Refund policy

Items must be unopened and returned in the exact condition they were received in. Returns must be lodged within 7 days of receipt. A restocking fee of 25% may be incurred and will be assessed on a case-by-case basis. No refund or return for digitally delivered products. Refund may be processed as store credit, or refund to original payment method. You will be responsible for return shipping. Returns will only be processed with a valid RMA number provided in advance.  Returns may be processed via a third-party vendor if deemed necessary. 

Returns will not be accepted:

  • For change of mind/incorrect purchase/found cheaper elsewhere
  • For damage after receipt due to alterations/modifications to the product/unusual usage or non-recommended usage of the product, or damage to the product due to unforeseen circumstances or acts of God.
  • Where no proof of purchase is provided
  • Where items have been special ordered or were end of life and on heavy discount
  • Where no RMA number has been provided

Eligibility for Refund, Return, Warranty Claim, and Consumer Guarantee Claim

To qualify for a refund, return, warranty claim, or consumer guarantee claim at Macarthur Managed IT Pty Ltd, consumers must adhere to the following requirements:

  • Report the details of the defect and return the goods to us either by mail or courier, as appropriate.
  • Specify the resolution you are seeking. Please note that Macarthur Managed IT Pty Ltd does not guarantee that the requested remedy will be provided.
  • Present proof of purchase when returning goods.
  • Cease using the defective item immediately.
  • Take reasonable care of the goods while they are in your possession.
  • Ensure that the fault was not caused by using the product in an abnormal or non-recommended manner. Such usage might be outlined in the manufacturer’s warranty as invalidating the warranty.
  • The product must not have been disposed of, lost, or destroyed. Essentially, it is necessary to demonstrate that the product has failed.
  • The product's value should not have diminished due to delays from your side. Faults should be reported to Macarthur Managed IT Pty Ltd promptly after they occur.
  • Original packaging should be used wherever possible.
  • Tracked freight must be used for all returns and a tracking number must be provided.
  • Returns must be appropriately packaged to ensure the item is received without damage. If a returned item is damaged or lost in transit, the return may be denied.
  • We recommend reviewing the manufacturer’s warranty details (if applicable) carefully and ensuring compliance with the terms and conditions of the manufacturer’s warranty. Macarthur Managed IT Pty Ltd accepts no liability for non-compliance with the manufacturer’s warranty.

These guidelines are designed to ensure that the process of refunds, returns, and claims is straightforward and transparent for both the customer and Macarthur Managed IT Pty Ltd.

All issues with products should be addressed to us via our sales@macarthurmanagedit.com.au email address.  Please provide your order details, proof of purchase, contact information, a comprehensive description of the issues you’re experiencing including what steps you have taken to resolve the issue yourself.

Manufacturer's Warranty

Before initiating any manufacturer’s warranty claim, we ask our customers to ensure the product is:

  • Not misused or used in a way that is unusually stressful or abnormal, as such use may void the warranty or exceed expected performance.
  • Not disposed of, lost, or destroyed. It is essential to provide proof that the product has failed.
  • Not devalued due to delayed reporting of the issue. Faults should be reported to Macarthur Managed IT Pty Ltd promptly after they occur.

Please note that Macarthur Managed IT Pty Ltd is not a manufacturer or an authorized service center. We highly recommend contacting the manufacturer's technical support directly for any troubleshooting or technical advice before returning the product for a warranty claim. Manufacturer support services often offer free expert advice and can provide a tech support case number, which can expedite the warranty process, whether you are dealing with us or the manufacturer directly.

Some manufacturers offer onsite services or pickup and delivery, commonly for products like notebooks, desktops, and LCD monitors. These services generally ensure a faster resolution of warranty claims. Due to privacy regulations, Macarthur Managed IT Pty Ltd cannot lodge a warranty claim on behalf of a customer directly with the manufacturer.