1. Australian Consumer Law (ACL) Guarantees
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
- For Major Failures: You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
- For Minor Failures: You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Hardware Warranty Periods
We supply a comprehensive range of IT hardware, including but not limited to computer systems, laptops, networking equipment, internal components, peripherals, and various other technology accessories. Warranties vary based on the condition of the item purchased:
- Brand New Parts & Devices: All brand new hardware is covered by the original Manufacturer’s Warranty (typically ranging from 1 to 3 years, depending on the brand). GoGeeks will happily assist you in initiating a warranty claim with the manufacturer if a new part fails within its warranty period.
- Refurbished & Used Parts: To provide cost-effective repair solutions, we occasionally offer refurbished or used replacement parts with your prior approval. GoGeeks provides a strict 60-Day Replacement or Repair Warranty on all used and refurbished hardware, starting from the date of installation or delivery.
3. IT Support & Workmanship Warranty
In addition to hardware warranties, GoGeeks stands behind our technical labour. We provide a 30-Day Workmanship Warranty on our onsite and remote repair services.
- What is Covered: If the exact same software, configuration, or repair issue reoccurs within 30 days of our service, we will send a technician to resolve it at no additional labour cost.
- What is Not Covered: This labour warranty is void if the device is tampered with by the user or a third party, if new viruses or malware are downloaded, or if the recurring symptom is actually caused by a separate, underlying hardware failure.
4. "Change of Mind" Returns
Please choose your hardware and components carefully. GoGeeks does not offer refunds for "change of mind" or if you ordered an incompatible part for your custom build.
However, at our absolute discretion, we may accept a return for unopened, factory-sealed hardware within 14 days of purchase. If approved, a restocking fee of 15% may apply, and the remaining balance will be issued as a store credit. Once a computer part has been opened, unsealed, or installed, it cannot be returned for a change of mind.
5. Exceptions & Voided Warranties
Our warranty strictly covers hardware defects and manufacturing faults. Warranties on both new and refurbished parts will be immediately voided if the item has suffered from:
- Physical damage, drops, or improper installation by the user (e.g., bent CPU pins on a motherboard).
- Liquid spills or moisture damage.
- Electrical faults caused by power surges, lightning strikes, or using incorrect power supplies.
- Damage resulting from extreme thermal conditions, overclocking, or cryptocurrency mining.
- Software issues, malware infections, or operating system corruptions.
6. How to Initiate a Return or Warranty Claim
To lodge a warranty claim or request a return, please follow these steps:
- Contact Us: Email our support team at info@gogeeks.com.au with your invoice number, the serial number of the device or part, and a detailed description of the fault.
- Troubleshooting: Our technicians may attempt remote troubleshooting to verify if the issue is hardware or software related.
- Return Authorisation: If the item needs to be physically inspected, we will issue you a Return Merchandise Authorisation (RMA) number. Goods returned without an RMA may be rejected.
7. Return Shipping & Assessment
- Who Pays for Shipping: If a product is being returned via post for a warranty assessment, the Customer is initially responsible for the return shipping costs.
- Valid Faults: If the item is assessed and confirmed to have a genuine manufacturing defect or hardware failure covered by warranty, GoGeeks will repair or replace the item and cover the cost of shipping the functioning unit back to you.
- No Fault Found: If the returned hardware is tested and found to be in perfect working order, or if the damage was caused by user error (voided warranty), the Customer will be responsible for an assessment fee and the return shipping costs to get the item back.
8. Refund Processing
If a refund is approved under this policy or the Australian Consumer Law:
- Original Payment Method: To comply with anti-fraud regulations, all refunds must be processed directly back to the original payment method used for the purchase (e.g., the exact EFTPOS card, credit card, or bank account). We cannot issue cash refunds for card transactions.
- Processing Time: Once approved, please allow 5 to 10 business days for the funds to clear and appear in your account, depending on your financial institution.
9. Amendments to This Policy
GoGeeks reserves the right to modify, update, or amend this Returns, Refunds & Warranty Policy at any time to reflect changes in our business practices or legal obligations. Any updates will be published on this page, and the "Effective Date" will be revised accordingly. Your continued use of our services or purchase of our products following any changes constitutes your acceptance of the updated policy.
10. Contact Us
If you have any questions regarding your hardware warranty, workmanship guarantees, or this return policy, please reach out to us:
- Email: info@gogeeks.com.au
- Phone: +61 (03) 7066 8877
- Postal Address: Suite 23262, 837 Bourke Street, Docklands, Victoria - 3008, Australia.