Neo Direct - Seller Information


About Us - Neo Direct

Neo Direct has everything you need to accessorise your tablet, smart phone and other tech products. We pride ourselves on market leading brands and next day dispatch so you can get what you want, fast! Neo Direct is a one stop shop for high quality and affordable mobility accessories and gadgets direct to your door.

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Delivery Information

Neo Direct is one of the largest distribution companies in Australia shipping out over 12,000 units a day - that’s over 3.1 million units every year. With this type of experience and having our warehouse located right at the airport in Brisbane - it means you can feel confident that we can ship anywhere in Australia, with next day dispatch!

All items under 3kg have free shipping. For big and bulky goods, shipping charges are calculated based on carton sizes and your location. You'll be able to view delivery costs by entering your postcode in the shopping options section of any product page, or viewing your cart summary during checkout. All orders are shipped to you from our Brisbane warehouse.

Delivery Time Frames

Delivery time frames are not guaranteed and are rough estimations given to us by our allocated couriers. Delivery is only available from Monday to Friday, 9:00am - 5:00pm. Please do not allocate hours as the courier company cannot deliver within allocated time frames.

Our delivery times can vary based on your location. Please see below as a guide.

Destination State Estimated Delivery Time - Home Delivery
Queensland 2-8 business days
New South Wales Regional Areas 3-6 business days
Sydney 1-5 business days
Victoria Regional Areas 3-6 business days
Melbourne 1-5 business days
Australian Capital Territory 4-7 business days
South Australia 3-7 business days
Tasmania 5-10 business days
Northern Territory 7-14 business days
Western Australia 7-14 business days

Neo Direct are happy to assist you with any delivery enquiries. If you have not received your product 3 days after the above estimates, contact us on 1300 255 563 or email through to sales@neodirect.com.au who will be able to follow up your query.

Late Deliveries

We or our carriers will always try to arrive on time, but will not be held responsible for late arrival due to unforeseen circumstances.

Refund or Replacement

Refund or replacement may only take place once an item is declared 'lost in transit'. In accordance with our courier's guidelines, items will be only be declared as 'lost in transit' if the item cannot be located 25 working days after dispatch.

If products are damaged from transit, we apologize for this and will require you to contact our Support team on 1300 255 563 or sales@neodirect.com.au. Our Sales Support team will assess and assist with repairs/parts replacement, and if the damages are not easily fixable, a replacement will be considered.

No-one Home

If when the carrier arrives with your goods after pre-arrangement without an Authority to Leave Unattended and there is no-one present to receive them, they will be returned to the carrier's depot, or to the supplier. In this case you will be liable for charges for re-delivery. If the order is subsequently cancelled, you will be liable for all carriage charges and a 15% restocking fee also.

Short Deliveries and Damage to Packaging

You are responsible for counting the amount of cartons you receive and ensuring that this amount matches the amount on the carrier's delivery note. If this amount does not exactly match what you have received, you must note the number of cartons on the carrier's delivery note.

Damage to packaging must be stated on the delivery note next to your signature. You must cross out "delivered in good condition" from the carrier's delivery note (if applicable). If the item has been damaged we will require you to email us at sales@neodirect.com.au with a description of the damage and photos attached so we can organize a remedy for the damage. Short deliveries and damage to packaging must be reported to Neo Direct within 2 working days of signing. Neither Neo Direct nor the delivering carrier can be held responsible for short deliveries, damages to packaging and/or items if you do not note them on your delivery note. This does not affect your statutory rights in the event of the goods being faulty.

Availability

If, for any reason, we cannot immediately supply you with a product you have ordered, we will let you know over phone or email and provide you with options to amend, exchange, or cancel & refund.

Warranty, Returns and Refunds

In the event of a product arriving faulty or damaged or if you have been sent the incorrect product, a replacement item will always be sent unless the item is unavailable at which a refund will be given. Please contact Neo Direct on 1300 255 563 or email through to sales@neodirect.com.au and we will help you process your request. Do not return any products without an authorisation number from our sales support team as this will be at your expense and you will not receive a refund.

