SLIDR's refund and returns policy distinguishes between: voluntary change-of-mind returns; mandatory consumer cancellation rights in jurisdictions where they apply; and rights concerning faulty, damaged, unsafe or misdescribed products.
Nothing in this policy removes rights that cannot legally be excluded.
1. Australian change-of-mind purchases
SLIDR does not offer voluntary change-of-mind returns where the product is not faulty and applicable law does not require such a return.
For example, we do not ordinarily provide a refund merely because a customer:
- changed their mind;
- chose the wrong colour;
- no longer wants the product;
- found another product they prefer; or
- decided after purchase that they do not need the camera.
Australian businesses generally do not have to provide a refund simply because a consumer changed their mind, although mandatory consumer guarantees continue to apply where there is a problem with the product.
2. UK and EU change-of-mind rights
Different mandatory rules apply to qualifying online purchases by consumers in the United Kingdom and European Union.
European Union
Qualifying EU consumers purchasing online generally have a 14-day right of withdrawal after delivery without needing to provide a reason.
United Kingdom
Qualifying UK distance-sale consumers generally have 14 days after receiving the goods to tell the seller that they want to cancel, followed by another 14 days to return the goods.
Where these statutory rights apply, SLIDR will honour them regardless of the general no-change-of-mind policy above.
3. Cost of statutory change-of-mind returns
Where applicable UK or EU law permits the consumer to bear the direct cost of returning goods following a change-of-mind cancellation, the customer is responsible for that cost provided we have informed them of that obligation as required.
For EU distance sales, official consumer guidance states that consumers generally pay the cost of returning goods during the cooling-off period unless the seller agreed to pay it or failed to provide the required information beforehand.
This rule is different from defective-product returns.
4. Handling during a statutory cooling-off period
Where statutory cancellation rights apply, you may inspect the camera to the extent reasonably necessary to establish its nature, characteristics and functioning.
Where applicable law permits it, SLIDR may account for diminished value caused by handling beyond what is reasonably necessary to inspect the product.
This does not affect your rights where the product itself is faulty or non-conforming.
5. Faulty, damaged or misdescribed products
Contact us if your camera is:
- faulty;
- materially damaged before delivery;
- not of acceptable quality where applicable law requires it;
- materially different from its description;
- missing a promised component;
- the wrong product;
- unsafe; or
- otherwise non-compliant with mandatory consumer guarantees.
Email: info@slidrcam.com
Include your order number and a description of the issue. We may request reasonable photographs or video where this will assist diagnosis.
6. Australian Consumer Law
Products sold to Australian consumers come with automatic consumer guarantees under the Australian Consumer Law.
Where those guarantees are not met, a consumer may be entitled to a repair, replacement, refund or other remedy depending on whether the failure is major or minor and the circumstances.
These rights:
- exist automatically;
- are separate from voluntary warranties;
- cannot simply be removed through store terms; and
- do not expire merely because a fixed store warranty period has ended.
The ACCC states that consumer guarantee rights can continue beyond a manufacturer's or voluntary warranty and do not have a single fixed expiry period.
SLIDR does not offer a separate fixed-term commercial product warranty. Australian consumers instead retain all consumer-guarantee rights available under law.
7. Major failures in Australia
Where a product has a major failure under the Australian Consumer Law, the consumer may generally be entitled to choose a refund or replacement.
A failure may be major in circumstances defined by applicable consumer law, including where the product would not have been purchased by a reasonable consumer had they known about the problem, is substantially unfit for its normal purpose and cannot easily be fixed, or is unsafe.
8. Minor failures in Australia
Where the failure is not major, SLIDR may generally be entitled to provide an appropriate remedy within a reasonable time, consistent with Australian Consumer Law.
If the problem cannot be remedied within a reasonable time, further rights may arise.
9. International statutory rights
Customers outside Australia may have mandatory consumer protections under their local laws.
