Shop Policy
Returns & Refunds Policy
Our returns process is designed to be fair, transparent, and fully compliant with the Australian Consumer Law. We stand behind every product we sell.
Your Consumer Guarantee Rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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
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 advertised at purchase.
Damaged in Transit
Arrived visibly damaged or with contents damaged during shipping.
Incorrectly Supplied
You received the wrong product or a different configuration to what you ordered.
Change of Mind
Please note: We are not obligated to accept returns for change of mind under Australian Consumer Law. However, we may consider change-of-mind returns at our discretion.
If you wish to return a product because you changed your mind, the following conditions apply:
- You must contact us within 7 days of delivery
- The product must be unopened, unused, and in its original sealed packaging with all accessories, manuals, and materials included
- A restocking fee of up to 15% may apply
- You are responsible for the cost of return shipping
Change-of-mind returns are not guaranteed and are assessed on a case-by-case basis.
How to Initiate a Return
Important: Do not send products back without an RMA number. Unauthorised returns will not be accepted.
Contact us
Email sales@onitsolutions.au with your order number, product details, proof of purchase, and reason for return. Include photos if the item is damaged or faulty.
Receive your RMA number
We will review your request and issue a Return Material Authorisation (RMA) number if approved. You must also comply with any reporting requirements from the product manufacturer.
Ship the product back
Return the product to us within 14 days of receiving your RMA number. Securely package the item, ideally in its original packaging.
We inspect and process
Once received, we'll inspect the product and notify you of the outcome within 5–10 business days.
Return Shipping Costs
Condition of Returns
- In their original condition with all original packaging, accessories, manuals, cables, and materials
- Free from physical damage not related to the reported fault
- Accompanied by proof of purchase (invoice or order confirmation)
Refunds & Replacements
If approved, we will at our option:
- Replace with an identical or equivalent item
- Repair the product
- Refund to your original payment method
For major failures under the ACL, you may choose between a refund or a replacement. Refunds are processed within 5–10 business days of approval.
Manufacturer Warranties
- Many products carry a manufacturer's 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 if the product has been subject to misuse, neglect, or unauthorised modification
Products Not Eligible for Return
- Software licences, digital downloads, or subscription products that have been activated or redeemed
- Products that have been custom-configured or built to your specifications
- Products damaged through misuse, neglect, or unauthorised modification
- Products returned without proof of purchase
- Products where the RMA window (14 days) has expired without return
Disputes
- Contact us first — we are committed to resolving disputes fairly and promptly
- If we cannot reach a resolution within 21 days, you may contact your state or territory consumer protection agency
- You may also contact the ACCC (Australian Competition and Consumer Commission) or NSW Fair Trading
Questions About Returns?
For returns, warranty claims, or any questions about this policy:
Last updated — August 2026