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    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

    SA

    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

    WA

    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

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