Terms And Conditions
1. First Time Customers & Credit Card verification
2. Cancellations Policy
3. Returns Policy
4. Refunds Policy
5. Privacy
First Time Customers & Credit Card Verification
Atlantic requires the verification of all international customers when using a credit card for the first time. This process is required to ensure that the use of the supplied credit card is sanctioned by the legitimate owner of the card. We appreciate the fact that some may see this process as a deterrent to ordering through us, but this is done to protect us – and most importantly – you, the consumer.
The way the credit card verification process works is as follows:
Each time you place an order with an unverified credit card, a small random charge (less than AUD$1.00) will be made to your credit card. You will be notified of this after you have finished checking out, and an email will also be sent to you explaining this process.
The first step is for you to check with your credit card provider to discover how much we have charged you. This can be done via internet or phone banking, waiting for your posted statement, or actually contacting your provider (which can often tell you the amount faster than other methods). The time this process takes is dependent upon your financial institution and although it is possible for the charge to appear within minutes of being made, it is much more common to take approximately 2 business days (however it can take up to 5 or more on rare occasions).
Once you have located the charge that was made, you will need to log into your member profile and enter the amount here. If your statement shows the charge in any currency other than AUD, you will need to convert it first. A currency converter is available on the verifications page. You will only have 3 chances to enter the correct amount before your account will be denied access, so please ensure you have converted the amount first.
If the amount is correct, you user status is changed to approved (so you won’t need to verify this credit card again), your order is moved to the processing stage and will be shipped ASAP.
Please note that the verification amount is subtracted from the first charge made to your card and so is not an extra charge.
Atlantic DVD does not take responsibility for any international transaction fees your bank may charge, nor for any customs duties incurred.
Cancellations
For all order cancellations, we required notice of said cancellation before the order would normally be shipped. To request a cancellation of an order, please fill out the form here. A guideline for acceptable cancellation notice is shown below.
Pre-Orders
As many pre-orders are frequently received a day or two ahead of schedule, preorders can be charged and shipped prior to the release date. We therefore require notice of cancellation at least 2 business days before the scheduled release date.
Out of Stock Titles
As most Out of Stock titles are ordered specifically for customers when required, we require at least 24 hours notice for cancellations.
All other orders
We must be contacted prior to 2pm (AEST) on the day of shipping.
If we have received your cancellation request with reasonable notice, you will receive an email confirming that it has been cancelled. Any orders that are cancelled outside of these timeframes may be shipped prior to notification.
Returns
ALL returns must be approved by Atlantic before being sent back. Any returns that are received without approval may be sent back to the customer (if the return reason is unacceptable) or the corrective action may be delayed.
For this reason, please fill out the returns form here.
Valid Reasons for Returns
Product damaged during transit
If you received a product which has it’s case, cover slick, or disc damaged (by impact, crushing, water damage etc) during transit, or if a disc is received loose in its cover please select this option. Please specify in the comments what has been damaged and how.
Product faulty
Please use this for all of the following reasons;
• Disc will not load
• Disc freezes and/or displays graphics glitches
• Audio out of synch
• No sound
• Disc scratched, marked or cracked upon opening
• Freezes during installation (for games)
• Other reason (eg disc menu does not work, wrong movie on disc etc)
Before contacting us with a disc fault, please try checking the disc in at least 1 other different model DVD player. Eg, if the disc does not work in your DVD player, try a DVD-ROM or a friend’s DVD player. If the disc does not display the same fault, it is likely that your DVD player has an incompatibility problem with this disc. This is not a common occurrence, and 1 in a 1000 DVD’s may have problems playing on your player. Please specify how many players you have tested the disc in.
To aid in the speed of your return, please ensure you include the exact nature of the fault and where it occurs on the disc.
Examples;
• Disc freezes at 1 hour, 34 minutes and 20 seconds into the movie;
• Audio out of synch during chapter 4 on disc 1
• Screen displays graphical glitch in episode 5 of disc 2 at approximately 15 minutes into the episode
Incorrect Region / Colour Format
The Majority of DVD’s sold by Atlantic DVD are region 4 which means that they will only work on DVD players inside of Australia, New Zealand and South & Central America. However there are a small number of titles that have multiple region codes, or are region free. All Blu-Ray discs are Region B. Please see our FAQ for more information regarding region coding.
Also, all DVD’s (unless stated otherwise) are PAL formatted (as opposed to NTSC). PAL DVD’s will not work on NTSC televisions unless they can also display PAL. Most modern televisions support both PAL and NTSC, however it is the customer’s responsibility to check that their entertainment system supports playing PAL formatted DVD’s.
Atlantic DVD reserves the right not to accept returns for DVD’s purchased that are incompatible with customer’s entertainment system where the correct information is listed on our site.
Product not as advertised
If you receive a DVD that does not match the description listed on our site, please contact us with the differences. Differences include (but are not limited to);
• Audio – eg website states DTS but disc is only 5.1
• Subtitles – eg website states English & Czech but only has English
• Aspect Ratio – eg website states 2.35:1, but is 4:3
• Synopsis – eg the website synopsis does not match the cover of the DVD (ie different movie)
• Special Features are different
• Artwork different
Incorrect Title Received
If you receive an incorrect title we will either send out the correct title or issue a full refund and ask that the incorrect product be returned to us (at our expense).
