We do not normally offer refunds or exchanges if you:
Simply change your mind;
Purchased the wrong product;
Were aware of a particular fault in a product, or we specifically advised you of a particular fault in a product;
Damage a product after purchase due to alterations not performed by us, unusual or non-recommended use, or damage caused by factors beyond our control;
Cannot provide proof of purchase.
To submit a request for a refund, return, warranty claim, or consumer guarantee claim, please contact us via our website at www.tcgonline.com.au.
Note: If a product is deemed “No Fault Found” for any warranty claim, a service fee of up to $50, plus any additional shipping charges, may apply. Additional inspection or rejection fees from the relevant authorized service center or supplier may also be applied. If a product is deemed not faulty and complies fully with Australian Consumer Law, you may be required to cover all costs associated with returning the product to you.
To be eligible, you must:
Report the details of the fault and return the goods to The Computer Guy (either in person or by post/courier);
State your preferred remedy (note: we do not guarantee that the requested remedy will be granted);
Provide proof of purchase when returning the goods;
Stop using the faulty item immediately
Take reasonable care of the goods while in your possession;
Ensure the fault was not caused by abnormal or non-recommended use, as such use may void the manufacturer’s warranty;
Ensure the product is not disposed of, lost, or destroyed, as we need to verify the failure;
Report faults promptly to avoid any reduction in value due to delay.
We recommend reviewing the manufacturer’s warranty (if applicable) and complying with its terms. The Computer Guy is not responsible for non-compliance with the manufacturer’s warranty.
We reserve the right to reject a return, refund, warranty claim, or consumer guarantee claim if:
You change your mind about a product (e.g., found a cheaper alternative, purchased an unsuitable gift without specifying intended use, or no longer need the product due to changed circumstances);
The fault was caused by abnormal use, as noted in the manufacturer’s warranty or beyond reasonable expectations for the product;
The product was damaged due to alterations not performed by us;
The damage was caused by factors beyond our control;
You cannot provide proof of purchase (e.g., a tax invoice);
The goods were damaged due to failure to follow provided care instructions.
In some cases, we may accept return for exchanges of incorrectly purchased products, provided:
You notify us within 7 days of delivery;
The products are unopened, unused, and in pristine condition;
You accept a minimum restocking fee of 20% of the purchase price;
We may reject the return upon inspection and return the products at your expense.
Acceptance of such returns is at our discretion.
We are not responsible for goods damaged or lost in transit when sent back for warranty or return. Damage in transit may void the manufacturer’s warranty. Ensure products are appropriately packed for shipping, and contact us if you need guidance. You may be responsible for all charges associated with returning goods, except where the cost of transport is significant due to the size, weight, or nature of the issue, in which case some charges may be reimbursed as required by law.
You may personally return goods to us between 9:00 AM and 5:00 PM, Monday to Friday, unless otherwise arranged. No service fee applies for in-person returns. To minimize delays, request a Return Authorization (RA) number via our website and include it with your return.
Returns dropped off without an RA number may not be processed immediately due to existing RA jobs in the queue.
For RTB warranty claims, send the unit to us or the authorized service center with proof of purchase and a detailed fault description. Use our online RA system for warranty procedures and status updates.
For direct warranty claims, contact the manufacturer for technical support and warranty assistance, including pickup or delivery arrangements. We do not provide pickup services on behalf of manufacturers or third-party service centers. Refer to the manufacturer’s warranty documentation for additional details.
For goods returned for repair containing User-Generated Data (as defined in the Competition and Consumer Act 2010, such as data on hard drives, mobile phones, tablets, or USBs, as repairs may result in data loss. We strongly advise backing up data before returning goods. If you are unable to backup your data please advise our staff and ask them if it is possible for them to create a backup for you. There may be additional costs for this service.
We do not accept returns or exchanges for these items if:
You change your mind;
You no longer need the product due to changed circumstances;
You found a cheaper alternative elsewhere;
The goods are damaged due to misuse;
You were aware of, or we advised you of, a particular fault prior to purchase.
Software once opened cannot be returned!
A limited warranty may apply to clearance, discontinued, or free products. Check the product description or contact us for clarification.
Before submitting a manufacturer’s warranty claim, ensure the product:
Has not been used incorrectly or abnormally, as such use may void the warranty;
Has not been disposed of, lost, or destroyed, as we need proof of failure;
Has not reduced in value due to delay in reporting the fault.
As we are not a manufacturer or authorized service center, we recommend contacting the manufacturer’s technical support for troubleshooting before returning the product to us. A tech support case number from the manufacturer can expedite the warranty process. Some manufacturers offer onsite or pickup/delivery services, which may result in faster warranty processing. Due to privacy laws, we cannot lodge warranty claims directly with the manufacturer on your behalf.
If the manufacturer directs you to return the product to us, use our online RA service.
To process warranty or return claims:
Log into your account on www.tcgonline.com.au (you must be the authorized account holder);
Request an RA form and complete it, including the SKU/part number number from your invoice;
Provide a detailed fault description (vague descriptions like “faulty” or “doesn’t work” are insufficient);
Upon approval, you will receive an RA number for your return;
Note: Manufacturer warranty processes vary, so we cannot provide exact timeframes initially. Updates are provided as we receive information from manufacturers or their service centers. We reserve the right to apply service fees for warranty claims to cover costs (e.g., freight, service fees) if the product is not covered by warranty, the warranty has expired, no fault is found, or the item is physically damaged.