Refunds and Dispatch Policy

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What is our return policy?
We do not normally give refunds or exchanges if you:
• simply change your mind; or
• purchased the wrong product; or
• already knew of a particular fault in a product, or we specifically advised you of a particular fault in a product; or
• damage a product after purchase due to alterations to the product not performed by us, damage the product due to unusual or non-recommended use of the product or damage the product where the damage is caused by any factors beyond our control; or
• no proof of purchase is provided. 

How do I request / notify a Refund, Return, Warranty Claim & or Consumer Guarantee Claim?
Please email help@ncloud.com.au to request/submit your Refund, Return, Warranty Request & Consumer Guarantee Claim
Please note if the product is deemed NO FAULT FOUND for any warranty claim or consumer guarantee claim, a service fee up to $100 with any additional shipping charges may be applied; and any inspection / rejection fees by the relevant authorized service centre may also be applied. If a product is found to have been supplied to you in full compliance with the Australian Consumer Law, we may require you pay to nCLOUD Pty Ltd all costs associated with returning the product to you. 

How can I be eligible for Refund, Return, Warranty Claim & or Consumer Guarantee Claim?
To be eligible for a refund, return, warranty claim or consumer guarantee claim consumers must meet the following requirements:
• report the details of the fault and take the goods back to Mwave (or return them by post or courier);
• state what remedy you would like. nCLOUD does not guarantee that the remedy you request will be granted;
• provide proof of purchase when returning the goods;
• stop using the faulty item;
• ensure reasonable care is taken while the goods are in your possession.
• be sure that you did not cause the fault ie. fault was not caused by the product being used in an abnormal or non-recommended way. Such a use may be noted in the manufacturer’s warranty as rendering the manufacturer’s warranty void;
• the product must not be disposed of, lost or destroyed. In other words, we need to be able to prove that the product has failed; and
• not have reduced in value by delay on the customer's part. Customers should bring faults to Mwave's attention soon after they occur.
• nCLOUD recommends that you carefully review the details of the manufacturer’s warranty (if such a warranty applies) and ensure that you comply with the terms and conditions of the manufacturer’s warranty. nCLOUD accepts no responsibility for non-compliance with the manufacturer’s warranty. 

Rejection of a return, a refund, warranty claim or consumer guarantee claim
nCLOUD reserves the right to reject a return, a refund, warranty claim or consumer guarantee claim if consumers:
• Change their mind about a product. This includes when a consumer has found a cheaper product elsewhere, has bought a gift that is unsuitable (where the consumer has not made any specific intended use of the product known to Mwave.com.au), or their circumstances have changed and they no longer require the goods.
• Caused the fault by using the product in an abnormal way. Such a use may be noted in the manufacturer’s warranty as rendering it void, or it may be a use that you wouldn't reasonably expect the product to perform
• Damage the product by making alterations not performed by us.
• Damage the product where the damage is caused by any factors beyond our control.
• Are unable to provide a proof of purchase, namely a tax invoice.
• Are responsible for damaging the goods by not following the care instructions (if any are provided). 

Restocking products
In some circumstances, we are happy to offer our consumers with a conditional courtesy return if consumers want to exchange products purchased incorrectly provided the:
• customer notifies Mwave within 7 days of receipt of delivery of the product;
• products are not opened, used and are still in pristine condition;
• customer accepts a minimum restocking fee of 20% of the purchase price;
• nCLOUD may reject the return upon inspecting the condition of the products and will return the products to the customer at the customer’s expense

Returning goods to nCLOUD
nCLOUD do not take responsibility for any goods damaged or lost in transit when the customer sends the product back to us for warranty or return. The manufacturer’s warranty may be void if the product is damaged in transit. Please ensure the product is packed appropriately for shipping before sending it back to us. If you are unsure about how to pack a product appropriately for shipping please contact us. The consumer is responsible for any and all charges associated with returning the goods to nCLOUD except where the cost of transporting the goods is significant due to the size, height or type of problem with the goods. Some charges may be reimbursed by nCLOUD to the consumer where the consumer is entitled at law to have those charges reimbursed to them.