Warranty, Returns, Terms & Conditions
At XGaming Systems we want our customers to be completely satisfied with their purchase and understand their rights along with our policies.
We therefore recommend you read our Warranty, Refund, Return and Repairs Policy prior to you making a purchase from XGaming Systems, so you are familiar with our policy on warranty, refunds, returns and repairs and your rights under the Australian Consumer Law.
We also recommend you immediately inspect any goods that we deliver to you or that you collect from our pickup location, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please email our Sales team .
Please choose carefully as returns can be a lengthy and costly ordeal. We recommend you research system specifications, your personal requirements and carefully preview any orders before adding them to your shopping cart and proceeding with your order. If you are unsure about anything at all, please contact us with any questions you may have before purchasing.
XGaming Systems by default does not offer returns for simple change of mind after purchase, however we may at our sole discretion offer returns on a case by case basis.
If we elect to accept a return, you may return it within 7 days for a refund. The refund will only be issued for the amount of the sale deducting our restocking fee and will not include shipping costs. Shipping costs to return the item to us must be covered by the buyer. All systems will also be subject to a 25% restocking fee which covers labour costs to reset, clean, re-check, test and relist the system. To return merchandise, please call the XGaming Systems customer service department and provide the invoice number, item description, and serial number(s) if applicable of the merchandise you wish to return. Returned merchandise must be undamaged, same condition as received, and placed in original packaging, and include product manuals and other accessories. All sales on software items are final. Refunds will be processed within 14 business days after item has been received back by us. We reserve the right to decline a return request or may only issue a partial refund if the item arrives back to us in a damaged or mistreated state or missing any parts, accessories or anything else that should be present.
Consumer Guarantees and Your Rights Under the Australian Consumer Law
Refer to Consumer Guarantees for more information.
We ship our systems with either Fastway Couriers or Australia Post and will provide you with a tracking number once your order has been shipped. The customer is responsible for all freight charges unless otherwise agreed upon. XGaming Systems holds no responsibility for lost/damaged goods in transit as this rests with the shipping company. If there are any issues or delays with your shipping, please contact us and we will endeavor to resolve the issue with the shipping company as soon as possible.
Goods Damaged in Transit
If any goods arrive to you damaged, please IMMEDIATELY email our Sales Team. Do not wait or further unpackage goods, and please take and provide any photos of such damage including damage to packaging to us. We can track when goods have been delivered and any delay in notifying us of damages may not be deemed as damaged in transit but rather damage by customer and may not be covered. XGaming Systems will arrange to have the damaged goods returned to us and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.
Refunds will normally be processed within 14 business days depending on any delays in assessment of goods if required. If a refund is processed electronically, please check and ensure all details you have provided us are correct. We will not be held responsible for any incorrect account details provided by the customer.
Returns and Repairs
If you have spoken to us and organized to return goods, you may return goods we have delivered to you by mail by contacting our Sales Team.
You may also contact us to organize a return to the pickup location if you are local and a XGaming Systems staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.
Goods must be returned within our 7 day return policy.
If any goods cannot be easily returned to us due to their size, the fault or because they have been affixed or installed in your premises, please email our Sales Team and we will determine the best course of action.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data.
In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.
In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Different brands of certain components with the same function/performance may also be used for repair or replacement depending on stock availability.
Our Warranty Coverage (IMPORTANT)
With all of our systems both new and refurbished we offer a return to base hardware warranty. It is important that our customers read and understand what is covered under our warranty and what is not covered.
All refurbished systems come with a 6 month(180 day) return to base hardware warranty.
All new systems come with a 1 year(365 day) return to base hardware warranty.
These warranties are in effect from the date of payment on your invoice. Return to base hardware warranty means that if an error occurs in your system, we require it to be returned to our store located at 2/5 McPhail Road, Coomera, Queensland for assessment and repair, via drop off or shipping if you are unable to physically bring your system to our store.
There are many different situations and circumstances that an issue may occur. Our hardware warranty only covers any physical hardware failures that occur with components in our systems or peripherals purchased from us. It does not cover any software issues, user damage, user installed components or misuse.
More specifically what IS covered:
– A physical hardware failure under normal recommended use of an original component or accessory that was present inside or with the system we sold you when you received it from us.
More specifically what is NOT covered:
– Any issues not caused as a direct result of a physical hardware failure of our system.
– Viruses, spyware, malware and other malicious code that has caused issues or stopped the system from booting.
– Incompatibility with a piece of hardware not bought from us.
– Incompatibility with a certain software application.
– Software errors, bugs, crashes or freezes.
– Physical damage or faults caused by the end user.
– Physical damage as a result of negligence – eg: not using a quality surge protector.
– Improper or not recommended operation of the computer such as overclocking.
– The power supply in your system physically fails under normal use. This WOULD be covered.
– One of the sticks of memory in your systems becomes faulty under normal use. This WOULD be covered.
– The system gets a virus or corrupted file and you can no longer boot up the computer. This would NOT be covered.
– The user tried to self install a new piece of hardware and physically damaged something by accident. This would NOT be covered.
– The user tried to overclock the graphics card and the higher voltage damaged the components causing the graphics card to malfunction or blow up. This would NOT be covered.
– The system has issues connecting to the users internet wirelessly however other networks can be seen by the system. This would NOT be covered.
– The system was not connected to a quality surge protector, a storm happened and it surged your system. This would NOT be covered.
Windows COA (certificate of authenticity):
Unless your system has a Windows license embedded into the motherboard, it will be sold with and include a physical Windows COA sticker containing your unique Windows license key stuck usually onto the side exterior of the chassis. If this is damaged or absent from the system, it is not in a returnable condition and you will not be eligible for a replacement system or refund. If we elect to proceed with the refund or replacement a surcharge will be payable for replacement of the Windows license at full retail cost.
Our warranty does not cover issues or failures arising from the use of overclocking tools whatsoever. This is classed as “not recommended” use and will be deemed user error and misuse. Overclocking can damage system parts and cause errors in your system. If a system is returned to us and these tools are found to be installed and linked to the issue, we reserve the right to refuse your warranty claim.