Terms and Conditions
Note: ITStuff will always comply with Australian Consumer Law and no part of our conditions below is intended to subvert or contradict any such laws.
Some Key Points
- Please check with us for any out of stock products and we will give you an ETA.
- We are 100% Australian owned and operated.
- We only supply Australian authorised items, purchase from Australian based wholesalers, who provide Australian warranty.
- The price and availability information displayed on our website is correct to the best of our knowledge at the time the information is received and updated. It is generally updated once daily.
- All products are generally shipped from the closest possible warehouse to you, to try minimise waiting times.
- Deliveries to Perth and WA/NT/Far North Queensland may take longer than the east coast for some items, but we will ship from Perth to Perth or the closest Warehouse possible. 3rd Party delays by couriers and other agents are outside our control and we offer no guarantee on delivery times.
- Confirmed DOA returns will be covered for return postage as per your ACL rights to ensure you are not out of pocket.
- Price Matches* – we will price match down to our cost of sale to you, if an item is in stock and is Australian channel stock (not as grey import), we will also consider shipping charges and other fees associated with any competitor.
- we do charge a handling fee for various payment methods to pass along the cost we are charged by those services.
- All our prices include GST
Orders are generally processed within 1-2 business day (weekends and public holidays excluded) of payment being received/cleared/verified.
Standard Delivery Eestimates:
- East Coast Metro areas (BNE/SYD/MEL) – usually 2-4 working days*
- Country NSW / Victoria usually 2-5 working days*
- SA/Country QLD usually 2-5 working days*
- WA Metro usually 3-7 working days* (local stock will be faster)
- Remote areas may take longer, residents know best what to expect from previous deliveries.
We ship from Warehouses all over the country and often items locally stocked in WA can be delivered much faster, the same is true of South Australia etc.– but the lead times above reflect general estimated delivery times if local stock is unavailable. (we have no Warehouses available to ship from in the NT or Tasmania)
Please note that Delivery Times are guidelines only and reflect the normal reasonable expectation of that guideline, subject to external factors. Weekends and holidays are excluded. We do our best to process orders quickly to minimise your wait times.
We deal with 3rd Party Couriers/Post for all deliveries and while our delivery estimates and times are made in good faith, sometimes situations may occur that are outside our control, we do not warranty exact delivery times.
Guidelines also assume item is in stock at time of order and paid for promptly. Items left unpaid may affect availability as stock is not reserved until an order is processed and subsequently shipped.
Out of stock items are listed to us by our wholesaler as out of stock, but still able to be ordered, we recommend checking with us prior to ordering these items, as estimated lead times in our industry can vary. If an item is found to be no longer be available, we will refund promptly.
For your safety and ours, a small percentage of order such as laptops, phones and other high street value liquid items, may need to be verified before shipment, usually only if going to a residential address and only if paid by high risk methods such Visa/MasterCard/Amex/Google Pay/ApplePay.
We will work with you to ensure these procedures don’t hold you up from receiving your item/s.
We strongly advise customers to use low risk options, including where available; Bank deposit, Polipay, Bpay, verified PayPal account and ZipPay. Particularly for these kinds of high risk items if they are going to a residential address, to prevent fraud. If items are going to a company address the order is less likely to require verification.
This procedure of checking some items is due to being unable to accept a PIN for an online store and is enforced to protect the cardholder and the merchant. We will notify any such orders within 1 business day of order being placed via email. It is our policy that we create an authorisation on credit card purchases, but do not actually charge the card, if unable to verify or in the event of cancellation, the authorisation will drop off the card within a few days, as it was never charged. ITStuff is unable to cancel an authorisation, it will occur as per your banks policy and within their timeframe. If you call your bank, they may be able to expedite this for you.
https://en.wikipedia.org/wiki/Authorization_hold – see more info here.
These are the terms and conditions on which we are willing to do business with you. If you seek to change the terms of our engagement, we do not wish to conduct business with you and will not accept the changing of these terms unilaterally by a customer, after a sale.
You acknowledge agreement with these Terms and Conditions of Sale by placement of an order to purchase product/s from this website. All goods are supplied on these terms and conditions only. We encourage customers to regularly consult our terms and conditions before each order as they may change from time to time
Protecting Your Log on Details
You agree to take responsibility for your user name and password. You will be liable if your user name or password is used by an unauthorized person. You agree to release and indemnify us in connection with any use (whether authorized or unauthorized) of your user name or password. We may suspend or cancel your account at any time without notice.
