Arrived damaged or faulty
Sorry this has happened. It’s not what we wanted for you, and it isn’t your fault. We’ll get it sorted, and a device that arrives damaged or faulty won’t cost you anything to put right.
First, take some photos
Section titled “First, take some photos”Before you unpack any further, if you can. It’s worth photographing:
- The outside of the box, including any crushing, puncture or water damage
- The packaging inside, as you found it
- The damage to the device itself
- The shipping label
These photos do most of the work in a transit claim, and they’re much harder to take once everything’s unpacked and the box has gone in the bin. If you’ve already unpacked, don’t worry, just get in touch and we’ll work with what you have.
Please don’t try to power it on
Section titled “Please don’t try to power it on”If there’s visible physical damage (a cracked screen, a bent chassis, anything rattling), it’s safest to leave it switched off. Powering up a physically damaged machine can turn a repairable problem into a destroyed one, and it can be genuinely unsafe if the battery is damaged.
If a laptop battery is swollen, punctured or leaking, please put the device somewhere safe, away from anything flammable, and give us a call straight away. Best not to press the power button at all.
Hang on to the packaging
Section titled “Hang on to the packaging”All of it, until the claim is resolved. It’s useful evidence, and it’s also the safest thing to send the device back in.
Get in touch and we’ll take it from there
Section titled “Get in touch and we’ll take it from there”Please contact us with your order number, your photos, and a description of the damage, and we’ll look after it.
Do try to reach us within 14 days. Transit damage also gets harder to pursue with the courier the longer it’s left, and we’d rather have every option open for you.
It’s not damaged, but it doesn’t work
Section titled “It’s not damaged, but it doesn’t work”No physical damage, but it won’t start, or something on it doesn’t work.
It’s worth ruling out the simple things first. Surprisingly often it’s a cable or a power point rather than the computer itself. Computer won’t turn on takes about five minutes to work through and it resolves a lot of these, which would save you being without your machine.
If you’ve done that and it really is dead on arrival, please let us know. Within 14 days of receipt, a faulty device qualifies for a refund or replacement once it’s returned to us. We may need to assess it first.
What’s not covered
Section titled “What’s not covered”We should be straight with you about one limit. Physical or liquid damage caused after delivery isn’t covered under DOA or the warranty. That’s the reason the photos and the “leave it switched off” advice above matter so much: together they show that the damage arrived with the device.
Your rights
Section titled “Your rights”If a device is dead on arrival, that’s a major failure under Australian Consumer Law, and the choice between a refund and a replacement is yours, not ours. See Our warranty.