Returns Policy

Last Updated: 26 May 2026 | Effective Date: 26 May 2026 

How to Read This Policy 

This Policy applies differently depending on whether your purchase is: 

1. an ACL Consumer Transaction; or
2. a CommercialB2BTransaction.

1. ACL Consumer Transactions 

Your purchase will be treated as an ACL consumer transaction if: 

1. the goods cost $100,000 or less; or
2. the goods are of a kind ordinarilyacquiredfor personal, domestic, or household use,regardless of:
3. whether you are an individual or a business;
4. what you intend to use the goods for; and
5. the total order value.

This means that consumer-grade hardware such as laptops, tablets, smartphones, monitors, printers, and similar items may still be treated as ACL consumer transactions even when purchased by a business and even when ordered in bulk. 

Where your purchase is an ACL consumer transaction, the consumer guarantees under the Australian Consumer Law apply and cannot be excluded, restricted, or modified. 

2. Commercial B2B transactions 

Your purchase will be treated as a commercial B2B transaction only if: 

1. the goods are not of a kind ordinarilyacquiredfor personal, domestic, or household use; and
2. the purchase price exceeds $100,000.

Where your purchase is a commercial B2B transaction, the commercial terms in this Policy, including return conditions, liability allocations, and warranty processes, apply to the maximum extent permitted by law. 

2. If there is any inconsistency 

If your purchase is an ACL consumer transaction, any term of this Policy that would otherwise limit or exclude a right or remedy available to you under the Australian Consumer Law is void to the extent of the inconsistency. 

Important: Consumer-grade hardware, including laptops, tablets, smartphones, and printers is classified under Category An even when purchased by a business entity, because the classification turns on the nature of the goods, not the buyer’s purpose or commercial status. Where a transaction falls under Category A, any term of this Policy that would otherwise limit your ACL rights is void to that extent 

1. Platform Status & Consumer Guarantees 

1.1 Commercial Trade Portal 

This website is a dedicated Business-to-Business (B2B) procurement platform. Wholesale pricing, logistics workflows, and stock allocations are designed for corporate entities, IT service providers, system integrators, and institutional procurement departments. 

This platform does not restrict access based on buyer category. Where a transaction qualifies as a consumer transaction under the ACL (see “How to Read This Policy” above), the ACL consumer guarantees apply regardless of the platform’s primary B2B orientation. 

1.2 Australian Consumer Law (ACL) — Statutory Guarantees 

Nothing in this Policy limits, modifies, or excludes any right or guarantee that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), Schedule 2 (Australian Consumer Law). In particular– 

1. If you are an individual purchasing goods for personal, domestic, or household use, the ACL consumer guarantees apply to your purchase regardless of any other term in this Policy.
2. If you are a business purchasing goods valued at or below $100,000 or purchasing goods of a kind ordinarily acquired for personal, domestic, or household use (such as laptops, tablets, smartphones, printers, or similar consumer-grade hardware), you also hold consumer status under s 3 of the ACL. This applies regardless of your intended use for the goods. Where the ACL applies, you are entitled to a remedy for goods that are defective, unsafe, not fit for purpose, or significantly different from their description.
3. Any term in this Policy that purports to exclude or restrict a statutory guarantee, or remedy is void to the extent of that inconsistency.
4. TECHOM Systems honours its ACL obligations to you directly. Where goods fail a consumer guarantee, you are not required to engage with any upstream supplier or manufacturer process before TECHOM Systems provides you with an ACL remedy. See clause 5.6 for details.

1.3 Multi-Supplier Sourcing — TECHOM’s Direct Obligations 

TECHOM Systems sources products from multiple upstream suppliers and distributors. The terms of those upstream supply arrangements do not affect your rights as a buyer. In particular: 

• TECHOM Systems cannot pass on any supplier exclusion or limitation of liability to you as an end buyer.
• Where goods fail a consumer guarantee, TECHOM Systems is directly liable to you regardless of what any upstream supplier’s terms provide.
• If you have consumer status under the ACL and a major failure occurs, TECHOM Systems will provide you with the ACL remedy (refund or replacement at your election) without requiring you to wait for or engage with any upstream vendor assessment process.

TECHOM Systems manages its supplier relationships and any recourse against upstream suppliers as a separate commercial matter. That process does not delay or condition your entitlements under this Policy. 

1.4 Unfair Contract Terms 

Where this Policy forms part of a standard form contract with a small business (defined as a business with 100 or fewer employees or annual turnover under $10 million), the unfair contract terms provisions of the ACL (as expanded from November 2023) apply. TECHOM Systems does not intend any term of this Policy to operate as an unfair contract term. If any term is found to be unfair under the ACL, that term is void and the remainder of this Policy continues in force. 

