| FAQ and Import
Scene Policies |
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Frequently Asked Questions
1. WHY DOES MY CART REMAIN EMPTY
EVERY TIME I TRY AND ADD A PRODUCT
You must have "cookies" turned ON for the shopping cart to successfully function. This is because the cart program stores your selections as you shop in a "cookie" on your computer. In Microsoft Internet Explorer v6.
Go to "Tools", "Internet Options", "Privacy", "Advanced" and then enable all cookies (First and third). You can always change this back to your original settings after ordering.
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2. HOW MUCH POSTAGE WILL I
HAVE TO PAY ON MY ORDER?
Postage and handling
charges are automatically calculated on the last page of Check-Out. The charges
are based on the total weight of your order and your destination. You can
calculate your charges by proceeding through the checkout to the last page
before final acceptance. On this last page you will see the total postage and
handling costs before finalising your order.
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3. IS MY ORDER IN STOCK?
When you click on the
details of any item you will see one of the following:
IN
STOCK
This
item is in stock.
In Stock
items are generally always in stock. There are a few exceptions to this
however. There may be occasions when multiple orders come in for the same
item that depletes available stocks before we can replenish them.
Additionally, sometimes we experience delays from our suppliers or customs
for the replenishment of new stocks. On most occasions however you can
expect these items to be in stock.
LIMITED
STOCK
This
item is in stock either in limited supply or limited size/colours.
This
means that we do carry a selection of this item in it's various colours,
styles or sizes. Due to the possible large combination of available variants
of the same item we usually hold stock of the most popular types. Therefore
you can expect that the most popular variants are actually in stock. Any
item that has to be backordered will arrive ready for dispatch within the
timeframes listed below.
2-5
DAYS
This
item will be ready for dispatch in 2-5 days from order placement.
The item
is currently not in stock and will be ordered from our supplier. We expect
to receive our supplier order within 2 to 5 days. We will then dispatch the
item as soon as we receive it.
5-10
DAYS This item will
be ready for dispatch in 5-10 days from order placement.
The item
is currently not in stock and will be ordered from our supplier. We expect
to receive our supplier order within 5 to 10 days (Mostly applicable to
import items from Japan). We will then dispatch the item as soon as we
receive it.
Partial
Orders
We may
decide to ship partly fulfilled orders so that you can obtain the proportion
of your order that is in stock within the faster delivery times. We will
then send out the remainder of any order that may be backordered once the
item is ready. Import Scene pays for any additional postage and packaging
charges incurred.
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4. CAN I PAY BY DIRECT BANK
TRANSFER?
Yes, you can select
this option when checking out. Bank details are included below :
Bank:
Westpac Bank
Account Name: Import
Scene Pty Ltd
BSB:
036233
Account Number 101544
Branch details (if
req.): Ocean Keys, Clarkson WA 6030
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5. WHERE ARE YOU LOCATED AND
CAN I PICK UP MY ORDER?
We are located in Western
Australia and dispatch our products both nationally within Australia and
Internationally to the UK, Ireland and New Zealand.
Our premises are NOT
customer accessible due to logistical and security reasons therefore
Pick-Up is NOT available.
Further, for security
reasons our warehouse address is not publically listed. All
correspondence, product returns etc should be sent to our Postal
Address: IMPORT SCENE PTY LTD, PO BOX 2229, Clarkson, WA 6030
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6. WHERE IS YOUR CONTACT
TELEPHONE NUMBER?
We are contactable by
email (sales@importscene.com.au)
or fax (08 94077983) ONLY. We are NOT contactable by phone for several
reasons.
First and foremost, all
our systems are automated to track and process customer orders online
through to delivery. This is the fastest way to process your order. We
answer all queries via email so that they can be captured and processed
by our Customer Relationship Management system to ensure accuracy and
timely responses to queries as they are received.
We would not be able to
provide this level of service via Telephone unless we invest in a very
expensive call centre where the costs of which would ultimately have to
be recovered through our pricing. Clearly we want to keep our prices
competitive for our customers and therefore we have opted not to provide
direct telephone contact options.
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7. I OWN A (INSERT YOUR IMPORT
HERE) AND WANT TO MODIFY IT. WHICH PRODUCTS DO YOU RECOMMEND?
This is a common question
we receive from customers and prospects alike.
