Last Updated: 20/11/2024

Asset 3D Return Policy

At Asset 3D, we are committed to ensuring your satisfaction with the Matterport Pro3 LiDAR camera and other products purchased through our store. Please review our return policy below to understand your rights and responsibilities.

1. Eligibility for Returns

We accept returns under the following conditions:

  • Defective Products: If the product is defective, you may return it within 30 days of purchase for a replacement.

  • Unopened Products: If the product remains unopened and in its original condition, you may return it within 30 days of purchase.

 2. Process for Returns

To initiate a return, please follow these steps:

  1. Contact our customer service team at hello@asset3d.com.au or 08 6444 6341 to describe the issue and request a return authorisation.

  2. Our team will guide you through the testing and confirmation process to determine if the item is defective or eligible for return.

  3. Once approved, securely package the item in its original packaging, including all accessories, and send it to the return address provided by our team.

 3. Shipping Costs

  • Customers are responsible for all shipping costs associated with returning the product to Asset 3D.

  • If the item is confirmed to be defective, we will cover the shipping fees for the replacement product sent to you.

 4. Replacement Policy

  • If the returned product is found to be defective after testing, we will provide a replacement at no additional cost.

  • Replacement products will be shipped promptly after the returned product has been received and inspected.

 5. Free Support Services

Asset 3D offers a complimentary support service for all clients. If you experience any issues onsite or during post-production, our team is available to assist you. Contact us at 08 6444 6341 for guidance and troubleshooting.

 6. Exclusions

  • Returns are not accepted for change of mind.

  • Opened and used products that are not defective do not qualify for a return.

  • Products that are damaged due to misuse, neglect, or unauthorized modifications are not eligible for return or replacement.

 7. Warranty Claims

For warranty issues beyond the 30-day return window, customers should contact Matterport directly for assistance under the manufacturer’s warranty terms.

If you have any questions about our return policy, please contact us at hello@asset3d.com.au. We are here to help!