Arrived damaged or faulty
First: take photos
Section titled “First: take photos”Before you unpack any further. Photograph:
- The outside of the box, including any crushing, puncture or water damage
- The packaging inside, as you found it
- The damage to the device itself
- The shipping label
This is the whole ballgame for a transit claim. Photos taken after you’ve unpacked everything and binned the box are much harder to act on.
Don’t try to power it on
Section titled “Don’t try to power it on”If there’s visible physical damage (a cracked screen, a bent chassis, anything rattling), don’t turn it on. Powering up a physically damaged machine can turn a repairable problem into a destroyed one, and it can be genuinely unsafe if the battery is damaged.
If a laptop battery is swollen, punctured or leaking, put the device somewhere safe, away from anything flammable, and call us straight away. Don’t press the power button.
Keep the packaging
Section titled “Keep the packaging”All of it, until the claim is resolved. It’s evidence, and it’s also the safest thing to send the device back in.
Contact us straight away
Section titled “Contact us straight away”Get in touch with your order number, your photos, and a description of the damage.
Within 14 days. Transit damage also gets harder to pursue with the courier the longer it’s left.
It’s not damaged, but it doesn’t work
Section titled “It’s not damaged, but it doesn’t work”No physical damage, but it won’t start, or something on it doesn’t work.
First, rule out the simple things. It’s often a cable or a power point rather than the computer. Work through Computer won’t turn on; it takes five minutes and resolves a lot of these.
If you’ve done that and it’s genuinely dead on arrival, tell us. Within 14 days of receipt, a faulty device qualifies for a refund or replacement once it’s returned to us. We may need to assess it first.
What’s not covered
Section titled “What’s not covered”Physical or liquid damage caused after delivery isn’t covered under DOA or the warranty. That’s why the photos and the “don’t power it on” advice above matter: they establish that the damage arrived with the device.
Your rights
Section titled “Your rights”If a device is dead on arrival, that’s a major failure under Australian Consumer Law, and the choice between a refund and a replacement is yours, not ours. See Our warranty.