Is my Tax Invoice required for warranty purposes?

Yes you must have and provide a copy of your invoice to make a warranty claim. When calling to request an RMA number you will be asked for your invoice number. please have this information ready.

What if I lost my Tax Invoice?

We will try our best to search through our system archive for your invoice to best assist you. Warranty claims can not proceed without knowing the invoice number and hence the date of purchase.

Is a RMA number required in order to return a product to PCMarket?

Yes. You must obtain a Return Merchandise Authorization (RMA) number within our warranty policy period (usually 1 year). Once issued, your RMA number is valid for 14 days within which we must receive the return products. RMA numbers will not be extended or reissued. The Customer should prominently display the RMA number on the shipping label of boxes containing the returned product. Any unauthorized returns will be rejected and returned at the customers cost.

How do I acquire a Return Merchandise Authorization number (RMA#)?

You can requst an RMA number by emailing warranty@pcmarket.com.au or by calling the warranties department on (02) 9898 3055. You will need to give the reason you are requesting a RMA. After you have received an RMA number you will need to complete and send in the Returns Authorization Form, which can be downloaded below. You will need to include this completed form along with a copy of your invoice when you return the goods.

What address should I send my return to?

The address to return your RMA goods is:

Attn: Warranties
Friction PCMarket
Unit G1, 3 Clyde St
Rydalmere NSW 2116

It is important that the customer ensures that the parcel is sent by as safe a means as possible as we will not be responsible for damage or loss which occurs when the products are enroute back to us. We recommend goods to be sent back either by Registered post or courier in a well padded package.

May I exchange my RMA'd item for a different product?

No. We do not exchange RMA items for different items. We replace an item only with the exact same item type or if unavailable will offer an equivalent.

How long does it take to process an RMA?

Defective items within the DOA period of 7 days, take 2-5 business days for us to process and ship the replacement item to you. Defective items returned for warranty after the DOA period typically take 2-4 weeks to be sent back to the manufacturer for repair / replacement.

What should I include with my RMA? Is it necessary to return all accessories with I send in a return?

Yes. All original equipment, components, manuals, cables, documents, packaging must be returned with your item in order for us to process your RMA. Missing items will incur further charges.

When and why do restocking fees apply? How much is deducted when a return is subject to a restocking fee?

There is a restocking fee of 15% on all returns of non-faulty goods for refund upon special request. Friction PCMarket is not responsible for manufacturer defects because we are not a product manufacturer. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Claiming "defective" is the easy way out of a restocking fee just because you don't want the item. If it's defective we will replace it (rma type repair).

For CPU and Memory refunds, any restocking fee we use will be a reflection on current market value for the same cpu item. PCMarket will not allow returns and then re-orders in attempts to make a profit on CPU and Memory price fluctuations.

Who pays for shipping on the defective item?

The customer is solely responsible for shipping any returned items to PCMarket. PCMarket does not pay for the return shipping of the defective item. We are not responsible for factory defects because we are not a product manufacturer and we do not produce the parts we carry. Thus we will split the shipping costs with the customer. The customer agrees to pay to send the item back to PCMarket and PCMarket will consequently repair or replace the component and ship the item at no charge back to the customer.

If an item I RMA to PCMarket is unavailable what happens?

If an RMA item is found to be out of stock and cannot be obtained because of stock shortages or the product being discontinued you will be notified and offered an equivalent that you agree you are happy with.

 

Return of Non-faulty items

Please note that for items found to be not faulty, customers will be responsible for payment of a non-faulty goods testing labour charge of $22 and the return courier fee as per our Terms and Conditions detailed on our Order form and on the reverse of your Tax Invoice.

Return of Assembled Systems purchased without On-site Warranty

If you purchase a full system from us without onsite warranty, it includes only full assembly & stress testing with software installation by our technicians but does not include any labour warranty. Each component is covered by its own Manufacturer Warranty, however you will need to diagnose which part of the system is faulty and return only the faulty item to us. If you require our technicians to troubleshoot the system for you, a labour charge of $33 for the first half hour and $50 every hour afterwards will apply. For details, see Terms and Condition on the Returns page and our Return Authorisation form which you can download from the same page. The above is not applicable for systems ordered with On-Site Warranties.

Please also refer to the conditions set out in our Terms of Trade.

You can download a copy of the Returns Authorization form in PDF format here:

Returns Authorization Form

The following Terms and Conditions of Sale apply to all products and services provided by Friction. Please make sure you choose carefully as all products are sold on a no refund basis, unless proven to have been faulty at time of sale. Friction's return policy on goods that are faulty and accepted by Friction is to exchange for goods of equal value or to provide a credit towards the purchase of other goods at Friction's Discretion.

