Returns Policy


When can you return your product?

If you change your mind and wish to return your products for any reason after accepting delivery, we will happily offer an exchange or refund provided that:

(a) the Goods are returned to us, or a Returns Application Form is submitted to us (whether via our website or otherwise, within ten (10) days of the date of acceptance of delivery of the product;

(b) proof of purchase from 13 IT is provided by way of an original receipt or tax invoice or other evidence of payment; and

(c) where possible, the products have been returned in its original packaging and not opened and is in seleable condition.
In addition, we will also be happy to provide you with an exchange or refund, or have the product repaired (whichever the case may be), if the product sold to you is faulty, defective, or not fit for their intended purpose or of unacceptable quality (through no fault of the Customer) provided that:

(a) proof of purchase from 13 IT is provided by way of an original receipt or tax invoice or other evidence of payment; and

(b) where possible, the products have been returned in its original packaging  and is not opened is in seleable condition.  

This right is in addition to any rights that you may have under the Australian Consumer Law and other relevant legislation. Our products 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 for 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.

What products can be returned under this Returns Policy?

All products purchased from us are subject to this Returns Policy, excluding prepaid card purchasers and software products (which contain specific Terms & Conditions), and spare parts sales, refurbished or reconditioned products or parts.

Where do you return the product?

If the product is covered by a manufacturer’s warranty, we highly recommend that you contact the manufacturer directly if you have any problem operating your product. It is our experience that when customers experience any problem operating their product, it can often
be resolved quicker if the manufacturer is involved directly at the early stage. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. Please contact us should your require contact details of a specific manufacturer.

In cases where the manufacture is unable to assist or you are unhappy with the manufacturer’s remedy, all returned products can be physically delivered to us at 30 Radford Road, Reservoir, VIC, Australia 3073, or couriered/shipped to us as arranged by us.We will be responsible for all shipping and handling fees associated with the exchange or refunds, save as for:

(a) the shipping and handling fees associated with the original shipping and handling fees; and

(b) in circumstances where no fault is found with the product after assessment by the manufacturer or repair agent, in which case you will be responsible for the shipping and handling fees, including the shipping and handling fees for the return of the product to you, and be liable to payment of a review fee of $60.00 (exclusive of GST) payable in full by you before the product is returned to you.

How do you return the product?

In order to return your products for an exchange or refund, you will need to submit the Returns Application Form online, or download our Returns Application Form from our website and submit this to us, together with all relevant supporting documentation, to our office at 30 Radford Road, Reservoir, VIC, Australia, 3073 or via email at support@13it.com.au.
If the return is for no reason and not made pursuant to the consumer guarantee provided under the Australian Consumer Law, then the Returns Application Form must be submitted to us, or alternatively the product returned to us, within ten (10) days after of the date of acceptance of delivery of the product.

Once the Returns Application Form is submitted to us, we will contact you to make arrangements regarding delivery of the products as described above (if delivery hasn’t taken place already).

After receiving the product from you, we will provide you with a refund or exchange the product for you without assessment provided that the product or Returns Application Form is received within ten (10) days.

If, however, the return is based on a fault with the product and made pursuant to the consumer guarantee provided under the Australian Consumer Law, which has been received after 10 days from delivery, the product will be sent to the manufacturer or repair agent for assessment.

Once the product is with the manufacturer or repair agent, they will determine whether:

(a) there is no fault found;

(b) there is a non-major fault which can be easily repaired within a reasonable timeframe;

(c) there is a major fault found and you are to be offered a replacement or a refund; or

(d) the product has been damaged or abused through misuse, abnormal use or negligent use.

Where there is no fault found, the product will be returned to you. Should this be the case, you will be responsible for all shipping and handling fees, including the shipping and handling fees for the return of the product to you, and liable for a review fee of $60.00 (exclusive of GST) payable in full to us before the product is returned to you.

Where the manufacturer's or agent’s assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, and the transportation of your product to and from the manufacturer.

Unfortunately, we cannot offer a refund or exchange received after the limitation period of 10 days where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by us, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your