February 14, 2025

Support: 0461 250 839

E-mail: info@telespace.au

Warranty and Returns

Please contact us first if you are unsure whether the goods are faulty before bringing or sending them back. Our service departments are available to assist you, and our team will help you to resolve your issue without requiring the goods to be returned. Please note that each product comes with a specific manufacturer warranty duration. These warranty durations are strictly enforced by our suppliers, and we are obligated to adhere to these guidelines. Therefore, we recommend you to contact Telespace as soon as you determine that you have a faulty product.

Telespace trading terms, conditions & privacy policy

Trading Terms and Conditions, as well as our Privacy Policy, govern all aspects of this returns document. In the event of any conflict between these documents, the trading terms and conditions and/or privacy policy will take precedence.

Items and Pre-Built Computers (including Tablets & Notebooks)

For customers who have purchased individual components to build their own computer, it is their responsibility to diagnose and identify any faulty components and return them accordingly. If customers would like Telespace conduct testing and determine the reason for any issues with the self-built computer on their behalf, this service will be treated separately from any potential warranty claims and will be subject to additional charges. However, for customers seeking a computer with a comprehensive system warranty, we highly recommend opting for Telespace test and build the computer, with prices starting from $99.00 .

Items  Picked Up In Store: Over-the-Counter or Online Order Collection

If you are confident that the goods are faulty or require in-person assistance to diagnose the issue, please bring the goods directly to our store and visit the service counter. Remember to bring proof of purchase with you.

If your purchase is less than 14 days old and considered Dead On Arrival (DOA), we will make every effort to test and provide an immediate resolution. However, for intermittent or highly technical issues, more testing may be necessary, and we will request that you leave the return with us for further examination.

For purchases older than 14 days, we aim to provide a resolution within 14 business days after delivering the goods to Telespace. However, certain circumstances may require us to send the goods to international service centres for further evaluation.

In some cases, Telespace need to consult with the manufacturer or their local repair agent to confirm the fault. Once the fault is determined, we will guide you on whether the product will be repaired, replaced, or refunded based on the nature of the issue.

If a refund is approved, we will endeavour to process it within 07 business days using the same payment method as the original purchase, at our discretion. If you wish to courier the goods back to us, please contact our service department first. They will provide you with the return address details and a reference number to ensure smooth processing upon arrival.

Please note that if products returned as faulty are found to be non-faulty after testing, Telespace may charge for the time and costs incurred during the testing process, at our discretion.

Items purchased online and delivered to your address

To initiate a return, log into www.telespace.au/my-account on our website and select the “Return a Product” option. Fill out the form with details about the product you are returning, including a description of the fault or issue, and upload any relevant photos. Once you submit the form, you will receive a PDF file that you need to print and include with your return.

If your purchase is less than 14 days old and considered Dead On Arrival (DOA), Telespace will cover the cost of return shipping for your faulty component. After completing the “Return a Product” form, please contact our store from which your goods were purchased (as indicated on the confirmation PDF) to obtain a pre-paid return label. Please note that we are unable to reimburse for your own courier in most cases.

If you want Telespace to pay for the return courier for a DOA purchase, you must receive a return label from Telespace.

You are responsible for returning the product to Telespace for purchases older than 14 days, unless it is covered by an onsite warranty service. Kindly check with us before sending your fault product to us to confirm if it qualifies for onsite warranty service.

When you need to return goods to Telespace by courier, whether the expense is on us or on you, it is crucial that you ensure the goods are packaged appropriately to prevent any damage during transit.

In the event that you are unable to log into your account and complete the return product form, please get in touch with our store, and we will be more than happy to assist you.

Once Telespace receives your return, we will handle it in the same manner as components picked up from our physical store.

After your goods have been repaired or replaced, we will ship them back to you at no additional cost.

If the products you return to us for being faulty are tested and found to not be faulty, Telespace choose to charge for the time and expenses we incurred in testing the products.

Custom built computer systems

If there are any faults with your Telespace System, we guarantee to address them efficiently once the product is returned to us. Our team is dedicated to promptly resolving any issues that may arise with our custom built computers. Typically, most problems can be resolved within a short span of just a few days.

Computer systems picked up in store (counter, ordering online or in store)

We understand that computer systems may occasionally develop faults, and we are committed to providing excellent customer service.

Please ensure that you securely pack the computer and use sufficient padding to protect it during transportation. Telespace will not be held responsible for any damage caused during transit if the goods were not properly packaged.

If you are unsure about how to package the computer, please contact us for guidance. It is important to follow our packaging instructions to ensure the safe return of the computer.

Once the computer has been received by Telespace, our technicians will assess the fault and carry out the necessary remediation. Depending on the nature of the fault, this may involve repair, replacement, or other appropriate actions.

We appreciate your cooperation and understanding in following these return procedures. If you have any further questions or need assistance, please don’t hesitate to get in touch with us.

Computer systems delivered to your address by online purchasing

If your computer is less than 14 days old and requires a return due to a fault, Telespace will handle the shipping of the computer to our service centre for repairs. To obtain return details and a pre-paid shipping label, please contact your nearest store.

