Warranty claims: what's covered and how long it takes

Every product has a 12-month return-to-base warranty from the purchase date, unless the listing says otherwise. You can extend eligible laptops and desktops to 24 months for $95.

Covered: hardware defects that develop under normal use. We'll repair or replace the item at no cost. This includes fans, hard drives, keyboards, touchpads, screens, hinges and USB ports. Batteries are guaranteed for 12 months from the purchase date.

Not covered

• Physical or accidental damage, including drops and liquid
• Software issues, including viruses and operating system errors
• Data recovery: back up before returning
• Consumables, such as printer toner
• Repairs or changes by someone else

How to claim

1. Submit a Warranty Claim with your order number, a description and a video or photos. For battery claims, include a battery report.
2. We'll suggest troubleshooting steps first, because many issues are fixed without a return.
3. If it needs to come back, we'll send an RA number and return instructions (see How to send an item back).

Turnaround: usually 1 to 3 business days after the item reaches us, longer if a part has to be ordered. We'll email you the technician's findings and arrange the item's return, a replacement, or a refund or credit. We cover the shipping back to you.

If it can't be repaired, we replace it. If the model is out of stock, you choose a device up to the value you paid, or take a refund.

Bought on a marketplace? Follow that marketplace's returns and warranty process (see Bought through eBay, Amazon, JB Hi-Fi or Reebelo).

After the warranty ends, contact our East Brisbane store (911 Stanley St E) for a paid repair. Most repairs take 3 to 5 business days, longer if parts are needed. The store also repairs computers bought elsewhere.