Refund policy

Last updated: 4 January 2026

This Returns & Refunds Policy applies to all purchases made from shop.techsupport365.com.au, operated by Tech Support 365.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We do not accept returns or refunds for change of mind, including but not limited to:

Incorrect selection
Better price found elsewhere
No longer required
Compatibility issues where product specifications were clearly listed

3. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or incorrect, please contact us within 7 days of delivery.

When contacting us, please provide:

Your order number
A description of the issue
Clear photos of the item and packaging (if applicable)

We will assess the issue and, where applicable, arrange a replacement, repair, or refund in accordance with Australian Consumer Law.

4. Items Not Eligible for Return

Unless required by Australian Consumer Law, we do not accept returns for:

Products damaged after delivery
Misuse, neglect, or unauthorised modifications
Items returned without original packaging where this affects resale
Clearance or end-of-line items (unless faulty)

5. Bulky & Special Order Items

Certain products such as printers, UPS units, data cabinets, bulky items, or special-order products may be subject to additional return restrictions.

May not be eligible for return unless faulty
May incur additional freight or restocking costs where permitted by law

6. Return Shipping Costs

Where a return is accepted:

If the item is faulty or incorrect, we will cover reasonable return shipping costs
If a return is approved for other reasons (where permitted), return shipping costs are the responsibility of the customer

7. Refund Processing

Approved refunds are processed to the original payment method
Refunds are typically processed within 5–10 business days
Shipping charges are non-refundable unless required by law

8. Cancellations

Orders may be cancelled prior to dispatch. Once an order has been dispatched, it cannot be cancelled and must follow the returns process outlined above.