RETURNS, REFUNDS AND EXCHANGES

1. All items sold by XpressTech come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
2. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods replaced or repaired if the items fail to be of acceptable quality and the failure does not amount to a major failure.
3. You can ask for a replacement or refund if the problem with a product is major. Within ACCC guidelines for refunds the following factors will be taken into account to determine the refund value:
   • how much time has passed since the product was purchased
   • type of product
   • how a consumer is likely to use the product
   • the length of time for which it is reasonable for the product to be used
   • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.
4. Items presented for repair may be replaced by the manufacturer with refurbished goods of the same type rather than being repaired
5. Where XpressTech approves the Return Authority (RA) request, a restocking fee of $50 excluding GST or 30% excluding GST of the excluding GST price of the returned product (whichever is the greater) will apply at the discretion of XpressTech based on circumstances surrounding the return of the product. All returns accepted for credit must be in the original packaging and unopened or credit will be denied
6. The customer must notify XpressTech via email at returns@xpresstech.com.au , of any products it wishes to return within 7 days from the date of the invoice relating to those products. Custom spare parts (special orders, non-stockable or non returnable items) are to be paid for upfront and are non-returnable and non-refundable, this can be at XpressTech’s discretion.
7. Returns will be subject to XpressTech’s returns policy as advised to the customer and amended by XpressTech from time to time.
8. XpressTech does not provide full refund or exchange for incorrectly ordered goods which have been delivered to you. Customers are solely responsible for their purchase, so please choose carefully prior to placing an order.
9. All change of mind returns are subject to XpressTech’s inspection and final approval.
10. The final credit or refund provided will be based on the lesser value of either the original purchase price or current selling price.
11. Returns of products that have been dropped/damaged/modified/tampered/manufacturer labels removed will not be accepted. XpressTech will not be liable for any damage or defects in the products that have been caused by the improper storage, warehousing or transport, or by any neglect, abuse or improper use, installation, maintenance or unauthorised repair. Goods that have already been opened are subject to our testing and approval and may require additional time to process. Returns of software or games will not be accepted unless it’s for a warranty claim.
12. Items purchased by the customer that develop an unexpected fault within the warranty period may be repaired, replaced or refunded, subject to the cause of the fault to the item that the customer has purchased. Items that cannot be repaired may be replaced with an item of similar value, or refunded. Repairs, replacements or refunds do not have to be offered if the item has been used in an abnormal manner, or has been subjected to unacceptable circumstances.
13. We do not accept any returns of any opened and used products that may breach the health & safety regulations such as headsets, ear pieces and headphones, unless the item is faulty.
14. Orders that have not been marked shipped or ready for shipping (except for PC System orders) can be cancelled and we will provide a full refund. However, once your items are ready for shipping, if you wish to cancel your order, you will be charged a restocking fee as well as any fee for return shipping.
15. For PC System orders, any change or cancellation will incur a restocking fee whether or not the order has been shipped as well as any return postage cost (if applicable).
16. There will be no credit or refund given on the price difference of the ordered items due to price drops once the product has been processed and shipped out. Prices of computer parts are volatile and we do not control the price fluctuations.
17. If products received are not as per your order, please inform XpressTech within 24 hours of receiving the delivery, do not open any packaging or use the products as it will be deemed as an acceptance of goods and will not be accepted for return. XpressTech may pack non retail boxed items using re-used packaging materials for added protection (e.g. hard drive packed inside an empty retail box).
18. XpressTech reserves the title of ownership for any extra or incorrect goods shipped as result of our error. We will arrange any extra shipments to recover these goods, and cover the cost in resolving this issue.
19. Each claim for the return of products by the customer will be dealt with in accordance with the Returns, Refunds and Exchange Policy. Any substitute products to be shipped to the customer in accordance with the Returns, Refunds and Exchange Policy will be sent by XpressTech to the customer by ordinary freight pre-paid. If the customer requests that the products be sent by means other than ordinary freight, the extra cost of such accelerated or special freight must be paid by the customer.

