Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). This policy adds to those rights; it does not replace them.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

These rights last for a reasonable time depending on the product or service, and are not limited to any warranty period. You don't need the original receipt; any reasonable proof of purchase (such as a bank statement or order confirmation) is accepted.

Before you buy

Please make sure the item suits your needs before ordering. Buying the wrong item, or one that isn't compatible with your equipment, is a change of mind, not a fault.

Not sure a part, cable or device will work with what you have? Contact us before you order and tell us what you'll use it for. If we recommend an item for a purpose you've told us about, the ACL guarantee of fitness for that purpose applies.

We don't supply goods on a trial basis, so please check specifications and compatibility before you order.

Checking your delivery

Some orders are shipped directly from our supplier's warehouse, so please check your order as soon as it arrives.

Tell us within 2 days of delivery about any:

• damage to the item or its packaging;
• missing items or parts; or
• wrong items.

Please keep all packaging and take photos of any damage. Our carriers and suppliers set short deadlines for transit claims, and prompt notice lets us get a replacement to you sooner. Telling us later does not remove your rights under the Australian Consumer Law.

If the outer packaging is visibly damaged when the courier arrives, note the damage with the driver or refuse the delivery, and tell us the same day. Photograph the packaging before you open it.

Faulty or not-as-described products

If a product is faulty, damaged on arrival, or not as described, contact us and we will assess it at no cost to you.

To assess a claim we may ask for photos, the serial number and a description of the fault. Some items need to be tested by us, our supplier or the manufacturer before we can confirm the outcome.

Before returning an item, please try the manufacturer's troubleshooting steps or call us. Many problems are fixed without a return, which is faster for you.

• Major failure (e.g. unsafe, unfit for purpose and can't be easily fixed, or significantly different from its description): you choose a refund or a replacement.
• Minor failure: we choose whether to repair, replace or refund. If we don't fix it within a reasonable time, you can get it fixed elsewhere and claim the reasonable cost, or ask for a refund.
• Return freight: we pay reasonable return freight for faulty goods. We'll send you a prepaid label or arrange collection; please use it, as we may not be able to reimburse freight you arrange yourself beyond what we would have paid.
• Accessories: please include all accessories and original packaging if you still have them. This is not a condition of your claim.
• No fault found: if testing finds no fault, or that the damage was caused by misuse, we'll tell you before charging anything. Reasonable testing and freight costs may then apply.
• Your data: back up your data before returning any device. Returned storage devices and computers may be wiped or replaced during testing.

Refurbished and ex-demo goods carry these rights too; acceptable quality takes into account their age, condition and price.

A manufacturer's warranty (e.g. on Talkpod radios) runs alongside your ACL rights. We will handle the claim with the manufacturer for you.

The guarantees do not cover damage from misuse, accidents, unauthorized modification, liquid exposure, or normal wear and tear consistent with the product's age and use.

Change of mind

We don't offer refunds, exchanges or credit for change of mind. That includes ordering the wrong item, or an item that isn't compatible with your equipment. Please choose carefully, and ask us before you buy if you're unsure.

This doesn't affect your rights under the Australian Consumer Law if an item is faulty, damaged on arrival, not as described, or not fit for a purpose you told us about before buying.

Cancellations and special orders

You can cancel an order for a full refund at any time before it is marked as shipped or ready for collection. Orders are often dispatched the same day, so contact us as soon as possible.

Once an order has shipped, it can't be cancelled or returned for change of mind.

Special-order items (anything not shown as in stock, or ordered in to your specification) can't be cancelled once we have placed the order with our supplier. We'll tell you before you buy if an item is a special order.

Rental equipment and subscriptions

Rented equipment is returned under your rental agreement, not this policy. If rented equipment develops a fault that isn't caused by you, we will repair or swap it at no charge.

Monthly subscriptions (PTT, fleet management, server management) can be cancelled as set out in clause 13 of our Terms and Conditions. Charges already billed for the current month are not refunded unless the service failed to meet the ACL guarantees. Security deposits are refunded once equipment is returned and checked, less any amounts owed under your agreement.

Services and repairs

If a service or repair we performed doesn't meet the ACL guarantees, tell us within a reasonable time and we will fix the problem at no charge. If it can't be fixed, or the failure is major, you can cancel and get a refund for the unused or defective part of the service.

Our repair warranty. Our repair labor and the parts we fit are warranted for 30 days from completion. If a fault in our work or those parts appears in that time, we will fix it at no cost, including reasonable return freight. To claim, contact us with your job number and we will arrange inspection and repair. This warranty does not cover accidental or liquid damage, misuse, work carried out by someone else afterwards, or reinfection after virus and malware removal. This warranty is in addition to your other rights and remedies under the law, including the ACL guarantees above, which may last longer than 30 days. Manufacturer warranties also apply to goods and parts as stated by the manufacturer.

Please back up your data before leaving a device with us; responsibility for having a backup rests with you. Devices left for repair are also covered by the repair authorization you sign at the counter. Diagnostic and repair fees are quoted before work starts, and are not charged for work needed to fix a failure covered by the ACL guarantees or this warranty.

How to return

1. Request a return online at www.jservers.com.au/returns. Enter your order number (e.g. WEB-000123) and the email address you ordered with, choose the item and tell us what's wrong. Photos help, and are required for damage in transit. If you're signed in to the client portal, your orders are listed for you. If you can't use the form, or bought from us in store or on an invoice, call or email us instead.
2. You'll get a Return Authorisation (RA) number by email straight away. We review the request, usually within 1 business day, and email your return instructions, including where to send it and a prepaid label for faulty goods. The return address may be our supplier's warehouse rather than our Forest workshop.
3. Pack the item securely with the RA number clearly marked, and send it to the address on your RA. Forest drop-offs are by arrangement.
4. We inspect the item and confirm the outcome within 5 business days of receiving it.

Returns sent without an RA number may be delayed.

Return conditions

• RA numbers are valid for 14 days from issue. Items sent after that need a new RA.
• Pack items securely in an outer shipping box. A product's retail box on its own is not adequate packaging, and don't write on or attach labels to the product itself.
• We don't accept returns sent "receiver pays" unless we arranged it.
• Use a tracked service when sending a return, and keep the tracking number.
• An RA number authorizes a return. It doesn't by itself confirm a refund, replacement or credit.

Refund method and timing

Approved refunds are processed within 5 business days to the original payment method (card, PayPal, Zip or BECS direct debit). Your bank may take a further few days to show the funds. We don't refund in cash for electronic payments, and we can't refund to a different person or account.

Where a refund relates to a subscription or rental, we may credit it against your next invoice if you prefer.

Contact and complaints

• Phone: (03) 6453 9006 (Mon–Thu 9:00am–4:30pm, Fri 9:00am–2:30pm)
• Email: support@jservers.com.au
• After hours: lodge a helpdesk ticket at www.jservers.com.au

We acknowledge complaints within 5 business days. If you're not satisfied with our response, you can contact Consumer, Building and Occupational Services (CBOS) Tasmania on 1300 654 499 or at cbos.tas.gov.au.

J-Servers, ABN 64 156 562 037.