Change of Mind Returns

In the event you change your mind and there is not an issue with the product, the cost of the return freight is payable by the customer. A full refund of the goods will be issued as soon as the goods arrive back at our warehouse in re-saleable condition (original packaging). If the goods are sent back used or damaged a refund will not be issued. For change of mind returns:

  • To return a product you need to contact our Customer Service Centre on 1300 255 563 or email through to sales@neodirect.com.au
  • The product must be in an unopened, unused condition - suitable for resale
  • The refund will be calculated as per the product price paid, less the return delivery charge if not originally paid by the consumer
  • Risk of loss or damage to the product will not be assumed by Neo Direct until the product has been accepted back into our warehouse. So, we suggest using a tracked parcel service to return the products to us
  • Please note all returns for change of mind are limited to 3 days from time of delivery

Important Note: If a returned product does not meet the criteria above, Neo Direct may reject the claim and return the product to you at your cost. If a product is not picked up or return postage not paid by you within 30 days of being notified of the rejection of your claim under this policy, the product will be permanently disposed of. This process does not override any statutory rights you may have.

Warranty Conditions

3SIXT

3SIXT offers a 2yr warranty on all products with the exception of their Action Camera which comes with a warranty of 1yr.

3SIXT will replace the faulty product at no cost to the consumer. The warranty does not extend to any consequential damages or costs that may be incurred and is valid from the date of purchase. The consumer will need to contact Neo Direct on 1300 255 563 or email through to sales@neodirect.com.au The benefits to the consumer under this warranty are in addition to other rights and remedies of the consumer under Australian and New Zealand laws in relation to the goods to which the warranty relates.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The warranty is provided by:

Lifeproof

To be eligible for any warranty claim with Lifeproof, all users must have followed the water test process on their case BEFORE using it on their device. You can find a video on how to conduct this test here:

LifeProof and its affiliated companies worldwide (-LifeProof-) warrants our LifeProof products against defects in material or workmanship for a period of one year from the original date of purchase of the product by a consumer (the -Warranty Period-). LifeProof does not warrant, and is not responsible for, any smartphone or other device made by anyone other than LifeProof. If a material or workmanship defect arises with regard to any LifeProof product, and a valid claim is received within the Warranty Period, LifeProof will:
(1) Repair the LifeProof product using new or refurbished parts or
(2) Replace the LifeProof product with a new or refurbished LifeProof product.

For purposes of this limited warranty, -refurbished- means a product or part that has been substantially returned to its original specifications. In the event of a defect, these are your exclusive remedies. In addition to and without limiting the generality of the foregoing disclaimers, the limited warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside or outside of the Lifeproof product.The benefits to the consumer under this warranty are in addition to other rights and remedies of the consumer under Australian and New Zealand laws in relation to the goods to which the warranty relates. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Sole and Exclusive Remedy

Your sole and exclusive remedy for any breach by LifeProof of this Limited Warranty, and LifeProof's sole and entire liability for such breach, is, at LifeProof's option, to repair or replace the defective LifeProof product or, if the warranty claim is submitted during the first thirty (30) calendar days of the Warranty Period, refund the purchase price of the defective LifeProof product. Repair or replacement of the applicable LifeProof product (including parts and labor as well as re-shipping costs) shall be made at LifeProof's expense. LifeProof reserves the right to send you a replacement LifeProof product that is the same or of a similar style to the LifeProof product you returned under the Limited Warranty or a substitute equivalent to your original LifeProof product that may not be of like kind (depending on availability). Replacement LifeProof products will be furnished only on an exchange basis. Replacement or repaired LifeProof products are warranted as above only for the remainder of the original applicable Warranty Period.

Making a Warranty claim for Lifeproof

If you wish to make a claim under this Limited Warranty for a LifeProof product, please contact Neo Direct customer service team on sales@neodirect.com.au. You will be asked to provide the following:

  • First name
  • Last name
  • Contact information
  • Purchase order number
  • Date of purchase
  • Lifeproof product purchased and the series and colour
  • Front serial number
  • Back serial number
  • Description of the fault
  • Images showing the front and back of the case

All of the above information is required before a warranty claim will be accepted. Once a claim is submitted, you will be contacted by us. Your claim will be assessed and if deemed to be covered under warranty a replacement or refund will be issued.

Otterbox

Otter Products, LLC and its affiliated companies worldwide (-OtterBox-) warrants our OtterBox products against defects in material or workmanship for a period of one year from the original date of purchase of the product by a consumer (the -Warranty Period-). OtterBox does not warrant, and is not responsible for, any smartphone or other device made by anyone other than OtterBox. If a material or workmanship defect arises with regard to any OtterBox product, and a valid claim is received within the Warranty Period, OtterBox will:
(1) repair the OtterBox product using new or refurbished parts or
(2) replace the OtterBox product with a new or refurbished OtterBox product.

For our Clearly Protected line of products only,
(1) we provide the above warranty for the life of the product, provided the Clearly Protected product is used on only one device and has not been removed from that device at any time, and
(2) we provide a one-time replacement of the product for defective installation of the product by the customer (including air bubbles that don-t go away within 24 hours of installation). For purposes of this limited warranty, -refurbished- means a product or part that has been substantially returned to its original specifications. In the event of a defect, these are your exclusive remedies. OtterBox reserves the right to charge a small shipping and handling fee in connection with the fulfilment of any valid claim.

Exclusions and Limitations

Except for the limited warranty expressly set forth above or to the extent restricted or prohibited by applicable law, OtterBox expressly disclaims any and all other warranties express or implied, including any warranty of quality, merchantability, or fitness for a particular purpose, and you specifically agree that OtterBox shall not be liable for any special, incidental, indirect, punitive, or consequential damages for breach of any warranty of any type on any OtterBox product. In addition to and without limiting the generality of the foregoing disclaimers, the limited warranty does not, under any circumstances, cover the replacement or cost of any electronic device or personal property inside or outside of the OtterBox product. The benefits to the consumer under this warranty are in addition to other rights and remedies of the consumer under Australian and New Zealand laws in relation to the goods to which the warranty relates. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Making a Warranty claim for Otterbox

If you wish to make a claim under this Limited Warranty for a Otterbox product, please contact Neo Direct customer service team on sales@neodirect.com.au. You will be asked to provide the following:

  • First name
  • Last name
  • Contact information
  • Purchase order number
  • Date of purchase
  • Otterbox product purchased and the series and colour
  • Front serial number
  • Back serial number
  • Description of the fault
  • Images showing the front and back of the case

All of the above information is required before a warranty claim will be accepted. Once a claim is submitted, you will be contacted by us. Your claim will be assessed and if deemed to be covered under warranty a replacement or refund will be issued.

Plantronics

What is the Period of Coverage?

The term of the warranty begins from the date of purchase. Your dated sales receipt showing the date of purchase is your proof of purchase. The warranty period varies by product and is generally 1, 2 or 3 years; consult your original Plantronics product packaging or user information provided at the time of purchase for the warranty term specific to your product ("Warranty Period"). Plantronics' obligation under this Limited Warranty to repair or replace products that manifest a defect in materials or workmanship ceases upon the expiration of the Warranty Period.

What Products Are Not Covered by This Limited Warranty

This Limited Warranty does not cover:
(1) products purchased from an unauthorized reseller;
(2) use in call centers of products not designed for intensive use;
(3) products purchased through online auctions;
(4) products that are operated in combination with software, peripheral or ancillary equipment such as but not limited to batteries, chargers, adapters, headsets, connector cables, and power supplies ("Ancillary Equipment") not furnished or otherwise certified by Plantronics for use with the Plantronics products or any damage to the Plantronics products or ancillary equipment as a result of such use;
(5) damage caused by (a) accident, fire, misuse, neglect, unusual physical or electrical stress, or modification; (b) improper or unauthorized installation, wiring, repair, testing or (c) use of the product outside Plantronics published guidelines;
(6) instances in which someone other than Plantronics (or its authorized service centers) tests, alters, modifies or services the products in any way;
(7) products that have (a) serial numbers or date tags that have been removed or altered, or (b) nonconforming or non-Plantronics housings or parts; and
(8) consumable spare parts and accessories (unless they are found to be non-functional or broken upon purchase of product), such as:
Cases and Case Parts, Modular Plugs, Cradles, Headbands, Lanyards, Pouches, Voice Tubes, Decorative Finishes, Switches, Eartips, Eartip Kits, Ear Cushions, Ear Loops and Ear Budeez and Customer-replaceable Standard Batteries

What Will We Do to Correct Problems

During the Warranty Period Plantronics will repair or replace, at its option, products that manifest defects in materials or workmanship if you provide notice to Plantronics and return the product to Plantronics in the manner described below.

