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Returns & Refunds

Thank You for shopping with us!

Here at OneTapWireless we want you to be totally satisfied with our products and service. In the rare event that you are not satisfied with your purchase, please refer to the following returns & refunds options.

1.0 Faulty Product Claims
2.0 Change of Mind Policy 
3.0 Return Terms & Guidelines 
 
1.0 Faulty Product Claims 
If we have delivered incorrect items, or the items you have received are faulty (when ordered correctly) please contact us within 30 calendar days of your receipt to discuss further. We reserve the right to decline an exchange, refund or repair where any product fault is due to misuse or neglect. Always retain your product and do not dispose of the item so that we can assess your claim.
 
How to make a Faulty Product Claim?
We have a 3 stage process as follows:
 
Stage 1: Trouble Shooting
Please send your full name, order number, relevant contact information and a brief description of your claim to customercare@onetapwireless.com.au within 30 calendar days of purchase to discuss further. In some cases, our IT troubleshooting tips may be able to resolve the issue, if not we have to request more information from you and advance your claim to the below stages. 
 
Stage 2: Photo/Video Assessment 
At this stage we require you to provide our team with photos/video of your product clearly showing the fault. Details of this stage are as follows;
  • Your product will be assessed for faulty materials or workmanship.
  • Our team will assess your claim as soon as we can, but no longer than 14 business days. 
  • If your claim is successful, we will provide you with a replacement product. 
  • We reserve the right to decline your claim where product misuse or neglect is evident.

Due to the technicality of our product, we may request a physical assessment of your your product. In this situation your claim will advance to our Stage 3, Physical Assessment. Please note if a valid photo/video proving your product is faulty is not sent through with 30 calendar days of purchase, you will not be eligible for a return or refund.

Stage 3: Physical Assessment 

This stage requires your product to be returned to our warehouse for a physical assessment of the fault. Details of this stage are as follows;

  • Your product will be assessed for faulty materials or workmanship.
  • Our team will assess your claim as soon as we can, but no longer than 14 business days. 
  • If your claim is successful, we will provide you with a replacement product. 
  • We reserve the right to decline your claim where product misuse or neglect is evident.

2.0 Change of Mind Policy 

If you have changed your mind concerning your purchase, and your product has not been shipped you can request a refund under the following conditions.

Stage 1: Change of Mind Before Shipment 

  • Contact us within 7 days of purchase requesting your refund.
  • Our team will liaise with our logistics department to check if your order has been shipped. 
  • Once we confirm your order has not been shipped, we will issue you a full refund to the same payment method used at purchase. 

If your product has already been shipped please refer to Stage 2

Stage 2: Change of Mind After Shipment 

If you have changed your mind concerning your purchase, and your product has been shipped you can request a refund under the following conditions.

  • Contact us within 30 calendar days of purchase for a refund excluding shipping costs. 
  • We will send you a return form with a return shipping address and related information.

To qualify under our Change of Mind Policy, your purchase must be unused and in the same condition that you received it, including all original packaging and accompanying material. The products must be sealed.

We will only provide a refund to you when we have received your product/s. You will be responsible for all return shipping costs including a track-able shipping code. Return of the product remains your sole responsibility and risk. We accept no responsibility for items damaged or lost in the return transit. You will not be refunded any original shipping costs.

3.0 Return Terms and Guidelines 
If the product is damaged in any way and you have initiated the return after 30 calendar days from purchase have passed, you will not be eligible for a refund. Further to this, if a valid photo/video proving your product is faulty is not sent through with 30 calendar days of purchase, you will not be eligible for a return or refund.
 
We reserve the right to decline your claim where product misuse or neglect is evident.
 
If anything is unclear or you have more questions, feel free to contact our customer support team on our contact us page and we will get back to you within 3 working days.