At Tech Gate, we are committed to providing customers with a simple and no-hassle returns process. Please take a moment to read our returns policy, as we are unable to accept returns for all orders.
If you are looking for warranty and/or technical information, please visit our warranty information page here.
Note that the products we sell are covered by Australian Consumer Guarantee laws. If you experience a technical fault or dead-on-arrival product, our sales support team will be happy to assist you.
Change of Mind Returns
Our change of mind returns policy differs depending on whether the products are opened or unopened. Please note that this policy is applied on a case-by-case basis and is subject to terms and conditions. If you wish to submit a change of mind return, please call or contact our team.
Unopened Products
We are generally happy to accept change of mind returns for unopened and unused products, given that they:
Are in original or sealed packaging;
Have not been opened or used;
Remain in a resellable condition (i.e. no external box damage), and;
Are promptly returned to us within 7 days of receiving the product.
Please contact our customer support within 7 days if you wish to return an unopened product. You must then receive a Return Authorisation Number (RMA) before returning the items.
Items must be packages appropiately to avoid damage during shipping. We do not reimburse or pay for any associated costs with the return of unopened product(s).
Once the product has been received by us, a credit will be issued for the initial purchase price of the product minus any associated freight costs and restocking fees.
Opened Products
Unfortunately we do not accept opened product(s) for return unless they have a major fault within the warranty period.
We will only accept opened product(s) which fall under any of the following criteria:
Dead on Arrival (DoA) stock
Manufacturer has approved a Return Authority
Incorrectly shipped product(s)
Products are of un-merchantable quality
Products that fail to perform to the manufacturer's specifications
Products that fail to perform as advertised
As its sole discretion, Tech Gate may accept opened product(s) outside of the Returns Policy, subject to approval. A restocking fee for this service may be charged.
Damaged, DOA, Manufaturer-Approved Returns or Incorrectly Shipped Products
If your device is Dead on Arrival (DOA), has developed a defect within seven days from the date of the purchase, has a manufacturer-approved return authority number (RMA) or was wrongly shipped, please contact our customer support team.
A Return Authorisation Number will then be issued in accordance with our Returns Policy.
Please keep in mind that items without the Return Authorisation Number may not be processed. Each Return Authorisation Number is only valid for the product authorised for return and is valid for 14 days from the date of issue. To ensure the return process runs smoothly, the product has to be returned within 7 days from date of RA Number being issued. In addition, the following information (most of which is located on the included invoice) would be required to obtain the Number:
Name and contact details of the original purchaser;
Invoice number and date found on the printed invoice included with the item;
Number of products to be returned;
Serial number of each item to be returned
If the product box has been opened
Reason for the return
The item would need to be packaged and addressed for return, including all retail packaging, accessories and manuals that are available.
Please make sure the returned product is packaged appropriately to avoid physical damage during return shipping as that would prevent any warranty. Tech Gate will not accept any responsibilities for goods that are damaged in transit back to us. Customers also have the option to return the product to our Melbourne head office in person. The returned product will then be tested within 7 business days once it has been received by our office. For some products, it may be required to be sent to the manufacturer/supplier for further diagnostics.
If a Dead on Arrival product has been tested and found to be in working condition, the item will be returned to customer and they will be responsible for handling any fees and freight costs associated with the return. The invoiced amounts will be payable within thirty days of receipt of invoice.
If Tech Gate and/or the manufacturer determine that the product(s) is defective, then we will issue a replacement item or credit for the original purchased amount of the product(s).
If you receive a product and it is damaged whilst in transit, then you need:
Refuse to accept the delivery of the product.
Direct the courier to return the goods to sender.
Notify our customer service within 2 business days.
Manufactuer's Returns Policy & Warranty
If a product, purchased from Tech Gate, develops a fault after fourteen days from the original purchase and is within the manufacturer’s warranty period, the standard warranty procedure will apply. We recommend that in the first instance, you contact the manufacturer or their authorized service centre (or agent for warranty service). Warranty periods and service levels may vary by the manufacturer and their products.
If the manufacturer offers to accept an opened product for return, you will need a manufacturer-approved return authority number. Please contact our Customer Support with this number to organize the handling of the product.
