Refund policy
Returns, Refunds & Warranty Terms & Conditions
Warranty returns
Our products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. You can find more information about the Australian Consumer Law on the ACCC website: http://www.accc.gov.au (see under "For Consumers" tab). Prestige Computers offers this Warranty in conjunction with any guarantees imposed by the Australian Consumer Law.
The following factors will be taken into account to determine whether a problem is major
The type of product
How much time has passed since the product was purchased.
How a consumer is likely to use the product and the products intended use.
The length of time for which it is reasonable for the product to be used.
The amount of use it could reasonably be expected to tolerate before the failure.
Whether or not repair or service parts are available for refurbishment.
The amount of time the repair or refurbishment process is likely to take and whether this would be a reasonable time period.
Once Prestige Computers has tested the product/s:
If the fault is determined as a major failure the customer can choose
A refund based on the original invoice amount.
A like-for-like replacement of similar specifications, capabilities, and performance if reasonably available
If the fault is found to be minor in nature, we will offer
A repair of the original goods, or a refurbished replacement
A like-for-like brand new replacement of similar specifications, capabilities, and performance if reasonably available.
A refund - The refund offered may be a pro-rata refund reflecting the current value of the returned goods, and the reasonable expected lifetime remaining determined from their prior use.
Unless explicitly stated, all warranties provided by Prestige Computers are return-to-base in nature. Customers are free to return goods to us for assessment, or via post to our designated service department.
For all goods returned to Prestige Computers via post, an RA (return authorisation) application must be completed beforehand, with an approval issued by Prestige Computers to signify our confirmation of the return.
All goods returned to Prestige Computers via post must be returned to the address provided with the issuing of Prestige Computer’s return authorisation.
RA numbers can be issued online after completing a return application or given buy a support team member on the phone or by email.
In the case where access to our website is not available, customers are welcome to contact our after sales support team either via online support query, or by calling 0402 457 676.
Prestige Computers accepts no responsibility for goods returned to us without our prior acknowledgement. The RA number is the best way for us to identify returned goods. Failure to return without an RA number may mean difficulty identifying your goods, resulting in mis-delivery, misplacement, or loss outside of our control.
Prestige Computers will cover the costs of logistics for valid warranty claims on items that were originally shipped to you. If you have purchased in-person directly from our site, you’re still welcome to ship your goods back at your own convenience but would incur the costs of logistics in doing so. Otherwise, you’re welcome to return your goods to any of our open branches during business hours without incurring logistics costs.
While original packaging and materials are not a requirement of the warranty, we do recommend returning your goods to us in the original packaging if it’s possible. The packaging you received your goods in, is the packaging specifically designed to carry your goods safely. If the original packaging is not available, please provide adequate safe packaging for the return of your goods, emulating the style of the original packaging to properly support the product. Insufficient packaging resulting in physical damage will not have warranty coverage through Prestige Computers.
Prestige Computers provides warranty solely on products sold by Prestige Computers. Other faulty products used in conjunction that are not purchased from Prestige Computers will not be covered under our warranty support.
All items sold by Prestige Computers will be provided with a proof of purchase, and an identifying serial number. Altering, adjusting, or removing this serial number from the product may result in Prestige Computers being unable to identify your product as part of the warranty process. Never remove the identifying serial numbers from a product intentionally, as it would affect Prestige Computer’s ability to handle your warranty.
Components sold by Prestige Computers are intended to be professionally handled and installed following the expectations highlighted in the accompanying documentation. Problems due to improper installation are not covered under warranty. Prestige Computers provides various professional installation services for our components. If you’re at all unsure, please consult us prior to handling components to avoid undue issues.
For products with data storage capabilities such as desktop, servers, NAS, internal and external storage, Prestige Computers is not responsible for any data loss. Back-ups of personal data is the responsibility of the end-user. Prestige Computers does not provide a backup or data recovery service when handling warranty claims for data storage devices.
User data is never stored by Prestige Computers when processing warranty claims for goods with data storage capabilities. In the event a hard drive is replaced under warranty, the faulty drive would be returned to the authorised repair centre appointed by the manufacturer and would be handled in accordance with their respective data policy.
Prestige Computers issues reasonable warranty exclusions on items found to have signs of mishandling, out of spec modification or undue alteration, unreasonable abuse, physical damage, improper installation handling or storage under abnormal conditions, or outward damage. This particularly includes but is not limited to damage to CPU pins, damage from over-tightening hardware, cracked or impacted LCDs, drop damage, liquid or moisture damage, corrosion, cutting and resizing of cables, modification of hardware to affect their thermal capabilities, overclocking/over-volting, etc.
Claims against products for wear and tear that is considered normal for their use such as keyboards and mice and other consumable items would not be covered under warranty if they do not meet the expected lifetime as a result of abnormal or extreme use.
