Returns, Refunds and Warranty Policy
Effective Date: 11 October 2026
At UpwardTech, we are committed to supplying quality computer hardware, software and technology products. We want our customers to feel confident when purchasing from us and aim to resolve any concerns fairly, professionally and efficiently.
This Returns, Refunds and Warranty Policy outlines the circumstances in which products may be returned, exchanged, repaired or refunded. This policy applies to purchases made through the UpwardTech website and is intended to operate in accordance with the Australian Consumer Law (ACL), contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under Australian law.
1. Australian Consumer Law and Consumer Guarantees
All products sold by UpwardTech are covered by applicable consumer guarantees under Australian Consumer Law.
Depending on the nature of the product, consumers are entitled to expect that products:
Are of acceptable quality, safe, durable and free from defects.
Are fit for their ordinary purpose and any particular purpose made known to UpwardTech where applicable.
Match their description, advertised specifications and any applicable sample or demonstration model.
Correspond with any express warranties or representations made by UpwardTech or the manufacturer.
Come with any applicable rights concerning ownership, repairs and spare parts.
If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances and whether the failure is major or minor.
These rights apply independently of any manufacturer's warranty and cannot be removed by a store policy, warranty expiry date or standard return timeframe.
For further information, visit the Australian Competition and Consumer Commission (ACCC) website at https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees.
2. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, defective, not as described or different from the item ordered, please contact UpwardTech as soon as reasonably possible.
When contacting us, please provide:
Your order number or proof of purchase.
The product name and model number.
A description of the fault, damage or discrepancy.
Photographs or videos demonstrating the issue, where reasonably available.
Any relevant diagnostic information or error messages.
UpwardTech may request that the product be returned or made available for reasonable assessment to establish the nature of the issue and determine the appropriate remedy.
Minor failures
Where a product has a minor failure that can be remedied, UpwardTech may arrange a repair or another appropriate remedy within a reasonable time, in accordance with Australian Consumer Law.
Major failures
Where a product has a major failure, or cannot be remedied within a reasonable time as required by law, you may be entitled to reject the product and choose an appropriate remedy, including a refund or replacement, subject to your statutory rights.
A major failure may include a product that is substantially unfit for its normal purpose, unsafe, significantly different from its description, or affected by a problem that would have reasonably influenced a consumer's decision to purchase it.
The appropriate remedy will depend on the circumstances and the applicable legal requirements.
Important: UpwardTech will not automatically direct customers to the manufacturer or refuse assistance solely because a manufacturer's warranty has expired.
3. Change-of-Mind Returns
UpwardTech understands that a customer may occasionally change their mind after making a purchase.
However, change-of-mind returns are not automatically required under Australian Consumer Law where a product is otherwise compliant and meets all applicable consumer guarantees.
As a voluntary customer service measure, UpwardTech may consider change-of-mind return requests on a case-by-case basis, subject to approval and the following general conditions:
The request is made within 14 calendar days of delivery.
The product is unused and in its original condition.
All original packaging, accessories, manuals, cables and included items are present.
The product is accompanied by proof of purchase.
The product has not been registered, activated, redeemed, installed or otherwise used where this affects its resale or return eligibility.
UpwardTech reserves the right to decline a voluntary change-of-mind return where the above conditions are not met.
If a change-of-mind return is approved, the customer may be responsible for return postage and any applicable delivery charges, provided these charges are lawful and disclosed appropriately.
A refund for an approved change-of-mind return will generally be processed using the original payment method after the returned product has been received and assessed.
This voluntary policy does not limit or replace any rights a customer may have under Australian Consumer Law.
4. Computer Hardware Returns
This section applies to hardware products sold by UpwardTech, including computer components, storage devices, peripherals, networking equipment, accessories and other electronic products.
Return condition
For voluntary change-of-mind returns, hardware should be returned unused, complete and in its original packaging, where applicable.
Products should be packaged securely to prevent damage during transport.
