Clock Shop Returns & Product Fault Policy

If for some reason your new product doesn’t live up to your expectations, we are happy to offer either an exchange or a return. Further details and conditions on our exchange and return policies are outlined below.

Did you know?

Most issues we encounter can actually be solved with some simple troubleshooting in the comfort of your own home. To help you, we have an extensive support page with several resources like video tutorials, help articles and FAQs. To view this support page, use the link provided below: 

https://clockshop.freshdesk.com/support/home

This policy applies to:

  • Change of mind (Examples include: Not the product I wanted, I ordered incorrectly, wrong size, doesn’t work/fit for what I wanted to do)
  • Damaged items - Please note: We must be notified of any damage within 48 hours of receipt of goods. If the item/s is a gift, please check the item/s carefully upon receipt of the goods, as damage claims won't be accepted if declared at a later date.
  • Faulty products/Dead on arrival - Please note: It is your responsibility to advise us as soon as you think there is a fault with the product. Carefully inspect the item/s upon receipt of the goods to ensure it is in good condition and working order.

Change of Mind Policy & Procedure:

  1. Submit a ticket here (https://clockshop.freshdesk.com/support/home) within 7 days from the date your item arrived, informing us of your change of mind.
  2. Send item/s and receipt back to us in original packaging. The product must be in brand new condition and not used, tampered/modified in any way. (Please do not send your purchase back to the manufacturer).
  3. A restocking fee will apply to all change of mind returns if you do not have the original packaging. The restocking fee is 20% of the product value, up to a maximum charge of $250.
  4. For exchanges: If there is a difference in price between the two products, we will either refund you the difference (if the new product is of a lesser value) or arrange for you to pay the difference (if the new product is of a greater value). Cost of shipping is not covered by Clock Shop and is at the customer's expense*. Once the balance for your desired order reaches zero we will ship out the new item/s to you. 
  5. For refunds: Once your return is received and inspected by us (usually within 72 hours of receipt), your refund of the cost of the item/s will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. Cost of shipping is non-refundable*. Please note that depending on your financial company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. 

Important note: Please remember that you must take care of the goods you return. Returns will not be accepted if the goods have been damaged by you or in transit back to our warehouse.

Damaged Items Policy & Procedure:

All of our products are quality checked before they are shipped out. If you have receive a damaged item from us upon delivery, please follow the steps below:

  1. Submit a ticket here (https://clockshop.freshdesk.com/support/home) so that we can assist you as soon as possible. Please include photos of the item and a detailed explanation of the issue. Notification of any damage or fault is required within 48 hours of receiving your item/s.
  2. We will then provide you with further information or a return address.
  3. Most problems can be resolved without the product being returned to us, however should we request the product be returned, your item must be returned in original condition and packaging. In the event an independent assessment is required for insurance purposes, all original packaging and parts must remain intact and there must be no missing parts. 
  4. If we ask for the items to be returned, we will supply a prepaid label for the return and upon receipt of the returned item/s, we will check the damage and/or test the product to determine if it is repairable, and we will either repair or replace the item and arrange to have your item/s sent out to you as quickly as possible. It is your responsibility to ensure the product is returned in best possible condition and packaged appropriately so it won’t be damaged further in transit.
  5. Once the item/s have been received at our location, we will check the damage and/or test the product to determine if it is repairable, and we will either repair or replace the item and arrange to have your item/s sent out to you as quickly as possible. Please note: if Clock Shop is required to lodge an insurance claim, you may be asked to submit the item/s with the original packaging to a local freight depot for inspection prior to the return freight. Once all the information for an insurance claim has been confirmed we can then proceed with the repair/replacement. Clock Shop is then responsible for the cost and safe delivery of the item being returned to you.

Important note: Please remember that you must take care of the goods you return. Returns will not be accepted if the goods have been damaged by you or in transit back to our warehouse. If returned item/s are returned and are not damaged, you will be required to pay for all the associated costs including freight of the item/s to and from the Clock Shop.

Faulty Product/Dead on Arrival Policy & Procedure:

A product is considered faulty when there is either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand, is very different from the description, can't be used for its normal purpose, and can’t easily be fixed within a reasonable time. 

If your product is dead on arrival (i.e does not work once you have set up the product) or presents as faulty within 7 days of first use then please read below for the procedure:

  1. Submit a ticket here (https://clockshop.freshdesk.com/support/home) as soon as you discover the issue. Include photos and a detailed explanation of the fault. Most problems can be resolved without sending the product/s back, however we may also request you return the product/s for further inspection and testing.
  2. If we ask for the items to be returned, we will supply a prepaid label for the return and upon receipt of the returned item/s, we will check the damage and/or test the product to determine if it is repairable, and we will either repair or replace the item and arrange to have your item/s sent out to you as quickly as possible. It is your responsibility to ensure the product is returned in best possible condition and packaged appropriately so it won’t be damaged further in transit.
  3. Once the item has been received it will be tested and either repaired or replaced.
  4. The repaired or replacement product will be shipped out to you as soon as possible. Clock Shop is responsible for the cost and safe delivery of the item being returned to you.

Important note: Please remember that you must take care of the goods you return. Returns will not be accepted if the goods have been damaged by you or in transit back to our warehouse. If returned item/s are returned and are not faulty, you will be required to pay for all the associated costs including freight of the item/s to and from the Clock Shop.

Additional information & resources:

  1. Products on clearance are not applicable to this policy, this includes products labelled as "almost perfect".
  2. We comply with the standards of the Australian Competition & Consumer Commission. For further information, please visit the ACCC’s website.

Contact Us:

To contact us regarding a return, or anything else, please use the information provided below:

Submit a ticket - https://clockshop.freshdesk.com/support/home

Phone: (07) 5442 9409

Address: 194 Main St, Montville, QLD 4560