Shipping Policy

When making online purchases, we offer a variety of convenient delivery options to ensure flexibility in receiving your items at your preferred time. During the checkout process, available delivery choices and associated costs will be displayed based on the contents of your cart and the designated delivery location.

Order Preparation

Most of the orders are shipped the same or next day. There however may be some exceptions, for example, custom cable orders or bulky items. We need 2 business days to de-reel the cable, prepare custom cables, or arrange courier for bulky items.

Standard Delivery Time

• Delivery time within Australia: 2-12 business days
• Delivery time overseas: Please contact us.

This economical option is influenced by the item's size. The estimated delivery timeframe varies based on your location. Tailored to the size and weight of your item(s), this option involves a courier service that provides tracking updates upon accepting the delivery. If you're unavailable during delivery, the courier will notify you with alternative delivery or collection options.

Express Delivery Time

• Delivery time within Australia: 2-6 business days
• Delivery time overseas: Please contact us.

For expedited delivery, you may opt for express service during checkout. Choosing this option ensures you receive tracking notifications from our delivery partner once they've picked up your item(s) for delivery.

Delivering to Remote Locations in Australia

Our courier partners may face limitations in providing door-to-door services to certain remote Australian areas, such as Roma, Weipa, Nhulunbuy, and locations accessible only by light aircraft, barge, or boat. In such instances, if delivery is feasible, surcharges may apply to the standard rates. Alternatively, couriers may arrange delivery to local depots or designated pick-up points, allowing customers to collect their goods conveniently.

Shipping Outside Australia

All goods will be shipped under the Delivery Duty Unpaid (DDU) terms. This means that any import duties, taxes, or customs fees are the responsibility of the customer and must be paid directly to the relevant customs authorities before the shipment can be released. Techwave will provide all necessary documentation to facilitate the customs clearance process, but it is the customer's responsibility to ensure timely payment of any applicable charges. You can also choose the 'Ex-Works' shipping method at checkout to arrange your own courier. The item(s) must be picked up within five working days after we notify you that your order is ready.

Track Your Order

To track your order, click here.

Questions? Get In Touch!

You can reach out to us using the following contact options:
Email: support@techwave.com.au
Phone: 1300 168 777
Message us: Send us a message
Live Chat: Click on bottom-right chat icon

Warranties, Returns & Refunds

Definitions

"Supplier" refers to Techwave Pty Ltd or its appointed Supplier.

"User/Customer" refers to the purchaser or end-user of the goods.

Fitness for Purpose

The Customer assumes full responsibility for assessing the suitability and fitness for purpose of the ordered goods. The Supplier provides no warranties, unless expressly stated in writing and to the extent permitted by law.

Change of Mind

Refunds are not typically granted for instances of changed preference, incorrect selection, or finding lower-priced alternatives elsewhere. It is advisable to thoroughly review orders before finalizing.

A restocking fee of 20% will apply for products returned within 30 days if they're unopened and in original, unmarked packing. Returns will not be accepted for items after 30 days of purchase.

Product Exchange

Exchanges may be available for select products, but are not guaranteed for all items. We do not accept exchange or returns for backordered or custom-made items, e.g. custom cables.

• The Supplier is not obligated to accept returned goods, and acceptance is subject to mutually agreed terms in writing for each case.
• A restocking fee of 20% will apply for unopened goods in original, unmarked packing.
• The Supplier may charge a restocking fee of up to 50% if the returned product has been opened, used, or the packaging is marked.
• If agreed upon, the Customer must bear the cost of returning goods to the Supplier's place of business.
• Non-standard, specially ordered equipment cannot be credited. The Customer is responsible for inward freight, packing, and delivery charges.
• Returned goods must be accompanied by a delivery docket specifying the original invoice number, date of purchase, and reason for return.

Cancellation

No order may be cancelled or altered without written consent. The Customer must indemnify the Supplier against all liabilities, expenses, and losses resulting directly or indirectly from such cancellation or changes.

Refund Processing:

Once the returned items are received, they will be inspected by the Supplier. The customer will be notified within 3–5 business days regarding the outcome of the return assessment.

If the return is approved, a refund will be issued to the original payment method used for the order.

Warranty

Before claiming warranty, you must ensure:

• That the product is installed by a suitably qualified person and is installed in accordance with the manufacturer's instructions or as detailed in the user guide and any applicable standard, as required in your region.
• That you operate it in accordance with the manufacturer's instructions or as detailed in the user guide.
• That you maintain it in accordance with the manufacturer's instructions or as detailed in the user guide.
• That you notify the Supplier at their email support@techwave.com.au within 14 days of identifying a problem that you wish to claim a remedy for under this warranty.