If a manufacturer directs you to return the product to the manufacturer, agent or a third party, you need to arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy.
The manufacturer will organize any refund, repair or replacement payable under the policy. If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Support as soon as possible. Where possible you will need to package and address the product for return and you will need to arrange for return delivery of the product. Tech Gate must receive the product by the time specified by the manufacturer. Please make sure that repair timeframes are subject to each manufacturer’s warranty repair service and may vary from one manufacture to another.
Return of Faulty Products
Upon receipt of a faulty product, Tech Gate will return it to the manufacturer (or its authorized service centre or agent) for assessment. If the fault could not have been detected, and it is not due to tear and wear or misuse, Tech Gate will offer you a repair or replacement, as appropriate or as advised by manufacturer. If the fault does not fit the above mentioned criteria and also is not covered under the manufacturer’s warranty or extended warranty, then Tech Gate 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 a quote rejection fee.
Once the product is returned, Tech Gate will arrange return delivery of the product to you. Where the product fault does not fit the above mentioned criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), Tech Gate will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product(s) to you.
Software & Software Licensing
Any unopened software can only be returned for refunds if they qualify as unopened products or were wrongly shipped. Licensing and licensing media kits are sold on a no return basis.
Please contact our Customer Support for further information.
'No Return' Products
Unless dead-on-arrival, wrongly shipped or otherwise returnable under manufactuer's or statutory warranty. Please contact our Customer Support for further information.
Products Sold Under a No Return Basis
Ex-demo products
Products with a "Price Markdown" label
Products with a "No Return basis" label
Products listed on the packing slip or invoice as "No Return"
Products specially ordered for a customer
Clearance products
Licensed software
Products Sold Under a No Return Basis Which We Could Accept for Return
Dead on arrival products;
Products not of merchantable quality;
Products that fail to perform as advertised.
Products that fails to perform to the manufacturer’s specifications;
Processing Credits / Refunds
Tech Gate will usually issue a credit note within seven working days of Tech Gate 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. Any handling fee and serviced postage are non-refundable.
Tech Gate will issue refunds on request. All refunds will be made by applying a credit against the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.
In some circumstances, a replacement product or repair will be offered instead of a full refund. Tech Gate will consult with you and act in accordance with the relevant warranties, other contracts and statutes. If Tech Gate chooses to have the product replaced or repaired, Tech Gate will do this at our cost and return the product (or its replacement) to you promptly.
Important Note
All credits issued by Tech Gate are valid for 12 months. It is the credit receiver's responsibility to redeem the credit value within that time frame. Tech Gate will not extend or accept redemption requests after 12 months. Credits can be redeemed through the checkout procedure or by contacting our sales team to be manually processed.
Non-Warranty Service and Repairs
All claims for service not covered by any kind of warranty should, in the first place, be directed to the manufacturer (or its authorized service centre or agent). If they direct you to return the product to us, then you need contact our Customer Support by phone on 03 88447155. You will be issued with a Return Authorisation Number, but you will need to specify that the goods are being returned for non-warranty service or repairs. You need to make sure that the returned product is suitably packaged in order to avoid damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Tech Gate will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.
Upon receipt of the product, Tech Gate will return the product to the manufacturer or its authorized service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, Tech Gate will advise you of the quoted 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 a quote rejection fee. Once the product is returned to Tech Gate, we will arrange return delivery of the product to you. Tech Gate requires payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.
If you have any difficulties contacting the manufacturer or its authorized service centre or agent, then please contact our Customer Support so that we can assist in getting your product repaired.
Returning a Product to Our Stores
Alternatively, you can visit us with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.
Information for International Customers
Please note that import charges, known as the import duty, and the taxes levied upon all imported electronic items differ from country to country. We, therefore, strongly recommend that you should check with your respective customs authorities within your country to know the charges, if any, before you place an order with us.
We are more than happy to quote any specific information required by the authorities on our invoices or on the shipments to ensure a smooth customs formality and easy clearance of the shipment. We further bring to your notice that all the shipping charges including dispatching and/or returning the purchased items will be borne by the buyer in case the buyer wishes to return the items due to the levied duties or taxes in their country.
All marketplace products are covered by our MyDeal Refund Guarantee
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