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FAQs

How Do I Start a Return?

At Videocraft, we aim to ensure you’re completely satisfied with your purchase. If you need to start a return, here’s how:

1. Check Your Order

When your order arrives, inspect it to ensure everything is as ordered and undamaged. If there are any issues, contact us promptly so we can assist you.

2. Returning an Unwanted Item

If you’ve ordered the wrong item or changed your mind:

  • Unopened Items: Returns are accepted for unopened items if you notify us within 30 days of purchase.
  • Opened Items: Returns for opened items are at our discretion and may incur a restocking fee (up to 25%).

How to Start:

  • Contact us via phone at (03) 9273-7500 or email at [email protected] to initiate your return.
  • We’ll confirm the return and inform you of any applicable fees.

3. Faulty or DOA Products

If your product is faulty or Dead on Arrival (DOA), notify us within 7 days of the invoice date.

Steps to Follow:

  1. Contact us at (03) 9273-7500 or [email protected] for approval before sending anything back.
  2. Once approved, return the product with:
    • All accessories, manuals, and original packaging.
    • A note with your contact details.
    • Details about any troubleshooting you’ve attempted or accidental damage.
  3. Keep your invoice for warranty claims.

What Happens Next?

  • We’ll inspect the item and either repair or replace it based on the terms and conditions of the manufacturer’s warranty conditions.
  • Shipping costs to and from Videocraft are the purchaser’s responsibility.

4. When Returns Are Not Accepted

We do not accept returns for:

  • Non-faulty items that are special orders, software, computer hardware, headphones, headsets, or earpieces.
  • Repairs for products not purchased from Videocraft.

5. Additional Information

  • Restocking Fee: For approved returns of opened items, a restocking fee (up to 25%) will be deducted from your refund.
  • Special Orders: These cannot be returned unless we negotiate a return with the supplier.

For more details, refer to our Returns and Cancellation Policy.

Need help? Reach out via live chat, phone, or email, and we’ll guide you through the process!

How Do I Cancel My Order?

We understand that plans can change. If you need to cancel your order, here's how to do it:

1. Cancel via Your Confirmation Email

In your order confirmation email, you’ll find an option to cancel your order. Simply click the cancellation link and follow the prompts.

2. Contact Customer Service

If you prefer, you can reach out to our customer service team for assistance:

Please include:

  • Your order number.
  • The reason for cancellation.

3. Important Notes

  • Timing: Orders can only be cancelled before they have been dispatched.
  • Shipped Orders: If your order has already been shipped, cancellations are no longer possible. Instead, you can refer to our Return Policy for further instructions.
  • Special Orders: Cancellation of special orders is subject to our Terms & Conditions. These orders may not be eligible for cancellation once processed.

4. Refund Process

If your cancellation is successful:

  • Refunds will be processed back to your original payment method.
  • Any applicable fees (e.g., restocking fees) will be deducted.

If you have questions or need help, our team is ready to assist via phone, email, or live chat.

What Is Your Shipping Policy?

At Videocraft, we aim to make your delivery process seamless and reliable. Here’s everything you need to know about our shipping options and policies:

Domestic Shipping

  • Australia Post Standard Shipping Time: Orders typically take 2-6 business days to arrive, depending on your location.
  • Express Shipping: For faster delivery, we recommend our StarTrack Express, StarTrack Premium, or Australia Post Express shipping options.
  • Shipping costs, if applicable, are calculated and displayed at checkout.
  • Important: Deliveries require a signature upon receipt. Please ensure someone is available to accept the delivery during business hours at the provided address.

International Shipping

Currently, we do not offer international shipping. We are working on making this service available in the future.

Shipping Insurance

All shipped orders are automatically insured to protect against loss or damage during transit. You may opt-out of insurance, but Videocraft will not be responsible for goods lost or damaged if you choose this option.

Pick-Up In-Store

If you prefer to collect your order in person, you can use our Click & Collect option:

  • Locations: Melbourne (Burwood) and Sydney (St Leonards).
  • Orders are usually ready for collection within 2 hours when placed before 10 am unless prior arrangements are made.
  • Please wait for an email confirmation before coming to the store. Bring a copy of your order confirmation and proof of identity when picking up your order.
  • For urgent orders, contact:

Holiday Shipping

To ensure delivery before Christmas:

  • Parcel Post: Lodge by 14th December
  • Express Post: Lodge by 21st December
    *Excludes WA and NT.

Delivery Tracking

We provide courier details and consignment numbers for all shipped orders so you can track your delivery.

Contact Us

For custom delivery options or specific shipping timeframes, email us at [email protected] or call 03 9273 7500.

I'm Having Trouble Logging In

We’re sorry to hear you’re having trouble! Here’s how to get back into your account:

First-Time Login on Our New Site

We’ve recently migrated to a new platform on Shopify. If you had an account with us before, you’ll need to reset your password to log in.

  1. Go to the Reset Password page: [Link to reset password].
  2. Enter the email address associated with your previous account.
  3. Check your inbox for the password reset email and follow the instructions to set a new password.

Haven’t Created an Account Yet?

Make sure you’ve created and activated your account.

  • Create Your Account: Click Here.
  • Activate Your Account: Check your email for the activation link we sent you.

Still Can’t Log In?

If you’ve reset your password or created an account but still can’t log in, please contact us at [email protected], and we’ll be happy to assist you further.

When Will I Get My Refund?

We understand that receiving your refund promptly is important. Here's what you need to know:

Refund Processing Times

  • Once we receive your return:
    Refunds will be processed within 7 business days after we’ve inspected the returned items to ensure they meet our return policy conditions.

  • Payment method:
    Refunds will be issued back to your original payment method. Depending on your bank or payment provider, it may take an additional 5-7 business days for the funds to appear in your account.

Exceptions

  • If your return includes opened or used items, a restocking fee may apply. We’ll deduct this fee from your refund and notify you of the amount.
  • For items purchased with gift cards, refunds will be issued as store credit.

Need Help?

If you haven’t received your refund within the expected time frame, please contact our customer support team at [email protected]. Be sure to have your order number handy for faster assistance.

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