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Flexible IT Store understands
the importance of providing
excellent customer service and
support at all stages from
pre-sales to post-sales to all
its customers. We all know that
most products are prone to
breakdowns sometime in their
lifecycle be it right from the
start or nearing their warranty
expiry. When this happens to
you, we are more than happy to
assist you in getting the
problem rectified accordingly. |
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JUMP TO: |
1. Product Warranty
2. Product Warranty Registration & Validity
3. Product Warranty Types, Description & Claims
4. Product Returns
5. Product Damage During Shipping
6. Product Technical Support
7. IT Service & Support
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IMPORTANT NOTE: |
Do Not deliver or ship your
product to us Unless we have
issued you a Return
Authorisation (RA) number.
We need to confirm your
product has a problem over
email, online chat or phone
BEFORE it is delivered or
shipped to us.
If the product
is found not to be faulty with
or without a RA number, we would
be required to charge you for
our labour fee which varies
according to the time spent. In
general, we have noticed that
some of the returns we have
received had no faults and it
was mainly due to user-errors.
Email our Support Team at
support@flexibleit.com.au for
any product-related problems and
we
will issue a RA number and
instructions on a
case-by-case basis via email. |
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Please read
the following carefully so that
you can take necessary steps
to address your problem as
quickly as possible. |
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| 1. PRODUCT WARRANTY |
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All products purchased from us
are brand new unless
specifically mentioned and carry
standard manufacturer's warranty
which is usually between 6
months to 5 years depending on
the product type.
We have
listed most of the product's
Warranty Period and Type on our
Product Catalogue for your
reference. If a product’s
warranty information is your
deciding factor to make purchase
and if the Warranty Period or
Type is not listed, please
contact us or visit the product
manufacturer’s website to obtain
accurate warranty information
before purchase. |
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| 2. PRODUCT WARRANTY REGISTRATION & VALIDITY |
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For product warranty to be
valid, please register your
warranty with the manufacturer
according to their instructions
found within their packaging or
register online on the product
manufacturer’s website. Always
keep your copy of our invoice
during the product’s warranty
period in order to make any
warranty claims. If you loose
your invoice copy, simply
contact us or login to your
account to retrieve it.
Flexible IT Store is not
to be held responsible for
manufacturer warranty voids due
to customer's failure to
register their warranties
according to the manufacturer. |
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| 3. PRODUCT WARRANTY TYPES, DESCRIPTION
& CLAIMS |
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Return to Manufacturer
Customer contacts product
manufacturer directly to obtain
customer support and
instructions to arrange for
warranty repair if required.
Return to Base
Customer
returns the product to Flexible
IT Store. Customer is
responsible for either product
drop-off or shipping. Flexible
IT will arrange for warranty
repair. After repair, Customer
can pick-up product from
Flexible IT Store's office. We
can arrange shipping to you only
if you are really unable to pick
up the product from our office.
On-site Manufacturer
Warranty
Customer contacts
product manufacturer directly to
obtain customer support and
instructions to arrange for an
on-site warranty repair if
required.
Remember if you
are not sure of your warranty
procedures, simply Contact Us!
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| 4. PRODUCT RETURNS |
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Dead-on-Arrival (DOA) or
Faulty Product
If
the product you just received
either via delivery or pick-up
is found to be defective or not
working as it should, please
contact us immediately at
support@flexibleit.com.au
WITHIN THREE (3) working days
after which normal warranty
terms would apply. Product
packaging and all its
accessories must be as original
as possible with very little
signs of use or else a refund or
replacement may be void. A
replacement is usually sent out
to you within 5-7 working days
and if the product is not in
stock you may be entitled to a
full refund. This does not apply
to software products
incorporated with unique product
keys or serial numbers.
Wrong Product Delivered
If a
wrong product is delivered to
you, please contact us
immediately at
support@flexibleit.com.au
WITHIN TWO (2) working days.
Product packaging MUST NOT be
opened or damaged or else a
refund or replacement may be
void. A replacement is usually
sent out to you as soon as
possible and if the product is
not in stock you may be entitled
to a full refund.
Change
of Mind
After delivery or
pick-up, if you have a change of
mind or ordered a wrong product
and no longer want the product,
you may return the product to
us on a case-by-case basis.
Returns of such kind would
usually attract a 30%
re-stocking fee and is only
possible if the product
packaging is still new and
unopened. If you would like to
purchase a different product in
exchange for the product being
returned, please contact us
first and we will try to assist
you and also lowering or
removing the re-stocking fee.
Product Incompatibility
We do not accept product returns
due to product incompatibility
so please perform your own
research or ask us if unsure
BEFORE buying the product.
However if you are in this
situation, you are welcomed to
Contact Us and we will try to
assist you if possible.
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| 5. PRODUCT DAMAGE DURING SHIPPING |
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All products shipped to
customers DOES NOT include
shipping insurance by default
and if shipping insurance is
required, you MUST request for
it BEORE finalising your order
with us. We recommend you to
obtain shipping insurance for
expensive products should
something go wrong.
For
product deliveries, BEFORE
signing for any delivery
consignments, customers or their
representative should perform a
quick visual inspection of the
product packaging to observe any
unusual dents, punctures or
other abnormalities that could
indicate the product(s)
contained within could be
subject to possible damage.
If the delivery consignment is
suspected to be damaged, the
courier’s Proof of Delivery
MUST
NOT BE SIGNED or else any claims
of product damage due to
shipping will be rendered void.
If there is no option or
facility to reject the delivery,
please kindly ask the courier
representative for alternate
solutions such as marking the
delivery as ‘Subject to
Inspection’ and etc.
Get all the
delivery consignment’s details
and the courier company’s
contact numbers.
Contact the
courier company immediately and
inform them of the situation and
obtain instructions from them on
what to do next and do not
forget to get a reference number
for your case.
After this,
please email us at
support@flexibleit.com.au all
the details including the
reference number provided by the
courier company and we will try
to process your claim as soon as
possible.
Flexible IT
Store is NOT responsible for any
loss or damage to products
during transits at all times. |
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| 6. PRODUCT TECHNICAL SUPPORT |
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We do not offer product
technical support. Please
contact product manufacturer for
all technical support. If you
require onsite support such as
product settings and
configurations, we can assist
you BUT there will be a
chargeable hourly fee. |
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| 7. IT SERVICE &
SUPPORT |
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Flexible IT Store is able to
provide onsite IT services if
required within most of Adelaide
Metropolitan areas. You can also
drop-off and pick-up your PC or
Notebooks at our office. Please
Contact Us for
our hourly rates and more information. |
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