In case you have purchased an onsite warranty with your computer system after 14 days, refer to the documentation provided with your computer on how to utilize the onsite warranty. If you encounter any issues during this process, please don’t hesitate to reach out to us.

For computer systems with a return to base warranty, & older than 14 days if your computer develops any faults, you will need to bring it back to Telespace. Prior to bringing the computer back, we recommend contacting our service department. Our technicians may be able to troubleshoot and resolve your issue without the need for you to physically bring the goods back to us.

If the goods are damaged in transit due to inadequate packaging, Telespace will not be held responsible for any further damages. It is advised to use appropriate packaging materials and ensure that the goods are securely packed before sending them back to us.

Please make sure to package the goods securely to avoid any damage during transit when returning them to Telespace by courier, whether it is at our expense or yours.

We take pride in the quality of our custom built systems and offer full support for our products. Upon returning your Telespace System to us, we will promptly work towards resolving any faults. We are committed to ensuring your satisfaction and will do our best to address any issues in a timely manner.

Incorrect Goods/damaged goods prior to delivery

It is important to thoroughly inspect the goods upon receipt and immediately report any damages to us. Take photos of the damaged items as evidence and keep all packaging materials for inspection if necessary.

If you have opted for courier or delivery service and your goods arrive damaged, incorrect, or with shortages, it is essential to report such issues within 14 days of confirmed delivery. However, please note that after this 14-day period, we may not be able to provide any assistance due to insurance requirements.

Modification/damage of goods

If components or computer systems are damaged due to mishandling, accidents, negligence, or improper use, the manufacturer or seller is not liable for any repairs or replacements. Additionally, if the goods are used for purposes other than what they were designed for, the warranty is voided.

In such cases, any damage or malfunction caused to the goods will not be covered under warranty, and the responsibility for repairs or replacement will fall on the user or owner of the product.

Furthermore, any modifications made to the goods that could potentially impact their performance, reliability, or integrity will nullify the warranty. This includes alterations that breach warranty seals or tamper with the original design of the product.

It is important for users to adhere to the recommended parameters and specifications provided by the manufacturer to ensure the longevity and proper functioning of the goods. Deviating from these guidelines can result in damage or malfunction, for which the manufacturer or seller will not be held accountable under warranty provisions.

Refunds

When a refund is approved we try our best to give it to you soon. However, there may be instances where delays occur due to external factors such as banking processes or public holidays. In such cases, we will communicate any delays to you and ensure that you receive your refund as soon as possible.

It is important to note that the refund process may vary depending on the payment method used. If you have paid using a credit card, the refund will typically be credited back to your credit card account. If you have paid using a debit card, the refund will be credited back to your bank account linked to the card.

If for any reason we are unable to process the refund using the original payment method, we will contact you to arrange an alternative solution. This may involve requesting your bank account details for a direct bank transfer.

At Telespace, we value our customers and strive to provide the best customer service possible. We understand the importance of promptly processing refunds and aim to fulfil our commitment of providing refunds within 07 days of approval.

If you have any further questions or concerns regarding refunds, please do not hesitate to contact our customer service team. We are here to assist you and ensure a smooth refund process.

Purchase proof

Please provide proof of purchase for any returned items. You can easily access and download a PDF copy of your tax invoice through your online account with Telespace which also allows you to track the remaining warranty duration. Failing to provide a tax invoice may cause delays in processing your warranty claim and could potentially limit the available options for resolution.

Defective products that you did not personally buy

Please note that if you are not the original purchaser of the faulty product, the warranty provided by Telespace does not apply to you. In such cases, you should contact the person or business from whom you made the purchase and return the product to them. They can then handle the return process with Telespace or the manufacturer directly, if applicable.

Australian Consumer Law

The ACL also prohibits certain unfair practices by businesses, such as misleading or deceptive conduct, unconscionable conduct, and unfair contract terms.

Under the ACL, consumers have the right to:

  1. Goods of acceptable quality: Goods must be safe, durable, free from defects, and suitable for their intended purpose.
  2. Services of acceptable quality: Services must be provided with due care and skill, and they must achieve the desired result.
  3. Consumer guarantees on express warranties: If a business provides an express warranty with a product, the consumer has additional rights beyond the consumer guarantees under the ACL.
  4. Remedies for major failures: If a product or service has a major failure, the consumer has the right to choose between a replacement, refund, or compensation for any foreseeable loss or damage caused by the failure.
  5. Remedies for minor failures: If a product fails to meet one or more of the consumer guarantees but does not have a major failure, the consumer is entitled to have the goods repaired or replaced.

Importantly, consumer guarantees apply to both new and second-hand goods, and they cannot be excluded or modified by the business. However, these consumer guarantees do not apply if the consumer simply changes their mind, finds a cheaper product elsewhere, or if they knew about the fault before purchasing.

It is worth noting that consumer guarantees have no set time limit. The entitlement to a remedy will depend on factors such as the price and quality of the goods. In some cases, a consumer may still be entitled to a remedy even after the manufacturer’s warranty has expired.

The ACL also provides for penalties and fines for businesses that breach consumer protection laws, ensuring that businesses are held accountable for their actions.

Overall, the Australian Consumer Law aims to ensure fair and transparent transactions between businesses and consumers, and to protect consumers from unfair practices and poor-quality goods and services.

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