We recommend that you
should always consult your local experienced tuner for an
authoritative answer to your question. As you can probably
appreciate becoming a qualified tuner across all Japanese imports
and performance products takes years of training and hand-on
experience. We are primarily a parts supplier and do not operate a
tuning shop. We are more than happy to supply based on customers own
knowledge backed through discussions with their local tuner.
This may seem
unhelpful however we believe it is better than providing “blind”
assistance remotely within a specialty area that should always be
provided by an experienced tuner who can see the actual vehicle in
question. Many people have been mislead by remote advice either
through the lack of experience on behalf of the people providing the
advice and/or the fact that the vehicle had other considerations
that were not mentioned or could not be considered in person.
Consequently, there have been instances where people have damaged
their vehicles based upon unqualified “internet advice” from
non-qualified individuals that simply want to make a quick sale. We
are not interested in such tactics and would rather that our
customers obtain local qualified advice and then we are more than
happy to supply as appropriate.
You may also want to
review some republished Technical Tips from tuning experts which we
have made available in our
Support section
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8. WHERE CAN I FIND A COPY OF
(INSERT PRODUCT NAME) INSTALLATION AND/OR USER MANUAL?
Please see our
support section
for manuals, installation guides and technical tips.
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General Polices
1. NO RISK - CUSTOMER SATISFACTION GUARANTEE
First and foremost is our commitment to customer satisfaction. Our philosophy is simple: We are not happy until you are. We understand that good business is based on satisfaction,
referrals and repeat business. We want you to come back again and again and really get value for your money. Therefore we offer the following to all those that purchase from us.
If you are not 100% satisfied with your purchase within 14 days of receiving it then return it to us for a full refund no questions asked*.
You can't get much fairer than that. We believe in the quality and value for money that our product range represents. We want to know if you are not happy so that we can make adjustments if necessary to our stock line-up. There is no benefit to anyone if people are not satisfied and we don't know about it.
* There are some general conditions/exceptions placed on this guarantee:
a) Any and all postage costs are excluded from the refund. Buyer pays for return of goods back to IMPORT SCENE,
PO BOX 2229, Clarkson, WA 6030.
b) Goods must be returned in excellent, as-new, "resalable" condition (Should we decide to resale). We are reasonable people and we expect that you are too. Please respect goods that you return and include the original packaging.
c) Guarantee does 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.
d) We reserve the right to refuse any and all refunds if we feel in our opinion that the buyer is exploiting this guarantee or is being unreasonable in any way.
e) Refunds are NOT
available for any DVD 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.
f) Refunds are NOT available for
items sold on any auction sites
as these are special items sold "as-is".
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2. CUSTOMER SERVICE
In general we want to provide you with the highest level of customer service at all times. When we do not meet your expectations TELL US! This is business, we promise we won't take it personally! Instead we want to rectify the situation. Again we are reasonable people, talk to us and we'll resolve your issue to
YOUR satisfaction.
Communication
In this day and age we are an organisation that relies heavily on technology and technological solutions to maximise our business processes. Please EMAIL us as your first query point. We will answer your query within 24 hours (Target) and at worst case within 48 hours (Mon-Fri). We will provide you with informative responses not one-liners.
Please respect that email communication is our preferred and most successful communication medium. Our systems can track and effectively follow-up email requests better than we can handwrite and track phone messages!
Product Dispatch/Delivery Times
Products are dispatched within one business day (Target) or three business days (Maximum) from receipt of full payment
(See also Stock Availability information in FAQ above). This means that if you pay by anything other than credit card (eg: Cheque or money order) then those payment methods must be received (and cleared in the case of cheques) before goods are dispatched within the timeframes noted above. Delivery time will then include the extra Australian Post delivery time taken to your area. As Import Scene cannot control Australia Post services we can only commit to our dispatch times. As an indication only - Australia Post normally takes between 3 to 5 business days to deliver
within Australia once items are dispatched. Note that Business Days do not include Australian public holidays
or weekends. International Orders take approximately 9 to 14 business days.
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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 occurs either directly or indirectly in relation to the customer's (or anyone else's) use of products purchased from Import Scene. Our liability will be limited to the purchase price of the product
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 around the world. It is the customer's 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 sites and on our products themselves).
