RETURNS POLICY
WARRANTY
All products stocked by Mod Squad are new, authentic and sourced from official suppliers.
Please read the Warranty section of our Terms & Conditions to understand your rights.
Mod Squad does not provide warranty coverage for third-party sellers on eBay, Amazon, Gumtree etc. Contact your seller for warranty information.
Troubleshooting
Before requesting a warranty return, view the Conditions, FAQ and Support tabs on the product page of your purchased product for requirements, troubleshooting, and links to manuals, guides, faqs, software & manufacturer support forums.
The manufacturer can diagnose and resolve common issues quickly and easily, as well as identify problems with devices connected to your product that could cause the product to not work as intended. We encourage you to seek technical support via the links provided on each product page’s Support tab. If problems persist, contact us for further assistance and we’ll verify if a Warranty Claim is required, or if another remedy is available.
Warranty Returns
Warranty returns are available for faulty products within the Warranty period, or within 30 days of receiving a product that is not what was ordered.
Warranty returns will not be accepted until all troubleshooting options have been exhausted with Mod Squad, the manufacturer, or their service agent, and a minor or major fault has been identified.
To initiate a Warranty Claim within the Warranty Period, contact us with the order number and transaction ID from the payment gateway used to purchase your order.
Warranty returns are to be shipped to –
MODSQUAD.COM.AU
(c/o Warranty Returns)
PO Box 11
Mount Gravatt QLD 4122
Do not ship a warranty return without initiating a Warranty Claim with Mod Squad or it will be returned at the customer’s expense. If return postage is not paid by the customer within 30 days of being received by us, the product will be considered abandoned and be disposed.
Warranty returns must be (1) securely packed, (2) a tracked and insured delivery service used, (3) shipped at the customer’s expense and (4) a tracking number provided to Mod Squad for a return to be accepted. Compensation will not be provided for items lost or damaged in transit.
Mod Squad will inspect, test and discuss all Warranty returns with the manufacturer to assess a Warranty Claim. This process typically takes less than a week to resolve.
If (1) the product is found to be working, (2) the fault/damage is due to misuse, neglect or reasonable wear and tear, or (3) the product was not purchased direct from Mod Squad (e.g. serial number mismatch, product is not stocked), a Warranty Claim will not be approved and may incur a $50 testing & inspection labour fee. A redelivery fee will be charged to the customer to have the items returned.
If a Warranty Claim is approved and the product fault is minor, a repair or replacement of the defective product, or part thereof, will be provided at no cost. If a repair is not possible due to a major fault, your choice of a replacement or refund will be provided, including return shipping costs. If we have shipped a product that is not what you ordered, return shipping costs will be refunded. Testing & inspection labour fees are not charged for approved Warranty Claims.
Approved refund payments will be transferred only to the account used to submit an order. We make every attempt to process the refund as quickly as possible, but our payment processor can take up to 20 days for the refund to reflect in the customer’s account.
CHANGE OF MIND
We are not required by Australian consumer law to provide a refund or replacement if you change your mind. We want you to be happy with your order, however consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like it, or had no use for it.
If you have questions about product functionality or suitability for your gaming setup or scenario, detailed information is provided on every product page and expert Mod Squad support is available via live chat, email and social media to help you to make an informed decision before purchase.
A Change of Mind refund may be offered at our sole discretion within 7 days of purchase if (1) the order number and transaction ID is provided, (2) the packaging remains sealed, and (3) the product is unused, undamaged and in a saleable condition.
All Change of Mind returns will be inspected and tested before a refund is provided. Products or packaging found to be opened, used or damaged are not eligible for a refund and will be returned at the customer’s expense.
A restocking fee of 20% applies to all approved refunds. Shipping costs and payment gateway transaction fees (Stripe 2%, PayPal 3% of total) are non-refundable.
Contact us if you’d like to request a change of mind return. We cannot guarantee a refund, but we will do our best to help.
Change of mind returns are to be shipped to –
MODSQUAD.COM.AU
(c/o Refund Returns)
PO Box 11
Mount Gravatt QLD 4122
Do not ship a change of mind return without an approved refund request from Mod Squad or it will be returned at the customer’s expense. If return postage is not paid by the customer within 30 days of being received by us, the product will be considered abandoned and be disposed.
Change of mind returns must be (1) securely packed, (2) a tracked and insured delivery service used, (3) shipped at the customer’s expense and (4) a tracking number provided to Mod Squad for a return to be accepted. Compensation is not provided for items lost or damaged in transit.
Mod Squad will inspect all change of mind returns. If an item is found to be opened, used or damaged, or was not purchased from Mod Squad (e.g. serial number mismatch, product is not stocked), it will not qualify for a refund and will incur a $50 testing & inspection labour fee. A redelivery fee will be charged to the customer to have the items returned.
Approved refund payments will be transferred only to the account used to submit an order. We make every attempt to process the refund as quickly as possible, but our payment processor can take up to 20 days for the refund to reflect in the customer’s account.
