Refund policy

We want our return, refund and warranty terms to be clear before you purchase. IT Factory Australia has separate policies for change-of-mind returns, our voluntary hardware warranty, Value Grade products, and your rights under the Australian Consumer Law.

QUICK REFERENCE

Standard Eligible Products

  • 30-day voluntary change-of-mind returns are available on eligible products.
  • You are responsible for return shipping costs for change-of-mind returns.
  • Approved change-of-mind refunds are returned to your original payment method.
  • We do not offer direct exchanges for change-of-mind returns.
  • Standard eligible products include our voluntary 6-month hardware warranty.

Value Grade Products

  • Value Grade products are not eligible for our voluntary 30-day change-of-mind return policy.
  • Value Grade products do not include our voluntary 6-month IT Factory hardware warranty.
  • Each Value Grade product is individually listed with its known condition, faults, degradation and other relevant limitations disclosed on the product page.
  • Australian Consumer Law rights may still apply where applicable.

Australian Consumer Law

Our voluntary return policy and IT Factory hardware warranty are provided in addition to any rights and remedies you may have under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify those rights.

30-DAY CHANGE-OF-MIND RETURNS

We offer a voluntary 30-day change-of-mind return policy on eligible products.

To be eligible:

  • Your return request must be made within 30 days of the original purchase date.
  • The product must be returned in the same condition in which you received it.
  • The product must have no additional damage, marks, faults or missing parts caused after delivery.
  • All supplied accessories, components and included items must be returned.
  • Original packaging should be included where reasonably applicable.
  • Valid proof of purchase must be supplied, such as your order confirmation or receipt.

Value Grade products are excluded from our voluntary 30-day change-of-mind return policy.

Other sale, promotional or discounted products remain eligible unless they are identified as Value Grade.

CHANGE-OF-MIND RETURN SHIPPING

Customers are responsible for arranging and paying all return shipping costs for change-of-mind returns.

We strongly recommend using a tracked and appropriately insured shipping service. The returned product remains your responsibility until it is received by IT Factory Australia.

If you paid an optional additional delivery charge, such as an agreed express shipping fee, that delivery charge is not refundable as part of a change-of-mind return.

Do not return a product before contacting us and receiving return instructions.

CHANGE-OF-MIND REFUNDS

Once we receive your returned product, we will inspect it to confirm that it meets the change-of-mind return conditions.

If approved:

  • Your refund will be issued to the original payment method.
  • We aim to process the refund within 10 business days after the return has been inspected and approved.
  • Your bank, card provider or payment service may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us.

VALUE GRADE PRODUCTS

Value Grade products are individually listed products sold at reduced prices because they may have significant cosmetic wear, faults, degradation, reduced battery condition, missing or impaired functionality, or other clearly identified limitations.

The specific condition of each Value Grade product is disclosed on its individual product listing so that you can review the known issues before purchasing.

By purchasing a Value Grade product, you acknowledge the condition, faults and limitations that were disclosed to you on that product's listing before purchase.

Value Grade products:

  • are not eligible for IT Factory Australia's voluntary 30-day change-of-mind return policy; and
  • do not include IT Factory Australia's voluntary 6-month hardware warranty.

These exclusions apply only to our voluntary policies. They do not exclude or restrict rights that may apply under the Australian Consumer Law.

Where a particular fault, condition or limitation was clearly disclosed before purchase, you may not be entitled to a remedy for that specific disclosed issue. Rights may still apply if the product develops a different problem that was not disclosed or otherwise fails to meet an applicable consumer guarantee.

6-MONTH IT FACTORY HARDWARE WARRANTY

Standard eligible refurbished products include our voluntary 6-month hardware warranty.

The warranty covers eligible hardware-related faults that arise during the warranty period, subject to assessment by IT Factory Australia.

The voluntary IT Factory hardware warranty does not generally cover:

  • software issues;
  • damage caused by misuse or improper handling;
  • accidental or physical damage occurring after delivery;
  • faults caused by unauthorised repairs, modifications or alterations; or
  • issues that are not hardware-related.

Battery-related claims are assessed based on the nature of the fault, the battery condition disclosed at the time of purchase and the circumstances of the individual product.

Value Grade products do not include this voluntary 6-month hardware warranty.

WARRANTY CLAIM PROCESS

If you believe your product has developed a hardware fault, contact us before returning it.

When lodging your claim, you are welcome to tell us whether your preferred outcome is a repair, replacement or refund.

We will assess the product and the circumstances of the claim before determining the appropriate outcome.

Under our voluntary IT Factory hardware warranty, we will generally:

  1. repair the product where a repair is practical and appropriate;
  2. provide a suitable replacement where appropriate if repair is not available or suitable; or
  3. provide a refund where repair or replacement is not appropriate.

The appropriate outcome depends on the individual circumstances and does not limit any remedy you may be entitled to under the Australian Consumer Law.

We will provide return instructions after your claim has been lodged.

FAULTY PRODUCT RETURN COSTS

Change-of-mind return shipping rules do not apply in the same way to products being returned because of a confirmed fault.

If a product is confirmed to have a problem covered by applicable consumer guarantees, reasonable return costs will be handled or reimbursed as required by the Australian Consumer Law.

Please contact us before arranging the return of a faulty product so that we can provide the appropriate return instructions.

DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Please inspect your order after delivery.

If your product arrives damaged, defective, materially different from what you ordered, or you receive the wrong item, contact us as soon as possible so that we can assess the issue and provide the appropriate next steps.

DIRECT EXCHANGES

We do not offer direct exchanges for change-of-mind returns.

If your change-of-mind return is approved, the original purchase will be refunded to your original payment method. You can then place a separate order for another product.

This does not prevent a replacement product from being provided where replacement is an appropriate remedy for a warranty claim or under the Australian Consumer Law.

AUSTRALIAN CONSUMER LAW

Our 30-day change-of-mind policy and 6-month IT Factory hardware warranty are voluntary protections provided by IT Factory Australia.

They operate separately from your rights under the Australian Consumer Law.

Consumer guarantees may provide rights and remedies where a product has a problem, including in circumstances outside our voluntary 30-day return period or 6-month hardware warranty period.

Depending on the nature of a problem, applicable remedies may include repair, replacement or refund.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

HOW TO START A RETURN OR WARRANTY CLAIM

Before returning any product, contact IT Factory Australia:

Email: sales@itfactory.com.au

Please include:

  • your name;
  • your order number or other proof of purchase;
  • the product you are contacting us about;
  • whether your request concerns change of mind, a fault or another issue; and
  • details of the issue where applicable.

We will provide return instructions after reviewing your request.

Returns should not be sent before contacting us.

Approved returns will be directed to:

IT Factory Australia
3 Allen Place
Wetherill Park NSW 2164
Australia

RETURN QUESTIONS

For any questions about returns, refunds, Value Grade products or warranty claims, contact:

sales@itfactory.com.au or call 1300 589 579 and select option 1.