Rosman Computers Warranty
1. Lodging a Claim
Please see the following steps to lodge a warranty claim with Rosman Australia:
STEP 1: The first step is to call or email our technical team. Even if you are absolutely positive the hardware is faulty you must contact our technical team with the details of the problem. The reason for this is that a high proportion of returns which we receive back for warranty claim turn out after our testing are not faulty and end up costing the end user (yourself) wasted shipping charges to and from us. We employ this method because there is a chance our technical team knows a remedy that we can guide you towards. We also employ this method to meet the current sustainability objectives in line with the UN Sustainability Development Goals for 2030.
STEP 2: If it turns out that the problem is a hardware fault, our team will request you to return the faulty goods. Please ensure your description of the faulty hardware is detailed enough for our technicians to identify any suspected faults during testing upon return to our store. Tech support can be reached on the following number (02) 9052 4160 .
STEP 3: If it is established that you need to return the item purchased from one of our stores, including the Rosman Australia’ online store, use the following as a guide:
- Ensure the faulty hardware is packed well to avoid any in-transit damage.
- Clearly mark your order number on the outside of the box, with our return address below.
- If you are unsure exactly what you need to send back, please contact us.
- Goods arriving damaged will be rejected.
- Goods which are not packaged adequately may incur a $20 re-packaging fee on return.
- Goods returned charged (receiver pays) to us will be rejected.
- Rosman Australia will not be held responsible for any damage caused during return transit. Please ensure you have adequate shipping insurance in place.
Under no circumstances will Rosman Australia ship out replacement goods before the faulty goods have been received and tested by our team.
The warranty provided by Rosman Australia with our products is part of the contract of sale between Rosman Australia and the original end user. If you have a faulty product which you purchased from a person or business other than Rosman Australia, you do not have a warranty with Rosman Australia for those products, and you must return your faulty product to the person or business you purchased it from. They in turn can return the product to Rosman Australia.
Alternatively, many manufacturers will accept your return directly, or have a local warranty service agent in your local area. Please check with the relevant manufacturer website for more details which may negate the need to deal with the original person or business you purchased the product from or Rosman Australia. Often by doing this can mean a quicker turn around in having your warranty claim processed.
2. Product Assessment
Proof of purchase has to be established before any assessment of the faulty goods takes place; the available remedy will depend on the nature of the fault. You are entitled to a refund or exchange if an item is identified to have one or multiple of the following MAJOR problems:
- Has a problem that would have stopped someone from buying the item if they had known about it.
- Is unsafe.
- Is significantly different from the sample or description.
- Does not do what we said it would and cannot be easily fixed.
If the problem is NOT MAJOR, we will repair the item within a reasonable time. If it is not repaired within a reasonable time, you are entitled to a refund or replacement.
If, upon inspection, no fault is found with the product, or we find that the product been damaged due to neglect or a use other than its intended use, Rosman Australia may charge you the costs incurred by us in relation to the assessment of your product, including any additional shipping costs.
3. Monitors, Laptops, Printers and Desktops
Monitors, Laptops, Printers and Desktops are covered directly by their corresponding manufacturer (LG, HP, Gigabyte etc.), most of whom have authorised repair centres nationwide. E.G. For printers, just check your manual, there should be an appropriate 1800 or 13 style telephone number to call.
Nearly all monitors have a nationwide on-site warranty inside a metro area. Rosman Australia is not an authorised service centre for these items. Reach out to our team if you need more help finding the contact information for a manufacturer or their local service agent. Dead/Zero/Bright pixel warranties on LCD monitors are honoured, however, since this is not considered a Major fault by the vendor, we do not cover any freight costs in either direction for this service.
Rosman Australia is not a manufacturer nor an authorized service centre, therefore it is highly recommended that customers contact the manufacturer's technical support directly for any troubleshooting or free technical support advice before you return the product to us for a warranty claim. Some of these manufacturer-provided support services which are free and may provide you expert technical advice. If the product is deemed faulty, in many cases, a tech support case number is assigned, which we can use to streamline the warranty process when lodging a warranty claim with Rosman Australia, or directly with the manufacturer.
