ITShop Sale Policy

Warranty, Exchange, Refund & Returns

In addition to the rights and warranties of the customer (“you”, “your”) under the Competition and Consumer Act 2010 (Cth) including the Consumer Guarantees of the Australian Consumer Law, ITShop (“our”, “we”) offers the following sale policy.

To make it clear, we offer the following sale policy in addition to your consumer rights: Consumer Guarantees.
When we refer to “ITShop” we mean any of our various retail locations: Store Locations.

Currently, goods and services are non-transferable between ITShop locations.
This means you must return to the store location relating to the product or service you sought from us.
We’re looking continually improve your customer experience in the future, including the ability to seek assistance at any ITShop, so keep checking this page for updates on our improvements to inclusions in our policies.

There may be further terms and conditions that apply to transactions at ITShop. By making a purchase for a product or service, you agree to the terms listed below along with our Privacy Policy and other applicable policies.

    1. ITShop sells and provides goods and services to end-user customers and, to the extent permitted by applicable law, we reserve the right to refuse or cancel orders or purchases if we reasonably suspect you are purchasing for resale.
    1. ITShop reserves the right to change prices for products displayed at our stores at any time, and to correct any errors that may occur.
    1. ITShop reserves the right to limit the number of products available for customer purchase up to and including the number of products available on a per customer basis.
    2. We reserve the right to change the available quantities from time to time, including during transaction processing.
    3. In the event that we cannot supply a product or service you required, we will cancel your transaction and refund the purchase price in full.
    1. ITShop may, in its sole discretion, refuse or cancel any booked in job or limit the quantity of repairable devices booked in by you.
    2. We may also require additional qualifying information prior to accepting or processing any item under our Service Agreement.
    3. On signing our Service Agreement and payment of the diagnosis fee up to $99, this does not signify ITShop’s ability to adequately remedy or repair your device, as ITShop is simply engaged to conduct a diagnosis as a prerequisite to repair.
    4. Once the diagnosis is complete, it is up to our discretion to determine whether we are able to provide a service pursuant to the consumer guarantees, and in such instance we determine adequate capability, we will contact you for express approval to proceed with the repair or remedy.
    5. After receiving your express consent for an additional fee up to $99, we are able to deliver the device to a third-party repairer for diagnosis, if we determine we are unable provide a service with due care and skill.
    6. The total cost for a diagnosis period, including third party, will not exceed $198.
    7. This repair or remedy will reasonably attract further fees which will be discussed with you prior to receiving your express approval to proceed with the service.
    8. In the instance ITShop has completed the diagnosis and identifies that the repair cannot be completed with due care and skill, or will be unable to complete the repair in a reasonable time, you will be contacted to collect your device.
    9. ITShop reserves the right to reduce or refund the applicable fee on a case by case basis at our sole discretion, however you are not entitled to a refund in the instance we are unable to complete a repair following our diagnosis period.
    10. Any clause in this section does not exclude your statutory rights where applicable under the Australian Consumer Law.
    1. The Disposal of Uncollected Goods Act 1967 (Qld) covers inspection, custody, storage, repair and other treatment of goods.
    2. Under this Act, uncollected goods may be sold six months after the date on which they were ready for collection.
    3. ITShop reserves the right, after notifying you that your goods were ready for collection, to:
      1. remove your goods from the location at which they were abandoned; and
      2. store them securely in a different location;
      3. not take the above actions under 5(c)(i)-(ii) until after a duration of three (3) months has passed.
    4. ITShop will at six (6) months and one (1) day after the goods were abandoned, place an advertisement in newspapers with:
      1. state-wide; and
      2. local;

      circulation advertising that the goods are uncollected.

    5. If after this time you do not notify us within 28 days after the advertisement is placed, we will sell the goods at public auction.
    6. At this time after the goods have been sold, we will deduct our costs for:
      1. reasonable storage; and
      2. advertising (see clause 5(d)); and
      3. insurance.
    7. Where there remains excess money from the sale of the goods, we will notify you of this amount.
    8. You will have fourteen (14) days to collect this amount from us.
    9. After the expiration of the fourteen (14) day period, all unclaimed money will be paid to the Public Trustee.
    1. When you place an order with us for a:

      1. custom built system;
      2. custom product;
      3. custom order not covered under (i) or (ii);

      a 15% deposit is required.

    2. ITShop reserves the right to modify the applicable fee on a case by case basis at our sole discretion.
    1. At ITShop we pride ourselves on providing products and services that you’ll love but we understand that from time to time this may not always be what you believe you wanted. In such an event, this policy applies.
    2. The application of this policy is to always be read as in addition to your statutory rights guaranteed and entitled to you under the Australian Consumer Law and other applicable Australian consumer protection law and/or regulation.
    3. There will be limits discussed in this policy but these are subject to your statutory rights; such limits impact your ability to return and obtain a refund for certain products.
    4. We are not required to provide you a refund if you change your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it regarding the goods or services for which you asked.
    5. Otherwise for refunds not falling under clause 7(d) but subject to the Consumer Guarantees, products can be returned within twelve (12) months of the purchase date provided:
        1. a proof of purchase is shown;
        2. they are unused;
          1. where sealed packages are neatly opened; and
        3. they can be re-sold.
    6. Products in the first instance should be returned only to the original store of purchase, particularly if you wish to return more than 5 of one item.
    7. CLEARANCE, MARKDOWN, or SALE items can only be returned if incorrect information was displayed on the item ticket. You cannot return products bought under the CLEARANCE, MARKDOWN, or SALE tickets if you simply change your mind or make the incorrect selection. This clause does not exclude your statutory rights under the Australian Consumer Law.
    8. Open software cannot be returned if you are able to read the software license before opening its packaging, where the seal of the software license is situated on the outside of the package. This clause does not exclude your statutory rights under the Australian Consumer Law or applicable Consumer Law or regulation.
    9. ITShop reserves the right to remit refunds by bank transfer or other reasonable payment method where returns to us are made for cash, cash equivalent, and cheque transactions over $300.

