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Seranno Australia

Terms & Conditions

Sold and delivered by Serrano Australia Pty Ltd (ABN 46 139 881 324)



Product Return
We recommend that customers choose carefully before buying as no returns are permitted where
the buyer is simply unhappy with their purchase or has changed their mind.
With all products supplied by Serrano Australia Pty Ltd, manufacturer warranties and existing
statutory conditions apply, and are not superseded or overwritten by these Terms and Conditions.
You may visit the ACCC website at www.accc.gov.au for additional information on your consumer
rights.

Order Changes and Cancellations
Serrano Australia Pty Ltd strongly urges you to please choose carefully and only place your order
when you are completely ready. Once an order has been put through, Serrano Australia Pty Ltd will
charge a fee of $15 per change or amendment to the order (including address changes and product
colour changes) or for the cancellation of the order under all circumstances.

Return Authorisation
In all cases of product returns, a Return Authorisation or "RA" number must accompany the
returned product. Customer Service will issue a RA number to you after determining that a product
is returnable. Returned products cannot be accepted or processed without an RA number. Returned
products should be physically delivered back to Serrano Australia Pty Ltd within 30 days of your
receipt of the RA number. Returned products packages must include the original packaging (if
possible)and all accompanying user manuals and documentation, and any included accessories
and/or parts. If after examining the returned product and the unit is found not to be faulty, the
customer may be liable for the payment of a $30 fee for handling charges and administration fees.

Dead On Arrival (or "DOA") Products
A delivered product is determined to be DOA if it is not of acceptable quality when first removed
from its original packaging. Serrano Australia Pty Ltd Customer Service will make a DOA
determination with reference to the relevant legislation contained in the Competition and Consumer
Act 2010 (formerly known as the Trade Practices Act 1974).
In the case of a DOA determination, Serrano Australia Pty Ltd will issue a full refund or a
replacement to you for a DOA product if there has been a major failure. You have the discretion as
to whether you receive a full refund or a replacement product in the event that there has been a
major failure.

A major failure is defined as a product which:
has such a serious failure that, if you had been aware of the failure prior to purchase, you would not
have made the purchase;
differs significantly from the descriptions given on the Serrano Australia Pty Ltd website;
is substantially unfit for the purpose for which the goods are generally used or for a purpose which
you have made known to Serrano Australia Pty Ltd prior to purchase; or
is an unsafe product.
If the product is not of acceptable quality but only has a minor failure (defined as any failure which is
not a major failure), Serrano Australia Pty Ltd has the discretion to offer you either a full refund, to
repair the product or give you a replacement product.
In the case of either a major or minor failure, Serrano Australia Pty Ltd will be responsible for the
costs of you returning the product to Serrano Australia Pty Ltd.
Should a product not be determined to be DOA, Serrano Australia Pty Ltd reserves the right to refuse
to refund or replace the product. A replacement product becomes yours upon delivery. In the case
of a refund or replacement product, the DOA-determined product becomes the property of Serrano
Australia Pty Ltd when it has been determined to be a DOA-determined product by us. 

Dead Shortly Following Arrival (or "DSFA") Products
If, after a reasonable amount of time after successful product delivery (usually 30 days) you find that
your product is not of acceptable quality, contact Customer Service. If Customer Service determines
your product to be DSFA as not being of acceptable quality and having a major failure (as defined
above), Serrano Australia Pty Ltd will issue a full refund or a replacement of the DSFA product. You
have the discretion as to whether you receive a full refund or a replacement product in the event
that there has been a major failure. If the product is not of acceptable quality but only has a minor
failure, Serrano Australia Pty Ltd has the right to offer you either a full refund, to repair the product
or give you a replacement product.
Should a product not be determined to be DSFA, Serrano Australia Pty Ltd reserves the right to
refuse to refund or replace the product. A replacement product becomes your property upon
delivery. In the case of a refund or replacement product, the DSFA-determined product becomes the
property of Serrano Australia Pty Ltd when it has been determined by us to be a DSFA-determined
product.