4. Shipping and Other Costs
Manufacturer-direct warranty claim customers are encouraged to contact the manufacturer for expert technical support & warranty assistance to lodge warranty claims and organize pickup or delivery. Please note, Rosman Australia do not provide pickup services on behalf of the manufacturer or 3rd party service centres. Please read manufacturer’s warranty cards and manuals for additional information regarding direct support and warranty.
If your purchase is less than 14 days old it is considered Dead on Arrival (DOA) and Rosman Australia will pay for the return shipping of your faulty component. Once our team liaises with you regarding the fault, they will provide you with a pre-paid return label to enable you to send the goods back (in most instances we are unable to reimburse the costs if you send via your own courier). If your purchase is DOA and you want Rosman Australia to generate the return courier shipping labels, you must wait to receive it from our team.
For purchases older than 14 days, you are responsible for returning the product to Rosman Australia unless the product has an onsite warranty service. Please reach out to our team before sending your faulty product back to us.
Returning small and medium-sized items
- You are responsible for returning small and medium-sized items to Rosman Australia if you bought the item online. This means you must initially pay the return postage, shipping, or courier costs.
- Once we have the item, we will assess the problem.
- Goods tested and found to be non-faulty will be returned to you at your cost.
- If the product returned is found to be non-faulty upon inspection, you will be charged a $50 testing fee, or 10% of the full retail price for products under $100.
Returning large or heavy items
Rosman Australia will pay the return costs, or collect the item ourselves if:
- The item has a major or minor fault
- The item cannot be easily returned
- The return costs are significant
After 14 days, if you have purchased an onsite warranty with your computer system please see the documentation that came with your computer for using onsite warranty. If you have any trouble with this procedure please contact our team for more information.
If you have a return to base warranty and the computer is older than 14 days, you will need to return the product to the manufacturers Authorised Repair Centre, or to Rosman Australia at your cost.
Remember to get in touch with Rosman Australia prior to shipping so we can attempt to resolve the issue without needing to receive the computer or we can potentially provide you with the return address and reference return number. We will then cover the cost of sending the item back to you after the remedy.
5. Return Address
Please use the address below to return products to us or otherwise directed by our team:
ATT: Warranty (Your Order Number)
level 2, 72 Archer Street, Chatswood NSW 2067
Rosman Australia does not take any responsibility for any goods damaged or lost in transit when the customer sends the product back to us for warranty or return. The manufacturer’s warranty may be voided if the product is damaged in transit. Please ensure you have adequate shipping insurance in place.
Please ensure the product is packed appropriately for shipping before sending it back to us. If you are unsure about how to pack a product appropriately for shipping please contact us. The customer may be responsible for any and all charges associated with returning the goods to Rosman Australia.
Consumers may personally return goods to Rosman Australia between 9:30am and 5:30pm Monday – Friday unless otherwise organised with staff. No service fee will be charged to consumers who personally return goods to Rosman Australia. To minimise processing delays, customers are encouraged to contact our team first to organise a drop off time for their faulty product.
6. Refund timeframe
Once we have confirmation that a refund needs be issued, it can take up to 2 weeks for the amount to be credited to your account.
All refunds will be provided back in the original tender.
Bank Transfers, cheques and debit cards will be refunded as bank transfers. PayPal payments will be credited back to the PayPal account concerned, and credit card refunds are processed back onto the original credit card. Humm90 will be processed back to the original account it was processed in.
7. Shipping Damage
If you have elected to receive your goods via courier / delivery and they are damaged during transit you have 7 days after confirmed delivery date to report any damage or incorrect items in the order. Due to insurance requirements, after those 7 days have passed our team may not have the ability to work with you on this issue.
As evidence please provide pictures of the box unopened which highlights the box damage. If the item is determined to be damaged in transit and there is no fault by the receiving party our team will organise for the item to be returned and a replacement will be provided.