Return Information
Return Information
Before you consider returning your DrayTek purchase, please carefully read our Terms & Conditions and our Return policy below. Please refer to the scenario most applicable to you:
- If your item is faulty and under the 2 year warranty period.
- If within 14 days of purchase you wish for a refund, or found that you have purchased the wrong product.
- If you have received a DOA (Dead On Arrival) item.
01. If your item is faulty and under the warranty period
Step 1: Send a request to our Tech Support via email or call us on (02) 9838 8899 to request a RA (Return Authorisation) form.
Step 2: Complete the RA form.
Step 3: Pack the faulty item carefully and send it with RA form, along with a copy of the purchase invoice that can prove the item is still within the warranty period.
Please note: we reserve the right to return the faulty item if it is not covered under the warranty period, or there is incorrect/insufficient information to prove that it is covered under the warranty period.
Step 4: Send the faulty unit back to Unit 10, 128 Station Road, Seven Hills, NSW 2147. Please note: we will not be held responsible for any loss or damage to the item incurred during its postage. We highly recommend you send items via registered mail.
Step 5: Once we receive it, your item will be placed in a service queue. The estimated turnaround time for service items is roughly 5-7 working days. If we require any further information or time to resolve the fault, we will contact you via phone or email.
02. If within 14 days of purchase you wish for a refund, or found that you have purchased the wrong product
If the item has not been purchased directly from us, please contact your seller and explain your situation to them. If it has been purchased directly from us, please take the following steps.
Step 1: Contact our Tech Support via email or call us on (02) 9838 8899 to request a Return/Exchange form.
Step 2: Complete the Return/Exchange form.
Step 3: Pack the item carefully with the Return/Exchange form, along with your purchase invoice. If you are requesting a refund please also provide the bank details for the account you wish to have your refund deposited into.
Please note: the item must be returned to us in re-sellable condition, including the item itself, the accessories and the packaging. We reserve right to charge a 10-50% restocking fee if any of these have not been returned in a satisfactory condition, as determined by us.
Step 4: Post the item to Unit 10, 128 Station Road, Seven Hills, NSW 2147.
Step 5: Once we receive your item, we will either refund it for the purchase amount or exchange it with another unit.
03. If you have received a DOA (Dead On Arrival) item
If the item has not been purchased directly from us, please contact your original supplier and explain your situation to them. If it has been purchased directly from us please take the following steps:
Step 1: Contact our Tech Support via Email or call us on (02) 9838 8899 to request a DoA Return form.
Step 2: Complete the DoA Refund form and indicate when the most convenient date and time is for your DoA item to be picked up.
Step 3: Email or fax the form back to us.
Step 4: Once we receive the form, we will send you a new unit and organise for a courier to pick up the DoA item. Please ensure the DoA unit is well packed and ready to be picked up at the time and place you have indicated on your DoA return form.