Shipping & Returns & Payments
- We only list products which are available or for which we have an ETA (Estimated Time of Arrival) on our website (BY ORDER products are those that are never held in stock and must be ordered in)
- Prices and availability information on our website are generally updated at least once every business day
- The price and availability information on our website is correct to the best of our knowledge at the time the information is updated
- Available products are generally delivered within 1-2 days of receipt of payment
- Order Status is available from the My Accounts area of our website. Please check this before calling, initiating a chat or emailing. (For tracking information please contact us)
All prices displayed on our website are GST-inclusive.
Prices are updated on our website at least once every business day. (i.e. There is no need to confirm this by email or phone).
Order Acceptance Policy
All orders placed with us are subject to our acceptance. We reserve the right to decline (i.e. not accept) any order up to the point of the point of delivery of the order to you and an invoice for the order being issued to you. We will not dispatch an order until we have received payment in full for the total value of the order. Automatic confirmation of successful order placement and/or receipt and/or processing a payment for the order does not constitute acceptance of the order by us. If we decline your order after a payment for the order has been received/processed we will contact you with the details and refund the payment in full.
The availability information displayed on our website is extracted from our real-time inventory management and order processing system. Our website is updated with up-to-date stock information up to 4 times per day. Hence, if our website indicates that an item is in stock, it generally means that it is (i.e. There is no need to confirm this by email or phone). We do however recommend that you contact us about stock availability if you see on the website that our stock levels for the item you want to purchase are low (i.e. less than 5 items in stock) or you intend to purchase a large quantity of the same item (i.e. more than 5).
If an ordered item is out of stock or marked with ETA/BY ORDER it will be placed on backorder or partial backorder (which you will be able to see on the Order Information page accessed from the My Account page). An estimated time of arrival (ETA) will be specified in the Order History where available. BY ORDER means an item is never held in stock and must be ordered in specifically for your order, which means it will generally take a bit longer. Please contact us for details of your specific item. If you do not wish to wait, please contact us and we will refund you for the items (although we may pass on any cost associated with ordering the item in specifically for you).
Backorders can occur when:
- You purchase a quantity of products which is greater than available in stock
- You purchase a product which has stock as “ETA” or “BY ORDER”
- You purchase a product which has been sold out and quantity information on the website has not yet been updated since the last website update
When one of these conditions occurs at the time of purchase and you see your order status remaining as Shipping, Back Order or Partial Back Order for a period of more than 3 days without further information on the ETA, please contact us to discuss available options (i.e. Keep the order and wait for the item to arrive in stock or cancel the order (or part) and immediately receive a full refund for the unshipped items). Please note, there may be additional shipping costs if you request a partial shipment of your order.
To track your order, please log into our website with your account and look at the My Account page. You will be able to see the status of all your orders. We also use the My Account page to display any additional information about your order. Please check the order progress regularly and contact us if there are any issues or concerns.
We are very flexible with order cancellation and allow to cancel the order up to the point when you receive and sign for the goods. However, if we incur costs as result of the cancellation, we will pass these on to you, so please research and choose the products carefully and consider how you pay for your purchase. Also, please note that all cancellations must be done or confirmed by email. The following policies apply on order cancellations where the order is cancelled as a result of the customer changing their mind:
- Credit Card Handling Fees – For order cancellations paid for by Credit Card (NOT PayPal), the Credit Card Handling Fee of 1.5% is not refundable, as this fee is charged by the bank and is not refunded to us when an order is cancelled and we have to issue a refund.
- Freight Costs & Shipping Insurance – If you cancel an order that has been shipped but not yet delivered, the freight cost and shipping insurance will not be refunded, as we will not be refunded this cost by the courier. Please note that an order in the status of Shipping may have already been shipped but not yet updated on our website.
- Restocking Fees – Although unlikely, a 20-25% re-stocking fee may apply, as depending on the item and supplier we may be charged this fee.
A phone call or an email requesting cancellation of the order does not constitute cancellation of the order. We must confirm all cancellations in writing or by a change of order status on the website. We have this policy to ensure that if an order has been shipped or is preparing to be shipped it is stopped before we confirm the order cancellation.