Some products returned to Prestige Computers for warranty claims are tested to be without fault and could be remedied through additional troubleshooting. Prestige Computers always recommends reaching out to our support team for troubleshooting advice prior to submitting a return. In the event the product is not faulty, Prestige Computers reserves the right to charge a minimum service fee of $88 (inc GST) per product on our troubleshooting service. Any shipping or handling costs will also be chargeable to the customer.
If products received are not as per your invoice, please inform Prestige Computers as soon as possible of receiving the delivery, do not open any retail packaging or use the products as it will be deemed as an acceptance of goods and will not be accepted for return. Prestige Computers may pack non-retail or OEM boxed items using re-used packaging materials for added protection.
Prestige Computers reserves the title of ownership for any extra or incorrect goods shipped as result of our error. We will arrange any extra shipments to recover these goods and cover the cost in resolving this issue.
Uncollected Goods: Prestige Computers will hold uncollected warranty products for a maximum period of 90 days. Outside of this time frame, the goods will be classed as abandoned. If a customer does not collect their goods within this time period Prestige Computers will dispose of the goods in accordance with the expectations set out in the uncollected goods policy of the Australian Consumer Law.
Prestige Computers standard systems and custom built systems by Prestige Computers come with a serial sticker on the chassis. This sticker is a quality control measure. and the serial is required for and Warranty and/or Service
We encourage customers to verify their computer components in the system through software upon receipt of the computer, and to report any inconsistencies as soon as possible to the Prestige Computers sales team on 0402 457 676.
Claims of missing, incomplete, physically damaged hardware, or incorrectly installed hardware in the system would be based on a reasonable assessment, Manufacturing faults and problems with the PC as a whole and any of the individual components would still be supported for the original PC configuration.
Prestige Computers systems are built from off the shelf components in a configuration that emphasises performance, value and are picked to help ensure your PC lasts. These machines use standard components and can be reconfigured or modified by the end user without excluding the warranty of the original configuration.
Please note that customers and end users would be liable for any changes in hardware and configuration that would render the system with a problem.
To remedy these issues, the customer may be expected to pay our standard troubleshooting rate. This includes for faulty or incompatible hardware that has been added to the machine outside of the original configuration, or damaged caused by the customer.
Systems built by Prestige Computers come as standard with a 3 year warranty from the invoice date which covers the repair and maintenance requirements of the original configuration. When your system has any hardware problem deemed covered under the warranty, Prestige Computers will rebuild/repair the machine back to its original condition at no extra charge.
Our warranty covers only the hardware and its original operating system/software that Prestige Computers supplied and installed. Any hardware or software outside the original configuration provided by Prestige Computers or otherwise would be excluded from the system warranty.
Prestige Computers warranty does not cover any software installation issues e.g. drivers, software updates, or malicious software. Should any warranty claims arise where software is at fault, installed by the customer, standard troubleshooting charges will apply.
For some repairs, resetting the machine and reformatting the drive may be a reasonable step that Prestige Computers would need to carry out to return the machine to operable condition.
In these cases, Prestige Computers is not responsible for any data loss. Performing incremental backups of personal data is the responsibility of the customer. Prestige Computers does not provide a backup or data recovery service as part of the warranty we offer.
Non-Faulty/ Change of Mind returns
Prestige Computers may accept the return of non-faulty goods if the returned item(s) meet all the following criteria:
The product has not been opened with all external packaging seals intact.
The product is regularly stocked by Prestige Computers, something that wasn't custom ordered on behalf of the customer.
The product(s) are not in large quantity (greater than 3 units)
The product is returned within 30 days of receiving the goods.
The product parts that have been modified or customised are not covered for change of mind, all other parts of the system will be.
Prestige Computers will still accept non-faulty returns outside of our return criteria on a case-by-case basis, however, we do reserve the right to reject based on these criteria. Unfortunately, we cannot always advise whether a product will or will not be accepted prior to inspecting the product, its condition and packaging. Products accepted outside of the terms and conditions may incur a restocking fee of up to 10% based on their return eligibility.
All change of mind/ non-faulty returns (even those within the above criteria) are subject to Prestige Computer’s inspection and final approval.
Non-faulty refund amounts will be based on the lesser value of either the original purchase price or the current retail price.
The expectation for all non-faulty returns is that they should be in acceptable condition for resale.
Non-faulty returns of products that have been dropped/ damaged/ modified/ tampered/ manufacturer labels removed will not be accepted.
Goods that have already been opened are subject to our testing and approval and may require additional time to process.
Some categories of products are excluded from non-faulty returns. Products such as:
Software licenses or digital items
products that interface with open parts of the body such as eye-wear, headsets, earpieces, headphones, and other wear.
Consumable items with a shelf life such as liquids.
The prices of consumer electronics are volatile by nature. Prestige Computers staff do not control the market fluctuations and are not aware of the forecast of fluctuations into the future. Prestige Computers does not have a price protection policy and will not issue credit or refunds based on price drops or difference of the ordered items once an order has been paid by the end user. By making payment, you agree to the price at the time of purchase.