Refund & Returns Policy

Overview

• Installation. All products must be installed by a qualified technician or a knowledgeable person. Damage or faults caused by incorrect installation may void the product warranty.
• Proof of purchase. Any warranty claim requires the invoice issued by Techs4U. If you have lost your invoice, we charge a $15.00 administration and processing fee to search for and re-issue it. Email [email protected] to request one.
• Manufacturer first. Most warranties are provided directly by the manufacturer, and as a reseller we are required to work within their process. Contact the manufacturer for support and advice first — see the manufacturer contacts below. If they cannot repair or replace the product and instruct you to return it, send us their reference or case number together with our tax invoice number, and our team will verify the return authorisation with the supplier and open a return case.
• Packaging. If a returned product arrives physically damaged in transit because it was inadequately packaged, the warranty is voided and the product cannot be exchanged or refunded.
• No fault found. Every returned item is tested on arrival. If it is found to be in perfect working order, a $20 handling fee plus return postage to you will apply.
• Free and bonus items are covered only by a 7-day dead-on-arrival policy. Contact us immediately if a free or bonus item is defective within 7 days of receipt.
• Health and hygiene. Microphones, earphones and headphones can only be returned if they are unopened, completely sealed and within 30 days of purchase — or if they are faulty.

To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging, with a receipt or proof of purchase. Please do not send your purchase back to the manufacturer unless we have told you to.

1. Change of mind & non-faulty returns

We encourage you to consider your purchase carefully before ordering — call us on 02 5839 5859 if you would like advice first, it is free. If you do need to return a non-faulty item because you changed your mind or ordered the wrong thing, the following applies.

• The item must have been in stock at Techs4U at the time of purchase. Custom-build items and special order-in items that are not part of our regular inventory may be rejected.
• The item must be returned within 30 days of delivery in its original, undamaged packaging.
• The item must be unused and still factory sealed.
• If the item has been opened, a restocking fee of 20% applies, because the item can no longer be sold as brand new.
• If the item has been used, the return may be rejected, or a restocking fee of up to 50% may apply.
• Delivery and insurance costs are not refundable and are not included in the restocking fee.
• We reserve the right to refuse a refund if the item is not in resalable condition, including damaged or missing packaging or parts.
• Software, printers with unsealed ink, and other consumable items cannot be returned.
• Microphones, earphones and headphones can only be returned unopened and completely sealed within 30 days of purchase, for health and hygiene reasons.
• Only regular-priced items may be refunded. Clearance items cannot be refunded.

When your refund arrives

Once we receive and inspect your return we will email you to confirm it has arrived, and then to tell you whether the refund has been approved or rejected. If approved, the refund is processed back to your original payment method.

If you have not received an approved refund yet: check your bank account again, then contact your credit card company — it can take some time before a refund is officially posted. Next contact your bank, as there is often a processing delay at their end. If you have done all of this and still have not received your refund, contact us at [email protected].

2. DOA & warranty returns

All brand-new products sold by Techs4U — with the exception of consumables and software — are covered by an Australian manufacturer warranty. For used or ex-demo products, the warranty terms are stated in the listing; contact us if they are not.

2.1 DOA returns (dead on arrival)

If your item is confirmed defective when delivered it is treated as Dead On Arrival. The DOA period is 14 days from your invoice date. DOA claims are eligible for a refund or replacement once the faulty item has been returned to us.

• Processing takes up to 2 weeks from the time we receive the item, because the unit goes to the vendor for testing and fault verification.
• You must contact us within 14 days of your invoice date.
• To speed up the claim, obtain a manufacturer reference number confirming the item may be faulty.
• You are responsible for the shipping cost of returning a faulty item; Techs4U covers the return freight on replacement units. We do not reimburse shipping costs you incur.
• Return the item to us within 14 calendar days of the return label being issued. Wherever possible use the original, undamaged and unmarked packaging, including all accessories, manuals and documentation. If accessories are missing we may reject the DOA claim or apply only a partial refund.

2.2 Warranty returns

Outside the 14-day DOA period, the standard manufacturer warranty terms apply. Electronics and computers often need specialised support, so we strongly recommend contacting the manufacturer first — their support team can diagnose and resolve issues faster than we can as an intermediary. If they cannot assist, our team will step in.

• You are responsible for the shipping cost of returning a faulty item; Techs4U covers the return freight on replacement units. We do not reimburse shipping costs you incur.
• Processing generally takes 1–3 weeks from the time we receive the faulty unit.
• Some products require you to contact the manufacturer's support team for a reference number before a warranty claim can be processed — see the manufacturer contacts below.
• Depending on the manufacturer's assessment, a warranty claim may result in a repair, a replacement, or store credit at Techs4U.
• Your invoice or order number, and the item's serial number where applicable, must be provided. We cannot process a warranty request without proof of purchase.

3. Return of faulty products

Once we receive a faulty product we send it to the manufacturer or their authorised service centre for assessment. A return will be rejected if:

• the package does not have a Techs4U-approved RA number attached;
• the item is damaged through misuse, or through inadequate packaging in transit;
• the serial number does not match our tax invoice record.

Once the repaired or replacement unit comes back from the manufacturer we arrange delivery to you.

Note: if the fault is not covered by the manufacturer's warranty or extended warranty, we will send you a quote for the repair cost and any processing costs before returning the product to you.

4. Manufacturer contacts

Contact the manufacturer directly for troubleshooting and warranty support. Where a row is marked, a case or reference number from the manufacturer is required before we can accept a return.

Manufacturer	Phone / Email
Acer Service Centre	1300 362 328 (laptops, LCD)
APC	13 73 28 (tech support) • support online
ASUS	1300 278 788 • [email protected] (warranty) • [email protected] (DOA)
Belkin	1800 235 546 (English only, 24/7) • live chat for docks, screen protectors, chargers, cables, routers and adapters
Cisco	1800 805 227 • [email protected] (Technical Assistance Centre)
CyberPower	1300 431 808 • [email protected]
D-Link	1300 766 868⚠ Return accepted only with a case number
Dahua	1800 327 457 • [email protected]⚠ Return accepted only with a case number
Eaton	1300 877 877 • [email protected]
Epson Service Centre	1300 361 054
Fuji Xerox	1800 883 668
Fujitsu Service Centre	1800 288 283
HP Service Centre	131 047 • 1300 721 147 (printers) • 131 047 (scanners) • live chat
IBM Service Centre	1800 289 426
Kingston	1800 620 569
LaCie	Contact LaCie (Seagate) for warranty
Lenovo	131 426 • PC support
Lexmark (return to PC Lan)	(07) 3377 5888
LG Service Centre	1800 643 156
Linksys	1800 605 971 • live chat⚠ Return accepted only with a case number
Logitech	1800 025 544
Motorola	1300 138 823
Philips	1300 651 993
QNAP	Contact QNAP support⚠ Return accepted only with a case number
Samsung Service Centre	1300 362 603
Seagate	Warranty and replacement via Seagate support
Sony	1300 137 669
Synology	Contact Synology support⚠ Return accepted only with a case number
Toshiba	(02) 9887 6000 • 13 30 70
ViewSonic Service Centre	1800 880 818
Wacom	(02) 9422 6700
Western Digital	Warranty and support via WD
Zebra	1800 457 439 • [email protected] (printers)

If the brand you bought is not listed above, contact us at [email protected] or call 02 5839 5859 and we will point you to the right support channel.