We must receive cleared payment in full for the total value of the order before we will accept and start processing your order. The following methods of payment are accepted:
Credit/Debit Card (Immediate clearance)
1.5% handling fee (as a percentage of the total) applies
PayPal or Credit/Debit Card via PayPal (Immediate clearance)
2.5% handling fee (as a percentage of the total) applies
For certain Credit Card orders (i.e. based on fraud risk as determined by our automated fraud risk assessment procedures), we will undertake additional steps (as determined by our fraud prevention policies) to ensure the transaction is not fraudulent. These steps may include, but are not limited to:
- Calling the customer and/or the owner of the credit card on a landline number
- Verifying the landline number as belonging to the delivery or billing address
- Validating the billing address specified on our website as matching the billing address provided to the credit card issuer
- Requesting the courier to verify and record the identity of the recepient on delivery
- Requesting a photocopy of the credit card to be faxed to us (to verify physical posession of the card)
Shipping charges apply to all orders placed. Our shipping cost is calculated on the weight, volume and delivery post code for every order. Shipping and dispatch times on our website are indicative only. To avoid delays and possible second delivery charges, we strongly recommend that you provide an attended business address (such as a work address), where someone you trust will be available to receive and sign for the order during normal business hours.
We only use person-to-person delivery services (i.e. Where the recepient must sign for the delivery) to ensure orders can be tracked all the way through to delivery. For certain orders (i.e. as determined by our fraud prevention policies), we may also request for the courier to verify the identity of the recepient.
Normal delivery times for items in stock are 1-2 days from payment clearance. These timelines are guidelines only. COOL PC does not take any responsibility for any delays in shipping. Where possible we provide consignment details and courier tracking numbers to customers (in the order status), so please contact the corresponding courier to track your shipments. You should check the Order History on the Order Information page accessible from the My Account area for information on your order.
Shipping Insurance – Shipping Insurance is available for your goods, and must be specified when you are ordering. Insurance is optional and charged at 2% of the value of goods. We strongly recommend insuring your goods against transit damage.
Signing for Delivery – The customer is responsible for ensuring that either they or their authorised representative inspect the goods prior to accepting the delivery and signing the Proof Of Delivery (POD) document. Each delivery should be checked for completeness (i.e. Enclosed goods as per accompanying Consignment Note) and any transit damage. Failure to inspect the goods prior to signing the POD will result in voiding of any insurance against loss or transit damage.
- Signing of a Proof of Delivery (POD) document confirms that the consignment has been delivered in full and in good condition (i.e. no visible physical damage). POD should only be signed once the goods have been inspected as a clean signed POD will void any insurance against loss or transit damage.
- If a shipment arrives with a damaged carton or item, the delivery should either be rejected with POD not signed or the POD must have the exact damage noted on it including any carton identifier available, signature, name and date as above. If this information is not provided the POD will be treated as clean and will void any ability to claim loss or transit damage against shipping insurance.
Additional Fees and Charges
If we incur extra delivery charges as a result of your action or inaction, these may be passed on to you at our discretion. An example of such charges are second delivery charges by couriers as a result of you or someone who can receive the goods not being in attendance at your nominated delivery address when you have specified that the address is attended during normal business hours.
Manufacturer promotions are offered at the discretion of the manufacturer. This may include cash-back offers, free items, or any other promotion. These promotions are only valid on products that are obtained through the Australian channel from stores such as ourselves. Generally any products purchased from us will be valid for manufacturer cash-backs and other promotions being advertised in Australia, provided any other additional criteria are met.
These promotions are in no way under the direct or indirect control of COOL PC. Manufacturers will place set time frames in which these promotions are current and valid, and we have no ability to extend these times. We may still offer products for sale after the promotion has expired, and the promotion shall not be redeemable.
Should any more information be required about any given promotion, we are happy to assist with queries where possible, however the manufacturer should be contacted as they will be better equipped to answer queries about their promotions.
