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Tribotix Pty Limited
ACN 108 604 226
Privacy Policy

  1. Introduction
  2. Collection of Information
  3. Use of Collected Information
  4. Storage of Collected Information
  5. Access to Collected Information
  6. Orders
  7. Communication
  8. Third Parties
  9. Legal
  10. Links
  11. Changes to Privacy Policy
  12. Tribotix Security Policy
  13. Delivery Policy
  14. Refund and Return Policy

Introduction

Tribotix regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Tribotix users, and conforms to Internet privacy standards. If you have questions or concerns regarding this statement, you should first contact usr at +61 2 49578255 or admin@tribotix.com.

Collection of Information

In order to use the Tribotix website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Tribotix is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Tribotix customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at admin@tribotix.com.


Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at admin@tribotix.com.

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Tribotix uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at admin@tribotix.com.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Tribotix may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other
purpose. Tribotix does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on the Tribotix site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.tribotix.com.

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

Tribotix Security Policy

Tribotix uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.
• Your complete credit card number cannot be viewed by Tribotix or any outside party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• eWAY is an authorised third party processor for all the major Australian banks.
• eWAY at no time touches your funds; all monies are directly transferred from your credit card to themerchant account held by Tribotix.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Delivery Policy

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods via Australia Post or Fastway Couriers within 2 to 3 working days; however if goods are unavailable delivery will take a little longer.

If you wish to query a delivery please contact us at admin@tribotix.com.

Refund & Returns Policy

Dated 1 March 2006

This policy tells you how to return a product to Tribotix Pty Limited.
Please note that all products, with the exception of ex-demo, ex-rental, soiled, clearance, second hand, imperfect or damaged, are sold with a manufacturer's warranty, unless otherwise noted.

If you have any questions, please call our Customer Service Centre on +61 2 49578255 or email Tribotix, email details can be found here ....
  1. Returns for Dead on Arrival, Damaged in Transit or Incorrectly Shipped Products
  2. Returns Procedure for all other Products
  3. Unopened Product
  4. Faulty Product
  5. Manufacturer's Returns Policy and Manufacturer's Warranty
  6. Return of non-faulty products
  7. Opened Product
  8. No Return Basis Product
  9. Processing Credits / Refunds
  10. Non-Warranty Service and Repairs
Please note that wilful damage, misuse, unauthorised repair or tampering with a product may prevent your product being accepted for return.


Returns for Dead on Arrival, Damaged in Transit or Incorrectly Shipped Products

If your product is dead on arrival, damaged In transit or incorrectly shipped, contact our
Customer Service staff. To expedite your return, Tribotix Pty Limited ("Tribotix") recommends
that these products be returned to Tribotix within 14 days of purchase. You will be Issued with a
Return Authorisation Number, in accordance with our Returns Policy.

Tribotix will not accept any goods for return which do not have a Return Authorisation Number.
Each Return Authorisation Number is only valid for one product and must match the product
authorised for return. The Return Authorisation Number is valid for 7 days, so Tribotix must
receive the returned product into our warehouse within this period.

You will need the following information, most of which will be on your packing slip or invoice
before Tribotix can issue a Return Authorisation Number:

  • Name and contact details of original purchaser
  • Invoice number or order number
  • Part number of product to be returned
  • Item serial number(s)
  • Date on packing slip or invoice
  • Whether the product box has been opened
  • Reason for return


You will need to package and address the product for return. You can return the product to one
of our Business Centres or Tribotix will arrange to pick the product up from you. Tribotix will only
arrange to collect goods that are dead on arrival, damaged in transit, or incorrectly shipped.
You will need to keep a copy of the consignment note as proof that the product has been picked
up from you, otherwise Tribotix may only be able to offer you a replacement product, not a
refund.