International Warranty

The benefits given to you in this warranty are in addition to any rights or remedies you may have under law in your region. Under this warranty, the Supplier agrees to repair or replace the product, at the Supplier's cost, if the product does not perform in accordance with the manufacturer's specifications during the period of this warranty. Unless otherwise stated by specific manufacturer's warranty conditions, this warranty is valid for a period of 12 months from the original date of purchase. Please retain your proof of purchase as this will need to be provided should you wish to claim under this warranty. The User shall bear freight cost when sending the product under warranty claim.

Australia Only

In addition to the warranty provided above, our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Warranty Periods

Brand	Warranty
General Warranty (unless otherwise specified)	12 months
Dead-On-Arrival (DOA)	Claim DOA with 14 days
RFI	12 months
Maxon	12 months
Cel-Fi	24 months
Pulse	12 months
Poynting	12 months
MorningStar	24 months
Ruijie Reyee	3 years
Ruijie Enterprise	5 years
Robustel	24 months

Warranty for Dead On Arrival (DOA) Items

The Supplier offers a 14-day Dead On Arrival (DOA) policy. All units in which a manufacturing defect appears within 14 days of purchase by the end-user will be defined as a Dead On Arrival (DOA) as long as they meet all of the following criteria:

• No physical or liquid damage can be found on the unit. (Damaged power sockets are not classified as warranty returns.)
• No modification or improper attempted repair has been made to the unit by anybody other than an approved repair agent of the Supplier.
• No damage has been made due to use of incorrect voltage supply/source.
• No more than 14 days have elapsed since purchase date.
• Must have Proof of Purchase.

Dead On Arrival (DOA) Return Procedure

The User must email issue details to support@techwave.com.au. The Supplier's technical support team will determine if the fault is due to a manufacturing defect or other. The Supplier's technical support team will determine if the fault is due to a manufacturing defect or other. If the unit is classified as a DOA, the Supplier will generate a Return Authorisation Number (RAN) and email a Return Authorisation Form to the person returning the unit. The dealer or the User arranges to return the faulty unit to the Supplier via the Supplier's nominated courier. The Supplier will cover the freight cost for the return of DOA and under-warranty products. The Supplier will not pay for returns sent via couriers other than those nominated by the Supplier. The following items need to be sent back to the Supplier:

• Complete sales package where possible including all accessories;
• Proof of purchase; and
• Completed Return Authorisation Number (RAN) Form with RAN number.

Failure to adhere to the above process may delay the processing of any warranty claim. The Supplier will then test the unit. If no fault is found the unit will be sent back and the freight charge will be forwarded to the User. If the unit is faulty, a replacement will be sent to the User. If no replacement unit is available, a repair agent of the Supplier will attempt to repair the unit at no cost to the User. If the unit cannot be repaired, a credit will be issued. The Supplier may seek reimbursement of any costs incurred by them when a product is found to be in good working order.

General Warranty Return Procedure

The User must email issue details to support@techwave.com.au. The Supplier's technical support team will determine if the fault is due to a manufacturing defect or other. If the unit is classified as a warranty repair, the Supplier will generate a Return Authorisation Number (RAN) and email a Return Authorisation Form to the User. The User arranges to return the faulty unit to the Supplier on the address mentioned on Return Authorisation Form. The User will pay any applicable courier charges. Following items need to be returned:

• Complete sales package where possible including all accessories;
• Proof of purchase; and
• Completed Return Authorisation Number (RAN) Form with RAN number.

Failure to adhere to the above process may delay the processing of any warranty claim. The Supplier will then test the unit. If no fault is found, the unit will be returned to the User and a freight cost will be charged to the User. If the unit is faulty, it will be sent to the Supplier's repair agent. The Supplier will cover the repair cost providing the unit passes all the criteria outlined in the warranty policy. If the unit is irreparable, a replacement will be sent to the User. If the Supplier cannot provide a replacement unit, a credit will be issued. The Supplier may seek reimbursement of any costs incurred by them when a product is found to be in good working order.

Faulty Units Outside the Warranty Period

If your faulty unit is not covered by warranty, we can still attempt to repair it. Repair charges are based on time and parts plus freight cost. Repair quote costs $65.

Exclusions

1. Damage, malfunction, or failure resulting from incorrect installation, accidental damage, misuse, abuse, incorrect configuration, mis-adjustment of user controls, tampering, un-authorized repairs, un-authorized modification by any person, corrosive environment or infestation by insects or vermin.
2. To the extent permitted by law, any remedy, compensation, or damages associated with any claim under this warranty shall be limited to the original invoice value of the goods.
3. The Supplier may seek reimbursement of any costs incurred by them when a product is found to be in good working order.
4. The Supplier will not be liable for any costs incurred by the buyer unless the Supplier authorises these in writing in advance of the commencement of any works; and any such costs shall be limited to the invoice value of the faulty product.