Refund and Return Policy
Please research the products carefully before placing an order. We generally do not provide refunds or exchanges for incorrectly ordered goods or if you change your mind once you have received the goods. We take no responsibility for incorrect choice of product or for any hardware/software compatibility issues. The customer is ultimately responsible for researching the product specifications from the manufacturer and other resources and selecting the appropriate product to meet their requirements. For your convenience, we do provide manufacturer’s links for the majority of products sold in our store. If at our sole discretion, we decide to accept non-faulty goods for a refund, a re-stocking fee of 20%-25% may be charged and other non-refundable costs incurred by us (i.e. Credit Card Handling Fee and Freight Costs) will be passed on.
Return of Faulty Goods (Under Warranty)
BEFORE returning any faulty goods to us you must initiate a return / warranty claim with our Service Department from My Returns / Warranty Claims section of the My Account page. You must select the faulty item from the list of products you have purchased and provide the faulty item’s serial number (for those items that have a serial number) and as much information as possible about the fault / problem. Where appropriate, we will issue you with a Return Authorisation Number (RA Number) and provide with instructions on returning the faulty item. The RA Number is generally valid for 7 days from the date of issue, in which time the faulty goods need to be received by our Service Centre. If the faulty goods may not be returned within 7 days please advise us as soon as possible so that we can contact and advise the Service Centre to take steps to ensure the goods are not rejected at delivery. The RA Number MUST be clearly displayed on the return package. Any goods returned without an RA Number will be not accepted and shipped back to you at your expense. Depending on the item we may require that it is returned with all original accessories (i.e. Power supply, cables, I/O shields, controllers, adapters, etc) to enable the faulty goods to be properly tested for the specified fault. The Service Centres reserve the right to reject incomplete or poorly packaged items where poor packaging may have resulted in damage to the item.
A refund for the amount paid for the item or a replacement item will be provided at our discretion for any goods returned under Express Store Warranty where the Express Store Warranty provide a remedy over and above the rights you have under Statutory Warranty provided for by the ACL. For claims under Statutory Warranty your rights are as provided by the ACL depending on whether the goods have suffered a major or a minor failure. A refund or replacement item will only be issued once the faulty item has been received and tested for the specific fault / problem specified in the Return / Warranty Claim and found to be faulty.
If a product is sold in a bundle with another product only the faulty product will be replaced or refunded with the non-faulty products valued at the individual product price as at the time of the purchase.
Dead-On-Arrival (DOA) Products
You must go through Return / Warranty Claim procedure outlined above in order for us to process your return / warranty claim. If the item is found faulty, we will either replace the item or refund the full amount of the order based on your choice. To ensure expedient handling of your DOA return please initiate the DOA return within 7 days of receiving the product.
Return of Non-Faulty Goods
Our Service Centres test for declared faults thoroughly, however, if they find the item to have no faults or intentional damage to the item, a $45 service fee may be charged and the non-faulty item will be shipped back to you at your expense If the item is found to be not faulty and the service fee is charged, you will be required to pay the service fee prior to the goods being shipped to you. If payment is not received within 30 days, the goods will be sold to recover the service fee and any difference will be refunded to you.
All products sold by COOL PC are covered by Statutory Warranty, Express Store Warranty and/or Express Manufacturer Warranty. Most of the goods carry 12 months Return-To-Base Store Warranty or Express Manufacturer Warranty, but some, like monitors, could have an Extended Manufacturer Warranty. Please contact the product manufacturer for Extended Manufacturer Warranty details. As provided by the ACL it is up to you as the consumer to decide whether to deal with us or directly with the manufacturer with respect to your warranty claim under Statutory Warranty. However, where the manufacturer has a service centre network in Australia you may find it more efficient to handle the warranty claim directly with the manufacturer as we may not have the facilities or the expertise to test the product for the specified fault and would ultimately have to return the product to our supplier who may in turn need to return it to the manufacturer for testing and dealing directly with the manufacturer will avoid the delay of the product being handled through the entire supply chain. This process may add up to 4 weeks of extra handling time.
COOL PC does not accept any responsibility for any data loss caused by the product purchased from us.
Terms and conditions are subject change from time to time without prior notice. It is your responsibility to review the terms and conditions prior to placing orders on the website.