WARRANTY

1. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Certain legislation may imply warranties or conditions or impose obligations upon XpressTech which cannot be excluded, restricted or modified or cannot be excluded, restricted or modified except to a limited extent. These Terms and Conditions must be read subject to those statutory provisions. If those statutory provisions apply, to the extent to which XpressTech is able to do so, its liability will be limited, at its option, to:
   • in the case of products: the replacement of the products or resupply of equivalent products; the repair of the products; the payment of the cost of replacing the products or acquiring equivalent products; or the payment of the cost of having the products repaired; and
   • in the case of services: the supply of the services again; or the payment of the cost of having the services supplied again.
3. Upon XpressTech testing the products if the fault is determined as a major failure the customer can choose:
   • a refund
   • an identical replacement, or one of similar value if reasonably available
4. If the fault is determined as a minor failure XpressTech will choose to:
   • repair the goods
   • replace the goods
   • offer a refund
5. When items are required to be replaced, the exact model of the item may no longer be available. In such a case, we will substitute the item with a similar one.​
6. Individual items that are covered by a manufacturer warranty outside of the warranty period provided exclusively by XpressTech are subject to the Terms and Conditions outlined by the manufacturer of the product.​
7. XpressTech will notify the customer of any applicable manufacturers’ warranty in relation to the products. To the extent permitted by law, XpressTech’s entire responsibility with respect to warranties for the products is to pass on to the customer the benefit of any such warranties.
8. The consumer has the choice of returning the item to XpressTech or the manufacturer of the item, if the item is covered by a manufacturers’ warranty.
9. To the extent permitted by law, the manufacturers’ warranties referred to in clause 5 are in substitution for all other terms, conditions and warranties, whether implied by statute or otherwise (including any implied warranties with respect to merchantability, fitness for purpose or quality, and whether as to design, assembly, materials or workmanship) and all such terms, conditions and warranties are expressly excluded from these Terms and Conditions.
10. If you believe an item to be faulty, please ensure that you thoroughly test it before returning it to us, as we are not responsible for any costs incurred if the item is found to have no fault.
11. If necessary, we will cover your return postage fee when the item has been determined to be faulty.
12. Items that are found to have no fault will not be returned to you until you have paid any applicable fees incurred.
13. You need to provide proof of purchase when you are making a warranty claim. Proof of purchase is in the form of either the original receipt or invoice.
14. All items returned to XpressTech are to be checked before any refund or exchange action is to be taken. It is our responsibility to make sure all items that are returned by customers are checked thoroughly.
15. Warranty is provided solely on products sold by XpressTech. Other faulty products used in conjunction that are not purchased from XpressTech will not be covered under warranty.
16. Any product sold by XpressTech is meant to be professionally installed; improper installation is NOT covered under warranty. Please seek or pay for a professional assistance if required, to avoid paying any unnecessary cost for replacement.
17. Systems built by XpressTech come standard with a 1 year parts and labour Return To Base (RTB) which begins from the date of purchase. When your system has any hardware failure, XpressTech will rebuild/repair back to its original condition at no extra charge. Labour warranty covers only the hardware and its original operating system/software that XpressTech installed (must be purchased from XpressTech only), so it does not include any hardware/software troubleshooting or repair that we did not originally install.
18. XpressTech does NOT cover any software installation issues e.g. drivers or system software updates for any computer where XpressTech did not install the software originally. Should any warranty claims arise where software is at fault, installed by the customer, standard charges will apply.
19. XpressTech is not responsible for any data loss; backing up of data is the responsibility of the customer. XpressTech does not provide a backup or data recovery service when sending hard disks for warranty claims. Hard drives sent for warranty are always replaced with a new/refurbished unit. XpressTech will provide the customer with a repair notice before accepting any product where:
    • the product being refunded/repaired/replaced is capable of retaining user-generated data, for example, mobile phones, computers, hard drives
    • refurbished product may be provided rather than repair, or refurbished parts are used in the repair of defective products.
20. Warranty will be rejected for any non-manufacturing defects, if the item is found to be mishandled, modified, tampered, abused, physically damaged, improperly installed and used, or damaged caused by power surges, electrical faults and lightning strikes. Products returned that show evidence of user induced damage, over clocking, tampering or modification, will be denied. This includes improper installation of the CPU heat sink, scratches on motherboard, failure of fan/heat sink, broken or damaged parts, cutting of cables or the soldering of components.
21. Items that you ship to us must be well packed as we are not responsible for any damage in transit. Please provide original packaging if possible or adequate safe packaging as insufficient safe packaging will result in warranty being voided should any damage occur in transit.
22. A large percentage of warranty returns are tested to be without fault. In the event the product is not faulty, XpressTech reserves the right to charge a minimum service fee of $50 per product for time spent on testing the product. Any shipping or handling costs will also be chargeable to customer.
23. XpressTech will only be responsible for uncollected warranty products for a maximum period of 60 days. If the customer does not collect their goods within this time period XpressTech will dispose of the goods by following the disposing of uncollected goods policy of the Australian Consumer Law.

WARRANTY EXCLUSIONS

Warranty cover will not apply to:

1. Any product that has not been installed in accordance with the installation instruction supplied by the equipment manufacturer or damaged due to incorrect installation.
2. Any product that is repaired or altered by anyone other than authorised XpressTech service personnel where a product disassembled or repaired in such a manner that performance or functionality is affected.
3. Any product that fails or is damaged as a result of improper storage, operation under abnormal conditions misuse, neglect, abuse, accident, act of God or maladjustment of consumer controls. Short circuiting the equipment will be considered misuse and will cause the product not to be covered by the warranty.
4. Accessories and consumable goods such as batteries, keyboard, mouse and joystick if they are a result of heavy use, or shows sign of normal wear and tear.
5. Any defect or damage caused by or resulting from the connection or attachment to the product that has not been approved by the manufacturer for connection or attachment to the product.
6. Defects or damage due to spills of liquid or other substances (water damage, dust, cigarette), excessive temperature or humidity and environmental conditions.
7. Aesthetic or surface damage or scratches to all plastic surfaces and other external parts damaged due to normal customer use.
8. Any cost of hardware or software removal or reinstallation. Removal of parts from a system if it’s not bought as a system will attract labour charge.
9. Any product or part thereof which has suffered through alteration or defacement of the serial number or warranty seals as such where an unauthorised service personnel opening the product without permission from XpressTech.
10. Software issues, e.g. viruses, malware infections, potentially incompatible programs that have been installed by the end-user, etc.
11. Environmental issues that can inadvertently cause damage to your PC, e.g. lightning strikes, insect and rodent infestations, power disruptions, etc.
12. Software e.g. Windows, Office, anti-virus, etc. can not be refunded.
13. We are not responsible for any loss of data due to the failure of any storage device provided by XpressTech, as outlined in clause 19. of Warranty.