Warranty and Returns

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.

Feedback / Complaints

1 MSY would like to hear from you for any suggestion. Your feedback will be
an opportunity to improve our business and service. You can lodge your
feedback and/or complaint with MSY by emailing us at
feedback@msy.com.au or https://www.msy.com.au/contact-us
To help MSY processing your feedback or complaint please provide us with the
following information:

Your name and contact details.
If applicable, the name of the person you have been dealing with about
your ordering service.
The nature and description of the feedback / complaint.
If applicable, date of purchase.
If applicable, reference number, invoice number, product name and
serial number.
If applicable, details of any steps you have already taken to resolve
the complaint.
If applicable, details of conversations you may have had with MSY
that may be relevant to your complaint.
If applicable, copies of any documentation which supports your
complaint.

2 If your feedback / complaint is related specifically to an online order and
delivery to your place, please email MSY at online@msy.com.au.

3 You may also consider calling a local MSY call centre in your area:

VIC: (03) 97009771
QLD: (07) 32901908
NSW: (02) 9726 1997
SA: (08) 8212 1656
WA: (08) 9344 1002
TAS: (03) 9700 9766

4 You may consider speaking to the duty manager at your MSY local branch
for direct assistance.

5 You may consider emailing your MSY local branch where you made your
purchase:

VIC

Malvern: malvern@msy.com.au

Dandenong South: dandenong@msy.com.au

Pascoe Vale: pascoe@msy.com.au

Clayton: clayton@msy.com.au

Brooklyn: brooklyn@msy.com.au

North Melbourne: northmelbourne@msy.com.au

Cheltenham: cheltenham@msy.com.au

Mitcham: mitcham@msy.com.au

Geelong-CBD: geelong@msy.com.au

NSW

Auburn: auburn@msy.com.au

Ultimo: ultimo@msy.com.au

Kingsford: kingsford@msy.com.au

Hurstville: shurstville@msy.com.au

Mount Pritchard: mountpritchard@msy.com.au

Adelaide CBD: adelaide@msy.com.au

Plympton North: plympton@msy.com.au

Holden hill: holdenhill@msy.com.au

Elizabeth: elizabeth@msy.com.au

Port Adelaide: portadelaide@msy.com.au

Balcatta: balcatta@msy.com.au

Cannington: cannington@msy.com.au

TAS

Glenorchy: glenorchy@msy.com.au

QLD

Morningside: morningside@msy.com.au

Slacks creek: slackscreek@msy.com.au

Brendale: brendale@msy.com.au

Gold Cost-Varsity Lakes: varsitylakes@msy.com.au

Ipswich-Bundamba: bundamba@msy.com.au

6 You may consider contacting the relevantmanufacturer’s support centre:

Company name	Phone number
Notebook
Acer	1300 365 100
Asus	1300 278 788
Lenovo	1800 041 021
Toshiba	13 30 70
Samsung	1300 362 603
HP	13 10 47
Gigabyte	03 8561 6288
MSI	1300 222 688
Monitors
Acer	1300 365 100
Asus	1300 278 788
Lenovo	1800 041 021
AOC	1300 262 669
Toshiba	13 30 70
Samsung	1300 362 603
Phillips	1300 360 386
LG	1300 54 2273
BenQ	1300 130 336
Viewsonic	1800 880 818
Network products
Asus	1300 278 788
TP-Link	1300 875 465
D-Link	1300 700 100
Netgear	1300 361 254
Linksys	1800 605 971
Billion	02 8999 0728
Belkin	1800 235 546
EDIMAX	03 9543-1888
Netcomm	NSW / ACT: (02)9424-2059
Netcomm	VIC / TAS: (03) 9012-3399
Netcomm	SA / NT: (08) 8121-9001
Netcomm	QLD: (07) 3102-8870
Netcomm	WA: (08) 9467-8980
Printers
Epson	1300 361 054
Samsung	1300 362 603
Canon	13 13 83
HP	13 10 47
Lanier	1300 362 345
MISC
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