Refunds & Returns Policy

Our refunds and returns policy below is guided by the Australian Consumer Law enforced by the ACCC and it has additional clauses in our Services Terms. We provide both products and services so the refunds & returns policy applies to both. 

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Download a summary of our policy which has been prepared by the ACCC.

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For warranty claims & procedures visit our Store Support page under Warranty Procedures.

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Refunds & Returns of Goods

 

We are not required to provide a refund or replacement if you change your mind on any products or goods purchased from us.

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But you can choose a refund or exchange if an item has a major problem. This is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it

• is unsafe

• is significantly different from the sample or description

• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

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Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

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If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement

Please keep your proof of purchase— e.g. your receipt. If you lost the receipt we can match your data if you provide us some ID like drivers license and any copies of emails/messages we have engaged as proof. If not data can be matched we are not required to provide a refund or organise a replacement. 

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For further clauses and details on Cancellations, Terminations, Refunds and other service delivery matters please read through our Services Terms page. 

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Refunds & Remedies for Services

 

We are not required to provide a refund if you change your mind about the services you asked for.

But you can choose to cancel your contract, and receive a refund for unconsumed services, if the service has a major problem. This is when the service:

• has a problem that would have stopped someone from purchasing the service if they had known about it

• is substantially unfit for its common purpose, and can’t be easily fixed within a reasonable time

• does not meet the specific purpose you asked for and cannot be easily rectified within a reasonable time

• creates an unsafe situation.

If you choose to continue with the contract, you can ask us to compensate you for any difference in the value of the services we provided and what you paid.

If the problem is not major, we will fix it within a reasonable time. If it is not fixed within this time, you can choose to have someone else fix the problem and recover all reasonable costs from us. If the problem cannot be fixed, we
view it as a major problem.

Please keep proof of your agreement—e.g. your invoice or quote. If you lost the invoice or quote we can match your data if you provide us some ID like drivers license and any copies of emails/messages we have engaged as proof. If not data can be matched we are not required to provide a refund or organise a replacement. 

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For further clauses and details on Cancellations, Terminations, Refunds and other service delivery matters please read through our Services Terms page. 

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Fault Identification & Remedy Procedure

 

Before we can do anything we will need to review the fault/issue and determine if its related to a product fault or simply something you or your team did that wasn't following the manufacturers instructions such as dropping the item, mishandling the item, not following the instructions in the user manual(s) and etc. We are fair and honest and want to help you to reach a satisfactory outcome within the laws outlined in the Australian Consumer Law.

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Step 1: Please send some photos or screenshots (with written explanation) or prerecorded video (sent as a online link on cloud storage or online photo service such as Google Photos) showing the faults and explaining what's wrong with it. Please provide your email details via green chat below or the contact us form and we will email you back to send your photos or video link.

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Step 2: If we can't determine the issue from photos or video or have a remedy we will then ask you to book a remote IT Support session HERE. This will allow us to remotely assess the problem and/or provide a remedy. 

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Step 3: We will then send the data back to our distributor, supplier or vendor and apply for a Return Merchandise Authorisation (RMA).

• If the RMA is approved we will work with you to arrange a replacement to be shipped or a refund provided minus whatever fees are required by the distributor, supplier or vendor. For refunds approved you will need to ship the items to an address we provide you or a courier pickup may be arranged. You do not have to return products in the original packaging in order to get a refund.

• If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs should be provided to you before the product is collected, and the costs must not be inflated in an attempt to deter you from pursuing your claims.

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How we come to a decision

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We follow guidelines from the ACCC and we don't assume anything. That's why we go through the steps above to be fair. We give you the benefit of the doubt when determining the cause because we care. But if your intention is to defraud us through any means, the matter may be forwarded to the appropriate authorities. Unintentional or accidental misinformation can be remedied of course. 

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A) If we identify that your issue is caused by you dropping/damaging the item or not following manufacturers instructions then we are not liable for the damage, repair and/or shipping costs. But we are happy to help with replacing, repairing and/or shipping the damaged products back if you want to, but at your own expense. Same principle applies to the services we offer. 

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B) If the issue is a genuine fault with the product or the product is not as described and it is not repaired by us or our distributors/suppliers/vendors in a reasonable time you can choose a refund or replacement. Same principle applies to the services we offer. 

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C) When we authorise a return because of a fault we can't correct using IT Support and the investigation reveals that it was not human accidental damage but a manufacturing fault the product (s) will need to be properly packaged and shipped back to the address we provide within Australia. Improper shipping packaging may damage the products in transit and that is not covered. 

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D) The condition report that the customer provides through photos, videos and written report must be the same condition of the products being sent back under warranty. And you must send the product with full set of accessories including  manuals, driver CD's, I/O cables, original packing material etc. are returned together with the main product. Missing or damaged accessories will be charged accordingly. 

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E) Restocking fee of 15% will apply to all products returned plus missing or damaged accessories will be charged accordingly. 

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For further clauses and details on Cancellations, Terminations, Refunds and other service delivery matters please read through our Services Terms page. 

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For warranty claims & procedures visit our Store Support page under Warranty Procedures.