Nothing in this policy excludes a right or remedy that applicable law says cannot be excluded.
EU customers may also have mandatory legal-guarantee rights concerning non-conforming products. Official EU guidance provides for a minimum two-year legal guarantee for qualifying consumer goods.
10. Return shipping for faulty products
Where applicable law requires SLIDR to bear the reasonable cost of returning a defective or non-conforming product, SLIDR will do so.
This includes applicable EU defective-goods rights, where official guidance states that the trader is responsible for the return cost of defective goods.
Do not independently send a faulty product internationally before contacting us unless we instruct you to do so.
11. Return destination
Approved returns may be directed to an international returns facility, which may be operated by our supplier or fulfilment partner.
The return address will be provided after the return is authorised.
Do not send a product to the SLIDR business address unless we specifically instruct you to do so.
12. No colour exchanges
SLIDR does not offer voluntary colour exchanges.
If applicable law gives you a cancellation right, you may exercise that right and place a separate order for another colour.
This restriction does not limit remedies for a product that is faulty or where the wrong colour was supplied by SLIDR.
13. Customer-caused damage
Mandatory defect remedies generally do not apply to problems caused solely by:
- accidental damage after delivery;
- misuse;
- liquid exposure outside any stated product rating;
- unauthorised modification;
- improper charging equipment;
- crushing or impact;
- improper storage;
- incompatible third-party accessories; or
- failure to follow reasonable operating instructions.
This clause does not apply where an underlying product defect contributed to the problem or where liability cannot legally be excluded.
14. TF cards and third-party accessories
A TF card is not included with the camera unless expressly stated otherwise on the applicable product page.
The documented supported capacity is up to 32GB.
A USB-C card reader or phone-transfer adapter is also not included unless expressly stated as included at the time of purchase.
SLIDR does not guarantee compatibility with every third-party card, reader, phone or computer.
15. Refund processing
Once a refund has been approved and all conditions required by applicable law have been satisfied, SLIDR aims to initiate the refund within 10 business days, or sooner where applicable law requires a shorter period.
The payment provider or financial institution may require additional time before the refunded amount appears in your account.
For qualifying UK distance cancellations, applicable rules generally require the refund within 14 days after SLIDR receives the returned goods or appropriate evidence of their return.
16. Refund method
Refunds are ordinarily issued to the original payment method.
We may use another method where:
- the original payment method cannot receive the refund;
- applicable law permits it; and
- an alternative arrangement is agreed.
17. Order cancellations before fulfilment
You may request cancellation before fulfilment begins.
Contact: info@slidrcam.com
We will attempt to cancel the order where operationally possible. Cancellation is not guaranteed merely because a request was submitted.
18. Orders already in fulfilment
Once an order has entered fulfilment or has shipped, SLIDR may be unable to stop it.
In that case, the order cannot ordinarily be cancelled through SLIDR's fulfilment system and the customer must wait for delivery and use any return or cancellation rights available under this policy or applicable law.
Mandatory UK/EU cancellation rights remain unaffected where they apply.
19. Wrong addresses
If the customer supplies an incorrect address and the parcel has not yet entered fulfilment, we will make reasonable efforts to correct it.
Once the parcel has entered fulfilment or shipped, we cannot guarantee redirection.
If the parcel is delivered to the address supplied by the customer and cannot be recovered, SLIDR does not ordinarily provide a replacement or refund unless applicable law requires otherwise.
20. Fraudulent claims
SLIDR may investigate suspected:
- return fraud;
- product substitution;
- fabricated damage claims;
- chargeback abuse;
- falsified evidence; or
- deliberate damage.
We may refuse voluntary remedies where there is reasonable evidence of fraud.
This does not permit us to refuse mandatory statutory rights.
21. Contact
Returns and refund enquiries:
SLIDR
117 Bungarribee Road
Blacktown NSW 2148
Australia
Email: info@slidrcam.com
Phone: +61 412 929 569