Warranty, Returns, Refund and Support Policy

Refund rights under both State and Commonwealth law apply

• SecureDrive products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or a replacement.
• Contact us at info@securedrive.com.au

Return Merchandise Authorisation (RMA) Procedure

• SecureDrive offers a ‘replacement without return’ service for government and corporate bodies. This is where your government or organisation is reluctant or can not return hardware devices due to your organisations policies around data security. In this case, we ask for a proof of destruction and we will replace the failed device.
• Prior to returning any product to SecureDrive, a Return Merchandise Authorisation (RMA) form must be completed and sent to SecureDrive.
• Dead On Arrival (DOA) period is 14 days from date of delivery from customer to end-user. Proof of sale from customer to end-user will need to be supplied in order to validate replacement.
• SecureDrive will replace all complete DOA units with complete new stock.
• Customer will return to SecureDrive DOA goods complete with all components, cables, software, media and packaging. SecureDrive will notify customer within 48 hours from receipt of DOA goods, of any missing components and customer will instruct SecureDrive to either disregard or charge for all such missing components.
• Broken (physically damaged) or scratched goods cannot be treated as DOA unless proof that it arrived in this condition from supplier is given in accordance with SecureDrive’s standard Terms and Conditions. SecureDrive will notify customer within 48 hours from receipt of DOA goods, of any damaged components and customer will instruct SecureDrive to either disregard or charge for replacement of all such damaged components.
• After 14 days from date of receipt of iStorage product from customer to end-user goods will be repaired only.
• Units for repair will only have the faulty part repaired/replaced.
• Incomplete goods sent to SecureDrive outside of DOA period will not be made good to re-stocking quality. That is, missing items e.g. software, media, cables, packaging will not be replaced unless specifically requested by customer in which case SecureDrive will charge customer for all such items.
• Any attempt made by customer to repair an iStorage product will result in the warranty being invalidated.
• SecureDrive do not supply free of charge accessories/consumables to customers, either to make good or for customer’s stock purposes.
• No customer will have an open RMA number.
• Customer must identify which product is for repair and which is to be replaced as DOA when completing an RMA form.
• All RMA forms must be filled in correctly. Fault descriptions such as “Faulty” will not be accepted and will result in delays.
• Customer will arrange to send faulty products to SecureDrive; SecureDrive will arrange to send repaired/replaced products back to customer.
• Product returns for credit need to be approved by a SecureDrive Account Manager and authorised by the General Manager. An RMA number will be issued once the SecureDrive Account manager has authorised the return for credit.
• SecureDrive will charge for parts and labour for any product returned outside of the warranty period.
• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• Contact us at info@securedrive.com.au