Ring Security Cam Return Issues

Lmando7 on 25/06/2020 - 10:20
Last edited 25/06/2020 - 11:55

Hi everyone,

I bought a ring floodlight camera from Ring AU website but decided to return it since I found Eufy is a much better option with no subscription charges.

I raised a request with Ring’s AU support line which I believe got connected to US phone line. I was told I would be fully refunded since it was less than 30 days from purchase date, however, I have to post the return item to a US address not AU address and I have to bear the cost of it which costs approx $80-150 - more than half of what the product itself costs

I find this an issue as to why the customer has to send it to a US address when it came originally from within Australia and the customer has to bear the cost of shipping. Wish I had bought it from Amazon website.

Could someone please share their experience with ring returns and advise what the AU consumer laws have on this issue. Thank you.

Edit: Resolved - Called the Ring support again and pointed out to the free returns on the Ring website and was provided a new prepaid shipping.

AU returns policy: https://au-en.ring.com/pages/delivery-and-returns

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Comments

  • GG57 on 25/06/2020 - 10:23

    What did they offer if you returned it?
    For a change of mind, I'd be surprised you were offered anything.

  • mando7 on 25/06/2020 - 10:26

    Ring has 30 days returns with no questions asked. I was offered a refund but I have to ship it to US on my cost and that’s the issue. It will cost me 100-150 to ship it to US.

  • Ughhh on 25/06/2020 - 10:42
    -1

    I find this an issue as to why the customer has to send it to a US address when it came originally from within Australia and the customer has to bear the cost of shipping.

    Why Shouldn't it be at your cost?
    Alternative is they say "nope, no returns, no refund". They're allowing a change of mind, which is not a consumer right btw.

    • mando7 on 25/06/2020 - 11:07
      -2

      Thanks for your unwanted comment.

      I’m fine with bearing the cost as long as it is reasonable. Why should I send the product to US when I bought it in AU?!! They sent it to me from a AU address so for as a part of customer experience they should have a AU address to return or make the shipping free.

      Anyway, just found this on their site and according to this the return is “free”. I’m ringing them again.

      “You have 30 days from the date you received your device(s) to request a full refund with no questions asked.
      To return your item, please contact Ring community support to request a return label. This lets you return the device(s) to us free of charge, as long as the return originates from either Australia or New Zealand”.

      • Ughhh on 25/06/2020 - 11:26
        -2

        OK. By law they have to pay you $1000 to cover your change of mind return. Better? Is that a wanted comment now?

        To return your item, please contact Ring community support to request a return label. This lets you return the device(s) to us free of charge,

        Doesn't say anything about postage cost. They're just not charging you a restocking fee, which some stores do and legally allowed to do. Since its a change of mind, the buyer is generally responsible for returning (posting) item back.

        • mando7 on 25/06/2020 - 11:39
          -1

          Mate, people come here to get help and help others. If u cannot help, pls refrain from commenting and wasting time for both parties. You don’t have to teach me company policies.

          Anyway, good luck!

          • Ughhh on 25/06/2020 - 11:51
            +3

            @mando7: Mate, you wanted to know about consumer laws. Don't get all salty because it wasn't what you wanted to hear. You're welcome for the education.

  • richox on 25/06/2020 - 11:01
    +1

    Hey man I had a similar thing where i returned a ring product and initially they wanted me to return it to the US. I didn't want to do that.
    I rang the Australian support line to see if there was an Australian address instead - from memory the hours were pretty restrictive so maybe you need to be right in the middle of the business day? - and after a bit of prompting they gave me a NSW address i could use. It was some generic distributor company, they weren't 'Ring' branded.
    So maybe keep trying and get ahold of an Australian person. Email might be worth it as well, from the Ring AU site.

    Also this was 2 years ago so possible things have changed.

    • mando7 on 25/06/2020 - 11:09

      Thanks for ur response, mate. Just found that according to their returns policy, they say returns is free of charge.

      I’m calling them again but damn their line is so busy- I am waiting for hours.

  • AndyC1 on 25/06/2020 - 11:33
    +5

    Check out the return policy for OZ on the following page as it's free ("This lets you return the device(s) to us free of charge, as long as the return originates from either Australia or New Zealand.")

    https://au-en.ring.com/pages/delivery-and-returns

    • mando7 on 25/06/2020 - 11:37
      +2

      Thanks for checking that, Andy. Appreciate it.

      Rang them again which connected to US support again and had to point the URL to the CSR who was not aware of AU returns policy. But after that she was happy to send out a prepaid returns label. Happy ending! :)

      Now I can order EUFY floodlight and save the subscription fee and keep most of my data in my control.

  • Chidori on 25/06/2020 - 12:10

    Hey mate, I had a whole bunch of issues when i bought the Ring Doorbell cam - first generation.
    Their support team definitely had an australian address - as they sent me a replacement doorbell (2 times!) and also included a courier satchel for picking up the old one. They told me if I didn't return the old one - they would charge me. Well, their courier didn't show up once and the other time I never got around to sending the old one back and I never got charged. The 1st gen was a piece of junk and never worked. Second gen is significantly better - but so laggy in connecting that it defeats the purpose it's designed for.

    I definitely wouldn't be returning it to the US address and paying for it. To be honest, i found their customer service on social media (facebook) to actually be really good in trying to solve my problems. They even offered to send me a wifi range extender at no cost to try to assist in fixing the problems i was having. This is back when they were starting up though - I'm not sure if they're that generous now that they are well known.

    EDIT = just realised you already had this sorted. Good outcome! :)

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