Refunds & Returns Policy
Updated 10 August 2025
At Stratus Tech Aus (ABN 65 507 324 355), we comply with the Australian Consumer Law (ACL). Your rights to a repair, replacement or refund for faulty goods or services that fail to meet consumer guarantees are protected and cannot be excluded.
Scope
This policy covers purchases of IT hardware and professional IT services supplied by Stratus Tech Aus, including procurement, installation, configuration, support and consulting.
Your rights under Australian Consumer Law (ACL)
You are entitled to a repair, replacement or refund if a product has a major failure, and to a repair (or replacement/refund if not repaired within a reasonable time) for minor failures. Services must be provided with due care and skill, be fit for the disclosed purpose and provided within a reasonable time. These rights cannot be limited by this policy.
Hardware — returns & refunds
- Faulty/DOA or not as described: If a product is faulty, unsafe, or significantly different from its description, you may be entitled to a repair, replacement or refund in line with ACL. Please notify us within 7 days of delivery for DOA items; faults emerging later remain covered by ACL and any applicable manufacturer warranty.
- Change of mind: We generally do not offer returns for change of mind. At our discretion, unopened items in original, resaleable condition may be accepted within 7 days; a restocking fee up to 15% and return shipping may apply.
- Manufacturer warranty: Most items include a 12–36 month manufacturer warranty. We can help facilitate claims or you may lodge directly with the manufacturer.
IT services — refunds & fixes
- Service quality guarantee: If our service is not provided with due care and skill, is not reasonably fit for the stated purpose, or is otherwise defective under ACL, we will provide a suitable remedy — e.g., re-perform the service, or provide a partial/full refund depending on the circumstances.
- Cancellations: Cancel at least 24 hours prior to a booking for a full refund or free reschedule. Cancellations within 24 hours may incur up to a 50% fee to cover reserved time and preparation.
- Exclusions: No refunds for issues caused by misuse, unauthorised changes, third-party outages, or environmental constraints outside our control. We’ll always aim to mitigate and advise workarounds.
How to start a return (RMA)
- Email support@stratustech.com.au with your order number, product/service details and a brief description of the issue (photos/logs helpful).
- We’ll issue a Return Authorisation (RMA) and provide instructions. Hardware must be securely packaged with all accessories, serial numbers and tamper seals intact where applicable.
- On receipt/inspection (or remote diagnosis for services), we’ll apply the appropriate remedy under ACL or warranty.
Exclusions & restocking
- Non-returnable unless faulty: software/licences, consumables (e.g., toner, batteries), custom-configured or special-order items.
- Physical damage/misuse: Items damaged after delivery, altered firmware, missing serials or tamper seals may be ineligible.
- Restocking: For approved change-of-mind returns, a fee up to 15% may apply to cover handling and supplier charges.
Shipping & transit damage
Please inspect deliveries on arrival and report transit damage within 48 hours. Keep packaging for assessment. Where we arrange return shipping for ACL claims, we’ll cover reasonable costs.
Proof of purchase
Please provide an invoice, receipt or other evidence of purchase so we can locate your order and process your claim promptly.
Timeframes
We aim to acknowledge requests within 2 business days and resolve straightforward claims within 5–10 business days. Complex or manufacturer-assessed issues may take longer; we’ll keep you informed.
Changes to this policy
We may update this page periodically. The “Updated” date above indicates the latest revision. Changes do not affect your rights under ACL.
Contact us
Stratus Tech Aus
ABN: 65 507 324 355
Castle Hill NSW 2154, Australia
Phone: 1300 597 303
Email: info@stratustech.com.au
Related: Terms & Conditions • Privacy Policy