Everything we sell is new stock bought through authorised Australian distributors, so the manufacturer's warranty applies in full and a claim is handled here rather than overseas. Below is exactly how a return or a warranty claim runs, including the cases where a return is not possible.
Faulty items are covered by the manufacturer's warranty for the term that applies to that model. The term varies by vendor and product, so it is stated on your quote rather than assumed. Extended and next-business-day options can be priced alongside the hardware.
We do not sell grey or parallel imports. Serial numbers are valid for local warranty and vendor support, which matters when a firewall needs an RMA and the vendor checks where it was sold.
Your ACS tax invoice is the proof of purchase for any claim. We can reissue it, but a claim moves faster when you have it to hand.
Returns cannot be accepted without a valid RMA number. Please do not ship anything back before you have one — unidentified deliveries cannot be matched to a claim.
Contact your account manager with the reason for the return.
Complete the RMA form we email you and send it back to us.
We verify warranty status and reply with shipping instructions.
Once the unit reaches us, a replacement typically ships within 2–3 business days, subject to stock.
A change-of-mind return is not the same as a faulty item, and the position depends on whether the goods can still be sold as new. We recommend a recorded tracking service for anything you send back.
Accepted subject to a restocking fee and the original courier charge.
A 25% restocking fee applies.
Cannot be returned unless faulty. Licences, subscriptions and any hardware already registered to your organisation fall here, because the vendor has issued the entitlement against you and it cannot be reassigned.
Return it in the original packaging, unmarked, with all accessories and a description of the fault — the vendor will reject a claim without them. If the fault is our error, we cover all delivery costs both ways. On a standard manufacturer warranty claim, return shipping is covered by you and we handle the claim from there.
Software activation codes, licence keys and digital entitlements are delivered by email once the order is placed. Because the vendor issues them against your organisation, they cannot be returned or reassigned — so if you are unsure which licence a deployment needs, ask us before ordering rather than after.
Nothing on this page limits your rights under the Australian Consumer Law. Where the ACL applies, its guarantees sit above anything stated here and above the manufacturer's warranty. All prices AUD ex GST.