Tribotix will test all products returned this way within 7 working days of receipt into our
warehouse. Some products may need to be returned to the manufacturer for testing.

if you return a product because it was dead on arrival but Tribotix find that the product is in full
working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated
with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If Tribotix (or the manufacturer) determine that the product is defective, Tribotix will issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is damaged in transit from Tribotix to you, you should refuse to
accept delivery of the product, direct the courier to "Return goods to sender" and notify our
Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been
damaged in transit, you should notify our Customer Service staff immediately.

If your product is in full working condition or any defects or damage were caused after you took
receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If Tribotix (or the manufacturer) decide that the product is defective, Tribotix wilt issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is incorrectly shipped (different to the one you ordered), Tribotix
will arrange for the product to be collected from you. If Tribotix find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If the product was incorrectly shipped, Tribotix will issue a credit for the original purchase price
of the product and associated freight costs.

Returns Procedure for all other Products

For all other returned products you will also need a Return Authorisation Number.

Contact Tribotix to receive your Return Authorisation Number.

You must make sure that the returned product is suitably packaged in order to prevent damage
during return shipping. Tribotix will not accept responsibility for goods, which are damaged whilst
in transit back to Tribotix. Do not write on or attach labels to the product being returned,
otherwise the return may not be accepted.

Write the Return Authorisation Number on the outside of the shipping carton so it is clearly
visible, and address it to the following address:

Tribotix Pty Limited
P.O. Box 55
Union Building
Callaghan 2308
NSW Australia

A copy of the original packing slip or invoice, or other proof of purchase, must be included with
the returned product. If such proof of purchase is not provided, Tribotix may only be able to offer a replacement product, and not a refund.

You are responsible for all costs associated with return of the product to Tribotix and Tribotix will not pay or reimburse any associated costs. Tribotix recommends that products returned by post be sent by registered or certified mail. Tribotix accept no responsibility for loss or damage
occurring in transit If a product is not returnable under this policy and/or is not returned to
Tribotix in the original unopened packaging, it may be returned to you at your cost.

Tribotix reserves the right to refuse any returns that are:

  • incomplete or
  • missing parts; or are not returned in their original packaging; or
  • show signs of physical damage to the product or its packaging; or
  • do not include a valid Return Authorisation Number on the shipping label- or
  • have an expired Return Authorisation Number ;or
  • have not been returned within 14 days of purchase.

Unopened Product

Except for product sold on a "No Return Basis" Tribotix offers a strict-14-day return policy for product in its original, unopened and undamaged packaging. You must contact our Customer
Service staff within 14 days of shipping of the product to return a product in this way.

You will be issued with a Return Authorisation Number. You will need to package and address the product for return. Tribotix will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.

For products in their original, unopened and undamaged packaging, a credit will be issued for the
original purchase price of the product less any associated freight costs.


Faulty Product

If you receive a faulty product or the product develops a fault, you may be able to return it as
dead on arrival or damaged in transit if it is within 14 days of purchase. If not. it may be
covered by the manufacturer's warranty or our Tribotix Extended Warranty (if you have purchased one). All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer's warranty claim.


Manufacturer's Returns Policy and Manufacturer's Warranty

Please note that all products, with the exception of ex-demo, ex-rental clearance, second hand,
imperfect or damaged products are sold with a manufacturers warranty, unless otherwise noted.

If a product purchased from Tribotix develops a fault after 14 days from original purchase and is
within the manufacturers warranty period. Tribotix recommends that that in the first instance you contact the manufacturer or their authorised service centre or agent for warranty service.

Warranty periods and service levels vary by manufacturer and product.

If a manufacturer offered to accept an opened product for return, then Tribotix will honour this. The manufacturer will direct you to return the product to either Tribotix or the manufacturer, its agent or another service provider.

If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and ^otherwise in accordance with the manufacturers returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy. The manufacturer will then organise any refund, repair or replacement payable under the policy.

If the manufacturer directs you to return the product to Tribotix as the retailer, then you should
contact our Customer Service staff as soon as possible.

