Easy 60-Day Returns Policy

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose between a refund or replacement. If a product has a minor problem, we may choose to repair or otherwise remedy the problem within a reasonable time. If we cannot do so within a reasonable time, you may be entitled to another remedy.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.

Nothing in this policy limits your rights under the Australian Consumer Law.

60-Day Change-of-Mind Returns

You may return an eligible product within 60 days of delivery when you have changed your mind, ordered the incorrect size or model, no longer require the product or have otherwise decided that it is unsuitable.

Consumer guarantees do not normally require a business to accept a return simply because a customer has changed their mind. Our 60-day change-of-mind policy is an additional benefit provided by AUSCOM Computers & Controls.

Change-of-Mind Postage Costs

For an approved change-of-mind return:

• The customer is responsible for the cost of returning the product.
• Any original postage or express delivery charge is not included in the refund.
• If an exchange is requested, our normal delivery charges may apply when sending the replacement product.

We strongly recommend using a tracked postage service. AUSCOM Computers & Controls cannot accept responsibility for a change-of-mind return that is lost or damaged while being transported by the customer’s chosen carrier.

Condition of Change-of-Mind Returns

All change-of-mind returns will be inspected before a refund or exchange is approved.

A change-of-mind return will be refused and no refund or exchange will be provided if the product:

• Has been used, installed, assembled, mounted or connected to power;
• Has been soldered, programmed, cut, modified, altered or repaired;
• Is damaged, scratched, marked, contaminated or otherwise no longer in new condition;
• Is missing accessories, cables, manuals, header pins, mounting hardware or other supplied components;
• Has altered, damaged or missing original packaging;
• Has been returned outside the 60-day return period; or
• Is otherwise unsuitable for resale as a new product.

Rejected Change-of-Mind Returns

If a change-of-mind return does not meet the eligibility conditions of this policy, the return will be refused and no refund or exchange will be provided.

We will contact the customer and explain why the return has been refused. The customer will be responsible for paying the reasonable postage cost required to return the product to them.

The product will be sent back after the required return postage has been paid. The customer may also arrange collection by prior agreement where practical.

If the customer does not pay the return postage or make suitable collection arrangements, the product will be held and dealt with in accordance with applicable uncollected-goods laws.

Products That Cannot Be Returned for Change of Mind

The following products are not eligible for a change-of-mind return unless otherwise agreed:

• Special-order products obtained specifically for the customer;
• Custom-made, programmed, configured, modified or personalised products;
• Products that have been soldered, cut, assembled, installed or modified;
• Products that have been electrically connected, powered or used;
• Downloadable or digitally supplied products after delivery;
• Gift vouchers;
• Products clearly marked as final sale or non-returnable before purchase; and
• Products that cannot be resold for health, safety or product-integrity reasons once opened.

Clearance and sale products remain eligible for change-of-mind returns unless they were clearly marked as final sale or non-returnable before purchase.

Faulty, Damaged, Incorrect or Misdescribed Products

Please contact us as soon as reasonably possible if you believe that a product:

• Is faulty or unsafe;
• Arrived damaged;
• Is missing parts;
• Is different from the product ordered;
• Does not match its description; or
• Is not fit for a purpose that was discussed with us before purchase.

We may ask for your order number, photographs, a video, wiring information, test results or other reasonable information to help us identify the problem.

Please do not return a suspected faulty or incorrectly supplied product until you have contacted us. This allows us to troubleshoot the issue and provide the correct return instructions.

Faulty-Product Remedies

The appropriate remedy will depend on the circumstances and whether the problem is major or minor.

Where required under the Australian Consumer Law, available remedies may include:

• Repair;
• Replacement;
• Refund; or
• Compensation for a reduction in value or reasonably foreseeable loss or damage.

For a major failure, the customer is generally entitled to choose between a refund or replacement. The customer may also be entitled to keep the product and receive compensation for its reduced value.

For a minor failure, AUSCOM Computers & Controls may choose to repair the product or otherwise remedy the problem within a reasonable time. If the problem cannot be remedied within a reasonable time, other remedies may be available.

Manufacturer warranties and any additional warranties supplied with a product operate alongside, and do not replace, your Australian Consumer Law rights.

Original Packaging for Faulty Products

Original packaging is preferred because it helps protect the product during transport. However, original packaging is not required for a claim involving a product that may have failed to meet a consumer guarantee.

Please pack the product securely to prevent further damage during transport.

Return Costs for Faulty Products

Please contact us before sending a suspected faulty, damaged or incorrectly supplied product.

Products that can be easily posted may need to be returned so that we can inspect and test them. If the product is confirmed to have a problem covered by the Australian Consumer Law, AUSCOM Computers & Controls will reimburse reasonable return postage costs already paid by the customer or provide another suitable return method.

Please retain your postage receipt so that reasonable return costs can be reimbursed.

Where appropriate, we may also refund the original delivery charge when providing a refund for a product that failed to meet a consumer guarantee.

Products Damaged Through Use or Installation

A repair, replacement or refund may not be available where the problem was caused by:

• Incorrect wiring or installation;
• Connection to an unsuitable voltage or power supply;
• Reversed polarity;
• Short circuits;
• Electrostatic discharge;
• Overloading;
• Water, corrosion or contamination after delivery;
• Physical or accidental damage;
• Unauthorised modification or repair;
• Use outside the product’s stated specifications;
• Failure to follow supplied instructions; or
• Unreasonable misuse of the product.

This exclusion applies only where the customer’s actions caused or contributed to the problem. Consumer guarantees may not apply where a product was damaged through unreasonable misuse or where the customer was informed of a particular defect before purchasing it.

Inspection and Testing

Returned products may be inspected and tested to determine the cause of the reported problem.

If testing confirms that the product is faulty or otherwise covered by a consumer guarantee, we will provide an appropriate remedy and reimburse reasonable return costs where required.

If no fault is found, or the problem is found to have been caused by incorrect installation, misuse or another matter not covered by a consumer guarantee, we will contact you to discuss the available options.

Where permitted, the customer may be responsible for reasonable inspection, collection or return-delivery costs if no fault is found. We will provide a reasonable estimate of any applicable costs before they are incurred or charged.

Missing Items or Transit Damage

Please inspect your order after delivery and notify us of missing items or transit damage as soon as reasonably possible, preferably within seven business days.

Early notification helps us investigate the matter with the delivery carrier and resolve it more quickly. However, this requested notification period does not limit your rights under the Australian Consumer Law.

Please retain the product, packaging, postage label and packing materials until we have assessed the claim. We may ask for photographs of the product and packaging.

Proof of Purchase

We may request reasonable proof that the product was purchased from AUSCOM Computers & Controls.

Proof of purchase may include:

• Your order number;
• Receipt or tax invoice;
• Online order confirmation;
• Payment reference;
• Credit or debit card statement;
• PayPal transaction record; or
• Another document that reasonably demonstrates the purchase.

The original receipt is not the only acceptable form of proof of purchase. Photographs or copies may also be accepted.

How to Return a Product

Please contact us before returning a product.

When returning an item:

1. Pack the product securely to prevent damage in transit.
2. Include all required accessories and packaging.
3. Include a copy of your invoice or a note containing:
   • Your full name;
   • Your order number;
   • Your contact details;
   • The reason for the return; and
   • Whether you are requesting a refund or exchange.
4. Use a tracked postage service for change-of-mind returns.
5. Send the parcel to the address below.

Please send the tracking number to us after posting the return.

Refunds

Once an eligible return has been received, we will inspect and process it as soon as reasonably possible. We normally aim to complete this process within seven business days, although complex product testing may take longer.

Approved refunds will generally be returned using the original payment method unless another method is agreed.

For an approved change-of-mind return, the refund will cover the returned product amount, excluding the original postage and any return postage costs.

No refund or exchange will be issued for a change-of-mind return that does not meet the eligibility conditions in this policy.

Where a refund is required because a product failed to meet a consumer guarantee, the refund will be provided in accordance with the Australian Consumer Law.

After we process a refund, your bank, card provider, PayPal or other payment provider may require additional time for the funds to appear in your account.

Purchases paid using a gift voucher will normally be refunded to a replacement gift voucher unless a different remedy is required by law or agreed with the customer.

Exchanges

Approved exchanges are subject to product availability.

For change-of-mind exchanges, the customer is responsible for return postage and any applicable delivery charge for the replacement product.

If the requested replacement is unavailable, we may offer an alternative product or a refund. We will not substitute a different product without the customer’s agreement.

Where an exchange is required because the original product is faulty, damaged, incorrectly supplied or otherwise fails a consumer guarantee, AUSCOM Computers & Controls will cover reasonable delivery costs where required.

Personal Data

Before returning a product that can store personal information, software, settings or files, please back up and remove your data where possible.

Product testing, replacement or repair may erase stored information. We will advise you before a repair where a notice is required concerning the possible loss of user-generated data or the use of refurbished parts.

Contact Us

For returns, refunds, exchanges or suspected faulty products, please contact: