General Shipping Information
WaveMonkey accepts orders from both Australian and New Zealand Customers. For New Zealand Customer acceptance of orders is subject to applicable Australian Laws. Shipping Costs are determined during the checkout process when you make your shipping selection. You need to provide your postcode and country in order for WaveMonkey to calculate your shipping costs. The shipping costs are calculated live by submitting your postcode and country details that you supply along with the weight of your items in your shopping cart to Australia Post which in turn calculates the exact shipping costs and returns the value back to WaveMonkey in real time. Availability refers to the amount of time needed before WaveMonkey can ship your order out. Orders are usually shipped within the availability period using Australia Post mail services and FastWay couriers, however there are times when this is not possible. For example, when a product is on back order and a supplier is out of stock. In this case, orders are not shipped until more stock is available, in these circumstances the Customer will be contacted and advised appropriately by WaveMonkey. There are also many times when orders are shipped early, such as when WaveMonkey has stock of all the items in your shopping cart. In this case, orders are shipped either the same day or the next business day. Once an order has been passed onto a carrier service, the Customer fully accepts responsibility for any orders lost, stolen or damaged. WaveMonkey will, when possible, keep receipts and tracking numbers to help you locate a lost order. If insurance is undertaken before shipping, the Customer can make any claims to the carrier company directly for any lost, stolen or damaged goods.
Refunds & Returns
Unless specified otherwise, WaveMonkey warrants to the Customer that WaveMonkey supplied products, will be free from defects in materials and workmanship affecting normal use.
All products are guaranteed by a Manufacturer Warranty (“Standard Warranty”). This Manufacturer Warranty does not cover damage, fault, failure or malfunction due to external causes, including accident, abuse, misuse, usage and/or storage and/or installation not in accordance with the Product instructions, failure to perform required preventative maintenance, normal wear and tear, act of God, fire, flood, war, act of violence or any similar occurrence.
If the product shipment is not insured, the customer accepts the risk of loss or damage during shipment and transportation.
30-day money back guarantee
If you are not satisfied with your purchase, we offer an unconditional return policy for 30 days from the time you receive your package. Simply return the item in its original, unused condition, including all original tags, within 30 days for a merchandise credit or a full refund. Items are not to be returned after “field testing.” If for any reason you are dissatisfied with your purchase, return it in new condition as instructed. No refund is provided for return shipping charges. Please note that custom made goods and special order items may incur additional charges as per their specific refund policies.
Refund Policy
We will accept returns for any reason. If you are returning an item that you do not like, that does not fit, or you do not want for any other reason, please ship it back according to the return instructions on your invoice. Please note that we do not credit for shipping and handling.
Exchange Policy
Due to our rapidly changing inventory, we unfortunately cannot process exchanges from our online store. If you would like a different item or size, please place a new order on our website and return your original merchandise as per the instructions below. This is the best way to insure you receive the product you like.
All products returned MUST be in “as new” condition, 100 percent complete and contain ALL original manufacturer boxes and packing materials, all manuals, blank warranty cards, accessories and any other documentation included with the original shipment. This means that “field tested” items do not qualift for return/exchange. Any variance from these conditions could result in delay or forfeiture of your refund or credit. WaveMonkey reserves the right to refuse refund or exchange of any item that is not returned in the original packaging nor deemed as being not in “as new” condition.
Shipping charges on returned items are the customers responsibility; WaveMonkey will only cover the shipping cost of the returned item if the wrong item was sent to the customer. WaveMonkey will not pay for shipping for the replacement of non-faulty or non-defective items and the customer will arrange and pay for this service. WaveMonkey will pay for shipping on the replacement of all warranty items.
If the customer requests that the new product be shipped prior to WaveMonkey receiving the product to be exchanged, WaveMonkey will invoice the customer for the new product, and this must be paid prior to shipment. Upon receipt of the original product, WaveMonkey will credit your WaveMonkey account or refund to the bank account provided by you (customer).
Neoprene Goods
Materials and workmanship are covered against defect for a period of 90 days following delivery. Wear and tear from environmental exposure is not covered under this policy.
Custom Goods
Materials and workmanship are covered against defect for a period of 1 year following delivery. Wear and tear due to environmental exposure is not covered under this policy. WaveMonkey endeavors to provide the highest quality product available but is not responsible for measurements or changes in configuration provided by the customer. Please ensure you are confident with your dimensions and configuration prior to completing your order. Return of custom goods for reasons other than materials and workmanship, will incur a 70% charge, with postage and handling to be paid by the customer.
All Other Goods
Materials and workmanship are covered against defect for a period of 1 year following delivery. Wear and tear due to environmental exposure is not covered under this policy.
Refused Shipments
If you order an item, then refuse it when delivery is attempted, the shipping cost will be deducted from your return credit. An item is considered “refused” when you do not open the box and the carrier returns the item to us at no cost to you.
Special-order items
Special-order items that are not listed in our web catalog are subject to a 10% return fee and shipping charges. The shipping charges deducted from your return credit typically amount to $5-10. You also pay return shipping charges. Before you special-order an item, we can tell you exactly what the shipping charges will be on returned special-order items.
Delays and back orders
If we are unable ship part or all of your order within 14 days of receiving it, we will notify you with an estimated shipping date. You may then choose to wait for the product to become available or cancel your backorder for a full refund of the backordered product value.