Returns & warranty

This page explains what happens if something you buy from Skymesh Group hardware arrives faulty, is damaged, is not what you ordered, or simply is not right for you. All prices on this site are in Australian dollars and include GST.

Your rights under Australian 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights.

Faulty, damaged or incorrect products

• Damaged in transit or dead on arrival: check your order when it arrives and contact us within 7 days of delivery with your order number, a description of the problem and, for damage, photos of the item and the packaging. Keep all packaging until we have confirmed what happens next.
• Wrong item or missing parts: tell us within 7 days of delivery and we will arrange to send the right item or the missing part, or refund you.
• Fault after the first week: contact us any time. Many products carry a manufacturer warranty (the period is shown on the product page where we have it). We will help you work out whether a repair, replacement or refund is the right remedy and manage the claim for you, so you do not have to chase the manufacturer yourself.
• If a fault is confirmed, we pay the reasonable cost of returning the item, and you choose between the remedies your rights allow.

For some products (for example notebooks, servers and network equipment) we may ask you to try a few simple checks or a firmware update first. This often resolves the problem faster than a return. It does not affect your rights.

Changed your mind

If you ordered the wrong thing or no longer need it, tell us within 14 days of delivery and we will consider a return. To be eligible, the item must be:

• unused, unopened and in its original, undamaged packaging, with all accessories, manuals and any free items included; and
• a standard stock item (see the exceptions below).

Change-of-mind returns are approved at our discretion, are not a legal requirement, and may be refunded or offered as store credit. You pay the return freight, original delivery charges are not refunded, and a restocking fee of up to 15% of the item price may apply to cover handling, inspection and the cost of returning stock to the supplier.

What cannot be returned for change of mind

• Software, licences, subscriptions, activation keys and gift cards.
• Items ordered specially for you, cut-to-length or custom-configured products, and items marked clearance or non-returnable.
• Opened consumables such as ink, toner, labels, batteries, memory cards and media.
• Items that have been installed, used, damaged, or are missing their packaging, accessories or serial labels.
• Personal-use items such as headsets and earphones once opened, for hygiene reasons.

These limits apply to change-of-mind returns only. They never apply to a product that is faulty or not as described.

How to return something

1. Contact us at info@skymeshgroup.com.au with your order number, the item, and what has happened. Please do not post anything back before we reply.
2. We will confirm whether it is a fault, damage or change-of-mind return and give you a return authorisation and instructions.
3. Pack the item securely in its original packaging with everything that came with it, and clearly mark the return authorisation on the outside. Use a tracked service and keep your receipt. Items lost on the way back to us remain your responsibility unless we arranged the courier.
4. Large or heavy items that are hard to send back: tell us and we will arrange collection where the law requires it.

Refunds, repairs and replacements

• Approved refunds go back to the original payment method. Allow a few business days after we receive and check the goods for the money to appear.
• Repairs and replacements for warranty claims depend on the manufacturer. Some products are serviced by the manufacturer directly, so timeframes vary. We will keep you updated and tell you what to expect when we log the claim.
• If we inspect a returned item and find no fault, we may charge reasonable inspection and return costs, and we will give you a reasonable estimate before collecting anything.
• Items left with us for repair that you do not collect or respond about within 90 days after we have told you they are ready may be disposed of or sold to recover costs.

Cancelling an order

Nothing is charged until we confirm stock and delivery. If you want to cancel before your order has been dispatched, contact us as soon as possible and we will cancel it and refund any payment. Once an order has been dispatched, the return process above applies.

Questions?

Email info@skymeshgroup.com.au or call 07 4802 3120. See also our terms.

This page is a general summary and does not replace your statutory rights. Skymesh Group.