Returns and Warranty

J&W Computers is committed to providing our customers with the best products and service. This policy details when and how you can return a product to J&W Computers.

This policy is divided into the following sections which you should read BEFORE making any purchase.

1. 1. The J&W Computers Warranty/Return Process
2. 2. Product Returns & Warranty Policy
3.      a. Dead On Arrival
4.      b. Damaged in Transit
5.      c. Incorrect Item
6.      d. Faulty Product
7.      e. Opened Product
8.      f. Unopened Product
9.      g. Software Product
10.      h. No Return Basis Product
11. 3. Computer Package Warranty Policy
12. 4. Processing Returns

If you have any questions, please contact us on returns@jw.com.au

The J&W Computers Warranty/Return Process

At J&W Computers we understand that when something goes wrong with a product that you purchase from us, the last thing you want to do is deal with a complicated returns process. That is why we have come up with a simple 4 step process for you to follow and ensure that your return is processed without any delays!

If the product has been purchased within the last 14 days please go straight to step 1 below, otherwise you will need to contact the manufacturer of the product first. This is required for a number of reasons:

• The manufacturer may direct you to a third party service agent or their own service centre which means you will deal directly with the manufacturer or their agent for the entire process.
• The manufacturer may direct you to return the product to us. If this happens, you should ask for a case number which you will need to provide to us. After you receive this number you should go to step 1.

1. Contact our Customer Service team immediately to obtain a Return Authorisation Number.

You will be issued with a Return Authorisation Number, in accordance with the conditions set out in the rest of this Policy. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return.

You will need to provide us with the following to obtain your Return Authorisation Number

• Name and contact details of original purchaser
• Invoice number or order number
• Part number/description of product to be returned
• Item serial number(s)
• Date on packing slip or invoice
• Whether the product box has been opened or used
• Reason for return
• Manufacturer Case/RMA number (where applicable)
• How you wish to return the product

2. Return the product to us

You can return the product to us by taking it to one of our Store Branch Locations during the Store's trading hours, or you can send it to our warehouse. The Return Authorisation Number is valid for 10 days, so we must receive the returned product within this period.

If you choose to bring it into one of our Stores, please ensure that you have told the Customer Service team member which branch you will be attending, and have your Return Authorisation Number and Proof of Purchase with you. If you do not have your Return Authorisation Number and with the exception of unopened products we cannot process the return immediately but our sales team member will be able to tell you how long your return should take.

If you choose to send it to our warehouse you must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.

Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and address it to the following address:

J&W Computers Returns
Unit 10, 161-171 Woodville Road
Villawood, NSW 2163

A copy of the original invoice, or other proof of purchase, must be included with the returned product.

You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy or is not returned to us in the original unopened packaging, you will be invoiced a processing fee of $35 and any freight costs associated with the return. These invoiced amounts must be payed before we return the original product to you.

3. We will process your Return claim

Upon receipt of your product, we will assess the eligibility of your claim in accordance with this policy and process your claim within 1-5 Working Days.

If the fault is with a computer package, a J&W Computers technician will usually be able to assess and repair the fault within 1-3 Working Days. In busy periods such as Christmas and the End of Financial Year this may be take an extra day or two. We always strive to have such claims repaired as soon as possible.

If the product is not a Computer Package and if the fault could not have been detected at purchase, and is not due to wear and tear or misuse, we will offer you a repair, replacement or credit, as appropriate.

If the fault does not fit the above criteria and is not covered under the manufacturer's warranty or extended warranty (where applicable), then we will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.

4. Collect the product

If all goes well with your Return Claim, this is the point where you get your repaired/replaced product back! If you sent the product to our warehouse we will arrange for the delivery of the replaced/repaired product to you. Otherwise, if you returned the product to one of our Stores, you will need to pick up the product from the same Store.

Remember, this section should be read with an understanding of the following Policies.

Product Returns & Warranty Policy

All products, with the exception of products sold on a "No Return Basis" (see below), are sold with a manufacturer's warranty, unless otherwise noted.

We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 10 days, so we must receive the returned product into our warehouse or to a Store Location within this period.

Dead on Arrival

If a product purchased from J&W Computers does not function correctly when you first receive it, it could be Dead on Arrival. You must contact our Customer Service team immediately and within 14 days of purchase. You must follow the returns process above to return the product.

We will test all products returned this way within 7 working days of receipt into our warehouse or store. Some products may need to be returned to the manufacturer for testing.

If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, you will be invoiced a processing fee of $35 and any freight costs associated with the return. These invoiced amounts must be payed before we return the original product to you.

If we (or the manufacturer) determine that the product is defective, we will offer you a repair, replacement or credit, as appropriate.

Damaged in Transit

If you receive a product that is damaged in transit from us to you, you should:

1. 1. Refuse to accept delivery of the product,
2. 2. Direct the courier to "Return goods to sender" and
3. 3. Notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.

If your product is in full working condition or any defects or damage were caused after you took receipt of the product, you will be invoiced a processing fee of $35 and any freight costs associated with the return. These invoiced amounts must be payed before we return the original product to you.

If we (or the manufacturer) decide that the product is defective, we will offer you a repair, replacement or credit, as appropriate.

Incorrect Item

If you receive a product that is incorrect (different to the one you ordered), we will arrange for the product to be collected from you.

If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), you will be invoiced a processing fee of $35 and any freight costs associated with the return. These invoiced amounts must be payed before we return the original product to you.

