Warranty & Returns

1. Overview

At Tech Support 365, we sell IT hardware and accessories supplied by trusted Australian distributors. All products are covered by Australian Consumer Law (ACL) and applicable manufacturer warranties.

Because many products are shipped directly from our suppliers, some return conditions differ slightly from in-store retail. We keep it fair, transparent, and practical.

2. Change of Mind Returns

We offer change-of-mind returns under the following conditions:

Eligible If:
  • Item is unused, unopened, and in original packaging
  • Return request is made within 14 days of delivery
  • Proof of purchase is provided
Not Eligible If:
  • Item has been opened or used
  • Software, licenses, consumables, or clearance items
  • Custom-ordered or special-order products
Fees:
  • Return shipping costs are the customer’s responsibility
  • A restocking fee (up to 15%) may apply depending on supplier terms

💡 Please contact us before sending anything back — unauthorised returns may be rejected.

3. Faulty, Defective, or DOA (Dead on Arrival)

You are entitled to a remedy under Australian Consumer Law if a product is faulty.

DOA (Dead on Arrival)
  • Must be reported within 7 days of delivery
  • We may request photos or testing details
  • Replacement or refund will be offered once confirmed
Faulty Products
  • We assist with warranty assessment
  • Item may be repaired, replaced, or refunded depending on supplier outcome

4. Warranty Claims

Most products are covered by a manufacturer warranty, typically handled via our supplier.

Warranty Process
  1. Contact Tech Support 365 with your order number
  2. Provide a description of the issue
  3. Include photos or error details (if applicable)
  4. We lodge the claim with the supplier
  5. Supplier assesses and determines repair, replacement, or refund

⏱️ Warranty processing times vary by manufacturer and may take 7–21 business days.

5. What Is Not Covered Under Warranty

  • Accidental damage
  • Liquid damage
  • Power surge damage
  • Misuse or incorrect installation
  • Normal wear and tear

(Yes, even if “it just stopped working” — suppliers will still assess it.)

6. Shipping & Transit Notes (WA Customers)

  • Products ship from Australian warehouses
  • Typical delivery to WA: 3–6 business days
  • Courier or weather delays are outside our control, but we assist with follow-up

7. Refunds

  • Funds are returned to the original payment method
  • Processing time: 3–5 business days after approval
  • Shipping costs are non-refundable unless the item is faulty

8. How to Request a Return or Warranty Claim

Please contact us before returning anything:

📧 hello@techsupport365.com.au

Include:
  • Order number
  • Product SKU
  • Reason for return or fault description

9. Your Rights Under Australian Consumer Law

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

  • A replacement or refund for a major failure
  • Compensation for other reasonably foreseeable loss or damage