This cover is optional and covers Lost or Damaged consignments only – priority is given to all customer claims who have selected this cover. Customers who have not selected this option may experience longer waiting and processing times. 

 
Terms & Conditions of Priority Cover
 
 
Lost Consignment 
  • • Consignment(your order) will be considered “Lost” where tracking information are inconclusive(waiting periods apply) or a confirmation letter of lost article is received from the Carriers
  • • Lost consignments will be either replaced with same, equivalent or your full payment refunded at the discretion of Mwave
  • • Claims must be made within 14days of when goods should have been delivered. To see delivery timeframes click here
  • • Cover excludes consignments where an “Authority-to-Leave” card has been signed or deliveries re-directed by the receiver
  • • All claims need to be lodged through the Mwave Job Ticket System only

 

Damaged Consignment/Items 
  1. • Consignment(your order or items in your order) will be considered “Damaged” upon final inspection by Mwave after the return of the goods
  2. • Consignment is not considered “damaged” if external packing cartons are slightly damaged due to normal transit wear-and-tear
  3. • Damaged consignments/items will be either replaced with same, equivalent or your full payment refunded at the discretion of Mwave
  4. • Claims must be made within 7days of when goods were received from the Carrier.
  5. • All claims need to be lodged through the Mwave Job Ticket System only and need to be supported with photos emailed to [email protected]

 

Waiting periods for replacement orders where Transit Cover is chosen
  1. • Days are business days excluding weekends.
  2. • Turn around for System Builds will require an additional 5-7days due to re-allocation of components, install and testing

 

Transit Cover
Yes No
StarTrack Australia Post StarTrack Australia Post
Lost * 5 days for Nationwide
2 days for Express service
From when you should have received your order
10 days
From dispatch date
21 days
From when you should have received your order
30 days
From dispatch date
Damaged in transit Claim assessed immediately
+ 5 days
processing time from receipt of damaged goods by Mwave
Claim assessed immediately
+ 5 days
processing time from receipt of damaged goods by Mwave
2 days claim assessment + 30 days processing time from receipt of damaged goods by Mwave 2 days claim assessment + 30 days processing time from receipt of damaged goods by Mwave

* Please allow for waiting periods before submitting a lost claim.
You may submit a claim earlier however it will not be assessed till the waiting period expires.

 

Note: Waiting periods are Business Days and do not include weekends and Public Holidays

 

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