Returns & warranty
Warranty handled here, not shipped offshore.
Every claim goes through an Australian RMA process. Talk to us first — a good share of what gets returned turns out to be a configuration problem we can solve on the phone in ten minutes.
Your rights come first
Nothing on this page reduces them.
Australian Consumer Law
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply in addition to any manufacturer warranty, and they are not limited by the timeframes or fees described below.
The three kinds of return
What happens next depends on what went wrong. These are the working rules; the Consumer Law rights above sit over the top of all of them.
| Situation | Window | How it works |
|---|---|---|
| Damaged or short on arrival | 2 business days | Tell us within two business days of delivery, with photos of the carton and shipping label. We replace the goods or credit the order, and freight is on us. |
| Faulty out of the box | 14 days from invoice | Reported inside 14 days and confirmed faulty, the unit is replaced. No restocking fee, and we cover return freight. |
| Changed your mind | 14 days from invoice | Unopened, unused and in original saleable packaging with all accessories. Credited at the price paid, less a 15% restocking fee. The original delivery charge isn’t refunded, and return freight is yours. |
The 15% restocking fee applies to change-of-mind returns only. It is never charged on a faulty item, a damaged delivery, or anything we sent you in error. Change-of-mind returns are always sent back at the buyer’s cost; we don’t arrange collection for them.
How to raise an RMA
Nothing can be accepted back without an RMA number. Goods sent to us unannounced cannot be matched to an order and will be returned.
01
Contact us
Email sales@stackmart.com.au or call 03 9124 4699 with your invoice number, the part number, the serial number and what the fault is. The more precise the fault description, the faster this goes.
02
We troubleshoot, then authorise
Some vendors require a support case to be opened before they will accept a return. We handle that. Once the claim is valid we issue an RMA number.
03
Send it back
Write the RMA number on the outside of the carton, pack it properly, and use a trackable service. Goods damaged in return transit through poor packing are not covered.
Manufacturer warranty
Warranty periods are set by the manufacturer and vary by product — commonly 12 months, often 2 to 5 years on networking hardware, and lifetime on some switches. The period that applies to your item is shown on its product page.
We lodge it for youYou deal with us, not with a vendor call centre in another timezone. We open the case, track it, and tell you where it is.
Keep your serial and invoiceEvery vendor requires proof of purchase and the serial number off the device. Without both, a claim cannot be validated.
Some brands go directA few vendors require the end user to call their support line first. If yours is one, we will tell you who to call and stay across the case.
No fault foundWhere a returned unit tests as working, some manufacturers charge a no-fault-found fee — currently $44 inc GST on Yealink hardware. We will always warn you before a unit is sent for assessment.
What is not covered
- Physical damage, liquid damage, power surge or incorrect input voltage
- Units opened, modified or repaired by anyone we did not authorise
- Software, licences and activation keys once redeemed
- Consumables and normal wear — batteries, cables, ear cushions
- Change-of-mind returns on special-order or indent items brought in for you
- Goods returned incomplete, without packaging or without accessories
- Faults caused by use outside the manufacturer’s stated conditions
- Data loss — back up before you send any storage device to us
None of these exclusions limit your rights under the Australian Consumer Law.
Questions we get asked
How long does a warranty claim take?
It depends on the vendor. Straightforward advance replacements on stocked lines usually go out within a few business days; assessments that have to go to the manufacturer take longer. We give you a realistic estimate when the RMA is issued, and tell you if it changes.
Do I get a replacement or a refund?
For a minor failure we will repair or replace. For a major failure, the choice of a refund or a replacement is yours under the Australian Consumer Law.
Who pays return freight?
We do, on anything faulty, damaged in transit, or sent in error. You do, on change-of-mind returns.
Can I return part of an order?
Yes. Raise the RMA against the specific line and quantity. The rest of the order is unaffected.
I bought on a trade account. Is this different?
The process is the same. Credits are applied to your account rather than refunded to a card, unless you ask otherwise.
Not sure whether it is faulty?
Call us before you pack it. Ten minutes on the phone beats two weeks in transit.