license, passport etc) Most of our clients choose to take a picture of their cards using a smartphone and email the card copies to us from there.
If freight expenses of any type have been incurred, these are not refundable.
*Note: Refunds on “Change of Mind” purchases do not apply to batteries.
How to return a Sofihub purchased online
All Sofihub returns must be mail, providing the general conditions above are met. Please include a copy of your tax invoice, which you would have received by email upon purchasing the device. If you cannot find it, please contact us and we will resend a copy to you. Refunds will be issued back on to the same payment card which was used to purchase the Sofihub.
The items must be returned by mail at your own expense. Please contact our team at firstname.lastname@example.org for a Return Authority number. All Returns must have such a number. Returns may take up to 21 days to process. We recommend you use a parcel service with a tracking facility in order to see when it has been delivered. Sofihub is not responsible for lost packages. Please note we will not refund the original delivery fee unless products are determined to be faulty under the Australian Consumer Law.