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Returns Policy

Items deemed Dead on Arrival (DOA), Damaged in Transit, Faulty or Delivered Incorrectly

If you receive any product that is dead on delivery, damaged during the delivery or incorrectly delivered, please contact our Customer Service team who will discuss your particular concerns and work with you to resolve the issue. This may mean the product needs to be returned with suitable packaging (preferably with its original packaging) to prevent damage in delivering the product back to us. For items that are large and bulky (for example, gaming chairs), they need to be repacked in a manner that makes them safe to be transported or alternatively can be returned in store with any available packaging and we may be able to repack it for you.

We will also need you to provide the following details to enable us to efficiently deal with the situation:

1. Your full name, best contact telephone number, address and most importantly, your email address;
2. Tax Invoice or Order Number and if you organised return delivery yourself, the relevant tracking numbers;
3. Any relevant serial number(s) for the item; and
4. Reason for return (including any steps we can take to replicate any fault where applicable)

Once we receive the item, Umart will provide you with a Return Authority (RA) number via email. Our Warranty Team will test your item and may contact you for more information. Depending on the circumstances, we will attempt to repair the item(s). In some circumstances, we may need to refer your item(s) to the manufacturer for further testing and advice.

If it is determined that the product is not faulty and is working as expected, or it is determined that any defect or damage was caused after your took possession the item(s), we will return the product to you at your cost. You will be responsible for any costs associated related to the testing and/or return of the item(s) to you in this instance.

 

If the product is incorrectly delivered, you must return the product (preferably unopened) with suitable packaging to prevent damage in delivery. Please contact our Customer Service team and we can arrange for this item to be returned to us at no cost and (if applicable) arrange for the correct product to be delivered to you.

 

Items deemed not of merchantable quality, not fit for purpose or incorrectly advertised

If you receive any product that is not of merchantable quality, not fit for its intended purpose made known to us, or not matching the description provided, please contact our Customer Service team and we will discuss your options and any refund where appropriate. We will also need you to provide the following details to enable us to efficiently deal with the situation:

1. Your full name, best contact telephone number, address and most importantly, your email address;
2. Tax Invoice or Order Number;
3. Any relevant serial number(s) for the item; and
4. Reason for return

Upon receipt of the returned product with your full details provided, we will supply you with a Return Authority (RA) Number by email. We will arrange for testing, repairing or replacement of the product, or a refund where appropriate.

 

Unfortunately, sometimes things go wrong and you need to get your item sent off under warranty. Our team will do everything we can to minimise any inconvenience however we are unable to always provide an on-the-spot solution and do need to speak with suppliers or manufacturers.

As a result, it can take 3-4 weeks for us to resolve any warranty faults. This is only an estimate and your individual experience may differ. This time can also increase during peak periods.

Generally, once we receive an item, we will attempt to test and replicate the fault internally to get a quicker response for you. In some cases, we may be able to resolve it ourselves.

If the issue is more technical, we may need to engage the supplier or manufacturer (or in some cases, both) to work to resolve the issue for you. In these instances, the below outlines the general time frames for each stage. These time frames do not take into account weekends or public holidays.

1. We will contact the supplier/manufacturer and request an RA Number. This is done digitally and we wait for their response. This can take 2-5 days to occur.

2. Once we have a response from the supplier/manufacturer, we will then coordinate the return with our delivery partner. This is usually done within 1 day.

3. Our Delivery Partner collects the item from us and takes it to the destination. This can take 2-5 days.

4. Once received, our supplier/manufacturer then reviews the product. The time it takes varies however on average, we expect this can take 10-14 days to resolve.

5. After testing/repairing the product, the supplier/manufacturer can do any of the following; Repair or replace the item, provide us with a 'credit' so we can issue a refund, or advise 'no fault found'. In some cases, they may advise us that the item had physical damage and are unable to offer a solution. If out of warranty, they may also provide a quote to have the item repaired.