Refund and Returns Policy
Last updated: October 25, 2024
At PC Hardware, we are committed to ensuring that our customers are satisfied with their purchases. This Refund and Returns Policy outlines your rights under Australian Consumer Law (ACL) and our procedures for returns, refunds, and replacements.
1. Your Rights Under Australian Consumer Law (ACL)
Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if the goods you purchase:
– Are faulty or have a manufacturing defect.
– Are not as described or do not match the advertised description.
– Fail to perform as intended or as promised.
– Do not meet a level of quality that would be considered reasonable or expected for the type of product.
We are not required to provide a refund if you:
– Change your mind about a product.
– Misuse the product in any way that caused the problem.
2. Eligibility for Returns
To be eligible for a return, the item must meet the following conditions:
– The product must be unused, in original condition, and returned with all original packaging and accessories.
– You must provide proof of purchase (e.g., an invoice or receipt).
– Returns must be requested within 30 days from the date of delivery.
3. Non-Returnable Items
Certain items are not eligible for returns unless they are faulty, defective, or do not match the description. These include:
– Sale or clearance items.
– Digital products (e.g., software, downloadable content).
– Customized or personalized items.
– Items damaged due to misuse or abuse.
4. How to Initiate a Return
If you believe your product is eligible for a return or refund, please follow these steps:
1. Contact us at [Insert contact email] within 30 days of receiving the product. Provide your order number, a description of the issue, and any relevant photos if the product is faulty.
2. Wait for return authorization: Once we receive your request, we will assess the issue and, if approved, provide a Return Merchandise Authorization (RMA) number and instructions on how to return the product.
3. Ship the item: You are responsible for the return shipping costs unless the product is faulty or incorrect. We recommend using a trackable shipping method to ensure the item is safely returned to us.
5. Processing Your Refund or Exchange
Once we receive and inspect your returned product, we will notify you of the outcome. If your return is approved, we will process one of the following based on your preference:
– Refund: The refund will be processed to your original payment method within 7-10 business days. You will be notified once the refund has been issued.
– Replacement or Exchange: If you opt for a replacement or exchange, the new item will be shipped within 7-10 business days after we receive the returned product.
Please note that refund processing times may vary depending on your bank or payment provider.
6. Faulty, Damaged, or Incorrect Items
If you receive a product that is faulty, damaged, or incorrect, please contact us immediately at [Insert contact email] or [Insert phone number] so we can assist you in resolving the issue. We will:
– Provide a replacement for faulty or damaged products at no additional cost.
– If a replacement is not possible, we will offer a full refund, including any applicable shipping fees.
– If the incorrect item was sent, we will arrange for the correct item to be sent and cover all related shipping costs.
7. Shipping Costs for Returns
– For faulty, damaged, or incorrect products, PC Hardware will cover the cost of return shipping.
– For change of mind returns (if accepted on an exceptional basis), the customer is responsible for all return shipping costs.
We recommend using a trackable shipping service for returns, as we are not responsible for items lost or damaged during transit.
8. Change of Mind Policy
At PC Hardware, we do not generally offer refunds or exchanges for change of mind purchases. However, under certain circumstances and at our discretion, we may accept returns for change of mind, provided:
– The product is in original condition, unused, and returned within 14 days of delivery.
– A restocking fee of 15% of the product’s price may apply for change of mind returns.
Please contact us at [Insert contact email] to discuss your request for a change of mind return.
9. How Refunds Are Issued
Refunds will be issued to your original payment method, which may include:
– Credit/Debit card: Refunds typically appear on your statement within 7-10 business days, depending on your card issuer.
– PayPal: PayPal refunds are processed within 1-2 business days after approval.
– Other payment methods: Refunds may take additional time depending on the payment processor.
We will notify you once the refund has been processed.
10. Contact Us
If you have any questions or need further assistance regarding our Refund and Returns Policy, feel free to contact us:
– Email: sales@pchardware.com.au
– Phone: 0450 804 739
– Mail: Data Fidelity Australia Pty Ltd, [Insert business address], Queensland, Australia.