If the product was incorrect, we will send you the correct product at our cost or issue a credit for the original purchase price of the product and associated freight costs.

Faulty Product

If you receive a faulty product or the product develops a fault, you may be able to return it as dead on arrival or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer's warranty. All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer's warranty claim.

You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.

Upon receipt of a faulty product, we will return the product to the manufacturer or its authorised service centre or agent for assessment. If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, we will offer you a repair, replacement or credit, as appropriate. Please note that repair timeframes are subject to each manufacturer's warranty repair service and may vary.

If the fault does not fit the above criteria and is not covered under the manufacturer's warranty or extended warranty (where applicable), then we will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.

Once the product is returned to us, we will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the manufacturer's warranty or extended warranty (where applicable), we will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the original product to you.

Opened Product

We will not accept any opened product for return unless the product is returnable under this policy, or under a manufacturer's warranty or other contract or law.

Examples of opened products which we accept for return are:

• dead on arrival, damaged in transit or incorrectly shipped product
• product which develops a fault due to a cause occurring prior to purchase
• product of unmerchantable quality
• product that fails to perform to the manufacturer's specifications
• product that fails to perform as advertised

Unopened Product

Except for product sold on a "No Return Basis" we offer a 7-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Customer Service staff within 7 days of purchasing the product to return a product in this way. You will be issued with a Return Authorisation Number. You will need to package and address the product for return. You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit.

If the product is not returned to us in the original unopened and undamaged packaging, you will be invoiced a processing fee of $35 and any freight costs associated with the return which must be paid prior to us returning the product to you.

For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.

Software Product

Unopened software can only be returned for credit or exchange as an unopened product or incorrect item. Faulty or damaged software can be returned for an exchange as a dead on arrival or damaged in transit product.

However, opened software that is not faulty or damaged will only be accepted for return as an opened product.

No Return Basis Product

The term no return basis means that, unless the product is dead on arrival, damaged in transit, incorrectly shipped or otherwise returnable under a manufacturer's warranty or other contract or statute, or statutory warranty (e.g. if the product is faulty, does not match a description or sample, is unfit for purpose or unmerchantable), the product will not be accepted for return.

Examples of products sold on a no return basis include:

• Ex-demo products
• Ex-rental products
• Clearance products
• Licensed software
• Products with a "Price Markdown" label
• Products with a "No Return basis" label
• Products specially ordered for a customer
• Product listed on the packing slip or invoice as "No Return"
• Auction items

Examples of no return basis products which we would accept for a return are:

• Dead on arrival or damaged in transit product.
• Product of unmerchantable quality.
• Product that fails to perform to the manufacturer's specifications.
• Product that fails to perform as advertised.

Computer Package Warranty Policy

You can be sure that when you purchase a computer package from J&W Computers, you are receiving quality parts that are manufactured to highest and most stringent specifications. We take the responsibility of servicing any warranty issue with your computer, so the better the quality of the parts that we use; the less likely we will need to repair your computer! So you can rest assured we choose the best combination of parts for both quality and price.

The Standard Warranty

All computer packages that are assembled by us include a limited 12 Month Return to Base Hardware Warranty ("the Warranty"), unless otherwise noted on your original invoice.

What does this mean? Let's break it down...

• The Warranty covers all hardware components from manufacturing faults or assembly error as well as any labour cost required to replace or repair the faulty hardware.
• The Warranty is valid for a period of 12 Calendar Months from the date shown on your invoice. If you purchase a J&W Extended Warranty, this will appear as an item on your invoice and will extend the period that this Warranty is valid.

So, you will not incur any repair costs if your computer is submitted for repair within the Warranty period and we find that the fault is one that is covered by the Warranty.

What is covered by The Warranty?

• Faults in the hardware components purchased from and assembled by J&W Computers that are due to a cause occurring prior to purchase.
• Errors or mistakes in the assembly of the components by J&W Computer's Technicians.
• Operating System & Driver Reinstallation, if a software corruption is identified by J&W Computers to be directly caused by hardware failure, and entirely at J&W Computer's discretion.

What is NOT covered by The Warranty?

• Software problems such as corrupted system files and/or issues caused by viruses, Trojan horses, malicious and/or third party software.
• Shipping/delivery costs and/or any other costs that you or any other party may incur prior to, during or after returning a faulty computer for repair.
• YOUR DATA IS NOT COVERED BY THE WARRANTY. YOU ARE ENTIRELY RESPONSIBLE FOR YOUR OWN DATA AND SHOULD BACKUP ALL YOUR FILES TO AN EXTERNAL DEVICE VERY FREQUENTLY.
• Anything not explicitly mentioned above as being covered by The Warranty.

If we find evidence of any physical damage, water or moisture damage, or any other damage, including that caused by tampering with, modifying, over-clocking, removing, adding or changing any component of your computer, the Warranty shall be deemed void and you will be charged a assessment fee of $35 and any other costs associated with the assessment. These amounts must be payed before we return the computer to you.

What happens if the fault is not covered by The Warranty?

If we find that the primary cause of the fault with your computer is not one that is covered by The Warranty, then we will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, we may charge you an assessment fee of $35.

Processing Returns

In most circumstances, a replacement product or repair will be offered instead of a credit or refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.

We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.

We will only issue refunds on request. For your security, all refunds will be made either by cash, cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.