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The Small Print

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights are represented in grams and kilograms.

Privacy Policy 

Reface Industries regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Reface Industries users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact Reface Customer Services Department at:

Reface Industries Pty Ltd,
107 Kew Street, Welshpool,
WA, 6106
Phone: (08) 9472 8888 or 1300 REFACE (1300 733 233)
Or submit a query via the form found here.
 

Collection of Information

In order to use the Reface Industries website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Reface Industries is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Reface Industries customers are required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us using the form linked to here.

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at using the form linked to here.

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Reface Industries uses personally identifiable information for essential communications, such as emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us using the form linked to here.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Reface Industries may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Reface Industries does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on the Reface Industries site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name(s) of refaceonline.com.au, reface.com.au and refaceindustries.mybigcommerce.com

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

Reface Industries Security Policy

Reface Industries uses the eWAY Payment Gateway for its online credit card transactions.

eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet.

All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.

• Your complete credit card number cannot be viewed by Reface Industries or any outside party.

• All transactions are performed under 128 Bit SSL Certificate.

• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.

• eWAY is an authorised third party processor for all the major Australian banks.

• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Reface Industries

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Delivery Policy (Games and other Physical Goods)

After ordering online, you will receive an email confirmation from eWAY and from Reface Online containing your order details (where we have your valid email address).

We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods via your chosen delivery method within 5-10 working days; however if goods are unavailable or on Pre-Order then delivery may take a little longer and/or will coincide with the actual release date of the product/game.
If you wish to query a delivery please contact us using the form linked to here.

Delivery Policy - Digital Products (Gift certificates, coupons etc)

After ordering online, you will receive an email confirmation from eWAY and from Reface containing your order details (if you have provided your valid email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your software/license/access code via the chosen delivery method within 5-10 working days or within 2 business days if the item can be delivered electronically.

If you wish to query a delivery please contact us at:

Reface Industries Pty Ltd,
107 Kew Street, Welshpool,
WA, 6106
Phone: (08) 9472 8888 or 1300 REFACE (1300 733 233)
Or submit a query via the form found here.
 

Returns Policy

Most video game purchases are non-refundable (instances such as changed mind, wrong format purchased or didn’t like the game) however Reface will accept returns on brand new, unopened items within 14 days of delivery for a full store credit. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) Cash refunds are not given by Reface but the games cost and shipping cost will instead be given as credits on your account for future purchases.

Games products which are received in faulty condition will be replaced with another copy of the same game or in the case of peripherals, accessories etc. will be replaced with another of the same product. Where Reface is unable to replace the item with the same product within a reasonable time frame then Reface will consider cash refunds in these instances.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund credit once we've received and processed the returned item.

If you have an issue with a product or our service we can be contacted via the form located on the Product Support page of this website here. Enquiries can be made by mail or phone using the phone number and address supplied below.

Reface Industries Pty Ltd,
107 Kew Street, Welshpool,
WA, 6106
Phone: (08) 9472 8888 or 1300 REFACE (1300 733 223)