General Terms and Conditions
All terms and conditions are applicable to products and sales sold via Friendie Audio at www.friendie.com.au to final consumers. This excludes items sold by a third party, as they may be covered under conditions set by other stores.
(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in our Refund Policy ("Policy").
(b) Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us.
(d) Friendie reserves the right to change the General Terms and Conditions at any time, and as such, will be applicable to any items purchased after this change. The General Terms and Conditions will be accessible on this website.
Refunds, Repairs and Warranties and Australian Consumer Law
Under the Australian Consumer Law:
(a) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled
(b) to cancel your service contract with us; and
(c) to a refund for the unused portion, or to compensation for its reduced value.
(d) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
(e) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
(f) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(g) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(h) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(i) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(j) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
(k) For returns, repairs, warranties or to chat with our amazing Friendie team, please head to our Service Centre at https://www.friendie.com.au/pages/service-centre-1
(i) If you have sent a product back to us for a Warranty or Repair within reasonable time limits, and we reasonably determine that the product is not faulty, or the fault is not applicable under Warranty, or the fault has been caused by the customer, we reserve the right to refuse a repair or replacement or refund. If any costs are incurred, such as parcel collection, postage, cost of returns and time taken by technicians and our support staff to inspect and assess the product, we reserve the right to charge you for this. We will always abide by Australian Consumer law and we ask for you to do the same.
Cancellation and Change of Mind
(a) We offer an extensive 30 Day Friendie Guarantee Policy so you can have complete peace of mind when trialling your Friendies.
(b) Please read “30 Day Friendie Guarantee” on this page for more information.
(c) This Guarantee is only applicable when purchasing through our website.
(d) Outside of the 30 Day Friendie Guarantee, we do not offer any refund if you find the same product or service cheaper elsewhere, and we do not offer any refund if you change your mind 30 days after purchasing the product.
(a) When you place an order with Friendie, please make sure you follow the instructions on the website. When you make payment, you are entering into a Purchase Contract agreement.
(b) Friendie will confirm the order if the agreement is correct, and you will receive this confirmation via the email address you have entered. Please ensure you check that you receive this confirmation, and if it doesn’t appear in your Inbox, please check your junk mail. It is important that you enter your email address and postal address accurately, as we cannot be liable for any missing parcels due to customer error.
(c) Friendie may cancel your order at any time before dispatch occurs. We reserve the right to decline the Purchase Contract.
(d) If your order is declined and not dispatched, you will be refunded in full.
(e) Please understand that sometimes delays in dispatch or fulfilling an order can be outside of our control, and we shall not be held liable for an inability to complete our obligations within a reasonable period of time. Please be assured that we will always do our best to complete your orders as soon as we can.
(f) On delivery, if you have provided an address that is incorrect or incomplete, we reserve the right to charge a redelivery fee for each delivery attempt.
Products Damaged During Delivery
In the event that the product you ordered has been damaged during delivery:
(a) Please contact us within 4 days of receiving your product. Email firstname.lastname@example.org, and include photos, descriptions, the store you purchased from, purchase date and your invoice number. The more information we have, the easier it is to help you as quickly as possible!
(b) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
(c) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 5 days from the date of receiving the product.
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions that apply under the Australian Consumer Law.
(e) Products must be returned in original unused condition.
We aim to process any requests for repairs, replacements or refunds within 5 days of receipt.
How to Return Products
(a) Please head to our Service Centre at https://www.friendie.com.au/pages/service-centre-1
Here you can connect with Customer Support and begin a Repair or Service or Warranty. Follow the appropriate link, and please read all of the information carefully. Follow all of the prompts so we can help you as quickly and efficiently as possible! It really helps us when you provide all the information as requested. For example, this could include receipt numbers, images and detailed information.
(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.
(d) You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
Shipping Costs for Returns
(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we can bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we can reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
30 Day Friendie Guarantee
Please read the “30 Day Friendie Guarantee” as found in the footer of our website. Please note, this is an abridged version only.
(a) When purchasing directly via our website www.friendie.com.au, our customers are entitled to a 30 Day Friendie Change Of Mind Guarantee.
(b) The 30 Day Friendie Guarantee begins on the date the customer receives the product, as evidenced by Australia Post tracking. After 30 days, this 30 Day Guarantee expires.
(c) If a customer chooses to enact the 30 Day Friendie Guarantee and return their product, the customer has exactly 30 days from physical receipt of their purchase, to email email@example.com and lodge a Notification of “30 Day Friendie Guarantee Return”.
(d) The product must be returned to Friendie Audio within 14 days of the lodged Notification of “30 Day Friendie Guarantee Return”. It is a customer’s responsibility to send the product back at the customer’s expense. Tracking and insurance must be included on the product. Friendie is not liable if products are not returned due to being lost in transit.
(e) It is a customer’s responsibility to ensure the product is safely and appropriately returned. This must include packaging a product perfectly so it is not damaged in transit. The product must be returned in perfect condition and order, as you would expect if returned to a retail store. It should not be incomplete, damaged or soiled in any way. All original packaging must be included. If a product is not returned in perfect working order, complete and in perfect physical condition, Friendie Audio reserves the right to either reimburse only part of the refund to the customer, or to refuse the return. If a product is unable to be returned by Friendie because it is not in perfect condition, Friendie will contact the customer to explain why the product is not accepted as a return, and Friendie will arrange to send the product directly back to the customer.
(f) If the product is accepted for a return, Friendie will reimburse the customer via the original method of payment, within 4 business days of receipt of product by Friendie Audio.
(a) Products purchased directly from www.friendie.com.au, or third party retailers, will be delivered to the customer’s address as given by the customer.
(b) If an error is made by the customer when entering any details – for example: name, surname, email, street number, street, postcode, city/town, state, mobile – Friendie Audio is in no way liable if the order does not reach the customer or if extra costs are incurred as a result. Please check that you enter your details carefully and correctly at time of order.
Friendie has made every effort to depict our products accurately. Please note that product colours or packaging may vary slightly from those depicted online.
(a) Our Friendie products work with most Bluetooth media devices. Rarely, some media devices (E.g. phones, tablets) are designed by a brand to only work with particular products of the same brand, and this is out of our control. Occasionally, updates made by media devices can also interrupt Bluetooth connectability. If this occurs, please contact the brand device company directly as they will be able to advise on why it has occurred and if it will be rectified. Please also ensure that your device is Bluetooth compatible.
(b) If you have a particular question about your device and whether it may be compatible, you are welcome to email firstname.lastname@example.org to discuss with our friendly support team.
If you need additional support or have questions outside of what is offered within our Service Centre, please contact us directly. If you wish to speak to us, please contact us at: email@example.com. If you need to undertake a repair or warranty, we will direct you back to the Service Centre at https://www.friendie.com.au/pages/service-centre-1 to follow our set processes.