Before your contact us for return and warranty of your purchase, please be aware the following terms and conditions.

  • • All products must be installed by a qualified technician or knowledgeable person. Any damage or faulty due to incorrect installation may void the product warranty.
  • • Any warranty requires proof of purchase (invoice) issued by PC Lan Pty Ltd. $15.00 administration and processing fee is required for an invoice search and re-print after 14 days of purchase. Please contact our accounts team (accounts@pclan.com.au) for invoice search and re-print.
  • • Customer should contact the manufacturer for their support and advice as they have the most understanding with their product. If they are not able to assist customer with the faulty product, please ask for a reference/case number regards your inquiry, then contact us with the reference/case number offered by the manufacturer, which will speed up the warranty process.
  • • Products found to be physically damaged by customer or during return transit due to packaged without adequate protection, the warranty will be voided and could not be exchanged or refunded.
  • • All returned items will be tested upon arrival and will attract a handling fee of $20 plus return postage to customer if found to be in perfect working condition.
  • • Please note free or bonus items are covered only by 7-day-Dead-on-Arrival policy, hence please contact us at once if the item is found to be defective within 7 days of receiving. Please feel free to contact us if there are any questions
  • • The benefits provided to you under the various warranty of different items are in addition to other rights and remedies available to you under the Australian Competition and Consumer Act. In Australia, 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 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. For more information visit Australian Consumer Law's website.

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1. 30 Days Change of Mind Returns

If you receive a purchase, and you have decided that it does not meet your needs, we can accept a return for refund (This refund does not include delivery costs) or replacement if the following terms are met.

  • • The item must be returned to us within 30 days of delivery in original undamaged packaging.
  • • The item must be factory sealed and unused in order to be approved for a full refund.
  • • If the item has been opened, we will charge a restocking fee of 20%, as the goods are no longer considered brand new.
  • • In the event that the product has been used, the restocking fee charged may be up to 50%.
  • • Any delivery or insurance costs incurred are not refundable.
  • • We reserve the right to refuse a refund on a returned item if the item is not in resalable condition (eg. damaged or missing packaging, missing or damaged parts).
  • • We cannot accept returns on software, printers (if the ink has been unsealed) or any other consumable items, so please take care when buying these products.

2. DOA & Warranty Returns

All brand new products (with the exception of consumable products and software) sold by PC Lan Pty Ltd are covered by Australian manufacturer warranty. For used or ex-demo product, warranty terms will be stated in the listing, or otherwise, customer can contact us for warranty information.

2.1. DOA Returns (Product Dead on Arrival)

If your item is confirmed to be defective when delivered, it will be treated as Dead On Arrival (DOA). The DOA period is 14 days from your invoice date. DOA claims are eligible for a refund or replacement after the faulty item has been returned to us.

Please note:

  • • Customer must contact us within 14 days of your invoice date.
  • • In order to expedite your DOA claim, please obtain a manufacturer reference number which confirms that your item may be faulty.
  • • Return Postage may covered by PayPal account holder. Customer can claim the return postage with the postage receipt and a picture of the return package clearly shown the receiver address. However, Customer are required to check the eligibilty on paypal and must activate the offer before making any claims, all claims are subject to Paypal discretion and PC LAN has no connection to it.
  • • If the order was paid by other payment methods, freight is at customer's expense. And return freight for the replacement units are at PC Lan cost.
  • • Shipping costs incurred by a third party are not reimbursable so please contact us before returning the item.
  • • The item should be returned to us within 14 calendar days of the issuance of the return label. Where possible, all items should be packed in the original, undamaged /unmarked packaging including any accessories, manuals, documentation, and registration that shipped with the item. If the accessories are not included, your DOA claim will be rejected or only a partial refund will be applied.
  • • The processing time is generally 1-2 weeks from the time we receive the faulty unit. This is so we can send the DOA unit to the manufacturer for testing and fault verification.
2.2. Warranty Returns

For any products outside of the 14 Days DOA period, standard manufacturer warranty terms will apply. We recognises that some of our products, such as electronics and computers, require a high level of support, therefore we strongly suggest that you contact the manufacturer for trouble-shooting assistance first. Their support team is more knowledgeable in diagnosing and resolving the problem than us. Approaching the problem this way will minimise or avoid delay with us acting as a middleman. If the manufacturer is unable to assist, we are happy to step in should you require further assistance. Our product's Manufacturer Contact.

Please note:

  • • We do not cover the return shipping costs of items outside of the DOA period.
  • • Return Postage may covered by PayPalif order was paid by Paypal account holder within 180 days of the purchase (this subject to change without prior notice). Customer can claim the return postage with the postage receipt and a picture of the return package clearly shown the receiver address. However, Customer are required to check all eligibilty on paypal and must activate the offer before making any claims, all claims are subject to Paypal discretion and PC LAN has no connection to it.
  • • The processing time is generally 1-3 weeks from the time we receive the faulty unit. Please obtain a manufacturer reference number to expedite your claim.
  • • The warranty claim may result in either a repair, replacement or PC LAN store credit depending on manufacturer approval. Refund is not available in any circumstance. 
  • • Please advise your invoice/order number and item's serial number when contacting us.

3. Return of Faulty Products:

Upon receipt of a faulty product, PC LAN will return the product to the manufacturer or its authorised service centre or agent for assessment. If the fault could not have been detected at purchase and is not due to wear and tear or misuse, PC LAN will offer you a repair or replacement, as appropriate or as advised by the manufacturer. If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty or extended warranty (where applicable), then PC LAN will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you a quote rejection fee.

Once the product is returned, PC LAN will arrange return delivery of the product to you. Where the product fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), PC LAN will require payment of the manufacturer's service charges and any costs associated with the processing of the return prior to returning the product(s) to you.

4. Manufacturer Contact:

Company

Phone/Email

Acer Service Centre

1300 362 328 (Laptop, LCD)
service@asus.com.au (Warranty); doa_au@asus.com (DOA)

Belkin

1800 235 546

D-Link

1300 766 868 *Return accept if case number granted

Eaton

1300 877 877 eeshelpdesk@eaton.com

Epson Service Centre

1300 361 054

Fujitsu Service Centre

1800 288 283

Fujixerox

1800 883 668

LaCie

*Please contact LaCie (Seagate) for Warranty

Lenovo

131 426

Lexmark (Return to PC Lan)

(07) 3377 5888

LG Service Centre

1800 643 156

Linksys

1800 605 971 *Return accept if case number granted

Logitech

1800 025 544

HP Service Centre

131 047; 1300 721 147 (Printer); 131 047 (scanner)

IBM Service Centre

1800 289 426

Kingston

1800 620 569

Motorola

1300 138 823

Zebra

1800 457 439 / TSAPAC@zebra.com (Printers)

Philips

1300 651 993

Qnap

Contact QNAP Support *Return accept if case number granted

Samsung Service Centre

1300 362 603

Sony

1300 137 669

Synology

Contact Synology Support *Return accept if case number granted

Toshiba

(02) 9887 6000; 13 30 70

Viewsonic Centre Centre

1800 880 818

Wacom

(02) 9422 6700

5. Warranty Form

For further information and instruction regarding the return of an item, please contact us by completing the form below: