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SGF Terms & Conditions (TOS)

NOTICE OF CHANGES TO THIS PRIVACY POLICY

We reserve the right to change this privacy policy at any time. However, if any changes do occur, we will publish the changes to our web site and post a notice on the home page that a new privacy policy has been implemented. We will also take reasonable steps to contact you personally to let you know of the new changes. Should the company be bought or sold to someone else, we will take reasonable steps to notify you personally. You will then be given the option to keep your account open or to terminate.

General

Privacy Policy - Safe, Secure Online Shopping

Scottgfraser, (hereinafter SGF), values the privacy of our visitors and customers and takes every known precaution to safe guard the information we collect from unauthorized use.

Important Conditions To Be Aware of Before Placing an Order

Small Print All Customers Need To Read!

Here are some of the most important parts of our terms and policies that you should be aware of before you place orders:
SGF sends goods to you from our site and suppliers world wide. As such, you (or the consignee) are IMPORTING goods to your Country. In many countries this means you will be liable for import duties and other taxes. It's YOUR responsibility to find out about this, and YOUR responsibility to pay the taxes and or charges on receipt of the items. Taxes here and customs issues here.

We cannot deliver to PO boxes, APO addresses, or certain remote areas. We reserve the right to refuse, cancel, and refund any orders where we deem the address to be undeliverable.

You need a valid phone number on your account. You MUST provide a valid phone number for the courier to use. IF a valid phone is not supplied SGF has no Liability for lost or incorrect deliveries.

Under the terms of the warranty, if a product arrives broken or develops a fault during the warranty period, you are responsible for the costs of returning it to SGF or nominated manufacture for repair or compensation.

SGF does not accept returns of products which are not faulty. If you order the wrong products by mistake, or order products that cannot work in your country (e.g. wrong GSM type for cell phones, DVB-T to unsupported countries, PAL/NTSC to wrong regions) we will not offer a return or exchange after the goods are sent out.

Flashing the firmware on any of our products voids the warranty. Even if the product comes with firmware update features or software, please do not use it. The same goes for opening up the body of a product and breaking the warranty seal.

Take note of the “sensor”, megapixel rating on digital cameras, not the maximum interpolated rating printed on the product or in the manual by the manufacturer.

We strongly recommend you order samples before proceeding with large wholesale orders. As such we may not offer you detailed quantity price breaks until you have successfully placed sample orders.

If you pay for an order and cancel it, or we are offering compensation for a failed delivery or warranty return, we reserve the right to offer "credit against future orders" instead of a cash refund.

Warranty

Summary FAQ (Detailed below)

12 Month Warranty on All SGF Products (Unless otherwise specified in the Exception List)
"Do you have a guarantee or warranty?"

Yes! SGF only chooses to stock the very best quality products from professional manufacturers. The quality is guaranteed.

All products that arrive in the SGF warehouse or nominated departure store are checked for perfect appearance and correct functionality.

Our packing staff checks again, to make sure that the right accessories are included and that the electrical or socket adapters are correct for your country.

Please note in the case of region specific items such as PAL/NTSC TV/Video Color Regions, digital TV, GSM mobile phones etc you are responsible for ordering the correct units and we will send you exactly what you order.
Products are guaranteed for successful delivery, check details here.

Due to our stringent sourcing and QC processes, the fault rate on products shipped out by SGF is very low. However, sometimes faults develop which couldn't be detected before, and we will help you solve these problems to a level far beyond what you will receive from any other Internet based seller.

If you have any difficulties whatsoever with the products, or you are dissatisfied for whatever reason, you can contact us and we will discuss the issue in an open, honest way.

In general, if a product develops a fault during the 365 days since you received it, and the fault is due to a quality issue rather than your own breakage or misuse, we will accept a return.

Customers need to pay the cost of returning faulty products back to the SGF returns address or nominated manufacturer in instructed by Customer Support.

Returns without prior discussion and authorization will not be accepted.

When we receive your authorized return we will repair the product for free and send it back to you for free. Repairing may involve changing parts, for example a faulty screen. In general you will receive back, fixed, the same product you returned to us.

If a repair is impossible we will credit you what you originally paid so you can choose to buy a new one or change to a different item.

We don't believe companies should ignore their customers or try to hide from problems. We will do our best to deal with your enquiries promptly and helpfully.

Exceptions to Warranty

We do not offer warranty or support for products not bought from SGF.

The user voids the warranty if the user flashes the firmware of a device, opens the body in an attempt to fix, or otherwise uses the device in a way that is not considered normal usage.

The warranty does not extend to free repair / replacement in cases to damage to products, accidental breakage, misuse, or wear and tear.

