Shipping and Returns.

01Where we deliver.

We deliver across Australia and New Zealand. Software licences are delivered electronically, so location is not a constraint for those.

We do not deliver to PO boxes, because carriers will not accept signature required freight there. Give us a street address where somebody can sign.

You are welcome to collect an order in Sydney. Collected orders carry no freight charge. Contact us to arrange a time.

02Timeframes and costs.

Delivery cost is shown on your quote and Confirmation before you pay. Nothing gets added afterwards.

Stocked items usually ship within one to two business days. Indent and made to order items depend on the vendor lead time, and we will give you the estimate before you commit.

Carrier timeframes are estimates, not promises we can control. If a delivery date is critical, tell us before you order and we will find a service that meets it, or tell you honestly that we cannot.

If your order is running late, contact us. We will chase the carrier, and if it is genuinely lost we will replace it or refund you.

For New Zealand deliveries, customs duties and clearance charges are handled at the border and are your responsibility unless your Confirmation says we have covered them.

03Electronic delivery of licences.

Licence keys and download links are emailed to the address on your Confirmation, usually within one business day of payment clearing. Some vendors issue immediately, and a few take longer, so the product page tells you which applies.

Check your junk folder before you contact us, because licence emails carry attachments and links and sometimes get filtered. If it is not there, email support@stormfx.com.au and we will reissue it.

04When your order arrives.

Check the delivery against your Confirmation. Make sure everything listed is there and nothing is visibly damaged.

If something is missing, damaged or not what you ordered, tell us within two business days so we can lodge a carrier claim while the claim window is open. Contact us after that anyway, because your rights under consumer law are not limited by that window.

Keep the packaging until you are satisfied everything works. It makes a return easier, and it is not a condition of any right you have.

05Faulty, damaged or wrong items.

If something is faulty, contact support@stormfx.com.au or call (02) 9955 5145. Tell us what the problem is and we will sort out the next step.

Our goods come with guarantees that cannot be excluded under the 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.

For a major failure, you choose a refund or a replacement, and you may also claim compensation for other reasonably foreseeable loss. For a minor failure, we may repair, replace or refund, and we will do it free of charge within a reasonable time.

We pay the cost of returning a faulty item. There is no restocking fee on a faulty return, and there is no arbitrary time limit on a claim. What counts as a reasonable period depends on the price and the nature of the product.

We do not need the original packaging and we do not need a paper receipt. Any reasonable proof of purchase works, including your Confirmation email or a card statement.

Back up your data before you send anything in. Repairs and replacements can wipe storage, and we cannot recover data for you.

You can come to us directly. You do not have to go to the manufacturer first, and we will not send you there instead of dealing with it.

06Changed your mind.

There is no legal right to return something in Australia just because you changed your mind. We often accept one anyway, and here is how that works.

• Ask us within 14 days of delivery.
• The item must be unused, complete and in resaleable condition.
• You pay the return freight.
• A restocking fee may apply where the vendor charges us one. We will tell you the exact amount before you send anything back, and you can decide then.
• Special order, indent and made to order items usually cannot be returned, because we cannot return them either. We will tell you at the time of quoting where that applies.

None of this applies to a faulty item. Faulty items are covered by the section above, at no cost to you.

07Software and licence returns.

Once a licence key has been issued and activated, it generally cannot be returned, because the vendor has already granted the licence.

Some vendors do allow a return window on subscriptions. Where one applies to your product, we will tell you the window and the conditions when you buy, and again on your Confirmation.

Check the vendor system requirements before you buy. Compatibility with your hardware and operating system is worth two minutes of checking, and we are happy to check it with you.

If software is faulty, your consumer guarantees apply to it in the same way they apply to hardware. Contact us and we will work it through with the vendor.

08How to arrange a return.

1. Email support@stormfx.com.au with your order number and what is wrong.
2. We issue a return authorisation number and tell you where to send it.
3. Write the return authorisation number clearly on the outside of the parcel.
4. Pack it properly. For a change of mind return, damage in transit is on you, so pack it as well as we packed it.
5. Send it, and let us know the tracking number.

Please do not send anything back before you have a return authorisation number. Unannounced parcels get lost in a warehouse, and that helps nobody.

09Refunds.

Refunds go back to the payment method you used. We do not issue store credit instead of a refund unless you ask us to.

We process refunds within five business days of approving the return. Your bank or card issuer may take a few days longer to show it.

A refund for a faulty item is the full amount you paid. We do not deduct anything for the time you had the product.

10Warranties.

Goods we supply carry the manufacturer warranty stated on the product, which is in addition to your consumer guarantees and does not replace them.

The warranty documentation supplied with a product sets out the warranty period, how to claim and who pays for what. Ask us for a copy before you buy if you want to read it first.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

11Talk to us.

Email support@stormfx.com.au for anything to do with a fault, a return or a warranty claim. Email sales@stormfx.com.au for orders and deliveries. Or call (02) 9955 5145.

The full terms behind this page are in our Conditions of Sale.