    1. Additional to the Australian Consumer Law, items under $100 may be refunded under this change of mind policy without question providing:
      1. the item is returned with a proof of purchase; and
      2. within 7 business days of the purchase date; and
      3. all packaging is kept intact to a resellable condition; where
        1. in the case of sealed packages the package is neatly opened.
    2. Where the item is not in a resellable state we reserve the right to charge a reasonable restocking fee not exceeding 15% of the purchase price.
    3. Unfortunately not all items are viable under this change of mind policy. Items excluded from this change of mind policy are:
      1. batteries;
      2. consumables;
      3. custom orders;
      4. electrical components;
      5. hard drive caddies;
      6. headphones;
      7. ink;
      8. PC components;
      9. spare parts;
      10. tools.
    4. You may still seek a remedy arising from your statutory rights under the Australian Consumer Law where applicable for the products listed at 8(c)(i)-(x).
    5. For change of mind on items over $100, we reserve the right to:
      1. refuse a refund; or
      2. charge a reasonable restocking fee not exceeding 15% of the purchase price;
      3. waive the applicable restocking fee on a case by case basis at our sole discretion where an item excluded from the change of mind policy over $100 remains sealed in its sale packaging.
    6. We reserve our rights to refuse to provide a refund for change of mind, where this section does not exclude your statutory rights under the Australian Consumer Law.


    1. In the instance you require the cancellation of a service provided by us, we are not required to provide a refund if you change your mind about such services.
    2. You will have no right to cancel the services performed, including the diagnosis fee, where express consent is given under our Service Agreement.
    3. You will have no right to receive a refund on the services performed. This clause does not exclude your statutory rights under the Australian Consumer Law.
    4. We will refund you the charge for the services that have not been performed up until the time of your cancellation, if applicable.
    5. Where goods and services were purchased together under our Custom Order Policy (section 6 above) or any other applicable policy, we reserve the right to charge a restocking fee not exceeding the total deposit percentage of 15%.
    6. Where the total deposit percentage has been reduced or waived, we reserve the right to charge the full amount upon cancellation due to your change of mind.
    7. We may refund in part or in whole, at our discretion, any applicable diagnosis fee or fee for services performed in the instance you choose to change your mind or cancel your contract with us for reasons other than a major failure.
    1. The applicable warranty periods set out below are provided in addition to, without limiting or replacing, the Australian Consumer Law, or where a difference in warranty period arises, whichever period is greater.



    Refurbished devices

    3 MONTHS

    Batteries, small electronic devices

    3 MONTHS

    Small parts (Mobile/Computer)

    6 MONTHS

    Computer Repairs

    12 MONTHS

    Retail products

    12 MONTHS

    Mobile device screen replacements


    PCs – ITShop Custom Desktops

    36 MONTHS

    PCs – Third Party Branded (HP, Asus, Lenovo, Acer)

    Manufacturer’s Warranty

    1. Battery warranty includes fitted batteries installed in purchased devices.
    2. ITShop will cover all retail products for twelve (12) months. If a fault occurs outside of this warranty and the manufacturer has provided extra warranty direct to you, you may contact the manufacturer directly.
    3. Lifetime warranty is the reasonable time that the item is expected to operate where the item is used according to its proper function.
    4. ITShop Custom desktops include parts and labour in the warranty period.
    5. Where a fault occurs during the manufacturer’s warranty period, including for custom parts at (e), ITShop will liaise with the device or part manufacturer to seek repair or replacement.
    1. ITShop will assist with the delivery of devices covered under the manufacturer’s warranty direct to the manufacturer or an authorised repairer.
    2. For all other devices not covered under warranty policies, we are able to provide a repair service subject to our Service Agreement (section 4 above) and applicable fees.
    3. In the instance that something does not perform the way you expect it to after purchasing a service from us, we will rectify the fault free of charge.
    4. If further issues arise due to circumstances outside of our control then you are entitled to a refund of the repair cost, less the applicable diagnosis fee.
    5. We have the right to retain all new parts used if a refund is provided.
    6. We may refund the entire cost from time-to-time at our discretion.
    1. ITShop may at its discretion during the course of repair or rectification provide refurbished devices or parts.
    2. Refurbished parts may be used to repair the goods and goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired.
    3. Device replacements fall under the warranty period of the original device.
      1. This means that any replacement devices do not extend your warranty period.
      2. This also means that such replacement devices must be reasonably expected to perform according to the age and reasonable functionalities of the device.
    4. Any clause in this section does not exclude your statutory rights where applicable under the Australian Consumer Law.

ITS_LGA512 v3.0 – 1 MAR 2017
ITS_LGA512 v2.1 – 1 JUL 2014
ITS_LGA512 v2.0 – 1 JAN 2011
ITS_LGA512 v1.0 – 1 JUL 2008