2. Order Cancellations & Warehouse Processing 

2.1 Automated Supply Chain Routing 

Orders placed on this platform are routed directly to automated national distribution networks. Except as expressly permitted under Clauses 2.2 and 2.4, cancellations and modifications are only possible while an order remains in “Pending” status and has not progressed to “Picking” or “Fulfilment” status. 

2.2 Post-Picking Finalisation 

Orders placed on this platform are routed directly to automated national distribution networks. Except as expressly permitted under Clauses 2.2 and 2.4, cancellations and modifications are only possible while an order remains in “Pending” status and has not progressed to “Picking” or “Fulfilment” status. 

For standard stocked items, TECHOM Systems may, at its discretion, agree to a cancellation or amendment request after an order has entered “Picking” status where fulfilment can still be safely stopped and where no irreversible third-party cost has been incurred. If TECHOM Systems agrees to such a request, it may charge you any reasonable third-party costs actually incurred as a result of the cancellation or amendment, including warehouse handling, carrier redirection, or administrative costs. 

Nothing in this clause limits any right you may have under the Australian Consumer Law, including any right arising from goods that fail a consumer guarantee or from an order placed as a result of a pricing or product description error covered by clause 2.4. 

2.3 Custom Configurations & Digital Procurement 

The following order types are generally non-cancellable, non-returnable, and non-refundable once the order has been confirmed and processing has commenced: 

• custom-configured hardware and specialised server builds;
• build-to-order infrastructure; and
• electronic software licences, digital licence keys, and cloud capacity allocations.
• This is because these items are specially sourced, configured, provisioned, or allocated for your order and may not be capable of resale or reversal once processing begins.
• However, this clause does not apply:
• where the order was placed as a direct result of a pricing or product description error on the platform, in which case clause 2.4 applies;
• where TECHOM Systems agrees otherwise in writing; or
• to the extent that you have rights that cannot lawfully be excluded or restricted under the Australian Consumer Law.

2.4 Platform Pricing & Data Feed Errors 

Where an order is placed based on an incorrect price or product description caused by a distributor data feed error or platform system error, TECHOM Systems will notify you as soon as practicable. You may cancel the affected order for a full refund within 2 business days of receiving that notification. This clause applies regardless of whether the order has entered Picking or Fulfilment status. 

3. Change of Mind & Discretionary Returns (Unopened Stock Only) 

3.1 Which Track Applies 

This clause distinguishes between Category A (consumer-status) and Category B (B2B non-consumer) transactions, as described in “How to Read This Policy” above. 

The ACL does not require TECHOM Systems to accept change-of-mind returns from any buyer. The provisions below reflect TECHOM Systems’ policy in the absence of a statutory obligation to accept such returns. 

3.2 Category A — Consumer-Status Transactions 

If your transaction qualifies as a consumer transaction under the ACL, the following applies: 

• No ACL obligation to accept change-of-mind returns: The ACL does not require any seller to accept change-of-mind returns. TECHOM Systems is therefore not obligated to accept a return or provide a refund or exchange simply because you have changed your mind.
• Courtesy returns at discretion: TECHOM Systems may, at its discretion, offer a courtesy return on the same conditions set out in clause 3.2 above. However, any restocking fee or cost condition applied under this discretion will not be used in a manner that would mislead you about your separate statutory rights where goods are defective or fail a consumer guarantee.
• ACL defect rights are unaffected: Nothingin this clause affects your right to a remedy under the ACL where goods are defective, not fit for purpose, unsafe, or otherwise fail a consumer guarantee. Those rights are addressed in clause 5.

3.3 Category B — B2B Non-Consumer Transactions 

For transactions that are not consumer transactions under the ACL, TECHOM Systems is not required to provide a refund, exchange, or credit note where you: 

• change your mind after purchase;
• order the wrong specification or model; or
• experience a client project cancellation or scope change.

At TECHOM Systems’ absolute discretion, a conditional courtesy return may be offered for non-defective, incorrectly purchased items, subject to all of the following conditions being satisfied– 

1. A written return request is submitted to our helpdesk within 5 business days of the date of delivery.
2. The product is completely unopened, unused, and in 100% original, resalable condition, with all manufacturer shrink-wrap and security seals entirely unbroken.
3. A restocking and administrative fee of 20% of the item value will be deducted from any account credit note issued. This fee reflects genuine handling, inspection, and re-warehousing costs.
4. Original shipping, freight, delivery insurance, and payment processing fees are non-refundable.
5. The customer is responsible for, and must prepay, all return freight costs to TECHOM Systems’ designated facility.
6. Credit notes issued under this clause are valid for 12 months from the date of issue.