We are committed to protecting your privacy. We only use the information we collect about you to process orders and to provide a more personalized shopping experience.
What information do we collect? How do we use it?
When you order, we need to know your name, e-mail address and shipping address. This allows us to process and fulfil your order and to notify you of your order status.
We also monitor customer traffic patterns and site usage to help us develop the design and layout of the store and optimise it for future visitors
We may also use the information we collect to occasionally notify you about important functionality changes to the Web site, and special offers we think you’ll find valuable.
How do we protect customer information?
When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.
We are committed to protecting your privacy. We use the information we collect on the site to make online shopping easier and to enhance your overall shopping experience.
All prices displayed on our website include GST.
Error and Omissions Pricing:
If an error is made or a product is listed at an incorrect price. We shall maintain the right to refuse or cancel any orders placed on our website and refund in a reasonable timeframe, to bring the customer back to their position prior to purchase, as per Australian Consumer Law requirements. We will also promptly fix the error involved in any instance.
Order Acceptance Policy:
All orders placed with us are subject to us receiving and also accepting your order. We reserve the right to decide to refuse any order up to the point of the point of delivery of the order to you and a tax invoiced being issued to you. We will not process and dispatch an order until we have received payment in full for the Order. Automatic confirmation of successful order placement, for example a customer receiving an email confirmation, ITStuff receiving an order or processing a payment for an order does not automatically mean we have accepted your order. If we decide not to accept your order after a payment for the order has been received/processed, we will contact you with the details and refund the payment in full as soon as possible or offer an alternative solution for your needs, subject to your approval and agreement.
you agree to indemnify ITStuff from any responsibility or liability against your own or any third party losses/delays/grievances/liabilities in regards to any errors, delays or omissions etc. and acknowledge our agreed maximum responsibility in trading with you is to either fill an order as placed OR to refund in full and return the purchaser to their position prior to making the order. As per the Australian Consumer Law. We do not take any responsibility for agreements you have with anyone else to supply goods or services to them for any reason.
Product stock levels are updated daily and generally very accurate. As previously mentioned we will not liable for any losses or delays incurred to you or a third party in relation to delays in shipping or in the unlikely event of incorrect product availability. We will do our best to resolve any issues or refund the order if this is not possible.
For Some items not in stock, once ordered they may not be cancelled. This is due to being specially ordered in specifically for you and us being unable to return them to a supplier. We will generally notify you if any such products are ordered, where possible. If the delay on an item is agreed by both parties as unreasonable or repeatedly prolonged, longer than we both agreed, we will happily refund and cancel any such orders. 12+ weeks is an extreme example of a backorder, many backorders are significantly less than this (1-2 weeks) .
When you provide credit card information on our website, it is passed directly to the bank via an SSL secured payment gateway and is at no stage stored on our website or in our database. This means there is no risk of your credit card information being stolen, even in the highly unlikely even of someone gaining access to our database. We do not record or your store your credit card details.
Shipping charges generally apply as per your Shopping Cart, If the cost of shipping greatly exceeds what we have charged, we may contact you in regards to this prior to shipment, to offer you the option to pay the extra or to receive a full refund, for smaller amounts we will eat the loss and not contact you. We only use person to person delivery services that require a signature. We recommend only sending your goods to an attended address to avoid delays and possible reshipping or redirection charges. We cannot deliver to PO Boxes. We also cannot leave goods at your house without a signature. On some small inexpensive items, we may at our discretion use delivery services which do not require a signature. Generally, we will indicate if this is the case. We may not be able to deliver to some island addresses, if we do so and there are extra charges incurred to yourself to collect goods, such as from barges, contractors, couriers, collection agencies or any other charges due to your location, the customer bears full responsibility for any such charges and they will not be payable by us.
