Returns

Policy Acceptance
By making a purchase through this site, you formally accept and are bound to our all store policies, please read the following Return Policy information carefully if you intend purchasing products from our online store

Change of mind returns
We ask that you shop & choose products from our online store carefully, we do not accept returns based on change of mind or product unsuitability. We provide a number of ways you can contact us should you require more information about a product prior to purchase.

Order Cancellations
We can accept order cancellations if the request has been received prior to dispatch. All order cancellations will attract a 20% cancellation fee. All order cancellations must be received by email and match the order email address. No order Cancellation on services purchased.

Operating difficulties
If you are experiencing operating difficulties with one of our products, then we recommend you first contact the manufacturer's customer support channel before contacting us. Many operating difficulties can be quickly solved with the correct advice. The manufacturer's customer support contacts should be included with the information supplied with your product.

Faulty Product Returns
We will accept product returns and can offer you an exchange, credit, refund or repair where:

  • The product is deemed to be faulty or is not of merchantable quality, or
  • The product is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present your receipt or other adequate proof of purchase.

Please note, in the some cases, we may elect to return the product to the manufacturer's repair agent to determine the nature of the problem, this may include sending the item internationally. If the product is determined to be faulty, not of merchantable quality, not fit for purpose or not matching a description or sample then we can offer an exchange, repair, credit voucher or refund depending on the situation. If you cannot present your Spy City receipt or other acceptable proof of purchase Spy City reserves the right not to offer a refund or exchange.

*Payment/credit cards surcharges & Freight costs are not refundable.

Return Authorisation
All returns must be authorised by a SPY CITY staff member, please contact us to discuss your return and to obtain a "RAN" return authorisation number, we will then provide you with the products return address.

Any returns received without an authorised RAN clearly marked on the outside of the package will be returned to sender, no exceptions.

Goods on which a return, exchange or refund is not available:
We will not accept the return of items listed below under any circumstances: 

  • Books & DVD's
  • Test Kits of any description 
  • Computer / Phone USB products
  • Memory Cards
  • Software of any description
  • Products supplied with an activation number

Reserves the right to:
Assess the condition and age of returned goods prior to offering a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

  • Your original receipt number is the best form of proof of purchase
  • Refunds will be issued using your original payment method, no exceptions.
  • Refunds will not be provided for the purchase of gift cards.
  • Gift cards are not redeemable for cash.
  • Please return any accessories and manuals supplied with product, not supplying these items may result in a return not been accepted.