Warranty and Returns

Change of Mind Returns and Exchange

If you are looking to return a non faulty item please email [email protected] with the details and one of our team will be in contact you shortly with details and options on how to proceed. Depending on the nature of the claim restocking fees may apply. Please note, physically damaged goods or special ordered goods may not be eligible for non-faulty returns.

1. We will not accept a request to return and refund purchased goods where you have simply changed your mind, made a wrong selection or have simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping card and confirming your order.
2. We reserve the right to reject any change of mind return/exchange unless goods are in their original packaging. Returns of products that have been damaged, modified or tampered with will not be accepted. Goods that have already been opened are subject to our testing and approval and may require additional time to process.
3. Returns which are accepted are accepted at, the lesser of the market value at time of return or purchase price, less a restocking fee. Our Restocking fee is 15% ($10 Minimum).
4. Returns of software or games will not be accepted except for warranty.
5. When returning goods, please proof of purchase must be provided.

Warranty and DOA (Dead on Arrival Claims)

To apply for a warranty on faulty goods purchased through our website, please login to your account and create a new RMA request here.

1. All products sold are sold with a return to base warranty. Products which are the subject of any warranty or returns claim must be returned to Hard Drive and Memory before any such claim may proceed. To the full extent permitted under Australian law, the cost of returning the product will be borne by the customer.
2. Before you return the Product to us, we strongly recommend that you consider contacting the manufacturer directly. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. We are of course available to help you as well and you may contact us via email call us on 03 9348 9899, via e-mail [email protected] or bring your Product to our store. However, it is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. In many cases, the issue may be resolved with some basic “troubleshooting” by the manufacturer, so the manufacturer is always a good first point of contact.
3. A large percentage of warranty returns are tested to be without fault. Please note if a product returned to Hard Drive and Memory for warranty is deemed to be NOT FAULTY, Hard Drive and Memory reserves to right to charge a service fee of $25 for each product returned. Shipping charges to return the product to the customer will be applied. In addition any fees charged by a relevant authorised service centre may also be charged.
4. The whole warranty process usually takes 4 - 6 weeks. However, under some circumstances, it can take 8 - 10 weeks.
5. In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a:
   1. receipt we issued or
   2. bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
   3. If we cannot be satisfied that you purchased the product from us then we may elect whether or not to accept your product for return. For fraud prevention purposes, if you do not have a receipt, and we elect to give you a return we will need to record your personal details.
6. Please ensure that all products shipped to Hard Drive and Memory are adequately packed. Hard Drive and Memory take no responsibility for products that arrived damaged which have been damaged in transit. All such damaged products will be rejected immediately and costs for return shipping will be charged.
7. Once proof of purchase has been established, we will need to consult with the manufacturer or repair agent to determine the fault and resolution. When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. Once the product is with the manufacturer or their repair agent, they will determine whether:
   1. there is no fault found;
   2. there is a non-major fault which can be easily repaired within a reasonable timeframe;
   3. there is a major fault found and you are to be offered a replacement or a refund; or
   4. the product has been damaged or abused through misuse, abnormal use or negligent use.
8. Where the manufacturer's assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, and the transportation of your product to and from the manufacturer.
9. Repair Notice: The repair of your goods may result in the loss of any user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
   1. Where there is no fault found, the product will be returned to the store to be returned to you.
   2. Hard Drive and Memory cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by Hard Drive and Memory, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your cost.
10. If you need to return a product that is capable of retaining user generated data such as flash drives, internal or portable hard disk drives, please note that assessment and/or repair of the product may result in the loss of data. Hard Drive and Memory strongly recommends you save any data as a backup, external to the device where possible.
11. Hard Drive and Memory offers a 7 day Dead on Arrival replacement guarantee. Where a product purchased is found to be faulty within 7 days of receiving the product (by courier for delivery orders) or date of pickup/invoice Hard Drive and Memory will provide a new replacement subject to stock availability.
    1. A DOA claim must be made within 7 days of receiving the product.
    2. Products claimed under this process must be returned to us within 7 days of claiming the DOA.
    3. Approval is subject to testing once the product is returned to us. Once approved, customers can choose to obtain a replacement, store credit or exchange to a different product. This voluntary guarantee does not apply to some items. If you are unsure if products you intend to purchase/have purchased are covered by this guarantee, please inquire via e-mail.
12. Hard Drive and Memory does not directly handle warranty returns for products where a local or direct manufacturer to customer warranty service is available. These products include notebook, laptops, all-in-one PC, branded PC, printers, scanners, networking products, monitors and other retail products. Please check the manufacturer's warranty terms and conditions for the specific details.
13. Any product sold by Hard Drive and Memory is meant to be professionally installed; improper installation and resulting damage is NOT covered under warranty.
14. To return a faulty product purchased online, please login to your account and click on the relevant order number and then click the "Create New Return" button to lodge a claim. You will then be issued with a Return Authorization (RA) number. Please clearly print your RA number on the outside of the package when returning it to us. Include with the product a copy or scan or your proof of purchase. Failure to display the RA number (unless otherwise instructed) or proof of purchase will mean that your return will NOT be accepted until all documentation is provided.