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Warranty Information Warranty Statement All products come standard with one year manufacturer warranty, unless specified otherwise. All new PCs come with 1 year parts and 2 years labour, return to base warranty (RTB), unless specified otherwise. A restocking fee of up to 25% may apply if a returned unit is not faulty and a refund is demanded. Electron Flow will not replace, refund or warrant any product that is damaged due to misuse or improper handling. Servicing and maintenance are covered by a 90 day warranty. Services involving networking and software may not be coverable by warranty where human error is present. Electron Flow takes no responsibility for products which are damaged or go missing in transit. All warranty is strictly return-to-base, return freight will be payable for goods to be sent back once repaired or replaced.
Products which are Dead On Arrival (DOA) Products which arrive faulty or fail within 7 days are considered Dead On Arrival (DOA). If a Product is faulty within the DOA period of 7 days from delivery then the customer must follow the procedure outlined for warranty returns. Once an RMA number has been issued, the faulty item must be sent back to Electron Flow properly packaged in a suitable shipping container. Once the item is received, and confirmed to be DOA, we will send out the replacement item as soon as possible. Shipping of the replacement is payable by the customer.
Products which are faulty outside of seven days In most cases where a product is faulty outside of the DOA period, the customer will need to contact the manufacturer directly to organise repair/replacement. If the customer chooses to fill out an RMA following the procedure below, we can provide the relevant contact details for the product manufacturer.
The exception to this is where Electron Flow is the OEM, i.e. PC systems and packages. In this situation the customer will need to fill out the RMA, as per instructions below, once issued with an RMA number, the faulty unit will need to be returned to us for repair. The faulty unit must be packaged properly and placed in a suitable shipping container. Shipping costs for units with RTB warranty are payable by the customer.
Procedures for warranty returns Login to 'My Account', found on the home page, click on 'Review previous Orders'. Choose your invoice number, and then click on the 'RMA' link above the faulty product. At this point you will be presented with the RMA form, choose the type of RMA - DOA or Faulty - make sure the name and email address is filled in correctly, to enable us to contact you about the status of your RMA. The comments section needs to be clearly filled out with the details of the fault description and any additional comments you wish to make. To view the status of an RMA, login to 'My Account', click on 'View RMAs'. Choose the RMA you wish to view, the status of the RMA will be updated on this page and emailed to you.
ALL products being returned must be 100% complete and must be packaged in ORIGINAL PACKAGING with the Return Authority (RA) number clearly visible. All packing materials, manuals, diskettes, CDs, digital media, blank warranty cards and other accessories and documentation must be included in the original packaging, as provided by the manufacturer. A return will not be processed, or a restocking fee may be charged in the event ANY item(s) included in the original shipment to you is not present in the returned package. Items sent for return consideration will be immediately denied and Electron Flow's return policy will NOT BE HONORED in the event that a return shipment is received by us improperly packaged, altered or physically damaged.
Items to be returned should be addressed as follows: Attn: RMA# (your RMA number) Electron Flow P/L 574a North Rd. Ormond VIC, 3204
Compatibility Damage in transit If upon external inspection, any damage appears to have been incurred in transit, the customer MUST mark as DAMAGED GOODS prior to signing on the Proof of Delivery docket. The customer MUST then notify Electron Flow within 3 days of delivery. In the case where there is damage to a consignment, and inspection prior to signing the Proof of Delivery is not possible, the customer MUST notify Electron Flow within 3 days of delivery. If Electron Flow is not notified within 3 days of delivery, Electron Flow will be unable to make a claim for the damaged goods.
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