Warranty, Refund and Exchange Policy

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 or replaces those rights. Where any part of this policy conflicts with the Australian Consumer Law, the law applies.

Your consumer guarantee rights are not limited to the 90-day warranty period in section 6. They apply for a reasonable period having regard to the circumstances, including the device's price, age, condition and expected use.

Every device we sell is used. The law judges acceptable quality against what a reasonable consumer would expect given the price paid, the age and condition grade of the device, and anything we disclosed before you bought it.

Before purchase we disclose, on every listing:

• the condition grade, and a plain description of cosmetic wear (scratches, dents, screen marks)
• device age, model year, and battery health as a percentage of original capacity
• any known functional limitation (dead pixels, a non-working port, a missing accessory)
• storage, RAM and operating system version, and whether the manufacturer still supports it
• that the device is free of any corporate device management enrolment, firmware or BIOS password, and tracking or asset-recovery software

Much of our stock comes from retired corporate fleets. Devices from that source can arrive still enrolled in a device management system, or carrying a firmware password or asset-tracking agent, and an enrolment can reappear after a later erase even where the device looks clean. We check for this before a device is listed, and we will not list a device we cannot confirm is released.

If one gets past us, this may be a failure of a consumer guarantee. We will provide the remedy required by the Australian Consumer Law, including a refund or replacement where applicable.

We describe every known fault specifically and in words, on the listing, so that it is drawn to your attention before you buy. A condition grade on its own is not a disclosure of a fault. Because every device we sell is a single unit, we do not change a listing once it is published — if something changes we take it down and list the device again. The listing you bought from is the description that applies to your order, and we keep it after the sale. If you were not told about a fault before you bought, we treat it as undisclosed.

Our condition grades describe cosmetic condition only. Every device we sell passes the same functional tests regardless of grade. A Grade C device is not a device that works less well — it is a device that looks more worn. Any actual fault is disclosed separately on the listing, in words, and is never expressed as a lower grade.

A device is not faulty merely because it shows wear we disclosed, has a battery below 100% health, or is no longer eligible for the newest operating system. It is faulty if it fails in a way you would not reasonably expect for its price, age and grade — for example a device that stops charging, a screen fault we did not disclose, or a component that fails within its normal expected life.

This section applies if a device is faulty, unsafe, significantly different from its description or grade, or does not do what we said it would.

Major failure — you choose the remedy. You can have a refund to your original payment method, or a replacement device of the same type and of similar value, where such a device is reasonably available to us. You can also choose to keep the device and claim compensation for the drop in its value. We will not push you toward a repair or store credit.

You may also choose an exchange instead, if you would rather have a different device than the one you bought. This is something we offer in addition to your legal rights, not instead of them — you never have to take it, and choosing not to take it costs you nothing. If you exchange for a device that costs less, we refund the difference to your original payment method, not as credit. If it costs more, you pay the difference. We pay postage both ways. See section 4.

A failure is major if you would not have bought the device had you known about it, if it is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time, if it is significantly different from its description, or if it is unsafe.

Minor failure — we will repair the device, or at our option replace or refund it, within a reasonable time. If we refuse to remedy the failure, or do not do so within a reasonable time, you can then choose to reject the device and take a refund or a replacement, or keep it and recover from us the amount by which its value has dropped because of the failure. That choice is yours, not ours. You may ask for an exchange at any point in that process, but we will never offer one in place of telling you what you are entitled to.

In either case you may also claim compensation for any other reasonably foreseeable loss or damage caused by the failure.

How to claim: email support@accessibletech.com.au with your order number and a description of the problem, plus photos or a short video if the fault is visible. We respond within 2 business days and tell you whether to post the device or whether we will arrange collection.

Costs: we pay for return shipping on faulty devices, or reimburse your reasonable postage costs. You are never out of pocket to exercise a right under the Australian Consumer Law.

Proof of purchase: any reasonable proof works — your order confirmation email, a bank or card statement, or your account order history. We do not require the original packaging, and we do not require an invoice specifically.

You can exchange a device for a different one from our current stock in two situations. The terms differ, and which one applies depends on why you are exchanging — not on which one we would prefer.

