Importscene Login

General Policies

 

1. 'In-Stock' Guarantee

2. Dispatch 'Next-business Day' Commitment

3. Limited Liability

4. Legal Use

5. Secure Transactions

6. Accuracy of Information and Prices

7. Insurance, Non Delivery and Damaged Goods

8. Refund & Cancellation Policy

9. Product Warranty

10. Terms and Conditions may change.

 


1. 'IN-STOCK' GUARANTEE

We guarantee that all listed products on our web-site are in-stock except under the following circumstances:

  • Where our stockcontrol is wrong and we have inadvertently entered more stock than we actually have on hand. We do regular stock takes so this risk is minimised but it can happen.
  • Where two or more customers attempt to order the same product at the same time with low stock levels. This may result in one of more customers not being able to place an order or an order may be placed that can't be fulfilled due to a concurrent order happening at the same time. Our online software and stock control should prevent this from ever happening but its listed here just in case it does.
  • Where a customer has left their computer for an extended period of time before completing the checkout process during which time another customer may have purchased the remaining stock of items in the 1st customer's shopping basket (who's session has expired). Our software should prevent the order being placed in these circumstances however the customer may be confused why they can't place the order any more
  • Any other technical glitch, malfunction or other software error which may cause quantities to be incorrect and therefore may incorrectly allow the ordering of a product that is not actually in stock.

In any rare circumstances that any one or more of the above occurs, Import Scene will simply immediately cancel and refund your order in full. We will notify you of the issue and the refund. Refunds will be processed at the next accounting cycle which may be up to 7 days.

Import Scene will NOT place your order on 'back-order'. We only sell what we have in stock as we do not want any of our customers waiting for extended periods of time for their items. Therefore we have a 'No back-order' policy. We will however notify you of any subsequent replacement stock once that stock is actually in our warehouse to provide you with another opportunity to buy if you so wish.

In all cases Import Scene is not obligated to fulfill any order received for any reason and may choose to refund and cancel any order received at our descretion. We have no obligation to obtain replenished stocks and/or notify you when those (if any) stocks are received.

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2. DISPATCH 'NEXT BUSINESS DAY' COMMITMENT

We have a commitment to dispatch all orders received 'Next business Day'. Please be aware that 'Dispatch' means that we will package and DISPATCH your item via Australia Post on the next business day. It does NOT mean 'next-day DELIVERY'.

The following conditions apply to this commitment:

  • An order must be placed before 5pm WST during a non Western Australian public holiday to be eligible for next business day dispatch.
  • Payment must be received before dispatch. Customers can pay immediately upon placing an order so any dispatch delays can be avoided.
  • Orders that fail our fraud checks or are suspicious may be put "on-hold" pending further investigation. Dispatch will not occur for these orders untill all our checks have been successfully completed.
  • Next business day dispatch by definition means the next working week day (ie: Monday to Friday) that is also not a public holiday in Western Australia. For example:
    • If an order is received at 1pm on a Wednesday then it will be dispatched on the next business day being Thursday.
    • If an order is received on 9am on a Friday then it will be dispatched on the next business day being Monday
    • If an order is received at 5:30pm (ie: After our 5pm cut-off time) on a Wednesday then dispatch will occur on Friday (not Thursday)
    • If an order is received at 4:30pm on a Friday and the following Monday is Western Australian public holiday then your order would be dispatched on the Tuesday.
  • On occassion we may not be able to dispatch next business day due to exceptional circumstances (usually beyond our control). In such circumstances we will attempt to dispatch on the next available business day.
  • We may notify you from time to time on our website of other planned circumstances (company leave periods for example) where next day delivery may not apply.

Once dispatched your order may take a further one or more days to be delivered to you via Australian Post depending on what postage option you chose during checkout. Please see our FAQ regarding estimated DELIVERY times.

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3. LIMITED LIABILITY

The customer is responsible for determining if a particular product is fit for purpose or not. Import Scene is not responsible for any claims, damages etc that may occur either directly or indirectly in relation to the customer's (or anyone else's) use of product(s) purchased from Import Scene. Our liability will be limited to the purchase price of the product(s) only.

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4. LEGAL USE

We do not warrant that any of our products are Legal in various states of Australia or any where else that they may be used. It is your sole responsibility to determine if the use of any product supplied by Import Scene is legal or not in your state, territory or country. Many products are strictly for off-road purposes only but we do not warrant that our product descriptions will always state this (both on our web site and on our products themselves).

