Refund & Returns Policy

This Refund & Returns Policy applies to goods and services supplied by All I.T. Solutions (QLD) and should be read together with our Terms and Conditions.

1. Overview

For eligible physical goods, hardware, and components supplied by All I.T. Solutions (QLD), we provide up to 12 months of warranty assistance for a genuine warranty issue or approved warranty claim, unless otherwise stated in writing.

Our role is primarily to assist with the warranty and returns process. The final outcome of a warranty-related return, repair, replacement, credit, or refund depends on the assessment and approval of the relevant vendor, manufacturer, distributor, supplier, or authorised service channel, unless otherwise required by law.

2. Change of mind

Unless otherwise required by law, we do not accept returns or provide refunds for:

• change of mind
• incorrect selection by the customer
• products or services no longer required
• incompatibility not caused by our written recommendation or written specification advice

3. Non-returnable or restricted-return items

Unless otherwise required by law, returns, credits, or refunds are generally not available for:

• special-order items
• non-stock items ordered specifically for the customer
• opened software
• activated or used licences
• provisioned subscriptions or cloud services
• downloaded digital goods
• custom work, development work, or project work that has already commenced

Where a supplier or vendor applies cancellation, return, restocking, administration, or similar fees, those charges may be passed on to the customer to the extent permitted by law.

4. Warranty and fault-based returns

For eligible physical goods, hardware, and components, warranty matters are handled on a Return-to-Base (RTB) basis unless otherwise agreed in writing.

This means the item must be returned to All I.T. Solutions (QLD), or where directed, returned or sent to the relevant vendor, manufacturer, distributor, supplier, authorised repairer, or service centre.

Where a product issue is accepted as a valid warranty or return matter, the available outcome will depend on the relevant vendor or supplier process and may include:

• repair
• replacement with the same item
• replacement with an equivalent or substitute item
• credit
• refund

A claimed fault is not automatically accepted as a warranty fault. Goods may need to be tested, inspected, assessed, monitored, or referred to the relevant vendor, manufacturer, supplier, or authorised repairer before any decision is made.

5. What is not covered

A product issue may be excluded from warranty assistance where the issue is caused by, contributed to by, or associated with:

• accidental damage
• customer-induced damage
• liquid damage
• impact damage
• misuse or neglect
• power surge, lightning, unstable power, or other electrical events
• improper storage, transport, or environmental exposure
• software corruption
• malware, viruses, ransomware, spyware, or other malicious software
• software compatibility issues
• misconfiguration
• user error
• unauthorised repair, tampering, or modification
• consumables or wear items
• batteries, unless specifically covered by the relevant manufacturer or supplier
• failure to follow manufacturer instructions or operating requirements

6. Labour, services, software, and custom work

Unless expressly stated otherwise in writing:

• there is no warranty on labour
• labour charges are non-refundable
• onsite work, remote work, diagnostic time, installation, setup, configuration, migration, and call-out work are charged for the work performed

Software, software licences, subscriptions, cloud platforms, hosted services, and similar third-party or managed services are supplied subject to the terms, conditions, service levels, limitations, warranties, and policies of the relevant provider or licensor.

Unless expressly agreed otherwise in writing, custom one-off applications, automations, scripts, integrations, bespoke builds, and similar development work are provided without warranty.

7. Return process

Before returning any item, contact All I.T. Solutions (QLD) using the current contact details published on our Contact page.

To help assess a return or warranty claim, we may require:

• proof of purchase or invoice
• serial number or product identification details
• a description of the issue
• reasonable access to test, inspect, or assess the item

Please do not send items back without first contacting us.

8. Shipping, freight, and related costs

Unless otherwise stated in writing, the customer is responsible for the costs of:

• returning the item
• freight or shipping
• transport or delivery
• packaging and insurance
• handling time
• related labour or time associated with the warranty or returns process

If a relevant vendor, manufacturer, supplier, or third party reimburses some or all of those costs, that reimbursement will apply only to the extent actually approved and paid.

9. Refund processing

Any refund is subject to the relevant vendor, supplier, manufacturer, distributor, or authorised service channel approving the return and confirming that a refund is applicable, unless otherwise required by law.

Where a refund is approved, it may be subject to deduction of any applicable:

• supplier or vendor fees
• cancellation fees
• restocking fees
• freight charges
• merchant or gateway charges not returned to us
• other reasonable charges actually incurred in connection with the transaction, return, or refund process

Refund timing may vary depending on the original payment method and the processing times of the relevant bank, card issuer, or payment provider.

10. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

11. Contact

For questions regarding returns, refunds, or warranty claims, please use the current contact details published on our Contact page.