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Our sales, returns and warranty policy is listed below. Please read this carefully before purchasing from Elutrium Computer Services.
All products sold are "fit for purpose", however, Elutrium Computer Services does not warrant or guarantee that any product sold is compatible with any equipment, hardware or software already installed or in use by the customer. This does not necessarily mean that it is fit for the purpose you want it for, it means it will do the job it was designed for.
Any ordered items are to remain in title and the property of Elutrium Computer Services until such time that they have been paid for in their entirety. Title and ownership of products will only be transferred to you once all outstanding monies owed to us by you have been paid in full.
All orders placed with us via any method are subject to our acceptance. We reserve the right to decline (i.e. not accept) any order placed with us. Automatic confirmation of successful order placement and/or receipt and/or processing a payment for the order does not constitute acceptance of the order by us.If we decline your order after a payment for the order has been received/processed, we will contact you with the details and refund the payment in full.
Door-to-door courier services are used, and as such all deliveries must be to attended physical addresses. All deliveries must be signed for so please ensure that somebody is available to receive the delivery during business hours.
Should nobody be available to accept delivery, a contact card for the courier service will usually be left and you’ll have 24 hours to contact them to have the delivery made. If the delivery is not successfully made after such a time, the package will be returned to us. If you wish to have it re-sent after this has occurred, you will be required to pay a second shipping charge.
Acceptance of Delivery - As mentioned in the Shipping section, all deliveries must be received with the signature of the recipient. It is your responsibility to check the consignment for any signs of damage and completeness before signing Proof of Delivery (POD) document. Only once the consignment has been confirmed as complete and in good condition should you sign this document, as this is your agreement that it has been delivered as such.
If any items are damaged when they arrive, you may either reject the delivery without signing the POD or you must ensure that the exact damage details are recorded on the POD including such details as carton numbers on packages, time, date, your name, and signature.
Failure to comply with any of the above may result in the avoidance of any insurance you may have against loss or transit damage.
Consumer Guarantees, Warranties, & Refunds
The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Under the Law, these Consumer Guarantees cannot be excluded. 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 the goods repaired or replaced if the goods fail to be of “acceptable quality” and the failure
does not amount to a major failure.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the
product or any representations made.
Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and
advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your
product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than us, although you are not obliged to do this,
and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact us for assistance. Unless otherwise specified
Elutrium Computer Services is normally your first point of contact for warranty related issues.
Returning Product for Refund, Service or Replacement
An RMA (Return Merchandise Authorization) number must be obtained from our customer service department before any goods are returned. The RMA number must be clearly written on the shipping label and a copy of the original invoice must be supplied whenever possible. You can view your past orders and print your invoices as part of the design of our website as per Your Account. All costs incurred in returning non-faulty or incorrectly chosen products to us for repair, refund, replacement or credit are your responsibility. All faulty equipment will be needed to be tested before replacement, credit or refund, this may need to be determined by the manufacturer or local
distributor and may create delays in processing.
It is your responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. You must not write on or attach labels to
the product being returned. Padded post bags are not considered adequate packaging. The product must be returned in a suitable box. We will not accept goods sent to
us as receiver pays unless authorized by us and when returning a product we require a clearly marked RMA number.
An RMA number does not guarantee credit, repair, refund or replacement. It is simply an authorization to return goods to us. If a product is faulty, does not match
the description or is unfit for its intended purpose a refund may be available upon request. However Elutrium Computer Services reserves the right to confirm the
unsuitability of the product before a refund is issued. These terms are in addition to and do not affect or override any terms, conditions and warranties implied by law.
Returns lodged as faulty item(s) - The item(s) will be tested for the declared faults and if no faults can be found, or if there appears to be damage caused intentionally or by way of misuse, a $95 service fee may be charged and the non-faulty item(s) will be sent back at your expense. This service fee ( and the associated delivery fee with returning the item(s) back to you) must be paid before the item(s) will be shipped back. If we do not receive such payment within thirty (30) days,
we reserve the right to sell the item(s) to recover the owed moneys, and refund any positive difference back to you. If there is a negative difference in selling the item(s) is incurred we will then bill you the cost difference.
Return lodged knowingly not faulty (e.g. incorrect product choice) - if, at our sole discretion, we choose to accept a return for non-faulty goods, a restocking fee may be applicable which you will be liable for along with any other charges such as handling fee and freight cost.
Returning Non-Faulty Product for Credit
An RMA (Return Merchandise Authorization) number must be obtained from our customer service department before any goods are returned. Software is non-refundable once opened, unless faulty, does not match the description or is unfit for its intended purpose (please confirm that the your hardware meets the softwares minimum
requirements before ordering).
Please check the specifications and compatibility of the goods being ordered to ensure they are what you require as we do not supply goods on a trial basis.
We do not refund or credit for incorrect choice. (Some exceptions to this rule aremade on a case by case basis.)
Items that are being returned for credit for incorrect choice: (Please see above point.) MUST be unopened in their original undamaged unmarked packaging, and will incur a restocking fee of a minimum of 20%. NO credit is available for any freight paid.
Products if accepted can only be returned for shop credit or replacement only, refunds are not available in this case. This credit will be based on the lesser of the original purchase price and the current price when we receive the product back.
No goods will be accepted for refund or credit after 7 days from the date of invoice unless faulty, do not match the description or are unfit for their intended purpose.
Any advice, or perceived advice, given by us should be taken as a guide only, and not be relied upon to make any purchasing decisions. It is recommended that you contact the product manufacturer to confirm compatibility with other items.
RMA's are valid for 7 days only, any item sent after 7 days will not be accepted by our returns department. We reserve the right to refuse any returns that: - are incomplete or missing parts; or show signs of physical damage to the product or its packaging, do not include a valid Return Authorisation Number on the shipping label, have an expired Return Merchandise Authorisation Number.
If you receive a product that appears to have been "Damaged in Transit" - that is, damaged in transit from us to you - you should:- Refuse to accept delivery of the
product. Direct the courier to "Return goods to sender”. Notify our Customer Service staff immediately. Please see Delivery section.
Events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return or warranty repair or replacement.
Please read these terms on a regular basis as they may change without notice.