Return and Replacement Policy
ErgoKing may accept returns for any unopened, unused products within 14 days from invoice date. It is important that all original packaging be included to qualify for a refund. Restocking fees may be applicable (see below) and shipping costs are non-refundable. If you ordered an item incorrectly or changed your mind, we will accept the unopened, unused product and credit your account less original shipping costs. Shipping costs are the costs incurred by ErgoKing, in shipping the product to you. Although you might have received ‘Free Shipping’, costs were still incurred by ErgoKing, and will be deducted from your credit. We will only pay for return shipping only when products delivered are defective, damaged or the wrong product was received from what was ordered.
Some items do not qualify for refunds (unless defective/damaged/wrongly sent). These include custom orders (including large volume, specially priced quoted orders).
Damage Claims or Shortages
Any claims for damage and/or shortages MUST be reported within 24 hours, without exception. Be sure to check your deliveries upon receipt. In the event of receiving a damaged product, please contact us. We will require photos of damages to the product and to the packaging.
Returning purchased items is simple and quick. Here are the steps:
Simply contact ErgoKing customer service team via email at firstname.lastname@example.org and provide:
- A reason for each item(s) you are returning and action you want (i.e. replacement)
- Confirmation/update of your contact information
- A comment (if necessary) for additional details
Upon your return request, we will usually reply within 24 business hours with a returns authorisation. If you are outside of our local area, and the product is defective, damaged or wrongly sent, we will be in contact with you to organise collection of the item or provide you with a reply paid post bag to collect the item. If the product is not defective, damaged or wrongly sent, you will need to organise a trackable way to send back the product at your cost.
Be sure to ship to our main distribution centre at Adelaide Airport (SA), unless otherwise specified. Be sure to include return authorisation (RA) form as returns will not be accepted without it. Please allow as little as 7 days but up to 21 days for returns to be processed and credit issued after we receive the product in our warehouse. Credit will be issued to the account or original form of payment.
Items may not be cancelled once an order has been placed. After you receive your order, simply follow our return instructions or call customer service at (08) 7127 7751 during normal business hours to make a replacement order.
Items that are returned due to being wrongly ordered or change of mind may be subject to a restocking fee of up to 20%. A restocking fee is a percentage of the item’s price, depending on the type of item and the condition in which it is returned.