Case received empty (no disc in case)
If you receive a product and there is no disc inside the cover (or not enough discs), this is likely due to an error in the manufacturing stage. We will contact the distributor and have the missing discs issued to you as soon as they are available.
Incorrect disc inside cover
If you receive a disc inside your DVD that is not the correct title, we request that the incorrect title be returned (so we can send it back to the distributor) and the correct one will be issued.
Other
For all other reasons (including changing your mind, ordering too many copies, ordering the incorrect title etc) refunds will NOT be provided. However, credit or exchanges MAY be accepted, but are solely up to the discretion of Atlantic DVD.
Please note that we will NOT accept returns for Online Only Games, or if your PC does not have the required System Requirements.
Refunds
Under the Australian Trade Practices Act the consumer is entitled to expect to enjoy quiet possession of the goods and to own the goods outright, subject to lawful restrictions made known to the consumer before purchase.
Consumers may be entitled to compensation if goods they purchase;
• are not of merchantable quality (i.e. a basic level of quality that would be reasonable to expect)
• are unfit for any purpose the buyer made known to the seller, or can be inferred from the type of goods
• don’t match any description given of the goods (this would include corresponding with a photograph of the good)
• are not free from defects
Circumstances in which retailers have to provide a refund;
• Goods are faulty or they become faulty soon after buying them
• Goods are unfit for their purpose — which means they won’t do what the consumer reasonably expected them to
• Goods don’t match the retailer’s description or sample
• Retailers have offered any voluntary, or extra, warranties or promises about refunds
Please note that if the goods can be repaired or replaced with the same goods of a merchantable standard within a reasonable timeframe, a refund is not required.
Circumstances in which retailers do not have to provide a refund;
• Customers simply change their minds after buying the goods
• Customers have discovered they can buy the goods more cheaply or on better terms somewhere else
• The customer knew about a particular fault before buying the goods
• The customer damaged the goods
To claim a refund, consumers should;
• Return the goods within a reasonable time
• Not dispose of, lose or destroy the goods
• Not damage the goods
• Provide proof of purchase, such as the store’s receipt or credit card receipt
• Provide details of how the goods are defective
If the product purchased does not meet these standards, the customer is entitled to compensation — a refund, repair or replacement, depending on what is reasonable in the circumstances.
In addition to the Trade Practices Act, Atlantic DVD also reserves the right not to refund customers under the following circumstances;
• The customer ordered too many copies
• The customer ordered the incorrect title(s)
• The customer’s entertainment system is incompatible with the product(s) ordered
• More than 3 months have passed since the order was shipped
Privacy
Atlantic DVD is committed to supporting and implementing the ‘National Privacy Principles for the Fair Handling of Personal Information’, which outlines clear standards for the collection, access, storage and use of personal information which we obtain as part of our business operations. Information on how we comply with these privacy principles is detailed below in a Question and Answer format.
What information is collected from me when visiting your web site?
General Site Browsing
Our ISP makes a record of your visit and logs the following information for statistical purposes – the user’s server address, the user’s top level domain name (eg. .com, .gov, .au, .uk etc.), the date and time of the visit to the site, the pages accessed and documents downloaded, the previous site visited and the type of browser used. No attempt will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the service provider’s logs.
Ordering Products Through the Web Site
Atlantic DVD use cookies to keep track of products in your shopping cart. This information is stored on your machine. Further information is collected from you when you go through the checkout process and it outlined in the next section.
Email Newsletter
You can subscribe and unsubscribe to a plain text or HTML-formatted email newsletter at any time through the form in the member’s section. You will not receive an email newsletter from us unless you specifically consent to receiving one, by selecting the “Receive Newsletter” checkbox in your member profile.
What specific personal information about me is stored and how is this information used?
During the checkout process, certain information is collected from you for the purpose of order fulfilment.
Information stored is as follows:
• Email address
• Name
• Billing Address – address, suburb, country, etc
• Last Used Delivery Address – address, suburb, country, etc (optional)
• Contact Phone and Fax Number (optional)
• Order Details (product ID, product quantity, product price, product status, date, etc)
• Your credit card number in an encrypted form, stored securely on an eMatters site
These details are stored solely for the purpose of order fulfilment and correspondence. When you register an account on our site, your details are stored on our secure web server for recall during subsequent order placement.
You can view or change the information that is stored by Atlantic DVD at any time by logging into your account in the members section.
Atlantic DVD also uses order details to generate combined demographics for the purpose of improving site design and user experience. Individual details are never used for any purpose other than order fulfilment and correspondence.
Do you sell or give any of my personal details to other people/companies?
No. Your personal details are stored for the sole purpose of fulfilling your order and to improve your online experience, making it as easy and as fun as possible. Your personal information will never be sold, transferred or in any way provided to third party companies, government agencies or subsidiaries, except when required to by law.
When will you correspond with me?
Atlantic DVD will correspond with you for the following purposes:
• Order confirmation
• Order shipments
• Order cancellations
• Order returns
• Order problems (credit card declining etc)
• In response to any contact you have made with us
• Email newsletter (only if you have specifically opted in to receive a newsletter)
You may opt out of receiving email newsletters at any time by un-selecting the appropriate check box, when editing your member profile.
Our privacy policy complies with the Australian Privacy Act, which can be seen here.