Stock is single-unit. Every device we sell is one physical machine, so we cannot guarantee a particular model will still be available when your return reaches us. If it is not, we will offer you the closest equivalent, and you can take it or take a refund (fault) or store credit (change of mind) instead. That choice is yours.

The Australian Consumer Law does not require us to give you anything back if you simply change your mind. We choose to, as store credit.

Within 7 days of delivery you may return a device for store credit to the full value of the purchase price, provided the device:

• is in the same condition and grade as when it was delivered, with no new marks or damage
• includes all accessories and everything else that came in the box
• has been factory reset and signed out of all accounts

You pay return postage for change-of-mind returns, and we recommend a tracked service — the device is your responsibility until it reaches us, and we cannot issue credit for a device that does not arrive.

If it arrives in worse condition than it left, we will contact you before issuing anything and tell you what has changed, with photographs. We may then reduce the credit, but only by the reasonable cost of returning the device to the condition and grade it was in when we sent it, and we will show you how that figure was worked out. You can accept the reduced credit, or ask us to send the device back to you instead at your cost — and if you think our figure is wrong, section 9 applies.

Store credit is issued within 5 business days of us receiving and inspecting the device, is valid for 12 months, and can be used across our whole range. It is not transferable and is not exchangeable for cash.

This section is a voluntary courtesy and applies only to change of mind. If your device is faulty, unsafe or not as described, section 3 applies instead, you are entitled to a refund or replacement rather than credit, and the 7-day limit does not apply to you.

This is a warranty against defects. It is given in addition to your rights under the Australian Consumer Law and does not limit or replace them. The required information for this warranty is set out in the box at the top of this page.

Who gives this warranty: Omar Fahd trading as AccessibleTech, ABN 98 550 628 955, Ground Floor, 470 St Kilda Road, Melbourne VIC 3004, support@accessibletech.com.au, 0406 939 770.

Period: 90 days from the date the device is delivered to you.

What is covered: hardware faults that were not disclosed at the time of sale and were not caused by you — including the mainboard, screen, keyboard, trackpad, ports, speakers, camera, Wi-Fi and Bluetooth modules, and the charging system.

Battery: we do not set a single minimum battery figure across our range. Instead, every listing states that device's measured battery health as a percentage of original capacity at the time we tested it. The warranty covers the battery if, within the 90-day period, its health is more than 10 percentage points below the figure we published on the listing you bought from, or if it fails outright. It does not cover a battery that is performing consistently with the figure we disclosed.

We measure battery health using the device's own reported capacity — Apple's built-in battery health reporting on Mac and iPad, and the Windows battery report (powercfg /batteryreport) on Windows laptops — and we state the measurement date on the listing. Battery health is a point-in-time measurement and normal further decline over the warranty period is expected, which is what the 10 point tolerance allows for.

The 10 point tolerance is a term of this warranty only. It does not limit section 3: a battery that degrades faster than you could reasonably expect for the device's price and age may still be a failure of a consumer guarantee even if it sits inside the tolerance, and we will not cite the tolerance as a reason to refuse a section 3 claim.

What is not covered: accidental damage, liquid damage, cracked screens or casing from a drop, normal cosmetic wear, wear we disclosed at sale, software or operating system issues not caused by a hardware fault, third-party accessories, loss of data, and damage caused by unauthorised repair or opening of the device.

These exclusions limit what this voluntary warranty covers. They do not limit your rights under the Australian Consumer Law, and nothing in this list prevents you claiming under sections 1 to 3 — including for consequential loss such as data loss — where the law gives you that right.

What we will do: under this voluntary warranty we will repair the device, replace it with one of the same or better specification, or refund the purchase price. We choose which of those three. That choice is ours under this warranty only. It does not apply to a claim under section 3, where the choice of remedy may be yours rather than ours. We will tell you which we are doing and why before we act, and if you would rather pursue a section 3 remedy instead, you can do that at any time.

Repairs may use refurbished parts of equivalent quality and function. Replacement devices are refurbished, not new. See the repair notice in section 10.

