ABOUT US:
KMate is an Australian owned and operated factory outlet only, trading exclusively online.
We do all our transactions online and ship goods either from our warehouse or directly from our vendors warehouses throughout Australia. In 2009 we have completed our first 5 years of online trading with over 400,000 transactions and deliveries Australia-wide.

Contacting us:
KMate receives 100's of questions and eMails every day and we work hard to reply to each one where possible.
Our auction listings contain all the information available to us for each item. If you have questions regarding the items we offer please read the listing carefully, you may find the answer there.

Please understand that some delays can occour as our staff only work during business hours from Monday to Friday even though our eBay sales listings are running and ending 24 hours a day.
We are sorry we cannot answer every email individually however it is likely this FAQ will answer many questions.

Because we are a warehouse outlet we do not employ sales staff, with KMate you are buying directly from the importers.

In some cases we will be unable to answer specific item questions before the listing ends either because the information is not available to us, or because the volume of emails we receive cannot be processed quickly enough.
This is the the best way for us to pass on the very lowest prices available in Australia.
See the Contact Us section below for more details on contacting us.

For buyers with customer service enquiries please contact us at customerservice@kmate.com.au

If you have made a purchase from us please check the emails we have sent you as this has our phone number for customer support which you can call if you have any problems.

Feedback and problems:
We do take a lot of care to ensure we get things right the first time but we know that sometimes things don't go according to plan.
If you do have any problems let us get it fixed up for you. We hope you will take into account our ability to quickly and willingly resolve any issue prior to leaving feedback.

After buying:
We follow the simplified standard eBay procedure to complete your transaction, all done through eBays' own checkout system, not an off-site checkout.
All our prices include GST and all goods are shipped with a TAX INVOICE and our ABN as required by Australian Taxation office law.
(Ask your accountant if you are eligible to claim the GST in your purchase as an input tax credit.)


PAYMENTS:

Accepted Methods:
We accept PayPal, Direct-Deposit and Australia Post Money Order payments only.
We do not directly accept credit card, company or personal cheques, Bidpay, PayMate, or Western Union etc. PayPal:
PayPal is our preferred method of payment. If you do not have a PayPal account we recommend that you set one up.
If you plan on using eBay in the future it will streamline your purchases from us and many other vendors and payment is INSTANT.
To pay with your credit card using PayPal you must set up a PayPal account first.
You can set up an Australian PayPal account in Australian dollars and use your Australian credit card (Visa or Mastercard). (visit www.PayPal.com )
All PayPal payments made through the eBay checkout will automatically be applied to your item and inform us the goods are paid for, its fully automatic, there is no need to message us to let us know payment was made, and in many cases your goods will ship out the very same day!
PayPal delays:
PayPal is FAST. If you use PayPal we will see instantly that the goods have been paid for and are ready to send.
On odd occasions PayPals' system does not connect to eBay and mark the sale as 'paid'. If you use PayPal and do not get an 'Item Sent' message from us within 2 days (plus weekends/holidays) please message us with your PayPal payment date and amount.
Also note, if you use your bank account (rather than a credit card) to fund you PayPal account this may add an addition 4-9 days clearence delay to process your payment.

Netbanking:
You can pay by depositing the funds directly to our bank account by 'netbanking' or
Our BSB and Account number are supplied in our automatic end-of-auction email as well as being available in the eBay checkout system.
We prefer you run through the checkout, it lets us know you have confirmed your win and also tells us your selected payment method and exact total amount including shipping.
Please use your eBay ID or (at least) the last 4 digits of the Sales Record / Invoice number in the 'Message' to the recipients bank, it will help us quickly identify your payment and apply it to your transaction correctly.After making your payment please enter the information at www.Kmate.com.au/bank.php , this will greatly speed up matching your payment with your invoice so we can ensure the fastest possible despatch of your order.

Over-The-Counter Deposits:
In many cases the bank will not let you leave a message. Please as the teller to leave (at least) the last 4 digits of the Sales Record / Invoice number as a message to us, it will help us track your payment.After making your payment please enter the information www.Kmate.com.au/bank.php , this will greatly speed up matching your payment with your invoice so we can ensure the fastest possible despatch of your order.

