Shipping & Returns

Shipping:
ISM currently restricts shipping to Australian addresses. Unless otherwise specified in written shipping instructions Seller receives from the Customer prior to the shipment date, all products are packed in accordance with good commercial practice to prevent damage and deterioration during shipping, handling, and storage and shipped to the address specified in the Customers order. Quoted shipment dates are estimates only. Seller may ship partial orders, and Customer agrees to accept and pay for such partial shipments.

Inspection, Defects and Non Delivery:
The Customer must inspect the Goods as soon as is reasonably practicable after delivery. The Seller shall not be liable for any defect in the Goods unless written notice is given to the Company within 2 days of receipt of goods. The quantity of Goods, as recorded by the Company upon shipment from the Company’s place of business, shall be conclusive substantiation of the quantity received by the Customer on delivery, unless the Customer can provide decisive evidence to the contrary. The Company will not be liable for any non-delivery of Goods unless written notice is given to the Company within 2 days of the date when Goods should have been delivered. The liability of the Company for non-delivery or defective on delivery Goods will be limited to replacing the Goods within a reasonable time or to refunding the price paid in respect of such Goods.

Returns:
Please carefully read and understand the following ISM policy regarding returned goods.

Prior to returning Goods for any reason, the Customer must contact ISM to obtain a RMA (Returned Material Authorization) number. An RMA is issued in accordance with the policy herein. If it is deemed that an item should be returned, ISM customer service will issue the customer an RMA and provide the ‘ship to’ address for returns. Goods will not be accepted for return without a valid RMA number, which must be clearly visible on the outside of the package.

Stock Returns: Authorization of re-stock returns is decided at the sole discretion of ISM. Return requests must be made within fifteen (7) days of the delivery date and are evaluated on a case by case basis. If a product is authorised for return and is due to customer error (i.e. unwanted or incorrectly ordered), our standard restocking fee of 20% of the purchase price will be charged. The remainder of the reimbursement will be issued as a store credit. Shipping costs are not reimbursed. Products must be returned in new-unused condition and must contain all original packaging, instruction manuals and accessories.

Warranty Returns: Goods returned for warranty must be within the applicable warranty period. Contact ISM for issuance of a Return Authorization Number for a valid warranty claim. The decision to replace the product in lieu of repair will be at the discretion of the Company.   If the product is not covered by warranty, the customer will be contacted with repair or replacement estimates and authorization of service, otherwise the original product will be returned to the customer.

Non-Warranty Returns: If the customer wishes to return a product for repair that is no longer within the warranty period, or for damage not covered by the warranty, ISM customer service will advise the customer of the estimated cost of the repair.  Returning the product to ISM will be substantiation of authorisation to repair and customer agreement to pay for the cost of repair, whether or not it exceeds the original estimate.

Non-Returnable Items: Custom made goods are non returnable except for warranty work.  

Transportation Charges: The customer is responsible for all transportation, insurance, duties and other similar charges for all returned Goods (restock, warranty, non-warranty, special order and other returns) and the Customer must ensure that the product is appropriately packaged. Shipping damages, resulting from improper packaging will be the customer’s responsibility. The Customer is responsible for providing proof of delivery.