WARRANTY & REFUNDS

1. What the consumer guarantees cover

Goods must be of acceptable quality, safe, durable, free from defects, fit for any purpose you made known to us, and match their description. Services must be provided with due care and skill, be fit for an agreed purpose and be supplied within the agreed time or a reasonable time.

2. DLB Computer Services builds and component warranties

We are responsible for helping resolve problems with products and services we supply. You do not have to contact the component manufacturer first. Individual parts may also include a manufacturer warranty. Where recorded, component model, serial number and warranty information will appear in your LiveBuild history or order documents.

Any additional DLB Computer Services workmanship promise will be stated on your quote or invoice. It operates alongside, and does not replace, your Australian Consumer Law rights.

3. Major failures

For a major problem with goods, you can choose a refund or replacement, or keep the goods and seek compensation for the reduction in value. A major problem includes goods that are unsafe, substantially different from their description, or unable to perform their normal or disclosed purpose and cannot easily be fixed within a reasonable time.

For a major problem with a service, you may cancel the service contract and receive a refund for the affected part, or keep the contract and receive a price reduction. The amount may take account of services properly supplied.

4. Minor failures

For a minor problem, we may choose to repair the product or correct the service free of charge. We will do this within a reasonable time. If we cannot or do not fix it within a reasonable time, you may be entitled to have it fixed elsewhere and recover reasonable costs, or seek another remedy available under the Australian Consumer Law.

5. How to make a claim

1. Contact DLB Computer Services using the details on your quote, invoice or order correspondence.
2. Provide your LiveBuild reference or other proof of purchase and describe the problem.
3. Back up your data where possible and tell us about any access restrictions.
4. Allow us a reasonable opportunity to inspect and assess the product.

Original packaging is not required. If a confirmed faulty product can be posted or easily returned, keep receipts for reasonable return costs. If it is large, heavy or difficult to return, contact us so we can arrange an appropriate return or collection. If inspection finds no fault, we may charge reasonable inspection or collection costs only after giving you an estimate first.

6. Data and repair notices

Computer repair can result in the loss of stored data. Back up important files before service where possible. Repairs may use refurbished parts in circumstances permitted by law. Where required, we will give you a written repair notice before accepting the goods.

7. When a remedy may not apply

Consumer guarantee remedies may not apply where you simply change your mind, misuse the product, were told about the relevant defect before buying, or ask for work to be performed against our advice. Damage caused by an accident, misuse, unauthorised modification, unsuitable power or another external cause may fall outside an additional warranty to the extent that cause created the problem. We will still assess each claim under the Australian Consumer Law.

8. Change of mind

We do not offer a return, exchange or refund where you receive the custom build or product you approved but later change your mind, find it cheaper elsewhere, decide you no longer need it, or prefer a different component. This policy does not limit any remedy available for a failure to meet an Australian Consumer Law guarantee.

9. Refund method

Where a refund is required, it will be for the amount required by law and ordinarily returned using the original payment method unless we agree on another method with you. We do not deduct an amount for use from a refund required for a major failure with goods.