What is your Returns policy?
At MSY, your convenience is paramount. Therefore, we offer a 30 Day Change of Mind Returns Policy.
Should you decide to return your purchase, please review the below information and either contact our Support Team or speak to us in-store within 30 days of purchase. This will allow you to organise your product's return and either secure store credit or receive a refund of your product's purchase price (excluding initial delivery & handling charges).
Change of Mind Returns
Under Australian Consumer Law, businesses are not obligated to accept returns based purely on a change of mind. Nonetheless, at MSY, we strive to deliver top-tier customer service. We recognise that sometimes needs or circumstances change post-purchase. Hence, under specific conditions, we might be able to accept your item as a 'Change of Mind' return. Please understand that such returns are not guaranteed and are always subject to our approval. If you're uncertain or have queries regarding this, our Support Team is always here to assist.
Products for 'Change of Mind' returns must be in their original, FACTORY SEALED condition. We will no longer accept products that have been opened (including those with broken seals or removed shrinkwrap) for 'Change of Mind' returns. An exception to this would be if you were given incorrect advice or misled regarding a product's suitability by our staff or website.
Exclusions
Certain products, including those ordered specifically for quoted projects, enterprise equipment, Custom PC's, sale, or open box items, are not included in this policy.
Moreover, in our commitment to deter resellers and scalpers from speculative purchases, we hold the right to decline a 'Change of Mind' return for bulk orders consisting of more than three units.
Items deemed Dead on Arrival (DOA), Damaged in Transit, Faulty or Delivered Incorrectly
If you receive any product that is dead on delivery, damaged during the delivery or incorrectly delivered, please contact our Customer Service team who will discuss your particular concerns and work with you to resolve the issue. This may mean the product needs to be returned with suitable packaging (preferably with its original packaging) to prevent damage in delivering the product back to us. For items that are large and bulky (for example, gaming chairs), they need to be repacked in a manner that makes them safe to be transported or alternatively can be returned in store with any available packaging and we may be able to repack it for you.
We will also need you to provide the following details to enable us to efficiently deal with the situation:
1. Your full name, best contact telephone number, address and most importantly, your email address;
2. Tax Invoice or Order Number and if you organised return delivery yourself, the relevant tracking numbers;
3. Any relevant serial number(s) for the item; and
4. Reason for return (including any steps we can take to replicate any fault where applicable)
Once we receive the item, we will provide you with a Return Authority (RA) number via email. Our Warranty Team will test your item and may contact you for more information. Depending on the circumstances, we will attempt to repair the item(s). In some circumstances, we may need to refer your item(s) to the manufacturer for further testing and advice.
If it is determined that the product is not faulty and is working as expected, or it is determined that any defect or damage was caused after your took possession the item(s), we will return the product to you at your cost. You will be responsible for any costs associated related to the testing and/or return of the item(s) to you in this instance.
If the product is incorrectly delivered, you must return the product (preferably unopened) with suitable packaging to prevent damage in delivery. Please contact our Customer Service team and we can arrange for this item to be returned to us at no cost and (if applicable) arrange for the correct product to be delivered to you.
Items deemed not of merchantable quality, not fit for purpose or incorrectly advertised
If you receive any product that is not of merchantable quality, not fit for its intended purpose made known to us, or not matching the description provided, please contact our Customer Service team and we will discuss your options and any refund where appropriate. Please be aware that under Australian Consumer Law, the definitions for quality and fit for purpose are quite vague. Our team is happy to provide advice but you are always encouraged to reach out to the Office of Fair Trading or Consumer Affairs in your state for clarification. For more information about this, visit consumerlaw.gov.au to understand your rights as a consumer.
Upon receipt of the returned product with your full details provided, we will supply you with a Return Authority (RA) Number by email. We will arrange for testing, repairing or replacement of the product, or a refund where appropriate.
All returns are subject to the MSY Technology Warranty Policy, and MSY Technologys Terms and Conditions.
