Refunds & Exchanges

 

To ensure complete satisfaction, we recommend familiarising yourself with our Refund & Exchange policy so you understand our commitments and obligations, plus your rights as a consumer under Australian Consumer Law.

 

Australian Consumer Law protects consumers by giving them certain guaranteed rights that automatically apply and cannot be excluded when buying goods and services. These rights are called ‘Consumer Guarantees’. For example, the Law requires that goods must be free of defects, and do what they are meant to do.

 

Services must be carried out with care and skill.

 

If they do (or are) not, you are entitled to a replacement or refund (for a major failure) and for compensation for any other reasonably foreseeable loss or damage arising form this.

 

You are also entitled to have goods repaired or replaced if they fail to be of ‘acceptable quality’, and the failure does not amount to a major failure.

 

Consumer Guarantees have no set time limit, but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

Consumer Guarantees cannot be excluded and are in addition to any extended warranty you purchase or voluntary warranty (warranty against defects) you are given.

There may also be circumstances where you are not entitled to a remedy.

For more information about your rights as a consumer, you can visit: https://consumer.gov.au

Additional Support

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products, and may even provide in home support and advanced trouble shooting.

In many circumstances, the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product.

You may therefore opt to contact the manufacturer directly, rather than IT Warehouse, although you are not obliged to do so.

If at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact IT Warehouse for assistance on (08) 8296 3211, or via email sales@itwarehouse.com.au.

 

Faulty or Damaged Goods

If you believe that a product that you have purchased from IT Warehouse is faulty, has been damaged prior to sale or during delivery, please contact us as soon as possible so that we may provide a remedy.

Depending on circumstances, this may include an offer to repair the item at no charge, or liaison with the manufacturer for further advice - in which case we may require the item to be sent away for testing and/or inspection.

If an item is deemed not faulty, or that damage was caused after you took possession, we will return the item to you at your cost. If the item is deemed faulty or damaged prior to purchase, we will supply a replacement or refund in accordance with your preference.

 

Incorrect Orders / Deliveries

IT Warehouse takes no responsibility for items ordered incorrectly.

However, should an item be delivered to you that did not form part of your order, please contact us so we can arrange for the incorrect item/s to be returned to us at no cost to you, and for the correct item to be redelivered asap.

 

Change of Mind

Please choose carefully as we do not usually provide refunds where you have simply changed your mind, where you have made a wrong selection or found the goods cheaper elsewhere.

We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

We also recommend that you immediately inspect your items upon delivery or collection from our store, to ensure that you are both fully satisfied and that the goods match the description we have provided to you.

In some cases, we will happily use our discretion to honour a return or exchange.

For this to be considered, it must be within 7 days of purchase, all items must be in their original packaging, and in new, unused condition suitable for resale, and the original tax invoice or receipt must be provided.

Manuals, packaging and accessories must accompany all products, and software, DVDs or CDs must be contained within their security seal.

 

Exclusions

Except for purchases made under Australian Consumer Law, we are unable to offer a refund on products ordered specifically for quoted projects, bulk purchases, custom PCs, sale, clearance or heavily discounted items.

 

Any refunds offered will normally be processed within 5 business days.

 

If you have any questions relating to your order, or goods purchased from IT Warehouse, please immediately contact us on (08) 8296 3211, or via email sales@itwarehouse.com.au.