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Returns, Refunds, Cancellations, and Warranty
Returns and Refunds
• All product returns sent by POST must be clearly addressed as follows (No Couriers accepted): AIEXTREME Pty Ltd Returns Department 107 Starke Street Higgins ACT 2615
• Customers must first apply for a return authorisation (RA) on our website before returning any product. In the case where access to our website is not available, customer can always contact our support team by lodging a query through our support site to obtain the return authorisation number. When returning a product, it must be returned with the RA number clearly visible outside the packaging. Product returned without an RA number will be rejected. Any returns outside of warranty claims, are subject to our prior approval. To return goods you may follow this link: www.aitechpc.com.au/contact_us/
• Within ACCC guidelines for the refund of goods under warranty, if the goods returned have had a fair amount of use, AITech PC is allowed to offer partial refund or replacement only based on the remaining warranty period based on the original invoice. For purposes when calculating depreciation, lifetime warranty products will be based on 5 years. • We may accept returns of goods without incurring a restocking fee if the item(s) meet all the following criteria: – The product has not been opened – The product is not a special order product (Product is not “Order Only” or “At Supplier” status and is readily stocked by AITech PC) – The product is not in large quantity (greater than 3 units) – The product value is less than $1,000 – The product is returned within 5 business days of purchase
As of 11:30 AM (AEST) 02/06/21 AITech PC will no longer accept change of mind returns for products outside of the above criteria.
All change of mind returns (even those within the above criteria) are subject to AITech PC inspection & final approval.
The final credit or refund provided will be based on the lesser value of either the original purchase price or current selling price.
• AITech PC offers a 7 days new for new replacement guarantee based on DOA (Dead On Arrival). Whereby if a product purchased by customer is found to be faulty in 7 days of ‘receiving’ (if send by courier) and/or date of invoice, AITech PC will guarantee an instant new replacement (subject to stock availability) or customer can also choose a store credit or a refund. This will be subject to our approval once product has been returned to us and tested. All shipping costs involved in processing of DOA goods will be fully covered by AITech PC. Product claimed under DOA are to be returned to us within the 7 days period of claiming DOA as otherwise it’ll be treated as a normal warranty claim. • Advance replacement is only available for DOA items if customer purchase and pay for the same item again and once the faulty product is returned and approved to meet the warranty terms and condition , we will then credit/refund their account. We will do our best to speed up the process of warranty returns provided all products returned are meeting the warranty terms and conditions. (see below)
• If goods received are not as per ordered, please inform AITech PC within 24 hours of receiving the delivery, do not open any packaging or use the goods as it will be deemed an acceptance of goods and will not be accepted for return. AITech PC may pack non retail boxed items using re-used packaging materials for added protection (e.g. hard drive packed inside an empty retail cdrom box). • 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. • 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 under the warranty terms. • AITech PC 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.
Cancellations
• Cancellation of orders involving a computer system that is already built, will be charged at least a minimum of 15% restocking fee. This is to cover for our time and depreciation of opened goods. • Cancellation of any order that has all items picked and scanned, that has been either partly or fully paid, will result in a minimum 15% deduction from the total order amount to be refunded, this will be waived if AITech PC cannot supply the goods due to our own fault/supplier problems. • Cancellation of specially ordered items (Order Only) that is already ordered at the supplier/confirmed/instock will attract a minimum fee of 15% deducted from the order value/deposit paid.. Except if AITech PC cannot supply the item you ordered, in which case the entire deposit or payment will be refunded to you in full. • Cancellation must be informed to us ‘in writing’ as soon as possible, any cancellation after a product has been packed and shipped out will result in the customer liable for all shipping and handling charges as well as any cancellation fees that may apply. • AITech PC reserve the right to cancel any order that is ready for customer to pickup/for delivery after 3 working days of non payment or non contact by customer. Any deposits paid will be forfeited by customer.
Warranties
• All products sold by AITech PC carry a full manufacturer warranty. AITech PC will process all warranty claims with the manufacturer on behalf of customers unless the manufacturer has a direct warranty option to the customer. Some products do offer an extended limited warranty which customers may require registration with the manufacturer. In the event of a manufacturer or supplier closure, we will endeavour to fulfil our warranty commitments however we can not guarantee the outcome.
• Any product returned for a warranty claim, depending on its age and availability, will generally be repaired, replaced with new or refurbished, upgraded or refunded by the manufacturers.
• Manufacturers offering lifetime warranty refer to the lifetime of the product (assuming the product is still available from the manufacturer) unless specified otherwise. In the event that the product becomes obsolete, it may be upgraded to a similar product or a credit will be given at the current market value or purchased price whichever is lower; however the outcome is entirely dependent on each manufacturer’s policy.
• AITech PC do not handle warranty returns for products that already provide a local or direct manufacturer to customer warranty service. These products include printers, scanners, networking products and monitors and many other retail products. Please read the manufacturer’s warranty terms and conditions for the specific details.
• Warranty is provided solely on products sold by AITech PC. Other faulty products used in conjunction that are not purchased from AITech PC will not be covered under warranty.
• Any product sold by AITech PC is meant to be professionally installed; improper installation is NOT covered under warranty. Please seek a professional assistance if required, to avoid paying any unnecessary cost for replacement or repair.
• AITech PC will also apply a Tamper Proof warranty sticker to the back of the case in every system built. This is done as part of our Quality Control. It is not used to prevent customers from accessing the inside of their computer in the future. Removal of this warranty sticker will only void any claims of loss, incomplete, damaged hardware, or incorrectly installed hardware in a system upon arrival. Customers should be able to verify their computer components in the system thru software without opening up the case. When a AITech PC system is deemed faulty or contain incorrect configuration we require that systems be returned to us with the warranty sticker still attached to ensure there has been no tampering. By removing this sticker customer will also accept to pay for any labour/courier costs associated with future warranty claims of the system.
• AITech PC does NOT cover any software installation issues e.g. drivers or system software updates for any computer where AITech PC did not install the software originally. Should any warranty claims arise where software is at fault, installed by the customer, standard charges will apply.
• AITech PC will NOT be liable in any way for incidental, consequential or indirect loss resulting from faulty systems or parts. AITech PC is not responsible for any data loss; backing up of data is the responsibility of the customer. AITech PC 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.
• Warranty will be void 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, overclocking, tampering or modification, will be denied. This includes improper installation of the CPU heatsink, scratches on motherboard, failure of fan/heatsink, cutting of cables or the soldering of components.
• Under the Return to Base warranty policy, all shipping charges for any product returned to AITech PC incurred in a warranty claim will be at the expense of the customer. AITech PC will only pay for the return freight to the customer, except for rejected warranty, non faulty returns or bulky items older than 6 months from date of invoice.
• Warranty must be properly packaged in the condition acceptable by the vendor. (please provide original packaging if possible or adequate safe packaging as insufficient safe packaging that caused physical damage will result in warranty being voided)
• Turnaround time for warranty returns may depend on the availability of the replacement product from manufacturer. The process of warranty returns involves the shipping of warranty to AITech PC, product testing time, obtaining approval from the supplier, the shipping of warranty to our supplier, supplier’s own testing, shipment back to us, testing of the part if its a repaired item, and finally shipment back to the end user.
• A large percentage of warranty returns are tested to be without fault. In the event the product is not faulty, AITech PC reserves the right to charge a maximum labour fee of $50 per product for time spent on testing the product.
• AITech PC will not be responsible for keeping any warranty returns that are unclaimed or have not been picked up for more than 3 months. Customer must always leave a valid contact detail for warranty.