Short version: we're pretty relaxed. If you bought something that isn't right for you, come and see us — most returns end with a happy customer and no drama. The details below are for the handful of cases where the answer is different.
Faulty goods — that's a right, not a favour
If something is genuinely faulty, none of this page's fine print applies. Your Australian Consumer Law guarantees kick in, and our warranty sits on top of them. Bring it back and we'll sort it — repair, replacement or refund as the law provides.
Changed your mind? Usually fine
Under Australian Consumer Law, no shop has to accept a return just because you changed your mind or found it cheaper elsewhere. We usually do anyway, within reason — bought the wrong thing, don't need it after all, project fell through. Bring it back unused, in its packaging, with your receipt, within a reasonable time, and we'll generally work something out.
We reserve the right to say no. We rarely use it, but a return has to be something we can honestly put back on the shelf.
Ink — check before you open it
Opened ink and toner cannot be returned for change of mind. Once a cartridge is out of its seal we can't resell it, full stop. This is the one return we have to be firm on, which is why we ask every customer to check the cartridge number against their printer before opening the box — and why the warning is printed right on your receipt.
Unopened ink in resellable condition is a normal change-of-mind return. Faulty ink is a warranty matter like anything else.
Parts bought for testing aren't returns
Now and then someone buys a power supply or a graphics card to test their own machine, then brings it back once the mystery is solved — "turns out I didn't need it" or "it didn't fix it." We understand the instinct, but we can't accept these as change-of-mind returns. Once a part has been installed and run, it isn't new any more: we'd have to fully retest it before it could be resold, and the next customer deserves a part that hasn't lived a previous life.
There's also a simpler way: diagnosis is literally what we do. Bring the machine in, and instead of gambling the price of a part on a guess, you'll get an answer from someone who does this all day — and only buy the part you actually need. It's cheaper than being wrong twice.
Making a return
Bring the item and your receipt to the store you bought it from. No forms, no portals — talk to a person, same as always. If you've lost the receipt we can usually find the sale in our system.