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5. SECURE TRANSACTIONS & PRIVACY
All 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. We only have this information if you specifically give it to
us direct. We take all reasonable precautions to ensure any information that is
given to us direct is appropriately secured.
Given that the eway gateway is a separate entity 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 service.
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6. ACCURACY OF INFORMATION AND PRICES
Although we take great care in ensuring that our website and related adverting 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 anyway through the publication of incorrect information to honor or commit to obligations as a result of those inaccuracies.
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7. INTERNATIONAL ORDERS
We ship Nationally throughout
Australia and also Internationally to the United Kingdom, Ireland and
New Zealand. WE DO NOT DO BUSINESS WITH ANY OTHER COUNTRY. Orders received
from countries we do not do business with will be immediately refunded and goods
will not be sent. Items are sent via Air Mail. All prices on this site are in Australian Dollars. Please ensure you depress the "International Prices" button on each product page when ordering so that you do not pay the Australian Goods and Service Tax which is not applicable outside Australia.
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8. AVAILABLE STOCK
Unlike other online stores who
advertise hundreds of products on their web sites but actually have no products
in stock, Import Scene actually stocks the vast majority of the products we list
on our web superstore. This means that you get piece of mind that the
product you order will come direct from Import Scene and not from some drop ship
arrangement from a third party. In supplying our customers direct we can assure
the quality of the goods before dispatch and control the whole delivery process
with a full audit trail of items sent to customers.
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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 and returned to the manufacturer, not Import
Scene. No other warranty is expressed or implied. Please let us know
however if you have problems with manufacturer warranty and if we can help we
will do so to the extent that we can, however no guaranteed resolution from our
assistance is implied.
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10.
Terms and Conditions May Change
These Terms and Conditions
may change from time to time and without notice.
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Privacy Policy
1. General
Import Scene is committed to the new Australian
privacy legislation in the way it collects, uses, secures and discloses personal
information.
The Commonwealth Privacy Act 1988 requires
companies to comply with the National Privacy Principles (NPPs). This following
describes Import Scene's Privacy Policy.
The information we collect
We lawfully collect personal information that
is necessary for our business to function. The information we collect and hold
will depend upon the products and services you request from us and may include:
• Information you provide us when you purchase
goods or services. This information will include your name, address and contact
details.
• Information derived from communications
between us and you.
• Your IP Address
The use of the facilities and services
available through our website will determine the amount and type of information
we collect. The only personal information we collect when you use our website is
what you tell us about yourself, for example, by completing an online form or
when you send us email we will record your email address.
How we use your information
We use the information we collect for the
purpose disclosed at the time of collection or otherwise as set out in this
Privacy Statement. We will not use your personal information for any other
purpose without first seeking your consent, unless authorized or required by
law. Generally we will only use and disclose your personal information:
• To establish and maintain your relationship
as a customer of Import Scene.
• To provide the products and services you have
requested from Import Scene.
• To administer and manage those products and
services.
• To answer your inquiry.
• In the case of your IP Address and other key
personal information (eg: Land-line telephone number) to ensure that
your order is authentic.
• For direct marketing by email, specials on
products or services you have shown interest in.
If we contact you in this way without obtaining
your prior consent, we will provide you with the opportunity to decline any
further marketing communications. If you at any time receive any communication
from Import Scene which you would not like to receive, please contact us and we
will remove your name from our mailing list.
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2. Access to your personal information
In most cases, you can gain access to the
personal information that Import Scene holds about you, subject to some
exceptions allowed by law.
If you would like to check or amend your
contact details, please contact us. We will deal with all requests for access to
personal information as quickly as possible.
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3. Security
Import Scene will take reasonable steps to keep
secure any personal information which we hold and to keep this information
accurate and up to date. Personal information is stored in a secure server or
secure files.
The Internet is not always a secure method of
transmitting information. Accordingly, Import Scene cannot accept responsibility
for the security of information you send to, or receive from us over the
Internet or for any unauthorised access or use of that information.
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4. Changes to this Privacy Policy
It may be necessary for us to review and revise
our Privacy Policy from time to time. Any amendments will be posted here
on this webpage. We suggest that you visit our website regularly to keep up to
date with any changes.
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5. Contact Us
If you would like any further information, or
have any queries, problems or complaints in relation to this Privacy Policy or
our information handling practices in general, please contact us on
sales@importscene.com.au
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