1. The title of goods shall not pass to the buyer until full payment has been received and cheques are cleared by Friction.
2. All orders are subject to acceptance and confirmation by Friction.
3. Terms and conditions of payment for the Goods and/or Services are strictly CDB (Cash Before Delivery) unless otherwise agreed and specified on invoice. Payment by other than Cash or Cheque (by prior arrangement only) may attract additional administration charges. Lodging your Credit Card details with Friction can be used as the method for payment before delivery. Payments by Credit Card will incur a non refundable 3% surcharge and normal cancellation charges will apply.
4. Friction cannot deliver to third party addresses unless otherwise agreed.
5. Friction will not be responsible for goods lost or damaged in transit.
6. Customers are responsible for any costs incurred by unclaimed goods or refused shipments. Customers must ensure that someone is available at the delivery address to accept the goods. Friction will use its best efforts to ensure that delivery is timely but cannot be held liable for any delayed or lost goods.
7. In the event of a return for credit, Friction will deduct the cost of freight incurred from the amount refunded.
8. Friction does not guarantee product compatibility. On Special request, non-faulty Products returned for credit must be done so within 7 days of invoice date, unopened, unused in its original packaging and will incur a 20% restocking fee of the lower price of either its invoiced value or market value at the discretion of Friction. No goods will be accepted for return after 7 days.
9. Discounts given during promotional periods are not redeemable for cash and will be proportionally deducted in the instance of refund/credit if approved by Friction.
10. Goods sold on "back-to-back orders and no-return" basis will be identified by Friction and cannot be returned or cancelled.
11. If an order for Custom Systems is cancelled before dispatch a charge of 10% of the purchase price will be applied. In the case of a Component order cancellation, Friction reserves the right, at its discretion, to charge up to 10% of the purchase price.
12. Friction will only accept responsibility for adherence to technical or performance specifications by any goods to the extent that the Manufacturer of those goods accepts that same responsibility.
    

1. Friction Pre-configured Computer Systems come with a standard 1 year Nationwide On-site Warranty by Coverit. 3 year Nationwide Onsite Extended warranty is also available . Warranty does not cover for system errors or damage caused by viruses. These warranties are not applicable to Basic and Part Assembled Systems.
2. Friction Covers all component parts for a 1-year parts limited manufacturer warranty unless specified otherwise by Friction.
3. Bright or dead pixels on LCD Monitors do not automatically mean that the TFT is faulty or DOA unless the model purchased is specified by Friction to come with a zero dead pixel warranty. Unless a dead pixel check is paid for, all freight charges to and from Friction for exchange of units will be borne by customer.
4. Many goods including, but not limited to, most monitors, printers and component parts are covered by “direct” manufacturers' warranties. Any claims in these circumstances cannot be handled by Friction and the customer must contact the manufacturer or its agent for warranty claims.
5. Any goods returned for repair found by Friction to be free of faults or goods with physical damage or damage caused by improper use are not covered by warranty. The customer shall be liable for a handling and service fee of $22 for components or $33.00 (incl GST) Base Fee (30 mins) + $50.00/hour thereafter, including shipping costs if applicable.
6. No warranty claims will be accepted without a proof of purchase provided by the customer. The invoice is to be presented for any claims, and labour will be charged if goods are found by Friction not to be free of faults.
7. Any unauthorised returned goods will not be accepted and will be sent back at customer's cost. Goods under warranty must be transported to Friction at the customer's cost and returned in their original packaging. For Dead on Arrival (DOA items) – the full set of accessories including the manuals, driver CD's, all cables, original packing materials, etc must be returned together with the DOA unit.
8. For all returned items including Dead on Arrival (DOA items) – the full set of accessories including the manuals, driver CD's, all cables, original packing materials, etc must be returned together with the unit. If not restocking fees may apply
9. Friction will not accept, refund or replace any damaged goods caused by overclocking, (operating goods beyond their specifications), misuse or improper handling.
10. Customers who choose to overclock any equipment do so at entirely their own risk and accept that by doing so they have voided all warranties.
11. Failure of equipment to overclock will not be accepted as any basis for a claim for faulty goods.
12. Repairs or replacements under the terms of warranty do not give rights to extensions or a new beginning of the warranty period and the remainder of the original warranty will apply. Repairs or replacements may be carried out with functionally equivalent reconditioned parts.
13. Friction takes all due care in servicing all goods, however Friction accepts no liability whatsoever for any form of damage or loss of the aforementioned goods arising during servicing. Friction will not be responsible for any loss of data in any form and it is the responsibility of the Customer to backup all data before bringing any goods to Friction for servicing.
14. Warranty is not transferable. Warranty will be voided if goods are found by Friction to have any physical damage, unclear barcode labels, burnt-out chipsets or components due to inappropriate customer handling and use after labels are removed.
15. RMA policy on warranty provided by Friction are limited to those provided by the manufacturer in it's RMA Policy.
16. Intel and AMD CPU Warranty claims' returns must include the fan/heatsink or warranty will become void.
17. Warranty does not cover damage to other equipment used in conjunction with goods supplied by Friction.
18. Warranty does not cover damage caused by power surges, or any acts of God.
19. In the case of goods that are returned in a damaged condition, Friction reserves the right, it its discretion, to declare the goods “Beyond Repair”. Friction will replace the goods, at the customer's cost, with new goods with applicable new warranties. In the event that parts are salvaged from the damaged goods and used in the new goods, whatever warranty remains on those salvaged parts will apply.
20. Customers who have warranted items, which are no longer available, will be offered an equivalent product or the choice to upgrade at Friction's discretion.
21. Under no circumstance can opened software be returned.