RETURNS & WARRANTY POLICY

1. Faulty or Defective Products 

IndieCo Distribution complies with Australian Consumer Law (ACL) for all direct‑to‑customer retail sales.

If a product develops a manufacturing fault, customers are entitled to a repair, replacement, or refund, depending on the nature of the issue.

To assess the fault, we may request:

  • a description of the issue

  • photos or a short video

  • basic troubleshooting steps

  • batch/lot information 

If the product is confirmed faulty:

  • IndieCo will provide a remedy in line with ACL

  • IndieCo will cover return shipping only when a return is required

  • In some cases, we may provide a replacement or refund without requiring the item to be returned, depending on evidence provided

ACL rights apply to all retail customers, regardless of product type.


2. No Change‑of‑Mind Returns 

IndieCo Distribution does not accept change‑of‑mind returns for:

  • direct‑to‑customer orders

  • wholesale orders

  • 3PL fulfilment clients

  • 4PL logistics clients

  • drop‑ship arrangements

This includes situations where the customer or retailer:

  • no longer wants the item

  • ordered incorrectly

  • cannot sell through stock

  • prefers a different model or colour

  • made an administrative error

All sales are final unless the item is faulty under ACL.


3. Warranty Coverage (New, Display, Demo, Refurbished, Open‑Box)

IndieCo provides warranty coverage based on the condition of the product at the time of sale.

New Retail Stock

  • 12‑month limited warranty Covers manufacturing defects only.

Display, Demo / Ex-Demo, Refurbished & Open-Box Stock

  • 3‑month limited warranty Units may show cosmetic wear and may have signs of handling. Cosmetic wear is not considered a fault. Covers manufacturing defects only.

Wholesale Display,Demo/Ex-Demo, Refurbished & Open-Box Stock

  • Warranty may be limited or excluded, provided the condition is clearly disclosed at the time of sale. ACL still applies to major failures. Covers manufacturing defects only.


4. Warranty Exclusions

Warranty does not cover:

  • physical damage

  • wear and tear

  • liquid damage

  • misuse or improper handling

  • unauthorised modifications

  • cosmetic issues not affecting performance

  • damage caused by incorrect storage or handling (wholesale/3PL/4PL)


5. Non‑Returnable Items

IndieCo cannot accept returns on:

  • used items

  • items missing accessories

  • products showing wear or damage

  • stock not purchased directly from IndieCo

  • items fulfilled by 3PL/4PL clients unless authorised

  • display/demo/refurbished/open‑box items with disclosed cosmetic wear


6. How to Lodge a Warranty or Fault Claim

Email shop@indiecodistribution.com.au with:

  • name or business name

  • order or invoice number

  • product SKU

  • description of the issue

  • photos or video evidence

  • quantity affected (wholesale/3PL/4PL)

We respond within 1–2 business days.


7. Refunds for Faulty Items

Refunds are issued to:

  • the original payment method (D2C)

  • a credit note or account credit (wholesale/3PL/4PL)

Processing time: 3–7 business days.


8. Shipping Costs Summary

  • Faulty items: IndieCo covers return shipping only when required

  • Replacements without return: no shipping cost

  • Change‑of‑mind: not accepted

  • Exchanges: only available for faulty items

  • Wholesale/3PL/4PL: freight costs follow agreed service terms