Defect Later-On (or "DLO") Products
A delivered product is determined to be DLO if it is not determined to be DOA or DSFA, and it is
determined to not to be of acceptable quality after a reasonable time of your owning the product.
"Reasonable time" is defined as the length of time in which it is reasonable to expect a product to be
free of problems or defects, taking into consideration such factors as price, quality, and degree of
use.
If Customer Service determines your product to be DLO, as not being of acceptable quality and
having a major failure (as defined above), Serrano Australia Pty Ltd will issue a full refund or a
replacement of the DLO product. You have the discretion as to whether you receive a full refund or a
replacement product in the event that there has been a major failure. If the product is not of
acceptable quality but only has a minor failure, Serrano Australia Pty Ltd has the right to offer you
either a full refund, to repair the product or give you a replacement product.
If Customer Service determines that a product not DLO, Serrano Australia Pty Ltd reserves the right
to refuse to replace or refund the product. A replacement product becomes your property upon
delivery. In the case of a refund or replacement product, the DLO-determined product becomes the 

Manufacturer Warranties
Many of our products are sold with a manufacturer's warranty, in the event of defect. Many of our
products are also accompanied by the promise of such services as Customer Support for technical
troubleshooting or other issues. We encourage our customers to fully understand and take
advantage of manufacturer warranties and promised Customer Support services. Should the
manufacturer warranty and/or Customer Support services fail to rectify any problem, Serrano
Australia Pty Ltd is prepared to issue a replacement product or provide a full refund of the purchase
price in accordance with the preceding sections of these Terms and Conditions.
Physical Return of Products


In the case that you and Serrano Australia Pty Ltd Customer Service have come to an agreement
regarding the payment of a full refund or a replacement product for a product determined DOA,
DSFA, or DLO, you must physically return the DOA, DSFA, or DLO product back to Serrano Australia
Pty Ltd. A Return Authorisation or RA number will be issued to you for this return, in the form of a
PDF voucher. You must affix this RA voucher to the returned product. Products should be returned
at your local Australia Post Office. Serrano Australia Pty Ltd will pay for the return deliveries of DOA
or DSFA or DLO items, where it has been determined that the product was not of acceptable quality.
In any other case, you may be charged for the cost of returning the product and related
administration charges.


Replacement Products
In the case of DOA, DSFA, or DLO return determinations when you have opted for a replacement
product, we will ship the replacement item to you (at our delivery cost) after we have received the
DOA, DSFA, or DLO product from you, along with the RA number that Customer Service has provided
you. Please allow similar delivery times for replacement products as for original products, as
outlined in these Terms and Conditions. Replacement products are covered by the same warranties
and return policies as stated in these Terms and Conditions.
Special Limitations - Computer Hardware


Serrano Australia Pty Ltd can in no way be held responsible for any damage to or loss of any data,
applications, programs, or other information stored on any electronic or computing products we
offer for sale on the website. Recovery of any such data is not expressly covered under any Serrano
Australia Pty Ltd warranty. In the event of an electronic or computing product that is returned to us
for refund or a replacement product, Serrano Australia Pty Ltd can in no way be held responsible for
any data left on any electronic or computing product which has been returned to us for refund or
replacement. It is your obligation before sending any such electronic or computing products to us to
carry out all necessary backups of any data or other information contained on the electronic or
computing product


Serrano Australia Pty Ltd cannot be held responsible for any damages, whether direct or indirect,
incidental or consequential, arising from the sale of an electronic or computing product, including
but not limited to the loss of personal or business profits, "downtime," loss of goodwill or business
opportunities, damage to equipment, costs of data or systems recovery, reproducing lost data or
programs, or loss of confidentiality. Serrano Australia Pty Ltd does not guarantee that the repair,
replacement, or refund of any electronic or computing product comes without risk to the integrity of
data, programs, or other digital data.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

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