You will be issued with a Return Authorisation Number, but you should tell our Customer Service
staff that the goods are being returned under the manufacturer's returns policy. You should also
provide any additional information that may be required under the manufacturer's returns policy.

Where possible you will need to package and address the product for return and you will need to
arrange for return delivery of the product to Tribotix. Tribotix must receive the product by the time specified by the manufacturer. Otherwise, the return may not be authorised in some
circumstances.

Please note that repair timeframes are subject to each manufacturer's warranty repair service
and may vary. Return of faulty products Upon receipt of a faulty product, Tribotix will return the
product to the manufacturer or its authorised service centre or agent for assessment.

If the fault could not have been detected at purchase, and is not due to wear and tear or misuse,
Tribotix will offer you a repair, replacement or refund, as appropriate.

If the fault does not fit the above criteria and is not covered under the manufacturer's warranty or extended warranty (where applicable), then Tribotix will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.

Once the product is returned to Tribotix, Tribotix will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the
manufacturer's warranty or extended warranty (where applicable). Tribotix will require payment
of the manufacturer's service charges and any costs associated with processing of the return
prior to returning the product to you.


Return of non-faulty products

If the product has not been validly returned under a manufacturer's return policy, it will be
returned to you and you will be invoiced a processing fee and freight costs associated with the
return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Opened Product

Tribotix will not accept any opened product for return unless the product is returnable under this policy, or under a Tribotix Extended Warranty, a manufacturer's warranty or other contract or law.

Examples of opened products which Tribotix will accept for return are:

  • dead on arrival, damaged in transit or incorrectly shipped product
  • product which develops a fault due to a cause occurring prior to purchase

No Return Basis Product

The term no return basis means that, unless the product is dead on arrival, damaged in
transit, incorrectly shipped or otherwise returnable under:

  • a manufacturer's warranty or
  • other contract or statute, or
  • statutory warranty (e.g. if the product is faulty),


the product will not be accepted for return.

Examples of products sold on a no return basis include: -

  • Custom-built Products
  • Ex-demo products
  • Ex-rental products
  • Clearance products
  • Licensed software
  • Products with a "Price Markdown" label
  • Products with a "No Return basis" label
  • Products specially ordered for a customer (e.g. ROBOTIS OP2, ROBOTIS Manipulator, DXL PRO's, Hokuyo LRF's)
  • Product listed on the packing slip or invoice as "No Return"
  • Auction items


Examples of no return basis products which Tribotix would accept for a return are: Dead on
arrival or damaged in transit product.


Processing Credits / Refunds

Tribotix will normally issue a credit note within 28 working days of Tribotix receiving the goods
returned in accordance with this policy, with the exception of goods that are not obviously faulty
and may require testing. The credit note which is issued can then be used as a payment against
future purchases or converted to a refund.

Where a product is returned because you believe It is faulty and the fault cannot be observed by
our internal testing, the product may need to be tested by the manufacturer. In such cases, the
testing process may result in delays of up to 3 months before Tribotix can determine whether a
credit note will be issued.

In some circumstances, a replacement product or repair will be offered instead of a full
refund. Tribotix will consult with you and act in accordance with relevant warranties, other
contracts and statutes.

Non-Warranty Service and Repairs

All claims for service not covered by any kind of warranty should, in the first instance, be directed to our Technical Service staff, email details can be found here ....

You will be issued with a Return Authorisation Number, but you will need to specify that the
goods are being returned for non-warranty service or repairs.

You will need to package and address the product and arrange for return delivery of the product
Tribotix. Tribotix will not pay or reimburse any costs associated with a customer-initiated
shipment for non-warranty service or repairs.

Upon receipt of the product. Tribotix will return the product to the manufacturer or its authorised service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost. Tribotix will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer and/or Tribotix may charge you an inspection fee.

Once the product is returned to Tribotix, Tribotix will arrange return delivery of the product to you. Tribotix require payment of the manufacturers service charges and any costs associated with
processing of the return prior to returning the product to you.

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