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Return Information

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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:

  1. If your item is faulty and under the warranty period.
  2. What to do if you have found that you have purchased the wrong product and an exchange is needed within the refundable period?
  3. If you have received a DOA (Dead On Arrival) item.

1. If your item is faulty and under the warranty period

Step 1: Send a request to our Tech Support via email (support@i-lan.com.au) or call us on (02) 9838 8899 to request a Return Merchandise Authorization (RMA) form.

Step 2: Complete the RMA form.

Step 3: Pack the faulty item carefully and send along with the RMA form and 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. i-LAN Technology will not be responsible for configuration or compatibility problems, and items are not returnable for these reasons. Every effort will be made to assist you in these situations remotely, but some circumstances may require that the purchaser acquire the services of suitably qualified technicians locally.

Step 4: Send the faulty item to Unit 24, 128 Station Road, Seven Hills, NSW 2147. Please note that we will not be held responsible for any loss or damage to the item incurred during its transportation. 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 working days. If further information is required we may contact you via phone or email.

2. What to do if you have found that you have purchased the wrong product and an exchange is needed within the refundable period?

If the item has been purchased from one of your resellers, please contact the 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 support@i-lan.com.au or call us on (02) 9838 8899 to request a Return/Exchange (RET) form.

Step 2: Complete the RET form.

Step 3: Pack the item carefully with the RMA form, along with your purchase invoice. If you are requesting a refund please also provide your bank details.

Please note: the item must be returned to us in a re-sellable condition, including the item itself, the accessories and the packaging. We reserve a 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 24, 128 Station Road, Seven Hills, NSW 2147.

Step 5: Once we receive your returned item, we will either refund it for the purchase amount or exchange it with another unit.

3. If you have received a DOA (Dead On Arrival) item

If the item has been purchased from one of our resellers, please contact the reseller 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 support@i-lan.com.au 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 RMA 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 Return Paid Label, stick it on the box then send the item back to us through Australia Post. Once we receive the faulty item, we will send you a new unit. Please ensure the DOA item is well packed with all the accessories and ready to be picked up at the time and place you have indicated on your RMA form. We reserve the right to charge a 10-50% restocking fee if any of these have not been returned in a satisfactory condition as determined by us.