Frequently asked questions
These are the questions we get asked most often. If yours isn’t here, please ask us. We’re always happy to help.
Refurbished computers
Section titled “Refurbished computers”Is a refurbished computer reliable?
Section titled “Is a refurbished computer reliable?”Yes, and often more so than a new budget machine at the same price. Most of our stock is ex-business hardware, built to a higher standard than consumer models, and every device is tested for performance, functionality and cosmetic condition before it ships. There’s more on this in What “refurbished” actually means.
Do you sell brand-new computers too?
Section titled “Do you sell brand-new computers too?”Yes. Alongside refurbished stock we sell Brand New (factory-sealed) and Open Box (opened but unused) items.
One important difference to know about up front: brand-new items cannot be returned for change of mind. Refurbished ones can, within 14 days. See Returns and refunds.
Will it run [some program]?
Section titled “Will it run [some program]?”Just ask us. Tell us what you need to run and we’ll tell you what will handle it comfortably, including when a cheaper machine is plenty for what you’re doing. See Choosing the right computer.
Grading and condition
Section titled “Grading and condition”What do the grades mean?
Section titled “What do the grades mean?”They describe cosmetic condition only, from Premium (no signs of use) through Excellent, Good, and Fair (visible signs of use). All are fully functional; the grade tells you about the case, not the computer. See Understanding our grading.
My computer has a scratch. Is that a fault?
Section titled “My computer has a scratch. Is that a fault?”If you bought Good or Fair, it isn’t. Visible wear is what those grades describe, and it’s why they cost less. Cosmetic damage isn’t covered by the warranty. That said, if the wear looks well beyond what the grade describes, please tell us and we’ll take a look.
Warranty
Section titled “Warranty”How long is the warranty?
Section titled “How long is the warranty?”12 months on all devices, covering hardware faults, for orders placed from 1 September 2025. Orders before that date carry the original 6-month term. An 18-month extended warranty is available for an additional cost.
See Our warranty.
Does a warranty claim cost me anything?
Section titled “Does a warranty claim cost me anything?”No. A genuine hardware fault is repaired at no charge.
What isn’t covered?
Section titled “What isn’t covered?”Software (including the operating system, crashes and data recovery), battery capacity loss over time, cosmetic damage, accidental damage, liquid damage, and unauthorised repairs. Data loss isn’t covered either, so please back up before you send a machine in.
Is my data safe during a repair?
Section titled “Is my data safe during a repair?”Please back it up first. We are explicitly not responsible for loss of files, photos or documents, and a repair may involve replacing or reimaging the drive. We’d hate for you to lose something that mattered, so it’s worth the few minutes.
Returns
Section titled “Returns”Can I return it if I change my mind?
Section titled “Can I return it if I change my mind?”Yes, within 14 days, no questions asked, on refurbished items. You pay return postage, the original postage isn’t refunded, and it needs to come back in the condition it arrived in with everything that was in the box.
Brand-new items can’t be returned for change of mind. See Returns and refunds.
It arrived faulty. What now?
Section titled “It arrived faulty. What now?”We’re sorry, and we’ll make it right. Report it within 14 days and you’re entitled to a refund or replacement. Take photos before you unpack any further, and don’t power on a physically damaged machine. See Arrived damaged or faulty.
Software
Section titled “Software”Does it come with Windows?
Section titled “Does it come with Windows?”Yes, and it’s activated and ready to go. See Windows licensing.
Does it come with Microsoft Office?
Section titled “Does it come with Microsoft Office?”No, it’s a separate product with a separate cost. The free web versions of Word and Excel are fine for most people, so you may not need to buy anything at all.
Do I need antivirus?
Section titled “Do I need antivirus?”Windows Defender is built in, on by default, and good enough for most people, so you don’t need to buy anything. Just don’t run two antivirus products at once.
Buying, delivery and payment
Section titled “Buying, delivery and payment”How long will delivery take?
Section titled “How long will delivery take?”Allow 1 to 3 business days for processing (2 to 7 during sales), then 1 to 5 business days for delivery. You’ll get a tracking number by email when it ships. See Delivery and pickup.
Can I pick up instead?
Section titled “Can I pick up instead?”Absolutely. Choose “Pick Up” at checkout and collect from our Hallam warehouse. Just wait for the email telling you it’s ready before you head over.
How can I pay?
Section titled “How can I pay?”Credit and debit cards, and PayPal. Bank transfer is available for bulk orders.
Do desktops come with a monitor, keyboard and mouse?
Section titled “Do desktops come with a monitor, keyboard and mouse?”It varies, so it’s worth checking the listing before you order. See What’s in the box.
Can I upgrade the memory or storage later?
Section titled “Can I upgrade the memory or storage later?”Usually, yes, because most business machines are designed to be opened. Tell us your model and what you want to achieve and we’ll tell you exactly what part you need. See Upgrading memory and storage.
Old computers
Section titled “Old computers”What happens to the data on machines you take in?
Section titled “What happens to the data on machines you take in?”Every device is professionally wiped using industry-standard software that meets Australian privacy standards, before anything else happens to it. Business customers can request a certificate of data destruction. See Data wiping and destruction.
Isn’t deleting my files enough?
Section titled “Isn’t deleting my files enough?”No, and this one catches a lot of people out. Deleted files (even after emptying the Recycle Bin) are recoverable with free software, and so is a quick format. It’s the most common way people give away their own data without meaning to. It’s worth two minutes to do it properly: Data wiping and destruction.