Frequently asked questions
Refurbished computers
Section titled “Refurbished computers”Is a refurbished computer reliable?
Section titled “Is a refurbished computer reliable?”Yes, and often more so than a new budget machine at the same price. Most stock is ex-business hardware, built to a higher standard than consumer models, and every device is tested for performance, functionality and cosmetic condition before it ships. See What “refurbished” actually means.
Do you sell brand-new computers too?
Section titled “Do you sell brand-new computers too?”Yes. Alongside refurbished stock we sell Brand New (factory-sealed) and Open Box (opened but unused) items.
One important difference: brand-new items cannot be returned for change of mind. Refurbished ones can, within 14 days. See Returns and refunds.
Will it run [some program]?
Section titled “Will it run [some program]?”Ask us. Tell us what you need to run and we’ll tell you what will handle it, including when a cheaper machine is plenty. See Choosing the right computer.
Grading and condition
Section titled “Grading and condition”What do the grades mean?
Section titled “What do the grades mean?”Cosmetic condition only, from Premium (no signs of use) through Excellent, Good, and Fair (visible signs of use). All are fully functional; grade tells you about the case, not the computer. See Understanding our grading.
My computer has a scratch. Is that a fault?
Section titled “My computer has a scratch. Is that a fault?”If you bought Good or Fair, no. Visible wear is what those grades mean, and it’s why they cost less. Cosmetic damage isn’t covered by the warranty. If the wear is well beyond what the grade describes, tell us.
Warranty
Section titled “Warranty”How long is the warranty?
Section titled “How long is the warranty?”12 months on all devices, covering hardware faults, for orders placed from 1 September 2025. Orders before that date carry the original 6-month term. An 18-month extended warranty is available for an additional cost.
See Our warranty.
Does a warranty claim cost me anything?
Section titled “Does a warranty claim cost me anything?”No. A genuine hardware fault is repaired at no charge.
What isn’t covered?
Section titled “What isn’t covered?”Software (including the operating system, crashes and data recovery), battery capacity loss over time, cosmetic damage, accidental damage, liquid damage, and unauthorised repairs. Data loss isn’t covered either, so back up before you send a machine in.
Is my data safe during a repair?
Section titled “Is my data safe during a repair?”Back it up first. We are explicitly not responsible for loss of files, photos or documents, and a repair may involve replacing or reimaging the drive.
Returns
Section titled “Returns”Can I return it if I change my mind?
Section titled “Can I return it if I change my mind?”Yes, within 14 days, no questions asked, on refurbished items. You pay return postage, the original postage isn’t refunded, and it must come back in the condition it arrived in with everything that was in the box.
Brand-new items can’t be returned for change of mind. See Returns and refunds.
It arrived faulty. What now?
Section titled “It arrived faulty. What now?”Report it within 14 days and you’re entitled to a refund or replacement. Take photos before you unpack any further, and don’t power on a physically damaged machine. See Arrived damaged or faulty.
Software
Section titled “Software”Does it come with Windows?
Section titled “Does it come with Windows?”Yes, and it’s activated. See Windows licensing.
Does it come with Microsoft Office?
Section titled “Does it come with Microsoft Office?”No, it’s a separate product with a separate cost. The free web versions of Word and Excel are fine for most people.
Do I need antivirus?
Section titled “Do I need antivirus?”Windows Defender is built in, on by default, and good enough for most people. Don’t run two antivirus products at once.
Buying, delivery and payment
Section titled “Buying, delivery and payment”How long will delivery take?
Section titled “How long will delivery take?”Allow 1 to 3 business days for processing (2 to 7 during sales), then 1 to 5 business days for delivery. You’ll get a tracking number by email when it ships. See Delivery and pickup.
Can I pick up instead?
Section titled “Can I pick up instead?”Yes. Choose “Pick Up” at checkout and collect from our Hallam warehouse. Wait for the email telling you it’s ready.
How can I pay?
Section titled “How can I pay?”Credit and debit cards, and PayPal. Bank transfer is available for bulk orders.
Do desktops come with a monitor, keyboard and mouse?
Section titled “Do desktops come with a monitor, keyboard and mouse?”Check the listing before you order. See What’s in the box.
Can I upgrade the memory or storage later?
Section titled “Can I upgrade the memory or storage later?”Usually, because most business machines are designed to be opened. Tell us your model and what you want to achieve and we’ll tell you exactly what part you need. See Upgrading memory and storage.
Old computers
Section titled “Old computers”What happens to the data on machines you take in?
Section titled “What happens to the data on machines you take in?”Every device is professionally wiped using industry-standard software that meets Australian privacy standards, before anything else happens to it. Business customers can request a certificate of data destruction. See Data wiping and destruction.
Isn’t deleting my files enough?
Section titled “Isn’t deleting my files enough?”No. Deleted files (even after emptying the Recycle Bin) are recoverable with free software, and so is a quick format. This is the most common way people give away their own data. It’s worth two minutes: Data wiping and destruction.