Warranty Issue / Complaint

Please visit MSY Claim Centre to submit your warranty claim.

Please email complianceofficer@msy.com.au should you still having issues with warranty claim.

MSY Repair, Exchange and Refund Policy

1. MSY wants you to be satisfied with your purchase either online or in-store. MSY recommend you read MSY Refund, Exchange and Refund policy prior to you making a purchase from MSY.

 

2. The clauses of the MSY Website Terms and Conditions are not intended to exclude or limit any rights under the Australian Consumer Law (“ACL”).

 

3. The ACL provides certain guarantees to consumers when they purchase Goods or Services and these guarantees cannot be excluded, restricted or modified.

 

4. MSY recommends you inspecting the Goods upon receipt to ensure you are satisfied with the Goods’ quality and description.

 

5. Please keep and retain your proof of purchase – for example: your receipt, invoice or banking transaction.

 

6. The Consumer Guarantees provided under ACL have no set or fixed time limit – the applicable time limit on the Consumer Guarantee for your purchase is determined by the price and nature / type of your purchased goods. Consumers may be entitled to remedies under the Consumer Guarantee after manufacturer’s warranty or manufacturer’s extended care plan (if any) expires.

 

7. For goods that are damaged in transit or during delivery, MSY will arrange to have the damaged Goods returned to MSY and either arrange for exchange of the Goods or refund the purchase price to you.

 

8. MSY does not have any general obligation to provide refund, exchange or repair under the following circumstances

a. If you change your mind.

b. If you decided you do not like the purchase.

c. If you decided that you had no use for the purchase.

 

However, MSY would like to provide additional security for its customers, over and above the consumer’s rights under the Consumer Guarantee for change-of-mind customers and MSY will provide you with a full refund or exchange to other Goods noting price difference, if:

(i) you return the purchased goods to MSY within 14 days of the purchase date. For online purchases, the purchase date is the date you receive your ordered Goods;

(ii) you have and bring the proof of purchase in the form of tax invoice and/or receipt;

(iii) the returned Goods and its packaging are in its original condition including all manuals and accessories;

(iv) the returned Goods is in re-saleable condition; and

(v) you agree to be responsible for the shipping cost of returning the goods to MSY.

 

9. Please package all returned Goods safely before returning the Goods to MSY for repair, exchange or refund.

 

10. If you experience problems with your purchased Goods, You are entitled for free repair, exchange or refund. If you choose for repairing, MSY will

attend to the repair of your Goods within a reasonable time. You may be provided with an indicative repair time, normally, it takes 2-4 weeks for repair, but it may take longer if Goods need to be repaired at an overseas workshop or require parts delivered from overseas. If it is not repaired within a reasonable time, MSY will exchange or refund the Goods.

 

11. You may be required to pay labour, assessment and/or freight charges where your rights under ACL do not apply, such as when Goods are assessed to have been damaged by accident, misuse, liquid spillage, flood, fire, earthquake, thunderstorm or to have been damaged by abuse, unauthorised modification to alter manufacturer’s original functionality or capability and becoming unsafe to use. MSY reserves the right to have the returned Goods accessed within a reasonable timeframe by the manufacturer’s specialist in the determination of the cause of the problem.

 

12. If any Goods that you returned contain your generated data such as files or information stored on a Hard Disk, SSD, Flash Memory, mobile phone, MSY strongly recommends you to back up your data to prevent data loss and remove any data before repairing/exchange/refund your Goods.

 

13. If any Goods which you returned requires more than 3 separate and independent repairs, MSY will exchange or refund the Goods to you.

 

14. Where a failure does not amount to a major failure, MSY will provide you with a repair, exchange, refund or other suitable remedy.

 

15. If the problem is major failure or cannot be fixed, you are entitled to exchange or refund for your purchased Goods. Goods with any of the following characteristics will be deemed to have major failures:

 

a. Goods with this problem would have stopped someone from buying it had they known about it.

b. is unsafe.

c. is significantly different from the sample or description.

d. fails to do what MSY said it would, or what you asked for and can’t be easily fixed.

 

16. Refund for online purchases. All successful refunds may take up to 5 business / working days to be processed after MSY receives the return Goods. Please ensure you return the Goods to the State where you made the purchase in and that the goods are returned accompanied by proof of purchase.

 

17. Refund for in-store purchases. All successful refunds will be issued immediately but may take up to 3 business / working days for financial institutions to process the refunds. Please ensure you return the Goods to the MSY branch where you made the purchase in and that the Goods are returned accompanied by proof of purchase.

 

18. MSY may request you to provide us with personal information during refund to assist us in complying with the refund processes.

 

19. MSY has a general obligation to provide customers with remedies whenever a problem arises, however under ACL, customers also have the right to approach manufacturers for remedies directly. Many manufacturers have dedicated support centres to provide home pick-up/delivery support and troubleshooting support for customers.

 

20. If at any time, you feel that your rights, as observed in accordance with MSY Repair, Exchange and Refund Policy on this Website, are not being satisfied by our staff, then you may escalate your dispute in writing by following the process stated in Clause 12 of MSY Website Terms and Conditions.

 

You may consider contacting the relevant manufacturer’s support centre:

 

Notebooks

CompanyPhone Number
Acer

1300 365 100

Asus

1300 278 788

Lenovo

1800 041 021

Toshiba

13 30 70

Samsung

1300 362 603

Hp

13 10 47

Gibabyte

03 8561 6288

MSI

1300 222 688

Monitors

CompanyPhone Number
Acer

1300 365 100

Asus

1300 278 788

Lenovo

1800 041 021

Toshiba

13 30 70

Samsung

1300 362 603

AOC

1300 262 669

Philips

1300 360 386

LG

1300 54 2273

BenQ

1300 130 336

ViewSonic

1800 880 818

Network products

CompanyPhone Number
TPLink

1300 875 465

Asus

1300 278 788

DLink

1300 700 100

Netgear

1300 361 254

Linksys

1800 605 971

Billion

02 8999 0728

Belkin

1800 235 546

EDIMAX

 03 9543-1888

BenQ

1300 130 336

Netcomm

NSW / ACT: (02)9424-2059

VIC / TAS: (03) 9012-3399

SA / NT: (08) 8121-9001

QLD: (07) 3102-8870

WA: (08) 9467-8980

Printers

CompanyPhone Number
Epson

1300 361 054

Canon

13 13 83

Hp

13 10 47

Lanier

1300 362 345

Samsung

1300 362 603

 

MISC

CompanyPhone Number
Thermaltake

(03) 9544-6587

ASUS

 1300 278 788

 

 

For more information about the Australian Consumer Law and Consumer Guarantees, visit: www.consumerlaw.gov.au or www.acc.gov.au