When can I claim a refund or exchange?
Under Australian Consumer Law, you are entitled to a refund or exchange if the item you have ordered has a major problem and be compensated for any other reasonably foreseeable loss or damage. This is typically when the item is either:
not in a merchantable condition
not able to perform its intended purpose
not matching the description provided.
If your item has a problem that is not major (i.e. easily fixed), you are entitled to have the item repaired or replaced. We may elect to repair it within a reasonable time, before a refund or exchange is considered. We typically do not provide refunds or exchanges in the following cases:
You change your mind about your purchase.
You purchased the wrong product.
There is a fault in the product that you were already aware of or we have specifically advised about.
The item is damaged due to non-recommended use of the item, alterations not done by us, or any other factors beyond our control.
We may provide a cancellation of your order if you notify us before your item is dispatched. However, cancellations are provided at our discretion so please order carefully.
We will refund or exchange the item to the extent required under Australian Consumer Law but you must deliver the product, in either its original packaging or packaging providing an equal degree of protection.
How do I request a refund or exchange?
Please send all requests for refund/exchange through either our
phone: (02) 9648 3028
You must provide the following details when you contact us:
Your name, address and contact details.
Proof of purchase in the form of a tax invoice (preferred) or tax invoice number.
The reason you wish for a return.
Where possible, we would like to troubleshoot your issue and resolve it without the need for a return process. If we find that a return for your item is necessary, we will provide you with a return authorisation (RA) number. Please do not send items to us without a RA number, as this may delay the processing of your item.
If you are seeking a refund or exchange for a networking item (e.g. routers, modems, wi-fi range extenders), we ask that you contact the manufacturer first and get a case number before contacting us. This will help speed up the returns process.
It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the item. It is likely that such data, software or any other materials will be lost or reformatted during service and we will not be responsible for any such damage or loss.
The distribution of our products are made from and in compliance with the laws of New South Wales and Australian Consumer Law. Any disputes or claims pursuant to any guarantees offered under Australian Consumer Law will be subject to the jurisdiction of New South Wales and any proceedings should be initiated in a court within NSW.