3.4 Opened or Used Products 

Any product that has been unsealed, opened, powered on, or had its original packaging marked, written on, or altered is not eligible for a change-of-mind return under clause 3.2 or 3.3. Such items will be rejected upon inspection and returned to the customer at the customer’s expense. 

This clause does not affect any right to return defective goods under clause 5 or the ACL. 

3.5 This Clause Does Not Affect Statutory Rights 

Nothing in clause 3 limits your rights to a remedy under the ACL where goods are defective, not fit for purpose, or otherwise fail a consumer guarantee. For defective goods, see clause 5. 

4. Shipping Shortages & Transit Damage 

4.1 Retail or Consumer Accounts (Category A) 

For Category A transactions, you should inspect all incoming shipments as soon as reasonably practicable after delivery. 

Any claim for shipping shortages, incorrect items, or physical transit damage should be reported to our helpdesk in writing within 7 days of the date of delivery, together with the information listed in clause 4.3. 

This reporting process does not limit any rights you may have under the Australian Consumer Law in relation to defective goods or goods that fail a consumer guarantee. 

4.2 Commercial B2B Accounts (Category B) 

For Category B transactions, you should inspect all incoming shipments as soon as reasonably practicable after delivery. 

Any claim for shipping shortages, incorrect items, or physical transit damage should be reported to our helpdesk in writing within 5 business days after delivery, together with the information listed in clause 4.3. 

4.3 Reporting Process 

All shortage and damage reports must include: 

• Your order or tax invoice number
• A description of the shortage or damage
• Photographic evidence of the outer packaging and affected items (where applicable)

5. Faulty Goods & Warranty Claims — RMA Protocol 

5.1 Return Material Authorisation (RMA) Required 

No product may be returned to TECHOM Systems’ facilities without a pre-approved, written Return Material Authorisation (RMA) number issued by our support team. Packages arriving without a valid RMA number clearly displayed on the outer shipping label will be refused at the point of receipt and returned to the sender at the sender’s expense. 

TECHOM Systems will not treat refused packages as abandoned goods. Title to refused goods remains with the customer at all times. 

5.2 Information Required to Lodge a Warranty Claim 

To initiate a warranty claim, you must provide: 

• Your original order or tax invoice number
• Date of purchase
• Equipment serial number
• A description of the fault

You may be required to provide evidence that the fault is a genuine hardware defect and was not caused by misuse, improper power supply, physical damage, or unauthorised modification. 

5.3 Printer Toner & Laser Cartridge Claims 

ACL Consumer Transaction: For warranty claims relating to faulty printer toners or laser cartridges, you should provide a physical print sample demonstrating the defect where reasonably available. If a physical print sample is not reasonably available, TECHOM Systems may accept other reasonable evidence of the defect, including photographs, test output records, service reports, or other supporting material sufficient to assess the claim. 

Commercial B2B Transaction: For warranty claims relating to faulty printer toners or laser cartridges, a physical print sample demonstrating the defect is strictly required. This requirement cannot be waived, as upstream vendors require physical verification before approving credits and TECHOM Systems cannot process a supplier credit without it. 

Nothing in this clause limits any rights you may have under the Australian Consumer Law. 

5.4 Vendor Assessment & Diagnostic Process (Category B) 

For Category B transactions, TECHOM Systems may require allegedly faulty hardware to be returned for diagnostic assessment by TECHOM Systems, the relevant supplier, vendor, or manufacturer in order to confirm the fault and determine the appropriate remedy. 

TECHOM Systems will use reasonable efforts to progress the assessment promptly and keep you informed of material updates. Assessment timeframes may depend on the relevant vendor, manufacturer, parts availability, and the nature of the reported fault. 

If the fault is verified, TECHOM Systems may, at its election and subject to its obligations at law, provide a repair, replacement, or account credit, having regard to the product type, supplier outcome, stock availability, and the age and condition of the goods. 

TECHOM Systems is not responsible for delays caused by third-party vendor assessment processes, bench-testing lead times, or stock shortages, except to the extent liability cannot lawfully be excluded. 

5.5 Replacement Procurement During Assessment (Category B) 

For Category B transactions, if you require replacement hardware before the warranty assessment process is completed, TECHOM Systems may require a separate replacement order to be placed and paid for in the ordinary course. If the original item is later confirmed to be faulty and eligible for a remedy, TECHOM Systems will then provide the applicable remedy under clause 5.4 for the original item. 

