YOUR FIRST STEPS
We want you to be happy, so if you have any questions at all please contact us ASAP.
We will always endeavour to help you, it's what we do.
Please check the contacts page for full information on who you can speak to...
YOUR ONLINE RIGHTS
When making a purchase from an online seller based in Australia, you have a number of basic rights. The Australian Consumer Law makes it unlawful for a trader to mislead or deceive you about your purchase.
This includes the purchase price and any claims made in advertisements.
Where problems arise with your purchase you may be entitled to a remedy such as a refund, replacement or repair. We are happy to make sure you are happy with every purchase. Please contact us for any issues at all.
PAYMENTS
You can use Mastercard, Visa or Paypal. Sorry - NO AMEX or Diners Club Cards
Our credit card transactions (and our entire site for that matter) are 100% secure and encrypted. Our credit card processor is eWay. For added security we do not store your credit card details in our database which means you need to enter them every time you make a purchase with us.
The PayPal transactions are processed by PayPal services. With PayPal, you can use your bank account as well to pay for your purchases.
Unfortunately, payments such as bank transfer, cheque and money order can’t be accepted as there is no way to immediately verify payment.
FAULTY ITEMS
Please email support@franciskosh.com.au so we can try to help.
We will always reply to your email within 1-2 working days to let you know what we can do. When emailing us, please provide as much information as you can including information such as:
• What happens when you try to use it
• How we can reproduce the problem (if it's not a constant problem such as a product which is dead)
• Photos if possible so we can see what you see
Once a faulty item has been confirmed as faulty we will repair the item, replace the item (if we have stock left) or refund you, in that order providing it's not broken because of misuse. If you'd prefer to be refunded straight away, please let us know that when you first contact us so we don't send you a replacement.
We accept responsibility for our faulty products and we're more than happy to pay for items to be returned to us if needed. If we ask for an item to be returned to us, we will usually provide you with a free post return label. All returned items must be reasonably packaged to prevent further damage. Under no circumstances can an item be returned without first contacting us. This leads to all kinds of problems that are better avoided by letting us know ahead of time that something will be coming back in. So just let us know first... we won't bite.
*** Please see our returns policy at the bottom of this page for full details ***
I THINK I'VE CHANGED MY MIND?
It's ok, we understand that sometimes you can change your mind (or have your better half change your mind for you) after you make a purchase. We're more than happy to take items back within 14 days and refund you for them providing it's unused and still has it's original packaging. Please note that we will not pay for items to be returned to us if you change your mind, this is unfortunately something you have to do at your cost.
*** Please see our returns policy at the bottom of this page for full details ***
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to ship products out within 2-3 working days of you placing your order. Depending on which carrier we’re shipping your order with, it should arrive in your hands in 3-6 working days.
When we dispatch your order we will send you an email with an expected delivery date range in it and who it’s being shipped with. Some shipping providers give us tracking information, which we will forward on to you if applicable.
If you still don’t have your order after the expected delivery date range has passed, please don’t hesitate to contact us.
TERMS & CONDITIONS
PRIVACY POLICY
This Privacy Policy tells you how we collect information when you visit this site or deal with us and what we do with your personal information. At Francis Kosh, we understand the importance you attach to your personal information. As such, we shall ensure that we comply with our obligations under the Privacy Act 1988 (Cth). If you submit information to Francis Kosh by registering as a member, purchasing one of our products or by sending us an email, we collect that information and use it for the purposes of providing you with information or advice about our goods and/or services and for processing an order by you for our goods and/or services.
Specifically, we require your name, street address, email address, phone and fax number and method of payment details in order to complete an order for our goods and/or services.
We shall only disclose your personal information to third parties where the disclosure is necessary and directly related to the purposes set out above - such as our financial institution to process your order. We shall not give our customer lists to third parties for promotions independent of Francis Kosh.
Under the Privacy Act 1988 (Cth) you have a right to request access to your personal information held by us. You may do this by sending us an email to privacy@franciskosh.com.au or by writing to us at:
Privacy Officer
Francis Kosh
P.O. Box
VIC
You do not have to provide us with the information requested, however, we will be unable to process your order should you be unwilling to do so.
As a small business, Francis Kosh relies on word-of-mouth of customers and friends to 'spread the word' about our great deals. To keep you up-to-date on new products and special deals and promotions we do send occasional emails. However, in accordance with the Spam Act 2003 (Cth) we shall only send you emails with your prior consent and shall be happy to remove you from our mailing list should you no longer wish to receive our promotional information.
RETURNS POLICY
Returning Defective Merchandise
At Francis Kosh we are proud of our products and guarantee all our products as being as advertised. We will attempt to replace any defective merchandise (subject to stock availability) or refund you for any defective merchandise (including reasonable shipping costs) provided that:
1.the return is pre-arranged with Francis Kosh. This can be done by e-mailing returns@franciskosh.com.au
2.the product is not defective as a result of misuse, improper installation, connection to the wrong voltage or other abuse or misuse.
Should there be any problems with defective product, please contact Francis Kosh first. All returns must be pre-arranged by emailing returns@franciskosh.com.au
Returning Non-defective Merchandise
Please carefully check the specification and compatibility of the products with your requirements prior to purchasing. Due to the nature of sales at Francis Kosh, if you should purchase one of our products and then decide to return it, you are depriving another customer of the chance to purchase that item.
However, should you wish to obtain a refund for a non-defective product we may do so (at our discretion) on the following conditions:
1.the return is pre-arranged with Francis Kosh. This can be done by e-mailing returns@franciskosh.com.au
2.the product must be returned to us at your expense with proof of purchase within 14 days of the date of purchase;
3.the product must be unused and in it original condition, including its original packaging; and
4.we will not under any circumstances refund the cost of shipping the product to you and we may at our discretion deduct the cost of the credit card transactions from your refund.
All returns must be pre-arranged by emailing returns@franciskosh.com.au
