Last updated: September 2026
Returns & Refunds Policy
Hardware and technology products ordered through the OnIT Solutions shop are fulfilled from our distribution warehouse in Kurnell, NSW. Our returns process is governed by our supply terms and the Australian Consumer Law (ACL). This page sets out your rights and obligations when returning goods.
The most important thing to know: you must inspect all goods on delivery and report any damage, defects, or incorrect items in writing within 7 days of delivery. This is a strict condition — late notification will affect your entitlement to a remedy.
Nothing in this policy limits your rights under the Australian Consumer Law. To initiate a return, contact our team using the details at the bottom of this page.
Your Australian Consumer Law Guarantee Rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair, or refund if a product:
- Has a major fault or defect
- Is not fit for its intended purpose
- Does not match the description, sample, or specifications
- Is not of acceptable quality
These rights apply regardless of any manufacturer warranty period. Nothing in this policy excludes, restricts, or modifies your rights under the ACL.
Eligible Returns
The following circumstances qualify for a return. All returns require an approved RMA number before goods are sent back.
Faulty or Defective
Arrived with a defect or developed a fault during normal use within the warranty period.
Not As Described
Does not match the product listing, description, or specifications confirmed at the time of purchase.
Damaged in Transit
Arrived visibly damaged or with contents damaged during shipping. Must be reported within 7 days of delivery.
Incorrectly Supplied
You received the wrong product or a different configuration to what was on your order confirmation.
Change of Mind
Please note: We are not obligated to accept change-of-mind returns under Australian Consumer Law. Returns of correctly supplied goods are accepted at our discretion and are subject to the conditions below.
If we agree to accept a change-of-mind return, the following conditions apply:
- You must notify us within 7 days of delivery.
- Goods must be unopened, unused, and in original sealed packaging with all accessories, manuals, and components included.
- If approved, a credit note will be issued for the price paid. Cash or card refunds are not available for change-of-mind returns.
- You are responsible for all return freight costs.
- Returns that arrive in opened or used condition will not be accepted and will be returned to you at your cost.
Return Eligibility at a Glance
A quick reference to what is and is not covered under this returns policy.
How to Initiate a Return
Important: Do not send goods back without a confirmed RMA number. Unauthorised returns will not be accepted and may be returned to you at your cost.
Contact OnIT Solutions
Email sales@onitsolutions.au with your order number, product details, proof of purchase, and the reason for return. Include photos of any damage or fault.
Receive your RMA number
We will assess your request and issue a Return Material Authorisation (RMA) number if approved. You must comply with any reporting requirements from the manufacturer.
Ship the product within 14 days
Return goods to the address provided with your RMA within 14 days of the RMA being issued. Pack securely in original packaging. You are responsible for return freight costs.
We inspect and resolve
Once received, we inspect the product and notify you of the outcome. We will either replace it with an equivalent product or issue a credit for the price paid.
Refunds & Replacements
For approved returns, we will at our option:
- •Replace with an identical or equivalent product
- •Repair the product
- •Issue a credit for the price paid
For major ACL failures, you may choose between a refund or a replacement. Change-of-mind returns receive a credit note only — not a cash or card refund.
Return Freight Costs
You are responsible for return freight costs in all circumstances. This applies to faulty goods, damaged-in-transit goods, incorrectly supplied goods, and change-of-mind returns.
Please use a tracked service and retain your freight receipt. We are not responsible for goods lost or damaged in return transit.
Manufacturer Warranties
- •Many products carry a manufacturer warranty in addition to your ACL consumer guarantee rights.
- •For warranty claims, we will coordinate with the manufacturer on your behalf where possible.
- •Warranty does not apply to products subject to misuse, neglect, unauthorised modification, or use outside manufacturer specifications.
Products Not Eligible for Return
- •Software licences, digital downloads, or cloud subscription products that have been activated or redeemed.
- •Products custom-configured or built to your specifications.
- •Products damaged through misuse, neglect, or unauthorised modification.
- •Products returned without proof of purchase.
- •Products where the 14-day RMA return window has expired.
Disputes
- •Contact us first — we will work to resolve any dispute fairly and promptly.
- •If we cannot reach resolution within 21 days, you may escalate to your state or territory consumer protection agency.
- •You may also contact the ACCC (Australian Competition and Consumer Commission) or NSW Fair Trading.
Lodge a Return or Report a Delivery Issue
Contact our team to initiate a return, report a delivery issue, or ask a question about this policy. Monday – Friday, 9:00 AM – 5:30 PM AEST.