Returns and Warranty Policy
At Landmark Computers we understand that equipment failure can be a frustrating experience which is why we always aim to resolve these issues in the shortest time possible.
All product returns must be clearly addressed as outlined below:
Attn: Warranty and Returns Department
19 Redland Drive
Mitcham VIC 3132
The Australian Consumer Law and Your Rights
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL 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 ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
All goods sold by Landmark Computers come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for 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 failure does not amount to a major failure.
Consumer Guarantees have no set time limit however the Australian Consumer Law does recognise that the relevant and reasonable time period to provide a remedy can vary from product to product and is dependent on factors such as the cost and quality of the product and how long it has taken for the product to be returned to us.
Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.
Landmark Computers reserves the right to not accept your product for return if we are not satisfied that you have purchased the product from us. You will be required to provide proof of purchase to confirm this.
If a product purchased through Landmark Computers is confirmed as faulty, we will always endeavour to resolve the issue as soon as possible.
As a first step we recommend contacting our office either by phone on 03 9899 4424 or via email (firstname.lastname@example.org), even if you are sure the hardware is faulty as there may be a known fix available to resolve the issue. We have dedicated technical staff and warranty personnel who can assist and advise on the best course of action. If it is established that there is a fault with the product, we will arrange with you for the faulty goods to be returned back to us.
If you intend to ship the item back to us please ensure the item is packed well to avoid any in-transit damage to the product.
Return of non-faulty products
In some circumstances Landmark Computers may choose to accept a return of a non-faulty product due to a change of mind or similar reason. Typically, a 35% restocking fee will apply and the product must be returned within 7 business days of purchase. Typically, a credit note will be offered for this type of return however all of this is up to the discretion of Landmark Computers. If an item was a special order item which was specifically ordered for an order, then you may not be able to return it for credit or refund.
Proof of purchase must be supplied for all items being returned. Example of a valid proof of purchase includes a copy of your original tax invoice or a bank or credit card statement showing this transaction. Landmark Computers will be unable to provide warranty support if a valid proof of purchase cannot be provided.
Any goods arriving damaged due to poor packaging or misuse will not be accepted under any circumstances.
Landmark Computers cannot be held responsible for any damage caused during return transit.
Under no circumstances will Landmark Computers ship out a replacement product/s before the warranty item/s have been received and checked accordingly by our technical support staff and warranty manager.
You are not entitled to a refund or exchange
Under the Australian Consumer Law, you have the right to return a product and get a refund or exchange if the product does not meet certain consumer guarantees. An example of this would be if the product has a major fault.
Some examples of when you do not have a right to return a product include as follows.
- Change of mind and you do not want to keep the product
- You ordered the wrong product
- You found a better product at another retailer
- You found a cheaper price at another retailer
- Fault is as a result of expected wear and tear
- Product is damaged due to misuse
Faulty Product Assessment
Once we have established the proof of purchase and the fault, the remedy will always be dependent on the nature of the fault in question. You are entitled to a refund or exchange if the product has a major problem. This could be where the product is declared unsafe or the product is significantly different from what was described or advertised.
If the problem is not considered major, we will repair the product within a reasonable time frame. If this is not possible, at the discretion of Landmark Computers, we will organise a satisfactory remedy. This may include refunding or replacing the product.
If you find the product does not match what was advertised please contact us immediately.
After the product has been assessed if no fault is found or the product has damage due to misuse or similar, Landmark Computers may charge you the costs that have been incurred which may also include any freight costs involved.
Once Landmark Computers have ascertained that a refund is to be issued to you all refunds will be processed as quickly as possible and will be refunded back in its original tender. Bank Transfers will be refunded as bank transfers, PayPal payments will be credited back to the specific PayPal account only and credit cards will be processed back onto the original card only.
You are responsible for returning the product back to Landmark Computers. You are entitled to return the item if you believe that there is a problem with it. Generally, you are responsible for returning the item if it can be posted or easily returned. You are also entitled to recover reasonable postage or freight costs from Landmark Computers if the product is confirmed to have a problem so please keep your receipts.
If the product has been purchased online you must initially pay for the return postage/shipping. Once we have received the item, we will assess the problem. If the item has a major or minor fault, you are entitled to a refund of the return costs. Any product found to be not faulty will be returned at your expense. We will provide an estimate of these costs before the item is returned to you.