Batteries have a special condition applied to them due to impracticability of applying a 12 month rule

Projector Lamps have a special condition applied due to the fact that lifetime depends on hours of use

RC Toys are not covered for your breakage and internal rechargeable batteries are covered by the general battery warranty limitation

Standard RMA Process

The standard returns process for faulty goods is as follows:

You, the customer, contacts SGF and requests to open a support ticket detailing the original order number, product name, item code, and detailed description of the problem or fault.

SGF will then reply, to propose possible solutions and ask clarification questions.

You can then reply with further details if available. Note you need to reply irrespective you can answer the questions or not.

SGF will then respond authorizing the return (if under warranty), giving you an RMA (return to manufacturer authorization) number, and providing a return slip for enclosing with the returned goods. The returns slip has the returns address to a SGF Facility or nominated manufacturer.

You can then return the goods by normal post using the instructions on the returns slip. SGF suggests that you use resisted post.

Once SGF receives the returned goods and technicians check the products, SGF offers a report to the customer.

If the products are faulty the usual procedure is to initiate a repair immediately and confirm with the customer the address that the repaired goods will be sent back to.

The repaired goods are re-checked by SGF technicians. Most basic repairs are completed within one week.

The repaired goods are packaged securely sent out back to the customer.

NOTE: If the fault is deemed not under warranty conditions we will discuss this in depth with you the customer.


Refunds and Cancellation - SGF Terms and Conditions
FAQ and Summary
Can customers cancel an order?

To cancel orders which have not been paid for, email SGF with the request.

All orders proceed through the site are legally binding and subject to these Terms and Conditions. Please refer to Returns and Refunds section.

However, SGF can accept requests for cancellation in exceptional circumstances (as deemed by SGF) of paid orders. Customers can request cancellation of orders email (support ticket) quoting their order number. SGF will the access the request and notify you accordingly. If accepted SGF reserves the right to charge a restocking fee, deducted, from the resultant refund or credit.

If a customer requests cancellation of an order after the order is in processing (i.e. goods checking and packing) in our warehouse, or after the goods have actually been dispatched from the warehouse into the delivery logistics system, SGF reserves the right to charge a restocking fee, deducted from the resultant refund or credit.

In fact in most cases we will not charge this fee, because we are nice people. If you contact us we will endeavor to work with you not against you!

Does SGF deduct restocking fees on cancelled orders?

Orders will be refunded in full without any deduction of restocking fees in the majority of cases. SGF will assess all requests for cancellation on an individual basis,

If an apparently bona fide order has been placed, and has entered processing in our warehouse, SGF does reserve the right to charge a restocking fee up to 20% of the value of the goods, at our discretion. The most likely instance where this is applicable is where the customer requests a cancellation of the order for reasons beyond SGF’s control, but the goods have already been dispatched from the warehouse and SGF actually incurs costs physically returning packages from the shipping depots back to our warehouse. Another possible instance where we may charge restocking fees is where a customer cancels several processing orders all at the same time.

Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond SGF’s control, and where as a result SGF incurs return shipping charges, import duties and taxes, as well as further domestic shipping expenses.

If the consignee refuses to accept receipt of goods because they have changed their mind about the purchase, or because they do not accept paying their own country's import duties and taxes, or for similar reasons beyond SGF’s control, SGF will deduct from the refund all of the expenses incurred in returning the goods to us. For this reason it is particularly important for customers to be aware of import regulations in their own country.

It is the responsibility of the buyer, not SGF, to find out full information about import regulations and taxes in the consignee's country, in advance of placing a payment for an order.
How does a SGF offer refund to customers for cancelled or returned orders?

The following general conditions apply to refunds made by SGF;

Refunds can be made in the form of credit extended by SGF against future orders.

Refunds can be made using PayPal.

PayPal refunds will be completed within 7 working days of the customer's request or the confirmation of faulty goods. In most cases the refund will actually be completed within 1 working day.

Orders originally paid by bank transfer are not normally refundable by bank transfer. Refunds can be made to a PayPal account, or in the form of credit for new items.
What small print do customers need to be aware of in relation to refunds for returned items?
A full refund of the buyer's original item purchase cost can be made in the case of returned faulty items. This is dependent on the following conditions:

a) The customer has communicated with SGF about the possible fault and received a return slip to authorize the goods return.

b) The goods have been received by SGF with a properly completed returns slip.

c) The items have been confirmed by the SGF technical team as faulty, defective, or unacceptable quality.

d) No open PayPal dispute or chargeback exists on the customer's account.

e) There are no other outstanding bills on the customer's account.

Please note your original shipping fee is not refundable unless items were wrongly delivered, or as otherwise discussed with the support team.
Last Updated: 28 Apr 2010 20:29:11 PDT home  |  about  |  terms  |  contact
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