What you must do to claim: email support@accessibletech.com.au within the 90-day period with your order number and a description of the fault. This 90-day notification period applies only to claims made under this voluntary warranty. It does not impose any time limit on your rights under the Australian Consumer Law, and if you are outside it we will tell you so and then tell you what section 3 gives you. Before sending the device, back up and remove your data and sign out of Find My, iCloud, or your Google or Microsoft account — we cannot service a device that is still locked to an account. Send the device to Ground Floor, 470 St Kilda Road, Melbourne VIC 3004, or wait for the prepaid label we will send you.

Who bears the expense of claiming: we do. We pay outbound and return shipping for warranty claims and provide a prepaid label, so you bear no expense in making a claim. If you post the device yourself with our agreement, email the receipt to support@accessibletech.com.au and we will reimburse reasonable postage within 5 business days.

Data: we cannot recover or preserve data on a device sent for warranty service, and devices may be wiped as part of a repair. Back up first. See section 10.

This warranty is in addition to, and does not limit, any other rights and remedies you have under the law. After the 90 days expire, the consumer guarantees in sections 1 to 3 still apply.

This section applies to the change-of-mind courtesy in section 5, the change-of-mind exchange in section 4, and the voluntary warranty in section 6. It does not apply to section 3. Nothing in this section limits, and nothing in it is intended to limit, any right you have under the Australian Consumer Law.

We cannot accept a device back under section 4 (change of mind), section 5 or section 6 where the device:

• has been reported lost or stolen
• has been physically modified from the configuration in which we sold it

Where a device is locked to an account, that is not a refusal — it is a step we have to complete first. We cannot service, resell or wipe a device that is locked, so we will ask you to sign out of the account or to verify that the account is yours, and we will help you do that. We will hold the device while we sort it out rather than sending it back, unless you ask us to send it back.

Where a device is faulty or not as described, section 3 applies regardless of anything in this section. If you have modified or opened the device, that does not by itself affect your rights under the Australian Consumer Law. A modification only matters if the device would not have had the failure you are claiming for had it not been modified. If the failure would have happened anyway, the modification is beside the point and we will assess your claim as though the device had never been modified.

If a modification caused the failure, a remedy under the consumer guarantees may not be available for that failure. We will assess the circumstances and explain our position in writing. This applies only to the failure the modification caused — anything else wrong with the device is unaffected, and we will say so rather than using one modification to close off every claim.

There is a separate situation worth knowing about. If the device had a fault when we sold it and has since been damaged or altered for reasons unrelated to that fault, the later damage may mean you can no longer hand the device back and take a refund, while leaving your right to claim compensation in money for the original fault intact. Where that is the position, we will tell you so.

If we consider that a modification caused the failure, we will explain the basis for that conclusion to you in writing, in specific technical terms you can put to someone else, and you can take it to section 9.

If you send us a device that we cannot accept back under this section, we will contact you and return it to you at our cost.

If a device arrives damaged, or does not arrive at all, contact us. We will provide the remedy required by the Australian Consumer Law, including a refund or replacement where applicable. Devices lost or damaged in transit on their way to you are our responsibility, not yours.

Contact us first at support@accessibletech.com.au or 0406 939 770. We aim to resolve complaints within 10 business days.

If you are not satisfied, you can contact Consumer Affairs Victoria on 1300 55 81 81, which offers a free conciliation service for disputes with traders. If conciliation does not resolve it, you can apply to the Victorian Civil and Administrative Tribunal (VCAT) at vcat.vic.gov.au, which can make binding orders in consumer disputes.

You can also report the matter to the ACCC at accc.gov.au. The ACCC does not resolve individual disputes or obtain refunds for individual consumers, but it does use reports to identify patterns and take enforcement action.

Nothing in this policy stops you doing any of these things at any time, and you do not have to come to us first.

This repair notice is given under the Australian Consumer Law. It applies to any device you send us for repair, whether under the warranty in section 6 or under section 3.

We give you this notice separately, in writing, before we accept your device for repair — not at the same time, and not afterwards — and we leave you enough time to read it and decide whether you want the repair to go ahead at all.