Nothing in this clause prevents TECHOM Systems from agreeing, in its discretion, to an advance replacement, loan unit, expedited swap, or other interim commercial arrangement in an appropriate case. 

5.6 ACL Major Failure Remedy (Category A) — No Vendor Assessment Required 

Where your transaction is a consumer-status transaction under Category A and a major failure has occurred, you are entitled under the ACL to choose: 

1. a full refund; or
2. a replacement of the same type and of similar value.

TECHOM Systems will provide this remedy to you directly and promptly. You are not required to wait for vendor assessment, contact an upstream supplier, or engage in any manufacturer process before TECHOM Systems provides your ACL remedy. 

A “major failure” exists where: 

• a reasonable consumer would not have bought the goods had they known of the problem;
• the goods are significantly different from their description or sample;
• the goods are substantially unfit for their common purpose and cannot easily be remedied within a reasonable time; or
• the goods are unsafe.

Where a failure is not a major failure, TECHOM Systems is entitled to repair the goods (which may involve the vendor assessment process in clause 5.4), but must do so within a reasonable time. If TECHOM Systems fails to provide a repair within a reasonable time, you may then elect a refund or replacement. 

TECHOM Systems’ obligations under this clause are independent of, and unaffected by, the terms of any upstream supplier from whom TECHOM Systems sourced the goods. TECHOM Systems manages supplier recourse as a separate internal commercial matter. 

6. Financial Provisions & Liability 

6.1 Refund Method 

To comply with applicable anti-money laundering obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and card scheme rules, all authorised refunds will be processed to the same payment method used for the original transaction (same credit card, bank account, or payment gateway token). 

Where the original payment method is no longer available (for example, due to an expired card or closed account), TECHOM Systems will work with you to identify a compliant alternative refund method. Refunds will not be issued by cash or cheque. 

6.2 Exclusion of Consequential Loss 

To the maximum extent permitted by law, TECHOM Systems is not liable to you for any indirect, incidental, special, or consequential loss, or for any loss of profit, loss of revenue, loss of data, loss of business opportunity, or business interruption arising out of or in connection with the supply of goods, delay, defect, malfunction, installation issue, configuration issue, or warranty assessment process. 

However, this exclusion does not apply: 

• to any liability that cannot lawfully be excluded or limited under the Australian Consumer Law or any other applicable law;
• in relation to personal injury, death, or damage to tangible property caused by TECHOM Systems’ negligence, to the extent such liability cannot lawfully be excluded;
• to fraud or wilful misconduct by TECHOM Systems; or
• to any remedy expressly stated elsewhere in this Policy.

6.3 Data Backup Responsibility 

The customer is solely responsible for maintaining comprehensive data backups before any equipment deployment, firmware modification, or warranty return process. TECHOM Systems accepts no liability for data loss or corruption occurring during diagnostic testing or hardware repair, except to the extent that such liability cannot be excluded under the ACL. 

6.4 Liability Cap (Category B — Non-Consumer Transactions Only) 

For Category B transactions that are not consumer transactions under the Australian Consumer Law, and to the maximum extent permitted by law, TECHOM Systems’ total aggregate liability to you for all claims arising out of or in connection with the supply of the relevant goods is limited to the greater of: 

1. the price paid by you for the specific goods giving rise to the claim; and
2. the cost of repairing or replacing those goods.

This liability cap does not apply: 

• to liability that cannot lawfully be excluded or limited;
• to fraud or wilful misconduct by TECHOM Systems; or
• to any liability under clause 1.2 or clause 5.6 in relation to consumer-status transactions.

7. General 

7.1 Governing Law 

This Policy is governed by the laws of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Victoria. 

7.2 Severability 

If any provision of this Policy is found to be void, unenforceable, or invalid (including under the ACL unfair contract terms provisions), that provision is severed and the remainder of this Policy continues in full force. 

7.3 Amendments 

TECHOM Systems may update this Policy from time to time. Any updated version applies only to orders placed after the updated version is published on the website, unless a different effective date is expressly stated. 

The version of this Policy published on the website at the time your order is submitted will apply to that order. 

7.4 Contact Information 

For all warranty claims, return requests, and logistics inquiries, please contact us directly… 

TECHOM Systems Pty Ltd 

ABN: 41 849 985 686 

Address: Ground Floor/470 St Kilda Rd, Melbourne VIC 3004, Australia

Phone: 1800 867 669 

Email: [email protected] 

Website: www.techomshop.com.au