Warranty & Returns

Our Promise to You

At Illawarra Support Solutions, we are committed to providing you with high-quality products and services that you can trust. Our warranty is a testament to our confidence in our solutions and our dedication to your satisfaction. This warranty provides benefits to you that are in addition to, and do not in any way limit, your rights under the Australian Consumer Law.

What This Warranty Covers

This warranty covers any defects in materials and workmanship in the products we supply. A defect is any flaw, imperfection, or issue that prevents a product from performing its intended function. This warranty applies to the computer hardware and any accessories supplied with it as part of your purchase from us.

What This Warranty Does NOT Cover

To manage expectations and ensure a smooth process for all our customers, this warranty does not cover issues resulting from the following:

Misuse or improper handling: This includes damage caused by improper, reckless, or careless handling or use of the product.
Misapplication: Using the product for a purpose it was not intended for by the manufacturer.
Unauthorized modifications or repairs: Any damage or defects resulting from alterations, repairs, or additions made by anyone other than Illawarra Support Solutions or its authorized agents. This includes repairs, disassembly, or attempted disassembly of the product.
Third-party software or hardware: Problems caused by software or hardware not originally configured by us and supplied with the product.
External factors: Damage caused by accidents, fire, power surges, voltage problems, thunderstorm activity, or other natural disasters.
Data loss: This warranty does not cover the loss of any data, information, or programs stored on your device, regardless of how the loss occurred. This is a critical point that is further addressed in the "Our Responsibility" section.

How Long the Warranty Lasts

The warranty period for our computer products is 2 years from the date of your original purchase. The warranty period for any specific components, such as batteries, may differ and will be specified at the time of purchase.

How to Make a Claim

If you experience a problem with your product during the warranty period, please follow these simple steps to initiate a claim:

Contact Us: Please contact our support team to discuss the issue. Many problems can be resolved with our expert assistance over the phone or by email.
Obtain a Return Merchandise Authorisation (RMA) Number: If the problem cannot be resolved remotely, we will issue you an RMA number. This number is essential for tracking your item and ensuring it is processed quickly.
Prepare Your Device for Return: You are responsible for safely packaging the product for return. Before sending your device, you are strongly advised to back up all your data. We are not responsible for any lost or damaged data during the repair process.
Ship Your Device: Clearly write the RMA number on the outside of your package and ship the item to our designated workshop address.

Our Responsibility and Your Remedies

Once we receive your device, we will assess the problem. Under this warranty and in accordance with your rights under the Australian Consumer Law, we will determine the most appropriate remedy for the problem. For minor failures, our options include repairing the item, replacing it with the same or an equivalent product, or issuing a refund.

Our repair policy is "Back to Base," which means you are responsible for the costs of shipping the defective unit back to our workshop. Once the repair or replacement is completed, we will cover the freight costs to return the item to you.

It is our policy to reserve the right to either repair or replace your item. Therefore, we cannot overstate the importance of backing up your data before sending the product to us. We cannot guarantee that any data will be recovered from your device, and we will not be liable for any loss or damage to programs, data, or information stored on it.

We are more than happy to help you throughout the process of choosing and buying your dream pc.So please do not hesitate to ask any questions at all!

Phone: 0455 748 297
Address: 98/104 Gipps St, Wollongong NSW, 2500
Email: contact@illawarrasupportsolutions.com.au