Loss and Damage
Signing for Delivery – The customer/receiver is responsible for making sure that either they or the person accepting the delivery inspect the goods prior to accepting the delivery and signing the Proof of Delivery (POD) document. If we are instructed to deliver to an address where someone else may be signing for the goods, we recommend passing these instructions on to receptionists or others likely to accept goods on your behalf, to prevent them signing for damaged goods on your behalf, to prevent any issues. Each delivery of goods should be checked for completeness (i.e. the received goods are as per accompanying Consignment Note, some orders may be delivered in separate deliveries, so checking the consignment note is the best way to ensure everything in that specific delivery has been received. Your order confirmation or Tax Invoice, may not be delivered in full in one delivery if multiple services are needed) and any transit damage before signing for said goods. Failure to inspect the goods prior to signing the POD will result in voiding of any insurance against loss or transit damage.
- When you sign a Proof of Delivery (POD) document, you are confirming that the consignment has been delivered in full and in good condition (i.e. no visible/apparent physical damage). The Proof of Delivery should only be signed once the goods have been inspected and deemed to be in good condition, as a clean signed POD will void any insurance against loss or transit damage.
- If a shipment arrives with a damaged carton or item, the delivery should either be rejected with POD not signed or the POD must have the exact damage noted on it as you sign for the goods, including any carton identifier available, signature, name and date as above. If this information is not provided the POD will be treated as clean and will void any ability to claim loss or transit damage against shipping insurance.
For certain Credit Card orders, we may undertake additional steps (as determined by our fraud prevention policies) to ensure the transaction is not fraudulent. These steps may include, but are not limited to:
- Asking you to email from a business or Internet Service Provider account (non-free email accounts).
- Changing delivery address to a business we can look up online/White Pages etc. and contact via phone.
- Calling the purchaser and/or the owner of the credit card on a landline number
- Verifying the landline number as belonging to the delivery or billing address
- Validating the billing address specified on our website as matching the billing address provided to the credit card issuer
- Requesting the courier to verify and record the identity of the recipient on delivery
- Performing small refunds to the card used, to determine if the person is the true cardholder.
Additional Fees and Charges
If we incur extra delivery charges due to someone not being home for delivery, using a wrong address, or any other decisions made by yourself, these may be passed on to you at our discretion. This includes other unforeseen charges that are the fault of the customer.
Manufacturer promotions are offered at the discretion of the manufacturer who is running them. This may include cash-back offers, free items, Gift Cards or any other promotion. Generally, any products purchased from us will be valid for manufacturer cash-backs and other promotions being advertised in Australia, provided any other additional criteria are met and pursuant to the terms and conditions of the manufacturer, which we may or may not provide to you, we will assume you have checked the details of a promotion and eligibility of promotions prior to purchasing. We source our product from Australian Distributors and suppliers only, so generally we should be considered as participating/eligible for Australian based promotional activity, as manufacturers will generally exclude grey import stock from the same.
Manufacturers will place set time frames in which these promotions are current and valid, and we have no ability to extend these times. If we still offer products for sale after the promotion has expired, we will not be liable for honouring the promotion. Please check the manufacturer’s website for timeframes etc. – we will remove such promotions from our website as soon as possible if no longer active.
Refund and Return Policy
No Policy of ours is intended to limit any rights or remedies customers may have under the Australian Consumer Law (ACL).
Please research the products carefully before placing an order, including the manufacturer’s website and online forums where other users discuss their experiences. If you notice any contradictions in the product description, please contact us before ordering and we can confirm the exact specifications, colour etc. that you are ordering.
I.E. if the picture is black, but description says white, it is likely the item is white, please contact us to confirm. For example, if a specification is listed twice, IE 4GB and 8GB RAM, its better to check with us, than assume it is the higher number. We usually do not provide refunds or exchanges for incorrectly ordered goods or for changes of mind. We take no responsibility for incorrect choice of product or for any hardware/software compatibility issues. There are many manufacturers in our industry and sometimes their items they may have issues working together due to design or lack of compatibility. They also may not work with the specific purpose you had in mind, or may not be designed to act in the way the purchaser is hoping, but still function as per their specification from the manufacturer. The purchaser is ultimately responsible for researching the product and selecting the appropriate product to meet their requirements. If at our sole discretion, we decide to accept non-faulty goods for a refund, a re-stocking fee may apply and other non-refundable costs that we have incurred (i.e. Credit Card Handling Fee and Freight Costs) will be borne by the purchaser.
Return of Faulty Goods (Under Warranty)
BEFORE returning any faulty goods to us you must email us our sales team as much information as possible about the fault / problem, manufacturer case numbers are also required to progress a return under most circumstances.