Installed or tested hardware
Computer hardware may need to be installed or tested to determine whether a fault exists. Reasonable testing or installation does not automatically remove a customer's rights under Australian Consumer Law.
Where a product has been installed, modified, damaged or used outside its intended operating conditions, UpwardTech may assess whether the issue was caused by misuse, accidental damage, improper installation, unauthorised modification or another factor.
A return may be declined where the evidence establishes that the problem was caused by circumstances for which UpwardTech is not legally responsible. This does not affect any rights that remain available to the customer under applicable law.
Compatibility and incorrect purchases
Customers are encouraged to check product specifications, system requirements, socket types, power requirements, operating system compatibility and other relevant technical details before purchasing.
If a product is incompatible with a customer's existing system but is otherwise correctly described and functioning as expected, a refund or exchange is not automatically required by law. Any voluntary return will be assessed under the change-of-mind provisions above.
Where UpwardTech has recommended or represented that a product is suitable for a particular disclosed purpose, applicable consumer guarantees may still apply.
5. Software, Digital Products and Licence Keys
Software products may be supplied as physical media, downloadable files, digital licence keys, activation codes, subscriptions or other electronic products.
Due to the nature of digital software, certain voluntary change-of-mind returns may not be available once a licence key has been revealed, redeemed, activated, registered or downloaded, or once a subscription has commenced.
Where permitted by law, UpwardTech may decline a voluntary change-of-mind return for software that has been activated, redeemed, installed or used.
However, these restrictions do not remove a customer's rights under Australian Consumer Law.
If software or a digital product is defective, invalid, incorrectly supplied, materially different from its description, or otherwise fails to meet an applicable consumer guarantee, please contact UpwardTech for assessment and an appropriate remedy.
Depending on the product and circumstances, this may include a replacement licence, correction of the issue, a refund or another remedy required by law.
Customers are responsible for reviewing the software's system requirements, licence terms and intended functionality before purchase. This does not limit any rights arising from misleading descriptions, unsuitable recommendations or failures to meet applicable consumer guarantees.
6. Manufacturer Warranties
Some products sold by UpwardTech include a manufacturer's warranty. The duration, coverage and conditions of these warranties vary by manufacturer and product.
Where applicable, warranty documentation or relevant warranty details will be supplied with the product or made available to the customer.
Manufacturer warranties operate separately from consumer guarantees under Australian Consumer Law.
UpwardTech will assist customers with applicable warranty enquiries and claims where reasonably possible. A customer may also be directed to an authorised service centre where appropriate.
The existence, expiry or limitations of a manufacturer's warranty do not automatically determine whether a customer remains entitled to a remedy under Australian Consumer Law.
7. Products Not Eligible for Voluntary Change-of-Mind Returns
Subject to any rights that cannot lawfully be excluded, UpwardTech may decline voluntary change-of-mind returns for:
Activated, redeemed or used software licence keys and digital activation codes.
Downloadable software or digital products that have been accessed or supplied electronically.
Products that have been customised or specially ordered to a customer's specifications.
Products that have been damaged after delivery through misuse, accident, improper installation or unauthorised modification.
Products that are incomplete or missing accessories, packaging or other supplied components.
Products affected by ordinary wear and tear where the issue does not amount to a failure of an applicable consumer guarantee.
These exclusions apply only to voluntary change-of-mind returns where legally permissible. They do not exclude any applicable statutory rights relating to faulty, misdescribed or otherwise non-compliant products.
8. How to Request a Return
To request a return, refund, replacement or warranty assessment, please contact UpwardTech using the contact details published on our website.
Please include the following information:
Your full name and contact details.
Your order number or proof of purchase.
The product name and model.
The reason for your request.
Photographs, videos or diagnostic information, where relevant.
Your preferred outcome, such as repair, replacement or refund.
UpwardTech will review the request and advise you of the next steps, including any return instructions or assessment requirements.
Please do not send products to an address that has not been confirmed by UpwardTech.
A return authorisation may be requested to help us identify and process your return. However, administrative requirements will not be used to deny or obstruct rights available under Australian Consumer Law.
