Purchase & Return Policy

Purchase of Products

In using the Purchase Services to purchase the Product through the Website, you will agree to the payment of the purchase price listed on the Website for the Product (the ‘Purchase Price’).

Payment of the Purchase Price may be made through our shopping cart and Pay with Mastercard, Visa, American Express, After Pay, Paypal and ZIP Pay (the ‘Payment Gateway Providers’).
In using the Purchase Services, you warrant that you have familiarised yourself with, and agree to be bound by, the applicable Terms and Conditions of Use, Privacy Policy and other relevant legal documentation provided by the Payment Gateway Providers.

In the event that Imilab Shop does not receive full payment for a placed order (within 7 days), Imilab reserves the right to cancel the order and refund any payments made by the buyer.

Following payment of the Purchase Price being confirmed by Imilab Shop, you will be issued with a receipt to confirm that the payment has been received and Imilab may record your purchase details for future use.

Imilab Shop may, at their sole discretion, provide a refund on the return of the Products within 30 days where the Product packaging is unopened and remains in a saleable condition. You acknowledge and agree that you are liable for any postage and shipping costs associated with any refund pursuant to this clause.

Returns and Refunds

• Before returning a product, customers must apply for a return authorization (RA) from Imilab Sales Team. The RA number should be clearly visible on the packaging. Returns without an RA number will be rejected, except for warranty claims, which require prior approval..
• If a product has a major problem, customers can request a replacement or refund. The refund value will be determined based on factors such as the time since purchase, type of product, intended use, expected lifespan, and tolerance for failure.
• Returns of unopened, non-special-order products with a value less than $5,00 and returned within 5 business days of purchase may not incur a restocking fee. All change-of-mind returns are subject to inspection and final approval by Imilab Technology Company. The credit or refund provided will be based on the original purchase price or the current selling price, whichever is lower.
• Returns of products that have been opened, damaged, modified, tampered with, or had manufacturer labels removed will not be accepted. Opened goods are subject to testing and approval, which may require additional processing time. Returns of software or games are generally not accepted unless for a warranty claim.
• If the received products do not match the order, customers should inform Imilab Technology Company within 24 hours of delivery without opening or using the products. Opening or using the products will be considered acceptable, and returns will not be accepted. Non-retail boxed items may be packed in reused packaging materials for protection.
• Imilab Shop may, at their sole discretion, provide a refund on the return of the Products within 30 days where the Product packaging is unopened and remains in a saleable condition. You acknowledge and agree that you are liable for any postage and shipping costs associated with any refund pursuant to this clause.
• No credit or refund will be given for price differences on ordered items due to price drops after processing and shipping. Prices of computer parts are subject to fluctuations beyond Imilab Technology’s control.
• Imilab Technology Company retains ownership of any extra or incorrect goods shipped due to their error. They will arrange additional shipments to recover these goods at their own cost.
• Imilab Online Shop may, at their sole discretion, provide a refund on the return of the Products within 30 days where the Product packaging is unopened and remains in a saleable condition. You acknowledge and agree that you are liable for any postage and shipping costs associated with any refund pursuant to this clause.
• No-Fault Found Charge
  A service fee of up to A$129 may be applied if the product is tested, and no fault is found. Shipping costs may also apply.
• Change Of Mind Charge
  A 20% restocking fee may apply if there is a change of mind, or the customer no longer wants the purchased product or item purchased.
• Right of refusal for the return or exchange of products is at the discretion of Imilab Technology Company Pty.Ltd , except where the Trade Practices Act of Australia makes allowance. Restocking fee of up to 20% plus freight cost may apply to no-fault return.

Returns and Repairs

If you are experiencing issues with your product, please refer to our Help Centre first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, please contact our Support team.

After contacting our Support team, we will do our upmost to resolve your issue, we will offer trouble shooting advice were possible and we believe this to be the most likely option to resolve your issue.

As an online retailer, shop.imilab.net.au do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our support team with as much information as possible (including photos and/or videos) to ensure your product fault can be identified and diagnosed promptly, and so that we can resolve your issue.

Item Return
If necessary your item may need to be returned. Smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process.

Technical Assessment
Your item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.
Please note: Some highly technical products such as Smart Watches may take up to 20 business days to assess and repair, however you will of course be notified if we expect the total repair time to exceed 10 business days.

Repair or Replacement
We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary. Depending on the nature of the fault, you may be entitled to a refund or a replacement.