At CAA Computers, we are dedicated to providing high-quality, custom-built systems and technology solutions with outstanding service. This refund policy outlines your rights as a consumer and our responsibilities, in line with the Australian Consumer Law (ACL) and our Warranty Policy.
1. Australian Consumer Law Guarantees
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to:
- A replacement or refund for a major failure.
- Compensation for any other reasonably foreseeable loss or damage.
- Repair or replacement if the product fails to meet acceptable quality standards and the failure is not considered major.
2. Refund Method
Refunds from CAA Computers are issued using the original payment method, including the original card, bank account, or digital payment method used at purchase.
a) Original Payment Method
Refunds can only be made to the same method used for the initial purchase to protect against fraud and maintain transparency.
b) Closed or Expired Accounts
If the original account is closed or the payment method is no longer active, we require documentation from your financial institution. Once verified, we will arrange an alternative refund method.
3. Change of Mind Policy
At CAA Computers, custom-built PCs and configured systems are assembled specifically for each customer’s unique needs. As such, we do not accept cancellations, returns, or refunds for change of mind on the following items:
- Custom-built or personalised PC systems and components
- Opened, used, or installed hardware or accessories
- Digital/downloadable software
Once production or processing has begun, your order becomes final. In rare, exceptional cases, we may approve a return at our sole discretion—a restocking fee may apply.
4. Refunds for Faulty Products
If your product experiences a fault or failure within the warranty period, CAA Computers will follow these procedures based on ACL guidelines:
- Minor Fault: Repair, replacement, or partial refund, depending on usage and remaining life.
- Major Failure: Full refund, replacement, or compensation for any loss or damage incurred.
We will cover all parts and labor for eligible warranty claims. Products must be returned in appropriate packaging (preferably the original box).
5. How to Request a Refund
To initiate a refund or warranty claim, please contact our support team:
Include the following details:
- Full name
- Contact information
- Order number
- Description of the issue
- Supporting photos or evidence (if applicable)
Our team typically responds within 24 business hours and will guide you through the next steps, which may include remote troubleshooting, service center visits, or arranging a courier pickup for eligible customers.
6. Governing Law
This refund policy is governed by the laws of Australia. All disputes arising under this policy will fall under the jurisdiction of Australian courts.
If you have any questions about your eligibility for a refund or would like to discuss a concern, please don’t hesitate to contact us. We are here to help you every step of the way.