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5. SECURE TRANSACTIONS

All credit card transactions processed through our website use eway's (www.eway.com.au) secure transaction processing merchant facilities. Our customers can buy with confidence. We do not store or have access to your credit card information processed through the eway gateway.

Orders purchased through Paypal are secured through paypal's secure payment gateway. We do not store or have access to your paypal information.

Given that the eway and paypal payment gateways are separate entities, we cannot unconditionally guarantee that security breeches won't happen to their systems and as such Import Scene cannot be held responsible or liable for any such breaches that may occur from the use of their gateway payment services from our website.

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6. ACCURACY OF INFORMATION AND PRICES

Although we take great care in ensuring that our website and related advertising information, correspondence, prices etc are 100% accurate, inaccuracies are bound to occur from time-to-time. We reserve the right to correct and amend inaccurate information and are not obligated in any way through the publication of incorrect information to honor or commit to those obligations as a result of inaccuracies. Any affected orders will be cancelled and refunded.

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7. INSURANCE, NON-DELIVERY AND DAMAGED GOODS

Insurance is NOT offered on any of our postage options by default. Some insurance is included in some Australian Post services such as Express and Platinum Post (Up to $100 however this may change without notice - please refer to Australian Post). If you require insurance to be added or require higher levels of insurance you must contact us first for a quote and then we will provide instructions on adding that amount to your order BEFORE you complete your order on-line.

All items are checked for defects before packaging and securely wrapped and clearly labeled to ensure that your order has the best chance to arrive to you safely.

Therefore, if your item arrives damaged then any claim must be made against any available insurance that you paid for in accordance with this policy. If you did not pay for insurance (or additional insurance) then Import Scene is not liable for replacing the damaged goods.

If your order has been dispatched by us but does not arrive then it is possible that it has either been lost in transit by Australia Post or has been stolen/misplaced from your letter box/point of delivery. In these circumstances any claim can only be made against insurance that has been requested and paid in advance by you in accordance with this policy. In no circumstances is Import Scene responsible for resending your order again. You can lower the risk of non-delivery by selecting registered post during checkout as a signature is required to receive registered items (However this option is not always available for selection for some orders based on order amount, type etc).

Where an order has failed delivery due to Australia Post not being able to locate your address and/or obtain your signature/ personal collection (for relevant Australia Post services) then it may end up being returned to us. We will notify you if this occurs and provide opportunity for your to correct or change the delviery address. You will be responsible for paying the additional postage fees for us to resend the order back to you. Pick-up is NOT possible. If you choose not to request for the order to be resent then you can apply for a Refund in accordance with our refund policy.

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8. REFUND & CANCELLATION POLICY

Refunds

If you are not 100% satisfied with your purchase within 14 days of our dispatch date then you may return it to us for a full refund (less the postage and restocking fee) no questions asked.

The following conditions/exceptions apply to this refund policy:

a) You must contact us first ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) and obtain a "RA number" (Return Authorisation number). The RA number is used for reference to track and process your return which is bound by all clauses in this Refund Policy.

b) A restocking fee of 15% of the product order cost will apply and will not be refunded to cover the costs of administering the return.

c) Any and all postage costs are excluded from the refund. Buyer additionally pays for return of goods back to IMPORT SCENE, Attn: Returns/ RA#(number), PO BOX 2229, Clarkson, WA 6030.

d) Goods must be returned in excellent, as-new, "resalable" condition (Should we decide to resale) and be returned complete in their original undamaged packaging with all included accessories, fixtures and other sub components including manuals and other documentation/parts.

e) You are responsible for paying for insurance (at your option/risk) to protect the total cost of the returned goods in case the goods are damaged and/or lost in transit when returned to us. If the goods arrive damaged (or not at all) then we will notify you so you can process any insurance that you have paid for. If you have not insured the returned goods and it arrives damaged (or not at all) then a refund will not be provided. Please also ensure that your return is packed carefully and securely with correct labelling address and appropriate padding materials.

f) Refunds do not extend to goods designated as "shop seconds". These are goods that have been previously returned and are sold as is (normally at a discounted price) and may include other ex-display goods or floor damaged goods etc.

g) Refunds are NOT available for:

  • anyDVD purchase due to piracy concerns. We will however exchange a DVD should it be found defective on first play for the same DVD in return
  • for items sold on any auction sites as these are special items sold "as-is"
  • for any items where in the description it specifically states that no refunds are available
  • for warranty claims. Any goods that do not perform as specified/expected should be actioned in accordance with our Product Warranty policy.

h) We reserve the right to refuse any and all refunds if we feel in our opinion that the buyer is exploiting this policy, is being unreasonable in any way or for any other reason at our complete descretion.

