// Returns & warranty

Refund and Returns Policy

Your rights under the Australian Consumer Law, our 12-month warranty, 14-day change-of-mind returns on ready-to-ship products, and how to cancel or return an order.

At Elite Gaming PCs we hand-build and test every system before it leaves our bench, so problems are rare. If something does go wrong, or you change your mind about a ready-to-ship product, this policy explains what we will do and how to get help quickly.

Situation	What you can expect
Faulty or not as described	A repair, replacement or refund under the Australian Consumer Law, plus our 12-month warranty
Change of mind	Return within 14 days of delivery. Ready-to-ship products only, in as-new condition
Custom builds	Not returnable for change of mind, but fully covered if anything is faulty
Cancelling an order	Full refund any time before your order is dispatched
Refund timing	Processed within 5 business days of approval, back to your original payment method
Contact	sales@elitegamingpc.com.au

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits these rights. Our 12-month warranty and our change-of-mind returns are extra benefits on top of them.

Major and minor failures

A problem is a major failure if you would not have bought the product had you known about it, if the product is significantly different from its description, if it is substantially unfit for its purpose and cannot easily be fixed, or if it is unsafe. For a major failure you can choose a refund or a replacement. For a minor failure, we can choose to repair, replace or refund within a reasonable time.

Our 12-month warranty

Every product we sell comes with a 12-month warranty from the date of delivery. That includes hand-built gaming PCs and workstations, desktop computers, laptops and refurbished products.

Every order includes a printed warranty card in the box, with your warranty terms and how to make a claim. Keep it with your order confirmation email.

What is covered

Faults in parts or workmanship that appear with normal use.
Components that fail, such as a graphics card, motherboard, power supply, memory or storage drive.
Assembly issues, such as a loose cable or a part that was not seated correctly.

What our warranty does not cover

Damage from accidents, drops, liquid or power surges.
Damage from misuse, physical modification, or overclocking beyond the settings we shipped.
Faults caused by parts, software or viruses that we did not supply.
Cosmetic wear from normal use.

Adding or upgrading parts yourself does not void the warranty on the rest of your system. These exclusions apply to our warranty only. They do not limit your rights under the Australian Consumer Law.

Please back up your files before any repair, because a storage drive may need to be replaced or reset.

Laptops and brand-name products

Laptops and brand-name computers also come with their manufacturer’s warranty. You can always come to us first, and we will either handle the claim or help you with the manufacturer.

How to make a warranty claim

Email sales@elitegamingpc.com.au with your order number, a description of the problem and, if you can, a photo or short video.
We aim to reply within 1 business day. Many issues can be fixed quickly with remote troubleshooting.
If your product needs to come back to us, we will email you the return address and instructions. Please do not send anything back before you hear from us.
We inspect the product, then repair it, replace it or refund you in line with the Australian Consumer Law, and keep you updated by email.

Who pays for shipping

For valid warranty claims, we pay reasonable shipping costs to and from us. Within Australia we arrange the courier for you. For orders delivered outside Australia, please contact us first and we will agree the most practical option, such as a replacement part or a return at our cost. If you have already paid a reasonable cost for a valid claim, email us the receipt and we will reimburse you.

If we find no fault, or the problem is not covered, we will explain why and tell you about any costs before doing further work.

Change-of-mind returns (14 days)

If you change your mind about a ready-to-ship product, you can return it within 14 days of delivery.

Products you can return

Ready-to-ship products bought exactly as listed on our website, including pre-built gaming PCs, workstations, desktop computers and laptops.

Products you cannot return for change of mind

Custom builds quoted and built to your specification.
Products changed or upgraded at your request.
Products that are damaged, marked, or missing parts, accessories or packaging.

Conditions

Tell us within 14 days of delivery by emailing sales@elitegamingpc.com.au with your order number. We will send you the return address.
The product must be in as-new condition, with all accessories, cables, manuals and the original packaging.
You pay the return shipping. Please use a tracked and insured service, because the product is your responsibility until it reaches us.

Your refund

Once we receive and check the product, we refund the price you paid for it within 5 business days. Original delivery fees are not refunded for change-of-mind returns. If a returned product is not in as-new condition, we will contact you to discuss your options before doing anything else.

Cancelling an order

You can cancel any order for a full refund at any time before it is dispatched. Email us your order number as soon as possible and we will confirm the cancellation.

If you have already paid, we refund the full amount, including delivery.
If your bank transfer has not been made yet, we simply cancel the order.
Once an order has been dispatched it can no longer be cancelled. Ready-to-ship products can still be returned under our 14-day change-of-mind policy, and every product is covered for faults.

Damaged or missing items on delivery

We pack every system carefully for the trip, but transit damage can happen. Please check your order as soon as it arrives.

If the box is visibly damaged, take photos before opening it and note the damage with the courier if you can.
Tell us as soon as possible, ideally within 2 business days, and keep all the packaging.
We will arrange a repair, replacement or refund at no cost to you.

How refunds are paid

Refunds go back to your original payment method. Bank transfer payments are refunded to the account they came from, and we confirm the account details with you by email before sending.
Approved refunds are processed within 5 business days. Your bank may take 1 to 3 business days to show the funds.
For orders outside Australia, refunds are paid in Australian dollars, so the amount you receive may differ because of exchange rates and bank fees.

Contact us

For returns, warranty claims and cancellations, email sales@elitegamingpc.com.au with your order number, or use our contact page.

Elite Gaming PCs, Gregory Hills, NSW.

If we cannot resolve a problem together, you can contact NSW Fair Trading or the consumer protection agency in your state or territory.