- Shipping & Returns
Shipping & Returns
All of the products that we sell are either brand new, or if used/ex-demo, they have been tested prior to sale and are listed as "used" or "ex demo". If by any chance you receive a product that is faulty, we will repair or replace the product, at our expense, if it is within the warranty period for that product.
Most products we sell come with a warranty - this is identified in the product's description page. Please contact us if you are unsure on the warranty for any particular product.
Re: Warranty Returns. If your product is faulty upon arrival, or you believe it has faulted within the warranty period please contact us ASAP. We will organise a freight quote to have the unit returned for repair or replacement and organise a courier - but it is the responsibility of the customer to return the item. Once the fault has been verified we will credit your Crossfader account to the sum quoted for return freight. We will either repair or replace the unit at our cost, and ship the replacement or repaired unit back to you at our cost.
For instances where the customer has changed their mind or made a mistake, this is assessed on a case by case basis - but generally the customer will be expected to cover return freight to Crossfader, the product will be required to be in the same condition as it was sent out and Crossfader may seek reimbursement for initial postage and administrative costs. For instances where a refund is requested (rather than an exchange or store credit), we will deduct an additional 10% restocking fee.
You should expect to receive your refund within 1-3 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Completed" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We can ship to virtually any address in Australia, and orders over $50 are shipped freight free.
Somebody will need to sign for the goods upon delivery, so if there's a chance you won't be home - it's best to have your order sent to a work address, or a friend/family member that can sign for you. We cannot deliver to PO (Post Office) boxes, sorry.
All goods are generally shipped the next business day, after your order has been completed - we ship with registered, trackable, insured post. Delivery is generally made to Melbourne, Sydney, Brisbane areas within 1-3 business days. Adelaide, Perth Tasmania, and country areas generally take 1-2 days longer.
Some special items, like software serial numbers - are shipped out via email, often the same business day. This is a great way to shave a couple of days off transit times.
Crossfader also offers pickup for those living in Melbourne and the surrounding area.
- Pickup is for finalised orders only - cleared payment is required before we release your order
- We require 24-business hours notice in order to prepare your order for pickup
- Pickup can be made from our warehouse, during business hours (9am-5pm, Monday-Friday, closed public holidays)
- Our warehouse is located at 51 Northgate Drive, Thomastown, VIC, 3074
We accept PayPal, credit card (via PayPal) and direct deposit (bank transfers). Cleared payment is required before we are able to release your order. PayPal is the quickest method, with funds generally cleared immediately. With direct deposit please allow for bank processing times (can be up to 3 business days, but is generally overnight). Please note that for PayPal payments, the delivery address needs to match your PayPal account details - this is for customer security and fraud protection. Please feel free to call us if you have any questions regarding this.
If you select direct deposit, your order will be held whilst we wait for funds to clear. After one week, if your payment is still not received, the order will be cancelled, and any funds received will be returned. Please contact us if you have any concerns or questions.
If you have questions or concerns regarding this statement, you should first contact us.
Collection of Information
In order to use the Crossfader 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 Crossfader 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 Crossfader 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 contact us.
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 contacting us .
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.
Crossfader 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 contacting us . 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.
Crossfader 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. Crossfader does not share any information with third parties for any unknown or unrelated uses.
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 on the Crossfader 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 crossfader.com.au.