Cancellations

You may cancel your order at any time up until the time your order is dispatched. Once dispatched your order can only be refunded in accordance with our Refund Policy above. We will tell you if you order has already been dispatched or not when replying to your cancellation request. Do not rely on the Order Status field as this is updated later in the day after orders are dispatched. Send your cancellation request to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it  and we will advise you either way.

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9. PRODUCT WARRANTY

Warranty on products are restricted to the manufacturers warranty (if any) as described on/with the product packaging. In the case of a supplied manufacturer warranty the goods are to be handled as per that warranty (if any) and returned to the manufacturer, not Import Scene. No other warranty is expressed or implied. 

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10. Terms and Conditions May Change

These Terms and Conditions may change from time to time and without notice. It is a requirement for these policies to be accepted and the FAQ to be understood for every order placed on this site. It is your responsibility to inform yourself of these policies, FAQ's and any changes that may be applied from time to time. Import Scene will not specifically notify you of any such changes.

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Customer Feedback

  1. "Thank you very much for all your help and continual contact, it is consolation that you have gone out of your way to make a customer feel content. Once again i'm overwhelmed by the great customer support I receive each time I deal with your business."|D. Wright|

  2. "...wow - itz hard enuff gettin parts here locally cant believe I got my order from you guys so quick. peace out..."|M. Spicer|

  3. "I have just received what I ordered. Very prompt service and delivery. I shall be using you in future to order parts for my car.|M. Mason|

     

  4. "Wow that is so awesome man, thanks for chasing that up - you're a champion. now that's what I call service! keep up the excellent work...."|P. Winwood|

  5. "...I know where I'm getting my parts from now on and I have let my mates know what great service you give ....thanks again !!!!"|J. Bond|

  6. "Wow, that was a quick response and plus my order has already been shipped. It takes other aftermarket store to ship my parts in 5-7 days but this was fast. Thanx again .... and u really do u have great customer service. :)"|T. Prajapati|

  7. "All other customer service I come across has never come close to the service you provide and be as personal with the customer.  I have already recommended you to many friends for future purchases because obviously you take care of the people you deal with."|N. Van Dyke|

  8. "Thank you for ensuring that the order arrived as stated, promptly.... I am assured through your customer service and replies via email that you are a reputable organisation.  Your name shall be spread throughout circles here positively indeed."|A. Pell|

  9. "Thank you for all of your help, No doubt I will be ordering more product from you in the near future..."|P. Cohen|

  10. "Thanks for getting back to me so quickly, ...Once again your service is top notch and I’m looking forward to the next purchase!"|Russ P.|

     

  11. "Thanks for da help and the pic... very helpful so that was a bit of good customer service..."|J. Shiong|

  12. "I'm sure you'll be able to help me in the future.  I've already added you to my 'Favourites' list...Your customer service has been 'par excellence' "|P. Stap|

  13. "Thank you very much for the info on dash pieces you forwarded to me. Great service and much appreciated."|P. Berkhout|

  14. "...as a new customer to your business you have more than exceeded my expectations as far as customer service. I would quite happily recommend your business to collegues and friends of mine"|L. Stepan|

  15. "Thanks again for your help mate. Will do business with you again in the future..."|I. Kwee|

  16. "Its hard to find help and advice so thanks very much for your help"|A. Ram|

  17. "Thank you ..., I do appreciate your honesty and comments..."|M. Van Jaarsvel|

  18. "Just want to thank you, you are a legend, if only everyone knew how to run a business like you!!! I will definitely be doing business with you again!!! Many Thanks."|O. Tyson|


     

     

     

  19. "Thanks for the great item, I received it amazingly fast and I love the steering wheel fantastic product fantastic service."|D. Meneguz|

  20. "...I will definitely pass your company name on to others..."|N. Rooms|

  21. "...thanks for your great customer support, much appreciated!!"|S. Dunn|

  22. "Thanks... got it fine and looks great thanks for your assistance.."|J. Ellis|

  23. "....I am sure to buy off your website again because of your customer service and prompt reply's with the emails..."|J. Shiong|

     


     

     

     

  24. "Thanks for the response, God I wish I had gone to you first!..."|J. Woodruff|

  25. "I Just want to let you know that I am very pleased with your products and will be quite happy to purchase more products from you in the near future."|J. Anderson|

  26. "Thanks, I appreciate the speed in which you've dealt with my order..."|B. Nordheim|

  27. "Legendary service!! seriously, i cant get over how quickly you guys operate."|A. Ejazz|

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