30-Day Money Back Customer Guarantee
Our goal is to give you a consistently great customer experience, from your initial purchase to delivery and throughout the life of your product. This Customer Guarantee explains what you can expect from Macfixit Australia and how we hold ourselves accountable every day.
We make the following guarantees:
1. We will give you a money-back guarantee on our products.
We will treat you with courtesy and respect.
Brand-new products – 30-day change of mind
If you change your mind about a new, unused item purchased from us, contact us within 30 days of delivery for a Return Authorisation Number (RMA#). An RMA# does not automatically guarantee a refund. Returns without an RMA# may be rejected.
- A 15% restocking fee is deducted from the refund.
- Return postage is paid by you.
- Items must be complete and in good working order, in their original packaging with all accessories, manuals and tags.
- Items with missing packaging, scratches or other damage may be declined, or may be subject to a restocking fee of up to 50%, at our discretion.
- Change-of-mind returns are not accepted after 30 days.
Refurbished devices – 3-day change of mind
- Contact us within 3 days of delivery.
- There’s no restocking fee for refurbished devices restored by Macfixit Australia, provided the device is returned in the same condition as shipped. Return postage is free, and we’ll send you a return label.
- Apple factory-refurbished, sealed units can be returned for change of mind only if they’re still factory-sealed and undamaged. A 15% restocking fee applies. Opened, used or unsealed units can’t be returned for change of mind.
- Physical damage (drops, dents, scratches, cracked glass) or liquid damage voids a change-of-mind return. In that case, the device may be sent back to you at your expense.
Faulty or incorrectly supplied products
If your order contains a faulty product or the wrong item, we’ll send you a free return label. There’s no restocking fee and no return shipping cost. Once the fault is confirmed, we’ll repair, replace or refund as required under the Australian Consumer Law. Nothing in this guarantee limits your rights under the Australian Consumer Law.
Refunds
Refunds are made to your original payment method within 7 business days of us inspecting the returned item.
Not returnable for change of mind: gift cards and store credit, digital downloads once delivered, special-order or custom-configured items, and opened or used consumables where hygiene applies (e.g. in-ear products). These items are still covered if faulty.
For full details, please see our Refund Policy.
2. We will answer your questions at your convenience.
You can contact us about any order or product issue through our Contact Us page.
3. We will quickly address any problem you experience.
If you receive a faulty product or an item that was supplied incorrectly, we promise to fix the issue as quickly as possible.
Every Macfixit Australia employee is dedicated to meeting the commitments above and exceeding your expectations. We’re working hard to serve you better and we listen carefully to your feedback. If you have any thoughts about this Guarantee or your experience with us, please share them by email. We take all feedback seriously.