MONEY ORDERS:
Please see your end-of-auction email or details in eBay checkout for Money-Order payments after the sale.Bank Deposit delay:
Bank deposits will usually show up the next banking day following the payment. If you make a payment on Friday you should receive a message confirming payment was received on Monday morning. Some payments made in the late afternoon, evening, or night may not show up the next banking day and will require one extra day for clearance.

If you have made a payment and have not received a payment confirmation from us within 2 banking days pleaseemail our payments staff directly at payments@kmate.com.au with the details of the payment, including item number(s) or sales record number(s), method of payment, name of the senders account, exact payment amount, and the date of payment.
Please understand that payments with no sender details and/or the incorrect amount or payments covering non-combined multiple transactions can be very difficult to match against the 100's of eBay transactions we do each week so please be patient, we will work with you to quickly identify and fix the delay

Delivery address:
For security reasons it is our policy to only ship good to the buyers address registered in eBay.
It is important that you ensure your eBay registered address is correct.
KMate is not responsible for goods sent to the incorrect address regardless of us being informed of a change of address.
If your eBay registered address is no longer valid or you prefer a different delivery address please edit your details in eBay prior to buying or at checkout.

Deliveries are on weekdays only, no weekends or public holidays etc.

Delivery ETA/Delays:
Please allow up to 14 days for delivery (slightly longer for regional locations) however delivery usually takes 3-5 working days.

You will receive a message from us on the same day or the day after your goods are dispatched letting you know they are on the way.
You will receive a friendly 'Have your goods arrived?' eMail if you have not acknowledged the delivery with a positive feedback a few days after the goods are dispatched.
There is no need to respond to that message unless you feel your delivery is overdue.
We will work through any delivery problems with the buyer so please be patient and contact us if the delivery is overdue.

Damaged in Transit:
It is very rare for goods to be lost or damaged in transit but we understand this sometimes happens and it is disappointing for the buyer.
If receiving goods where the package has obvious transit damage through Australia-Post please ask the post office to fill in the appropriate paperwork for transit damage and contact us immediately.

Non-Payment:
As part of the process for us to recover fees incurred from eBay for the sale, KMate will place an 'unpaid item' strike against users who fail to pay for items within a reasonable time after the end of auction. This is usually after 10 days when we have failed to make contact with you.
This is the first step we must follow to recover our costs for running that auction.
Users with 2 or more unpaid item strikes in the past month will automatically be banned from bidding on many items on eBay from any seller, not only KMate, so it is important that you only bid on items you intend to buy.

Warranty and RA (return authority):
Unfortunately even the best suppliers sometimes have an item that is delivered and found to be faulty.
This can happen when buying online or by conventional shopping over the counter.
Don't worry, KMate will look after you if this occours with our sales.
KMate has dedicated staff in customer service who also handle any delivery or product problems which happen from time to time.
Our friendly staff will help resolve any issuses as quickly as possible, please understand that some delays can occour as our staff only work during business hours from Monday to Friday even though our eBay sales are running 24 hours a day.
If you find that an item arrives faulty or damaged please contact us at  warranty@kmate.com.au so we can quickly resolve the problem for you !

Limited Liability:
In no event shall KMate be liable for any accidental, consequential, incidental or indirect damages of any kind (including without limitation, damages for loss of business etc) arising out of the use or of the inability to use items supplied by us.
In no event shall KMate’s liability for any claims whether in contract, tort or other theory of liability exceed the purchase price of the product unless such limitation of liability is otherwise prohibited by law.

Please note:
> If you do find that the goods delivered are faulty on arrival please report it to us within 7 days.
> KMate will replace or refund items at our discression. In cases where the buyer insists only on refund and we agreee, then the original shipping charges are non-refundable.
> Buyers must obtain an 'RA" (Return Authority) for return prior to returning the item.
> Authority to return can be obtained by emailing item and damage details to warranty@kmate.com.au

(c) KMate (Australia) P/L 2005-2009