Product support
Before and after you purchase products from Cyberkite you have access to a whole range of support resources outlined on this page.
Shipping, Payments, Store Cybersecurity & Legals
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Go to the Store guide for shipping, payments, store cybersecurity details and legal details.
Manufacturer Support, Drivers & Apps
Our vendors and manufacturers have a wealth of self help resources like user manuals, drivers, apps, software, community forums and additional contact support options. We have provided convenient links directly to each manufacturers support site below.
Contact Support
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Green Chat - Message us via the green chat. If possible - fill out the contact details form in the chat so we can follow up
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Contact us Form - Go to Contact us and in the dropdown select Store Products, Warranty/Returns, Shipping, Accounts & Billing or other relevant option. We will then email you back to follow up.
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Phone: Message us via green chat or Contact Us and our staff will ring you back promptly. Please be sure to include your full phone number.
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Install Spaces App for Cyberkite - Use our app on Android or Apple mobile devices for a convenient way to chat with us, book sessions, buy products, catch up on our blog and more!
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Social Media - chat with us via our social media (shown below)
Support Requirements
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Pre-Purchase Support? Include our product website link or product ID and your details.
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Post-Purchase, Payments & Billing Support? Provide Cyberkite purchase receipt number or invoice number or reasonable proof of purchase before we can assist you with product. We can also match your data if you can send us an ID like drivers licence and copies of emails or messages prior and post purchase.
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Payments & Billing Support? Also refer to our Store Guide for more details on payment types etc. If the Guide doesn't answer your questions use the support options outlined at the top to contact us for help.
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Warranty & Faults Support? Go down to Warranty Procedures below.
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Refunds & Returns? Go to Refunds & Returns Policy page.
Warranty Procedures
Our approach to warranty is simple: Our aim is to avoid issues altogether by selecting quality products and provide pre-sales advice free of charge available to you through various methods outlined at the top of this page. In the event that there is a manufacturer fault that you discover please follow the procedures below. Step 1 should be done straight after purchasing your product.
Procedure
Step1 - Register your Product Warranty
After purchasing your product with us, please register your product warranty with the manufacturer by going to this section for a list of convenient web links to the relevant manufacturer's website. This helps the manufacturer in having the warranty on record and give you access to convenient support features. This helps warranty and support process run smoothly.
Step 2 - Check your Product Warranty Status
Before submitting a warranty request with us, please check your product warranty status with the manufacturer by going to this section for a list of convenient web links to the relevant manufacturer's website.
Step 3 - Submit a Warranty Request
Once you have done steps 1 and 2, proceed to requesting a warranty claim. Describe the issues with it. We will then email you back to send us a copy of your receipt or invoice. If you don't have the receipt or invoice number you can email us any data we can use to match your purchase and verify you made the purchase - include some ID like drivers licence and copies of emails or messages before and after the purchase.
Step 4 - Send evidence of faults
Email us photos or screenshots of the problem. Alternatively you can send us a link to a video or small video file attached describing and showing the issues. Alternatively you can send us a link to view a cloud album with photos and videos from services like Google Photos or cloud drives. We will review them and get back to you.
Step 5 - Review by Distributor/Supplier or Manufacturer
The evidence and details of your purchase will be forwarded to our distributor, supplier or manufacturer/vendor for review under their Return Merchandise Authorisation (RMA) process.
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If they approve the RMA we will advise you of the procedures to return the product for replacement or repair by the manufacturer.
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If they don't approve the RMA because it's not deemed a manufacturers fault we will advise you why and work with you to arrange a repair or replacement at your expense. In most cases it's more cost effective to replace the item.
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If you wish to dispute the decision you can submit a complaint to us and we will forward that to our distributor, supplier or manufacturer/vendor for follow up. If the outcome is still not satisfactory, and you are a business customer, which we assume you are, you can submit a request for dispute resolution to the Victorian Small Business Commission (VSBC) - which is a way to avoid going to court to resolve disputes.