If you send us a device for assessment rather than for immediate repair, we will give you this notice with the assessment result and before any repair work begins. We will not treat the device as accepted for repair, and we will not start work on it, until you have had this notice and told us to proceed.

User-generated data means anything stored on the device that you put there — files, photos, messages, settings, accounts and installed applications. We do not back it up for you and we cannot recover it once it is gone. Back up before you send the device.

Version 1.6 — 9 September 2026. The commitment in section 2 to save a copy of each listing at the time of order and to supply that copy on request has been removed. Section 2 now records that a listing is not changed once it is published, that a device is taken down and listed again if anything about it changes, and that the listing a device was bought from is the description that applies to the order and is kept after the sale. The treatment of undisclosed faults is unchanged in substance: a fault you were not told about before you bought is treated as undisclosed.

Version 1.5 — 9 September 2026. Section 1 revised to avoid characterising the likely duration of ACL guarantees for laptops and tablets generally. Section 2 revised so corporate device management, firmware and tracking failures are not automatically classified as a particular statutory remedy. Section 3 revised to remove the nationwide limitation-period statement and avoid presenting a general statutory six-year period. Section 7 revised so that a modification-caused failure is described as potentially affecting the availability of a consumer guarantee remedy, rather than the policy declaring the legal conclusion. Section 8 revised so damaged or non-delivered devices are not automatically characterised as major failures.

Version 1.4 — 9 September 2026. Warranty remedy wording in section 6 scoped expressly to the voluntary warranty, with a statement that the choice of remedy may belong to the customer on a consumer guarantee claim. Durability statement in section 1 tied to the price, age and grade of the individual device rather than to laptops and tablets generally. Section 2 now discloses device management enrolment, firmware passwords and asset-tracking software as part of pre-sale disclosure, and records the check we run before listing.

Version 1.3 — 9 September 2026. Time limits in section 3 corrected. The previous version stated that a claim had to be brought within three years of becoming aware of the failure. That is the limit the Australian Consumer Law sets for claims against manufacturers; it does not govern claims against us as supplier, where the deadline comes from state and territory limitation legislation. The corrected text no longer states a three-year statutory limit, and the voluntary three-year commitment is now expressly a floor rather than a ceiling. Section 7 corrected: where a modification caused the failure, the previous version wrongly suggested a compensation claim would survive. It does not — there is no guarantee failure in that case — and the section now separates that situation from the different case of a pre-existing fault followed by unrelated later damage, where the right to return the device may be lost but the money claim survives.

Version 1.2 — 9 September 2026. Repair notice now given before we accept a device for repair, rather than at the time of acceptance, with a separate rule for devices sent in for assessment, and the notice now states on its face that it is given under the Australian Consumer Law. Section 7 modification test rewritten: a modification only matters where the failure would not have occurred without it, and where it does matter the section now distinguishes the loss of the right to return the device from the surviving right to claim compensation. Major-failure replacement wording aligned to the statutory formulation (same type, similar value, reasonably available). Warranty claim procedure now states expressly that the 90-day notification period is a term of the voluntary warranty only.

Version 1.1 — 9 September 2026. Required warranty information and the mandatory consumer guarantees text moved to a prominent box on page 1. Repair notice added (section 10). Section 7 rewritten so that it no longer applies to consumer guarantee claims, with a causation test for modification and account-lock treated as a verification step. Time limits in section 3 restated accurately, with a voluntary three-year commitment added. Minor-failure remedies expanded to include compensation for reduction in value. Warranty exclusions expressly stated not to limit consumer guarantees or consequential loss claims. Change-of-mind credit reductions tied to stated criteria with a right to have the device returned. Consumer scope, listing-snapshot commitment, battery tolerance carve-out and VCAT referral added. Section 8 rewritten to give the consumer the choice of remedy. Publication date set.

Version 1.0. Initial version.

We keep every published version of this policy. The version that applies to your order is the version in force on the date you placed it. Email support@accessibletech.com.au for a copy. The current version is always at accessibletech.com.au/warranty.