Shipping & Returns

header-images-narrow3.jpg

Order Processing:

Orders are processed: Monday to Friday from 9am – 5pm.
Orders are shipped within 24 hours of being placed or the next available business day.

Shipping Times: 

  • Within Victoria - Next day delivery
  • NSW Metro - Overnight service
  • NSW Country - 2-3 business days
  • QLD - 3-5 business days
  • SA - Overnight service
  • WA - 5 business days

*Excludes Public Holidays

Order Confirmation:

After placing an order, you will receive an order confirmation by e-mail. This means we’ve received your order in our system and have pre-authorised your credit card or charged this transaction to your GSA trade account. If your item is unavailable, we will contact you to provide a suitable substitute or a clear lead time on when it will be available. In most circumstances, (95% of the time) your item(s) will be available for immediate shipment. 

In some cases, we may need to contact you before your order can be shipped. To ensure there is no delay, please ensure you respond to any email/phone calls from our Customer Service team. 

We proudly use TNT, Star Track or Couriers Please depending on location.

 

Returns

Customers have 14 calendar days to return an item from the date it is received. Items must be in the same condition that they were received in and ideally should be returned in the original packaging.

Before returning an item, we kindly ask that you contact our GSA Customer Support team via email or call (03) 9043 7204 to notify us of your return. Once we're notified, all relevant return information will be provided to you. We kindly ask that you include a copy of your receipt or proof of purchase email with the item you are returning. 

For more information, refer to our full policy below: 

Return Policy

Eligible Return/Refund

We understand that occasionally stock is received that is either dead on arrival (DOA) or just doesn't fire up as expected. We treat each request for return on a case by case basis, but rest assured, we will do all we can to rectify the situation.

In the event of change of mind, there may be a restocking fee of no less than 5% (depending on the product). Shipping costs are not refundable and items are returned at the buyer’s expense. Merchandise that has been opened cannot be returned for a credit.

Prior to returning any stock, customers must contact GSA via email or phone to notify us of your intention to return the item. At this time, we will confirm the return details and nominate the best GSA branch to send or deliver the stock to.

If your product has a manufacturer defect, we will work with you to restore the product to working condition as soon as possible or provide a full refund.

Warranty Periods & Beyond

The majority of our suppliers offer lengthy warranty periods (typically between 2 & 5 years). In the event that you contact us regarding a repair, our first action will be to confirm whether your product is within the warranty period. Once confirmed, we will repair, replace the product or provide a full refund. Items that are beyond their warranty period may be subject to a repair fee. The cost to repair will be incurred at the buyer’s expense.

Turnaround times for warranty repairs are typically between 3-6 weeks to accommodate for shipping and evaluation time. Item(s) eligible for refund, will be refunded within 14 business days from the date of arrival to an authorised GSA warehouse.

Defective or Dead on Arrival (DOA)

GSA Systems strives to ensure our customers are assisted and protected as much as possible during any product repair, exchange or return processes (also known as RMA process).

Support/service/case numbers are obtained by directly contacting the technical support dept of the manufacturer – without this we cannot provide a return authorisation (RA). Troubleshooting is part of their essential process so that the manufacturer can effectively deem the product DOA. Return authorisation’s that are deemed ‘defective/dead on arrival’ or are malfunctioning will not be approved and are ineligible for return unless a service or support ticket number has been obtained from the manufacturer.

Once this number is obtained, please submit a return request and include the support ticket number that was issued for your case. This number will be used to keep track of your item(s) by the manufacture. Any item returned to GSA Systems that does not have an RMA number written clearly on the outside of the package will be REFUSED or returned to sender at the shipper’s expense. Advance replacements must have manufacturer approval and not all requests will be honoured. The default method of shipping to the buyer will be ground shipping only, regardless of how the item was originally shipped. The buyer must pay for any expedited shipping. If an exception needs to be made, please contact GSA Systems immediately.

It is important to bear in mind that our warehouses and main office locations are in separate facilities. Packages received without a valid RMA number will be rejected and returned intact to the sender without any further processing. Any damaged shipments must be either refused or a notation must be made on the delivery receipt or bill of lading at the time of the good's arrival, as this will ensure the carrier's liability in the event of delivery of damaged goods. If you made payment via a wire transfer, the transfer fees are non-refundable in the event of a return.

The RMA process will vary depending on the manufacturer. Please call GSA Systems first to report any issues, and from there our team will advise and guide you through the RMA process. In many circumstances we will advocate on your behalf. However, it is ultimately the manufacturer that will determine if the product in question qualifies for any such RMA process, as well as any potential re-stocking fees.

Once a box has been opened, or any seals or wrapping have been removed, equipment will be considered as ‘used’ and can no longer be sold as ‘new’. They must therefore be processed via the RMA process.

Any equipment that is received dead on arrival (DOA) should be reported as such to GSA Systems within 3 calendar days of receipt to ensure all RMA benefits are well-received. Any return requests reported to GSA Systems outside of 30 calendar days will not be considered for DOA replacement. After that the normal RMA process would apply.

When returning items, an RMA tracking ticket will be issued and must be printed and included in the box. The ticket can be emailed here, along with the tracking number of the package so it can be properly tracked. Please make sure to provide tracking numbers for returns as GSA will not be held responsible for missing or undelivered returns.