Return Policy for Highrisez
At Highrisez, we are committed to providing high-quality camera products and ensuring customer satisfaction. However, we understand that there may be instances where you need to return a product. This return policy outlines the process, conditions, and timelines for returning items purchased from Highrisez, so you can shop with confidence.
1. Eligibility for Returns
1.1 Timeframe for Returns
We offer a 30-day return window from the date of receipt of your order. If 30 days have passed since you received the item, we cannot offer you a refund or exchange. Please ensure that your return request is initiated within this timeframe.
1.2 Condition of Returned Items
To be eligible for a return, the product must meet the following conditions:
- Unopened and in Original Condition: The item must be unused, in the same condition that you received it, and in its original packaging.
- All Accessories Included: All original accessories, manuals, and documentation must be included in the return.
- No Damage: The product should not show any signs of physical damage or mishandling.
If the returned item is not in its original condition, damaged, or missing parts for reasons not due to our error, we reserve the right to refuse the refund or deduct an appropriate amount from the refund.
1.3 Non-returnable Items
Certain items are exempt from being returned, including:
- Gift cards
- Downloadable software products
- Items that were marked as “final sale” or “non-returnable” during purchase
2. Return Process
2.1 Initiating a Return
To initiate a return, you must first contact our customer service team within the 30-day return window. You can reach us through the following channels:
- Email: support@highrisez.com
- Phone: +61 (07) 4505 9726
Please provide the following details when you contact us:
- Order number
- The reason for your return
- Photos or videos of the product, if the return is due to damage or defect
Once your return is approved, our customer service team will provide further instructions on how to return the product.
2.2 Packing and Shipping Your Return
Please ensure the item is properly packaged to prevent damage during transit. When shipping your return, you should use a trackable shipping service and consider purchasing shipping insurance. We are not responsible for returned items that are lost or damaged during transit.
2.3 Return Address
All returns should be sent to the following address:
Highrisez Returns
4 Wynyard Street
Singleton, Australia
3. Refunds and Exchanges
3.1 Inspection and Approval
Once your returned item is received and inspected, we will notify you of the status of your return. We aim to complete this process within 5-7 business days of receiving the returned item.
If the product is deemed eligible for a refund, it will be processed, and a credit will automatically be applied to your original method of payment within 7-14 business days.
3.2 Exchanges
If you would like to exchange an item for a different product or variation (e.g., a different model or color), please indicate this during your return request. Exchanges are subject to availability. If the item you wish to exchange is not available, you may opt for a refund or choose another product of equivalent value.
3.3 Partial Refunds
In certain situations, only partial refunds will be granted:
- Products that are returned after the 30-day window but within a reasonable period may be eligible for a partial refund, at our discretion.
- Items that are not in their original condition, damaged, or missing parts not due to our error may also be subject to a partial refund.
4. Return Shipping Costs
4.1 Customer Responsibility
Customers are responsible for paying the shipping costs associated with returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in the refund amount.
4.2 Damaged or Defective Products
If the product you received was damaged or defective upon arrival, Highrisez will cover the return shipping costs. Please provide photographic evidence of the damage or defect when you contact our customer service team.
4.3 Refused or Undeliverable Packages
In the event that a package is refused upon delivery or is undeliverable due to incorrect shipping information provided by the customer, the customer will be responsible for any return shipping fees.
5. Refund Processing Time
5.1 Payment Method
Refunds will be processed to the original payment method used for the purchase. If you used a credit card or PayPal, refunds will be credited back to your account.
5.2 Processing Timeline
Please allow 7-14 business days from the time we receive your return for the refund to appear in your account. Processing times may vary depending on your payment provider.
If you do not receive your refund within the stated time, please first check your bank or credit card account again. If the refund is still not visible, contact your bank or payment provider for further details. If you have completed these steps and still have not received your refund, please contact us at support@highrisez.com for assistance.
6. Order Cancellations
6.1 Before Shipping
If you wish to cancel your order, please contact us as soon as possible. Orders that have not yet shipped can be canceled without penalty. To cancel an order, contact us at:
- Email: support@highrisez.com
- Phone: +61 (07) 4505 9726
6.2 After Shipping
If your order has already been shipped, it cannot be canceled. However, you can return the item under the conditions outlined in this return policy once it has been delivered.
7. Contact Information
If you have any questions about our return policy or require further assistance, please don’t hesitate to contact us:
- Email: support@highrisez.com
- Phone: +61 (07) 4505 9726
- Address: 4 Wynyard Street, Singleton, Australia
We are dedicated to making your shopping experience at Highrisez smooth and hassle-free, and we strive to resolve any issues promptly and fairly.