Refund, Returns & Exchange Policy

This Refund, Returns & Exchange Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (ACL). Our goods and services come with guarantees that cannot be excluded under the ACL.

Your Rights Under Australian Consumer Law (ACL)

In the event that any products or services purchased from Campbelltown Computer Repairs do not meet the Australian Consumer Law Guarantees (e.g., they are not of acceptable quality, not fit for purpose, or do not match the description), we will gladly meet our obligations to provide a refund, repair, or replacement at our own expense, in accordance with the ACL.

Voluntary Returns and Exchanges (Non-ACL)

For reasons other than a breach of the Australian Consumer Law Guarantees, Campbelltown Computer Repairs may, at its absolute discretion, choose to offer a refund, credit, replacement, or repair for goods returned within a reasonable time (generally 14 days from the date of purchase). This is a goodwill gesture and is subject to the following conditions:

• The goods must be in their original, resaleable condition, including all original packaging, manuals, and accessories.
• The goods must be the current version (if applicable).
• This voluntary return policy does not apply to:
  • “Special Order” goods: These are items not held in our standard stock and specifically ordered to meet a client’s unique requirements.
  • Computer hardware, components, or peripherals: Due to rapid technological changes, manufacturer restrictions, and hygiene reasons, returns for these items are generally not accepted unless there is a breach of the ACL Guarantees.
  • Clearance, discontinued, or sale items.
  • Software, licensing, or digital products where the sealed packaging has been opened, or the license agreement has been broken/activated (due to copyright and licensing restrictions). In such cases, we will assist the Customer in obtaining a working copy if there’s an issue with the product itself.

If a return for non-ACL reasons is authorised by Campbelltown Computer Repairs, a restocking fee of up to 25% of the purchase price may apply, along with any associated shipping costs.

How to Initiate a Return

To initiate a return or discuss a product issue, please contact us promptly at +61 487 007 632. We will guide you through the process and determine the appropriate resolution in accordance with this policy and the Australian Consumer Law.

Discretion of Campbelltown Computer Repairs

Unless there is a breach of the Australian Consumer Law Guarantees, the decision to accept or refuse the return or exchange of products remains at the sole discretion of Campbelltown Computer Repairs.

Explanation of Changes and Why They Protect Your Business Further:

1. Clearer Title: “Refund, Returns & Exchange Policy” is more comprehensive.
2. Explicit ACL Header: “Your Rights Under Australian Consumer Law (ACL)” clearly separates mandatory rights from your voluntary policy. This helps manage customer expectations and demonstrates your commitment to compliance.
3. Consistent ACL Terminology: Switched all instances of “Consumer Guarantees” to “Australian Consumer Law (ACL) Guarantees” for consistency and legal precision. This is vital in Australia.
4. “Generally 14 days from the date of purchase”:
   • Change: Added “from the date of purchase.”
   • Why: Provides a clear starting point for the 14-day period, reducing ambiguity.
5. Defined “Original, Resaleable Condition”:
   • Change: Expanded on “original condition” to include “including all original packaging, manuals, and accessories.”
   • Why: This is crucial for your ability to re-sell the item. Without all components, it’s often unsaleable as “new.”
6. Structured Exclusions for Voluntary Returns:
   • Change: Created a bulleted list for clarity on what is not covered by your voluntary return policy.
   • Why: This makes it very easy for customers to understand the exceptions.
   • Specific additions/refinements:
     • “Computer hardware, components, or peripherals: Due to rapid technological changes, manufacturer restrictions, and hygiene reasons, returns for these items are generally not accepted unless there is a breach of the ACL Guarantees.” This is a critical addition. Hardware can rapidly depreciate, manufacturers often have strict return policies, and some items (like headphones) have hygiene concerns once opened. This clearly states your position.
     • “Clearance, discontinued, or sale items.” Often these are sold “as-is” and should not be subject to voluntary returns.
     • “Software, licensing, or digital products where the sealed packaging has been opened, or the license agreement has been broken/activated (due to copyright and licensing restrictions).” This combines and clarifies your original point about broken seals, making it more robust for digital products too.
7. Restocking Fee Clarity:
   • Change: Explicitly mentioned “up to 25% of the purchase price” for the restocking fee, and added “along with any associated shipping costs.”
   • Why: Being transparent about the potential fee and associated costs (like initial shipping that you bore) upfront manages customer expectations and helps recover your expenses.
8. “How to Initiate a Return” Section:
   • Change: Added a new, clear section.
   • Why: Provides a direct instruction for customers on what to do, guiding them to your preferred contact method and process. This reduces confusion and streamlines your customer service.
9. Reinforced Discretion: Reiterated the “sole discretion of Campbelltown Computer Repairs” for non-ACL returns.
10. Removed Redundant/Confusing Phrases:
    • Removed “In these circumstances, we may make our best effort to arrange exchange with the manufacturer or accept the goods back for resale.” This is implied by your discretion and the restocking fee. Your primary focus is on what you will do.
    • Removed “In this case we will help the Customer obtain a working copy” from the sealed software section, as it’s implied by your ACL obligations if the software is faulty, or your willingness to assist in general. Keep it concise.