Plantronics may repair or replace products under this Limited Warranty
(a) with new or previously used products, parts, or components equivalent to new in performance and reliability, or
(b) with re-manufactured products using new components or new and used or reconditioned components equivalent to new in performance and reliability, or
(c) with a product equivalent to an original product that has been discontinued.

If these replaced or repaired products, parts or components manifest a defect in materials or workmanship during the greater of 12 months following their repair and/or replacement, or during the remainder of the Warranty Period for the product they replaced or in which they were installed, Plantronics, at its discretion, will repair or replace these products or parts.

For products sold with customized, user-replaceable batteries manufactured by Plantronics, in the event the battery fails during the Warranty Period, Plantronics will replace the battery. For products sold with batteries that are not user-replaceable, in the event the battery fails during the Warranty Period, Plantronics will replace the product.

When a product or part is replaced, the replacement item becomes your property and the returned product or part becomes the property of Plantronics.

In the unlikely event that your product has recurring failures or Plantronics is unable to repair or replace the product, Plantronics will provide you with a replacement product selected by Plantronics that is the same or equivalent to your product in performance. This is your exclusive remedy for a defective product.

What Exclusions and Limitations Apply to this Limited Warranty

Plantronics makes no other express warranty whether written or oral and Plantronics expressly disclaims all warranties and conditions not stated in this limited warranty to the extent allowed by the local Law of Jurisdictions outside the United States, Plantronics disclaims all implied warranties or conditions, including any implied warranties if merchantability and fitness or conditions, including any implied warranties of merchantability and fitness for a particular purpose. For all transactions occurring in the United States, any implied warranty or condition of merchantability, satisfactory quality, or fitness for a particular purpose is limited to the warranty period as provided by Plantronics in the materials received at the time of purchase

No warranty is made that the software provided by Plantronics will meet your requirements or will work in combination with any hardware or applications software products provided by third parties, that the operation of the software products will be uninterrupted or error free, or that all defects in the software products will be corrected.

Limitation of Liability

The maximum liability of Plantronics under this limited warranty is expressly limited to the lesser of the price you have paid for the product or the cost of repair or replacement of that product or any component or part that malfunction in conditions of normal use. Except as indicated above, in no event will Plantronics be liable for any damages caused by the product or the failure of the product to perform, including any lost profits or savings or special, incidental it consequential damages. Plantronics is not liable for any claim made by a third party or made you for a third party. This limitation of liability applies whether damages are sought, or a claim made, under this limited warranty or as a tort claim (including negligence and strict product liability), a contract claim, or any other claim. This limitation of liability cannot be waived or amended by any person. This limitation of liability will be effective even if you have advised Plantronics or an authorised representative of Plantronics, the possibility of any such damages. This limitation of liability, however, will not apply to claims for personal injury.

The benefits to the consumer under this warranty are in addition to other rights and remedies of the consumer under Australian and New Zealand laws in relation to the goods to which the warranty relates. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Yuneec

Yuneec products and accessories are guaranteed against manufacturing defects for six (6) months from the original date of purchase. Yuneec’s sole obligation in the event of such defects during this period is to repair or replace the defective part or product with a comparable part or product at Yuneec’s sole discretion. Except for such repair or replacement, the sale, processing or other handling of this product is without warranty, condition or other liability. Damage (including crash damage) resulting from use, accident, or normal wear and tear is not covered by this or any warranty. Yuneec assumes no liability for any accident, injury, death, loss, or other claim related to or resulting from the use of this product. In no event shall Yuneec be liable for incidental or consequential damages relating to or resulting from the use of this product or any of its parts. Please review the instructions carefully when using the products. Returns or replacements of parts and/or products may be subject to shipping, handling, replacement and/or restocking fees.

IMPORTANT NOTE: Crash damage is NOT covered under warranty.

Neo Direct Warranty Claims Process

To make a claim, you will need to email through to our Technical Support team with your order number, name, address and a brief description of the issues with supporting images -please check the required information by brand as well, as some brands will require some additional information to be able to process your claim. Share as much information as you can on your claim - the more information and detail you provide the easier and faster we will be able to process your claim. Our support team will get back to you usually within 24hrs to work through a fast solution for you.
Email: sales@neodirect.com.au
If you do not receive any reply after emailing through, this may be blocked due to large attachments. Please keep attachments below 2mb.

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