Returns & exchanges

If something is wrong with the item

This covers anything faulty, damaged in transit, not as described, missing parts, or simply not what you ordered.

Contact us with your order number and a description of the problem — photographs help. We will issue an RMA number and a prepaid return label, so you do not pay freight. Once we have the item back and have inspected it, we will repair it, replace it or refund you.

If the problem is a major failure under the Australian Consumer Law, the choice is yours rather than ours: you may choose a refund or a replacement, and you may also claim compensation for any other reasonably foreseeable loss or damage.

We will not ask you to take the problem to the manufacturer, and we will not refuse a remedy because you no longer have the original packaging.

For transit damage, please tell us within 7 days of delivery and keep the packaging — carriers require it to assess a claim. Dealing with the carrier is our job, not yours.

If you ordered the wrong part, or changed your mind

You do not have an automatic legal right to return goods for change of mind, but we will accept a return within 30 days of delivery provided you contact us first for an RMA number, and the item comes back unused, un-installed, undamaged and complete, in re-saleable condition with any anti-static packaging it was supplied in.

Return freight is on us — your RMA includes a prepaid label.

Refunds go back to the original payment method once we have received and inspected the item. If it arrives used, installed, damaged or incomplete, we will contact you before doing anything — we will either offer a reduced refund and show you how we worked it out, or return the item to you. We will not simply keep it.

Exchanges

Ordered the wrong revision, or need a different part number? Contact us. We will issue an RMA, help you identify the correct unit, and settle any price difference in either direction. An exchange because we supplied the wrong item costs you nothing; a change-of-mind exchange follows the section above.

If the part is not compatible with your system

If you told us what you needed the part for and relied on us to select it, and it is not fit for that purpose, that is our responsibility under section 55 of the Australian Consumer Law — we treat it as a fault and we bear the cost.

If we described the part inaccurately, the same applies.

If you selected the part yourself and it turned out not to suit your system, that is a change-of-mind return. Contact us anyway — we can usually help you identify the correct unit, and we would rather solve the problem than process a return.

Specially sourced and custom items

Some items are sourced specifically for your order and cannot be returned to our supplier. We will tell you at the time of quotation if an item is non-returnable, before you commit. That restriction applies only to change-of-mind returns — if a specially sourced item is faulty, not as described, or unfit for a purpose you told us about, your rights under the Australian Consumer Law apply in full.

International returns

If something is wrong with the item, contact us and we will arrange and pay for the return freight wherever you are.

Change-of-mind returns from outside Australia are at your cost, including any duties or taxes incurred on the return, and the consignment must be marked as a returned item for customs purposes. We cannot refund duties or taxes you paid on import because we never receive them — you may be able to reclaim those from your own customs authority.

How to start a return

Contact us with your order number, the part number and what has gone wrong. We normally respond with an RMA number and instructions within one business day.

Pack the item securely, write the RMA number on the outside, and send it to the address on the RMA. Returns sent without an RMA number may be delayed because we cannot identify them.

What we will never do

We will not tell you a refund is unavailable when the Australian Consumer Law entitles you to one, require you to take a credit note instead of a refund you are entitled to, refuse a remedy because you no longer have the original packaging, or send you to the manufacturer.

If you think we have got this wrong, tell us — and you can also contact the Queensland Office of Fair Trading on 13 QGOV (13 74 68) or the ACCC on 1300 302 502.