Returns

OnAir Solutions - Returns Policy

Change of Mind Returns

If you have purchased and changed your mind and you wish to return goods, OnAir Solutions may offer an exchange or a refund if the following conditions are met:

• Returned goods must be received at our address in original condition, unused and sealed in original packaging.
• Copy of Proof of Purchase is presented if requested.
• Returns must be made within 7 days of purchase date.
• Any costs for return shipping are at the customer's expense.
• For items we don't normally keep in stock a restocking fee will apply.
• If you have opened and/or used the item, a restocking fee will apply if we choose to accept the return.

Exceptions to Change of Mind Returns

• Any product which is custom configured according to a specific requirement.
• Any product which is procured on special request by import from overseas.
• Any product which has been opened or used, unless verified as Dead On Arrival.

If any of the above exceptions apply, you can contact us for Warranty Claims and Support.

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DOA Returns

• Any product which if confirmed as Dead On Arrival (DOA) or has a Major Problem when received can be returned for a replacement or full refund.
• To confirm the product is faulty or has a Major Problem, please contact us explaining the situation. We may ask for some simple troubleshooting to be sure the product is genuinely faulty.
• A Return Material Authorisation (RMA) will be issued and you will receive a refund or replacement at your choice, as per Australian Consumer Law.

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Major Problems

A major problem means a product:

• is unsafe
• is very different from the description or sample
• has either one serious problem or several smaller problems that would stop someone buying the product if they knew about them beforehand
• can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.

If the we agree the product has a Major Problem, we will offer your the choice of a refund, replacement, exchange or compensation. This does not apply if a product develops a fault during the warranty period, unless we cannot resolve it in a reasonable time.

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Warranty Claims

• Items found to be faulty will be accepted for return and assessed for either local repair or return to manufacturer for repair during the manufacturer's warranty period.
• Products are warranted for 12 months from the date of purchase unless otherwise stated.
• Where the product is found to be in good working order, it will be returned to you.
• Products that have been damaged through abnormal use or abuse are not eligible for Warranty Claims.
• Time taken to complete Warranty repairs will be kept as brief as possible, but may require international transit times.

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Price Reductions

If a product is reduced in price after you have purchased, or you see it at a different price elsewhere, we do not offer any refunds or price matches. We endeavour to keep our pricing competitive and may consider price matching prior to purchase. 

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Support Contract Returns

Where products are covered by specific Support Contracts then the terms of the Support Contract will define the procedures for supporting the product.

Please refer to our support page for more details.

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Refunds

Where applicable, refunds will be made to the same account that was used for the original purchase transaction.

If a restocking fee is applied, this will be deducted from your refund.

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Procedures

Please contact us to discuss return options.

A Return Material Authorisation (RMA) will be issued if we accept the return. This will state any restocking amounts in applicable.

Goods cannot be returned to our warehouse or offices without an RMA being issued.