Support & Repairs

WARRANTY

As of March 2008, ALL ITEMS on ApeShop.com.au are AUSTRALIAN STOCK from AUTHORIZED AUSTRALIAN DISTRIBUTORS and carry FULL MANUFACTURERS WARRANTY IN AUSTRALIA. Thus, you will receive the exact same product support and warranty as you would if you purchased through a major Australian retail store.

For any warranty claims please contact the manufacturer directly. You should take it directly to the manufacturer's local service centre with your ApeShop invoice (see the manufacturer's website for details of your local service centre). Your ApeShop invoice is emailed to you at time of purchase, you can also re-print by logging into ApeShop.com.au and going to My Account > Under "Previous Orders" click "View" > Scroll down and click "Print Order Invoice"

You can also print your invoice by using this link, replace XXXX with your order number:
http://www.apeshop.com.au/index.php?main_page=popup_print_invoice&order_id=XXXX

In some cases an invoice stating the serial / IMEI number is required so if you do not have your ABN invoice with the IMEI please email us with your IMEI / serial number and we can re-issue the complete invoice with the serial / IMEI number on it. (most ApeShop invoices already have the IMEI / Serial numbers clearly shown)

Note - some items bought before March 2008 came with ApeShop Return to Base Warranty. For items purchased before March 2008 please see instructions below on how to proceed under warranty.

MANUFACTURER SUPPORT CONTACTS

Manufacturer Support - Mobile Phones / PDAs / GPS

Manufacturer Support - Digital Cameras / Camcorders / Lenses

Manufacturer Support - Computers & IT

TECHNICAL SUPPORT & DEVICE SETUP

For technical support on how to use, setup or configure your products please contact the manufacturers directly, they have many experts available and technical support hotlines to assist you. Likewise for instructions on how to setup your phone to any network provider, please contact your provider directly as they are the experts and know what settings are required to access their network so will be in the best position to assist you.

DEAD ON ARRIVAL (DOA) RETURNS / REPLACEMENT

ApeShop guarantees all items are undamaged and working on arrival. In extremely rare cases if you believe a product is Dead on Arrival ApeShop can assist you to get this replaced, manufacturers have strict time limits so please check your item is working immediately and report any DOA claims within 48 hours.

All items are brand new and usually sealed in plastic or passed a QC at the warehouse as perfect so DOA items virtually never happen. Please do check the item first with a local camera / phone / computer store and refer to the manufacturers technical support hotline and the user manual to make sure this it not simply a setting. It is imperative that you perform the factory reset and software update first as that will fix most software problems and freezing.

To claim a DOA replacement please contact us via email to support 'at' apeshop.com.au or via our Contact Us form and we will issue and RMA number and address for return. Include the DOA Replacement Form

RETURN TO BASE APESHOP WARRANTY FOR ITEMS BOUGHT BEFORE MARCH 2008:

Please try the following first BEFORE contacting us, this will resolve most issues:

- Perform a manufacturer reset / factory restore of the phone / camera / psp / mp3 player - see your user manual for instructions
- Upgrade to the latest firmware / software - see the manufacturer's support website
- Try using with 1) a different charger, 2) a different battery, 3) for mobile phones, a different SIM card (this may help isolate the problem)

For Mobile Phones, taking the phone to your local service provider is a good first step (e.g. Telstra, Optus, Vodafone store), they would quickly be able to advise what is the problem. Most problems are simply a matter of configuring the settings correctly, so for all products make sure you first contact the manufacturer's technical support and see the online help files and user manuals available at the manufacturer's websites.

If the above steps do not fix the problem, rest assured manufacturers defects are still covered under a full 12 months ApeShop warranty. Please contact us for an RMA number and you can return the item so we can arrange repair / replacement, please send it via REGISTERED POST ( i.e. signature on delivery). When we issue your RMA we will advise the address of your nearest ApeShop office or service centre for your product to send the item. Include this Repair Service Form.

Unless otherwise instructed please pack EVERYTHING in the box and send it back in the box as originally packed

When contacting us regarding a support issue, you must include:
- ApeShop Order #
- Product IMEI / Serial #

Support requests must be made via email to support 'at' apeshop.com.au or via our Contact Us form