9. Return Shipping and Associated Costs
Faulty or non-compliant products
Where a product fails to meet an applicable consumer guarantee, UpwardTech will comply with its legal obligations concerning return shipping, collection, assessment and reasonable associated costs.
Depending on the product and circumstances, the customer may be responsible for initially arranging the return of a product that can reasonably be posted or easily returned. If the product is confirmed to have a problem covered by consumer guarantees, UpwardTech will reimburse reasonable return costs as required by law.
For large, heavy or difficult-to-transport products, UpwardTech will make appropriate arrangements in accordance with applicable legal requirements.
Customers should retain receipts for reasonable return postage or transport costs.
Change-of-mind returns
For approved voluntary change-of-mind returns, the customer will generally be responsible for return postage unless UpwardTech advises otherwise.
Original delivery charges and other costs will be handled in accordance with the disclosed terms of the approved return and any applicable legal requirements.
10. Refund Processing
Where a refund is approved or required, UpwardTech will process it within a reasonable timeframe and in accordance with applicable law.
Refunds will generally be issued to the original payment method. If this is not reasonably possible, UpwardTech will discuss an appropriate alternative with the customer.
The time taken for funds to appear in a customer's account may depend on the payment provider or financial institution.
UpwardTech will not substitute store credit, a voucher or another form of compensation where a customer is legally entitled to a monetary refund and has the right to choose that remedy.
11. Products Damaged During Delivery
Customers are encouraged to inspect deliveries upon arrival and notify UpwardTech promptly if an item appears damaged, incomplete or incorrect.
Where possible, retain the original packaging and take photographs of the damage and packaging.
UpwardTech will investigate the matter and arrange an appropriate outcome where required.
Customers will not be denied their statutory rights solely because damage was reported after delivery rather than immediately upon receipt.
12. Data, Storage Devices and Privacy
Before returning a computer, storage device or other product capable of storing personal information, customers should back up their data and remove personal information where reasonably possible.
UpwardTech recommends removing personal accounts, passwords, confidential files and other sensitive information before returning a device.
Where a product requires testing or repair, UpwardTech will take reasonable steps to handle customer information appropriately and in accordance with applicable privacy obligations.
Customers should be aware that assessment, repair, replacement or processing of a storage device may involve data loss. UpwardTech cannot guarantee that stored data will remain intact during these processes.
Nothing in this section excludes liability or obligations that cannot lawfully be excluded, including applicable obligations relating to privacy, consumer guarantees or services performed by UpwardTech.
13. Refunds for Undelivered or Unavailable Products
If UpwardTech is unable to supply a product that has been paid for, including because of stock shortages, supplier issues or other circumstances, UpwardTech will contact the customer and provide an appropriate solution in accordance with applicable law.
Depending on the circumstances, this may involve an agreed alternative product, a revised delivery arrangement or a refund.
UpwardTech will not retain payment for a product it is unable to supply where a refund or other remedy is required by law.
14. Business and Commercial Purchases
UpwardTech may supply products to individuals, sole traders, businesses and other organisations.
Australian Consumer Law may also apply to business purchases, depending on the nature, price and purpose of the transaction and the applicable statutory definitions.
Where a purchase qualifies for consumer guarantees, those rights remain applicable regardless of whether the purchaser is an individual or a business.
For transactions that do not qualify for consumer guarantees, the applicable contract terms and other relevant laws will govern the parties' rights and obligations.
15. Contact UpwardTech
If you have questions about this policy or would like to arrange a return, refund, replacement or warranty assessment, please contact UpwardTech through the contact details provided on our website.
Please include your order number and a description of your enquiry so that we can assist you efficiently.
We aim to handle all enquiries fairly, professionally and in a timely manner.
16. Policy Updates
UpwardTech may update this policy from time to time to reflect changes to our products, business operations or applicable legal requirements.
The current version will be published on our website with its effective date.
Any policy update will not remove or reduce rights that have already accrued to a customer under Australian Consumer Law or other applicable legislation.