At insignia, we strive to ensure every customer is satisfied with their purchase. That’s why we offer a 31-Day Guarantee on stocked* products. If a product doesn’t meet the standard outlined in the product description, you can return it within 31 days for a refund of the purchase price, provided it is unused and in its original packaging. Delivery fees are non-refundable.
To help us assess your situation and resolve the issue as quickly as possible, we may request additional information or photos via email.
HOW DO I MAKE A RETURN?
If you've ordered the wrong item or changed your mind and need to return it, follow these steps:
- Contact Us
Start your return by reaching out to our Customer Service Team. You can call us at 1300 467 446 or email orders@insignia.com.au. Make sure to include your customer number, invoice number, item codes and quantities of the products you wish to return. - Ensure Items Are in Resalable Condition
All returning items must be unused and in their original packaging. Our team may request photos of the items to confirm they are in resalable condition. - Restocking Fees
insignia manages the freight and transport for all product returns. A restocking fee of $25.00 (excluding freight charges of $50.00 per pallet or $15 for carton returns) will apply to change-of-mind returns within a 31-day post-purchase period. This fee varies based on your location and the items being returned.
For more details about restocking fees or the returns process, contact us at 1300 467 446 or email orders@insignia.com.au.
NON-RETURNABLE ITEMS
Certain items cannot be returned due to change of mind. Please refer to the following list:
- Sourced-on-Request Products: Items that we do not usually keep stock on hand for and are sourced in for your order are not eligible for returns.
- Custom Products: All custom-made items, such as custom blank or printed labels, are non-returnable. Please ensure you are completely satisfied with the proofs before approving them.
- Clearance Items: Products purchased on clearance cannot be returned.
If you’re unsure whether a specific item is returnable, feel free to contact our Customer Service Team for clarification at orders@insignia.com.au
INCORRECT OR FAULTY PRODUCTS
We apologise if you’ve received an incorrect or faulty product. We’re here to help. Please follow these steps:
- Check Your Order Details: Review your order confirmation to ensure the received item matches your order. Note down your invoice number and the details of any discrepancies.
- Contact Us: Reach out to our Customer Service Team as soon as possible via email at orders@insignia.com.au or call 1300 467 446. Provide your customer number, invoice number, a brief description of the issue, and, if possible, photos of the incorrect or faulty item.
- Return Instructions: If a return is necessary, our team will guide you through the process and provide a Case Number with further instructions.
- Dead-On-Arrival Claims: Dead On Arrival (DOA) claims are accepted only within 30 days of invoicing. Any DOA claims submitted after 31 days from invoice will be treated as a warranty return and will be handled under manufacturer warranty procedures.
Dead On Arrival (DOA) hardware status shall be determined solely by insignia Technical Support following standard diagnostic procedures.
Dead On Arrival (DOA) items must be returned with all original packaging and accessories. Incomplete returns may not be eligible for credit or replacement. - Replacement or Refund: Once the product is deemed to be faulty, we’ll determine next steps to resolve the issue. In some cases, additional investigation may be required for faulty items, and we appreciate your patience.
- Follow-Up: You will receive updates via email throughout the process. For further questions or assistance, contact us directly.
GETTING YOUR RETURN READY
Once your return request is approved, we will send return labels via PDF to your preferred email address.
1. Print and attach the labels to the items being returned.
2. Notify us when the items are ready for collection.
3. We’ll arrange for our freight carrier to pick up the items and return them to our warehouse.
If any special instructions are required for the pickup, please inform our team to ensure a smooth process. If the items have not been picked up within 7 days, please contact us.
CREDIT/REFUND PROCESSING TIMES
- Inspection and Refund: A credit/refund is processed after the goods are returned to our warehouse and inspected, typically within 5–10 business days.
- Lost in Transit: Refunds for lost goods may take approximately 30 days to process while we work with our freight carriers to try and locate or retrieve back the goods.
- Credit Card Refunds: Refunds to credit cards take approximately 5 business days after issuing a credit note or cancelling the order. Please note that credit card refunds are only available to the original payment method used.
If you prefer to keep the refund as a credit on your insignia account, our team will be happy to assist with the arrangement.
FOLLOW-UP ON RETURNS
Our Customer Service Team is available Monday to Friday, 7:00 AM – 5:00 PM AEST. Feel free to contact us by phone on 1300 467 446, email orders@insignia.com.au or start a live chat with us for assistance.