Before contacting us we suggest troubleshooting with the manufacturer, as many faults are user error and can be solved with a quick phone call or the manufacturer can give you an authorisation number to verify they agree the item is faulty and authorise us to accept a return from you. If the manufacturer is unable to provide a remedy over the phone and does give you a case number to approve the return for a fault, we will then issue you with the appropriate return address and Return Authorisation Number to use to return the goods. Please note if you send the goods to the wrong location before we have provided such information, you will be liable for delivery costs and any loss or damage arising from this action.
All returns require a “Return Authorisation Number” or “RMA” number The RA/RMA Number is valid for 14 days from the date of issue, in which time the faulty goods must be received by our Service Centre. The RA Number MUST be clearly displayed on the return package. Any goods returned without an RA Number will be not accepted and shipped back to you at your expense. Depending on the item we may require that it is returned with all original accessories. Our Service Centre reserves the right to reject incomplete or not properly packaged items. Please refrain from defacing product boxes with any text, writing, overly heavy sticky tape or other such measures. Please write RA numbers on outside packaging, packing paper, address labels etc. Please do not write on the product box.
Doubly so, if an unopened item is returned for a refund, at our discretion and as per our terms, the box must be received in pristine resalable condition, or we will be unable to resell it and it will be returned to you at your expense
A refund or replacement item will only be issued once the faulty item has been received and tested for the specific fault / problem specified in the Return / Warranty Claim and found to be faulty. If the item is not faulty as described we may pass on any such shipping and non-fault found charges that are applied to us, beginning with a minimum of $135 + shipping.
Cost of return shipping
We want to give you peace of mind with your purchase, that you wont be out of pocket for tested proven faulty items that are no fault of your own! Once an item is confirmed to be faulty, when provided with an appropriate receipt, we will reimburse these costs to you. Kindly note we will only reimburse reasonable costs, we use costs paid as our general benchmark.
For example, if you paid $20 for shipping initially and didn’t pay extra for insurance or express etc, but then send the item back for $50, with insurance and express, we consider this an unreasonable cost and will dispute the amount to be refunded. However if it cost you $25 to send back, or $15, we would consider this within a reasonable proximity to what was originally paid.
Return of Non-Faulty Goods
Services centres receiving faulty goods will test items thoroughly. If items are found to not be faulty or have suffered intentional or unintentional physical damage (I.E. Pins on CPUs and Motherboards) a service fee of Minimum $135 will be charged and items will be shipped back at your own expense. If expenses are not paid within 30 days, we may sell the goods damaged or undamaged to recover costs. Any freight or other costs paid by us to get a non-faulty item back will also be owing. To avoid conflict, we ask our customers to be honest in this regard and not try to get around our Terms and Conditions by making false statements about returning products. We will forcefully dispute non faulty returns, particularly if we feel someone is being dishonest and are not required under the Australian Consumer Law to accept them in any case.
Warranty: most manufacturers list minimum warranty terms of 12 months. Some products will specify a longer period such as business desktops, notebooks, LCD monitors and more. Many manufacturers have fast efficient warranty services in Australia, which may be more expedient to use before contacting us. However, the ACL provides consumer guarantees including that goods will be of acceptable quality (i.e. fit for purpose, acceptable in appearance and finish, free from defects, safe and durable). The duration of the statutory guarantees will vary and depends on a number of factors including the nature and price of the goods.
The ACL overrides any claims made by manufacturers in regards to warranties in Australia. We will comply with Australian law in all circumstances and no wording on our website is intended to subvert Australian law.
Data Loss and Indemnity Clause
We do not accept any responsibility for any data losses or anything other unforeseen damages, costs or losses from customers sourcing goods from us. Any undertakings between our customers and any other party are none of our business and we accept no liability for any losses, damages, contracts, delays or anything that is not directly covered under ACL or other appropriate legislation. If a project has a tight deadline for you, we suggest working closely with to try and fulfil it within your desired timeframe, but we are not liable for any 3rd party obligations contracts or requirements you have with any other party.
Terms and conditions are subject change without notice. It is the customer’s responsibility to review the terms and conditions prior to placing any orders on the website/phone/email/fax or any other ordering method.