iSelect Return policy

This Return Policy is applicable to the purchases made from via www.iselect.com.au/connected-home.
At iSelect we want our customers to be completely satisfied with their purchases. If you are not satisfied with an item you have purchased and you need to return it, we’re here to help. Our Return Policy applies in addition to your rights under the Australian Consumer Law.
If you have any questions please contact us on 1800 662 523 or via email connected.home@iselect.com.au.

Returns
Return overview table

Status Policy Timeframe
If you change of mind within 30 days of purchase You will receive a 100% refund on product only, not on shipping or installation charges. Return shipping is covered by the customer. 30 days
If the product is dead on arrival We offer return for replacement or 100% refund on product only. We cover the cost of shipping. 30 days

Please use the original packaging where possible in order to avoid damage in transit.
Change of Mind returns within 30 days – Buyer’s Remorse Policy
If, for any reason, you change your mind about your Nest devices, you can return them at any time within 30 days of the date you purchased them. To arrange a return of your Nest devices under the Buyer’s Remorse Policy, please call us on 13 19 20 or log in to your iSelect account and follow the prompts.
You can return a Nest device under the Buyer’s Remorse Policy if:

If the Nest device has been hard-wired to your property by an installer…
If you return a Nest device under the Buyer’s Remorse Policy, we will refund to you the purchase price of the Nest device, but not any delivery charges, or installation charges where the installation service has been provided.
Any courier or postage fees you incur in returning the Nest device will be at your own cost. We recommend using registered post to return your Nest device. iSelect will not be liable for any item lost in transit.
Exchanges
If you would like to exchange an item, please inform us of the product that you would prefer. The item from the original order will first be returned and a new order containing the exchanged item will be processed. Any discounts received will be carried over in an exchange. We will notify you via email once your exchange has been processed and provide you with a new new invoice and tracking numbers of the replacement order. Your replacement order will be sent once the product you are returning is received and processed by our warehouse.
As iSelect is not liable for the loss of an item being returned we recommend that you return all items using registered mail.
Faulty products
If you believe you have received a product that is faulty please contact us and we will assist in connecting you to a Nest expert to troubleshoot with you and organise a replacement if required.
Nest provide a 2 year warranty on all of their products.
If you are returning or exchanging a faulty item we will pay for the packaging and postage costs.
Incorrect product received
For products that you have received that are not as ordered please contact us and we will organise the incorrect product to be returned and the correct item to be sent to you.
If you are returning an incorrect item we will pay for the packaging and postage costs.
Products Damaged in Transit
If your order arrives damaged, please contact us as soon as possible. iSelect will arrange to have the damaged goods returned and a replacement sent to you or refund the price of the damaged item. Damaged goods must be returned in the condition received by you with all the original packaging, accessories and/or manuals.
Cancellations
As our systems operate real time, once your order has been placed we are unable to cancel it. You may however return your products for a full refund once you have received them under the Buyer’s Remorse Policy.
We will refund to you the purchase price of the Nest device, but not any delivery charges, or installation charges where the installation service has been provided.
Any courier or postage fees you incur in returning the Nest device will be at your own cost. We recommend using registered post to return your Nest device. iSelect will not be liable for any item lost in transit.
Returns for other reasons
You may also return your Nest device if:

General
We’ll replace a faulty device or refund to you the purchase price of the device (excluding any delivery or installation charges) if it has a major failure. If the device fails to be of acceptable quality and the failure does not amount to a major failure, we’ll arrange for the device to be repaired or replace it.
We may decide to send a returned device to Nest, or Nest’s agent, so the device can be assessed to identify the problem. If Nest, or Nest’s agent, decide the returned device is faulty because it has been misused, we may reserve the right not to exchange the device, to offer you a refund or to repair it.
So that we can process your return, we may need relevant information about the device and your circumstances. We may also ask you to provide us with relevant information that allows us to comply with any relevant legal requirement. We won’t be able to process your return if you don’t provide us with this information.
To find out more about how we manage your personal information, please refer to Nest Privacy Collection Notice or the iSelect Privacy Policy.
Refunds
Refunds will be processed using the original tender type. Credit Card refunds must be processed against the original credit card details (the exact card used to make the original purchase) and PayPal purchases will be refunded to the original PayPal account used to pay for the order.
If you have requested a refund for your online order, we will notify you via email once your refund has been processed.
Returning your items
Post: Please post your item along with a copy of your invoice to:
iSelect
C/o/ Ingram Micro Returns Department
22-24 Wonderland Drive
Eastern Creek, NSW 2766
Sales items
Sale items are subject to the same returns policy.
Contact iSelect
Where you have any questions or concerns relating to your order, please immediately contact us on 1800 662 523 or email connected.home@iselect.com.au.
Did you place your order through PayPal? You may be covered by the PayPal return shipping guarantee
PayPal return shipping covered
PAYPAL HAS YOUR RETURN SHIPPING COSTS COVERED
*Up to 4 refunds per PayPal account on eligible purchases. A cap of $45 per refund request applies.
The Service is available at no additional cost to PayPal account holders who have registered for it at www.paypal.com.au/returns.
How do I make a Refund Request?
To submit a Refund Request, submit a claim within 14 days of returning the item and attach required documentation, available at www.paypal-returns.com/hc/en-au/requests/new.
If any document is missing, you’ll need to submit it within 7 days of your initial submission.

  1. The completed online claim form submitted via www.paypal-returns.com/hc/en-au/requests/new;
  2. The confirmation email for your PayPal transaction or a screenshot of your PayPal account showing that the entire price was paid using your PayPal account and displaying the PayPal transaction ID; and
  3. A copy of your return shipment receipt that shows the amount you paid.
    1. If you use a service that tracks shipment, the receipt should also shoe the seller’s address:
    2. If you use regular post (with no shipment tracking), we also need a photo of the package showing the seller’s address/
  4. If the return costs were deducted from the refund of your item, we also need a copy of the refund email from the seller or PayPal, showing the amount refunded to you.

Documents must be clearly legible and emailed to paypalreturns@telusinternational.com. Please keep the original documents as you may be asked to provide new copies if the copies are not sufficiently legible.
How will I be refunded?
If your Refund Request is accepted, you will receive a refund directly to your PayPal account.
How will I know if my Refund Request is accepted?
PayPal will sen you a:

For more information on the PayPal Refunded Returns Service, see the General Conditions of Use.
The Refunded Returns Service is offered by PayPal Pty. Ltd, in partnership with TELUS International Europe, the service provider.
To access PayPal’s privacy policy, please click here.