Shipping & Returns

SHIPPING

Mod Squad ships to Australia only. All orders are processed within 1 business day. Orders received after 2pm will be sent the following business day. We want your products to arrive safely and quickly, so all deliveries are securely packed and tracked. A tracking number will be emailed when the parcel is in the mail.

Shipping rates are updated live from Australia Post. Australia Post offers Extra Cover for full insurance against lost or damaged parcels, as well as Signature on Delivery for peace of mind against theft. Without Extra Cover, Australia Post provides at most $50 compensation and refund of postage costs. Although lost packages are uncommon, Mod Squad encourages customers to purchase Extra Cover insurance.

Ensure the shipping address is correct before placing an order. Contact us immediately if an error is detected – if an order has already been dispatched, we can not amend a shipping address.

If a delivery is 7 days past due, email us at orders@modsquad.com.au with the order number & tracking ID and we will follow it up with Australia Post. Consumer guarantees do not extend to replacing or refunding an item that was posted by Mod Squad and subsequently lost by Australia Post. In the event that an item is lost or damaged in the course of delivery, we will assist with the Australia Post insurance claim.

Please read the Delivery section of our Terms & Conditions to understand your rights.

REFUNDS

We provide detailed information on every product page and we’re available via phone, email and social media channels to help you to make an informed purchasing decision.

We want you to be 100% happy with your purchase, however consumer guarantees do not apply to refunds if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase, or had no use for it.

Please read the Purchase of Products and Returns Policy sections of our Terms & Conditions to understand your rights.

Refund Returns

As a general rule, we do not accept change of mind returns. However a refund may be offered on a case-by-case basis within 7 days of purchase if (1) the order number and/or transaction ID is provided, (2) the packaging remains sealed, and (3) the product is unused, undamaged and in a saleable condition. A restocking fee of 20% applies to all approved refunds. Shipping costs are non-refundable.

Contact us if you’d like to request a refund. We cannot guarantee a refund, but we will do our best to help.

Refund returns are to be shipped to –

MODSQUAD.COM.AU
(c/o Refund Returns)
PO Box 11
Mount Gravatt QLD 4122

Do not ship a refund 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.

Refund 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.

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 be returned at the customer’s expense.

Approved refund payments will be transferred to the PayPal or AfterPay 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.

Warranty

All products stocked by Mod Squad are new, authentic, sourced from official suppliers and carry a 12 month Manufacturer Warranty. Please read the Warranty section of our Terms & Conditions to understand your rights.

Mod Squad does not provide warranty coverage for third-party purchases. Contact your seller for warranty information.

Troubleshooting

Before opening a Warranty Claim, visit the Product Support page for links to manuals, guides, faqs, software and manufacturer support forums.

The manufacturer can diagnose and resolve common issues quickly and easily. Swapping a faulty or power-only USB cable, ensuring hardware is compatible and that the device is receiving enough power will fix most problems.

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 only available for defective products (minor or major hardware faults) 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.

All Warranty returns must have the order number and/or transaction ID and an RMA number. The RMA number is generated and provided to Mod Squad automatically when submitting a Warranty Claim.

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 an approved Warranty Claim 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.

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.

If (1) the product is found to be working, (2) the fault/damage is due to misuse, neglect, mishandling 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 cannot be processed and will incur a $50 testing & inspection labour fee. A re-delivery fee will be charged to the customer to have the items returned.

If a Warranty Claim is approved and a repair or replacement is not possible, a refund may be offered, less 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 to the PayPal or Afterpay 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.

To initiate a Warranty Claim within the Warranty Period, Login to My Account, select an Order and submit a Warranty Claim.