Returns and Refund Policy

Change-of-mind returns

Please choose carefully.

Sam’s Spares does not provide refunds, exchanges or store credits where you:

• change your mind;

• order the wrong product;

• find the product cheaper elsewhere;

• no longer require the product;

• dislike the appearance, size or cosmetic condition where this was accurately described;

• select an incompatible product without first confirming compatibility with us; or

• make an incorrect selection when building a package.

This change-of-mind policy does not affect your rights under the Australian Consumer Law.

Refurbished and second-hand products

Most products sold by Sam’s Spares are refurbished or second-hand.

Products may show reasonable signs of previous use, including scratches, marks, wear, minor dents, screen blemishes or other cosmetic imperfections. The expected condition or grade will be stated in the product description where applicable.

A return will not be accepted solely because of a cosmetic issue, sign of use or disclosed defect that was clearly described or shown before purchase.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to any warranty offered by Sam’s Spares.

Faulty, damaged or incorrectly supplied products

Please contact Sam’s Spares as soon as reasonably possible if your product:

• is faulty;

• is unsafe;

• does not work as described;

• is significantly different from its description;

• is not fit for a purpose that you made known to us before purchase;

• arrives damaged; or

• is not the product you ordered.

Please provide:

• your name and order number;

• proof of purchase;

• a clear description of the problem;

• photographs or video showing the issue, where reasonably possible; and

• the product serial number, where applicable.

We may ask you to complete reasonable troubleshooting steps before returning the product.

Minor problems

Where a product has a minor problem, Sam’s Spares may choose to repair the product, replace it or otherwise fix the problem within a reasonable time.

If we cannot fix the problem within a reasonable time, you may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

Major failures

A product may have a major failure where, for example:

• it would not have been purchased by a reasonable customer who knew about the problem;

• it is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;

• it is substantially unfit for a purpose made known to us and cannot easily be fixed;

• it is unsafe; or

• it is significantly different from its description.

Where there is a major failure, you may choose a refund or replacement in accordance with the Australian Consumer Law.

Return approval

Please contact Sam’s Spares before sending or returning a product.

Products returned without prior contact may take longer to assess and process.

The product does not need to be in its original packaging when it is being returned because of a possible fault. However, it should be packaged securely to prevent further damage while in transit.

Please include all relevant components supplied with the product, including chargers, power adapters, docks, cables or accessories, where these are relevant to the claim.

Return costs

Customers are generally responsible for returning products that can be posted or easily returned.

If we confirm that the product has a fault covered by the Australian Consumer Law, we will reimburse reasonable return postage or transport costs. Please retain your postage receipt.

Where a faulty product is large, heavy or difficult to return, Sam’s Spares will arrange collection or cover reasonable return arrangements as required by law.

If inspection determines that the product is not faulty or that the problem is not covered, the customer may be responsible for reasonable inspection, collection or return delivery costs. We will provide an estimate of these costs before they are incurred where required.

Problems not covered

A repair, replacement or refund may not be available where the problem was caused by:

• accidental or physical damage after delivery or collection;

• misuse, abuse or neglect;

• liquid damage;

• unauthorised repairs, modifications or upgrades;

• incorrect installation or setup;

• malware, viruses or software installed by the customer;

• failure to follow provided instructions;

• use of incompatible accessories or power supplies;

• normal wear and tear;

• loss or theft;

• damage occurring after the risk in the product has passed to the customer; or

• a fault or cosmetic condition that was clearly disclosed before purchase.

Nothing in this section excludes any rights that cannot legally be excluded under the Australian Consumer Law.

Batteries

Batteries in refurbished and second-hand devices may have reduced capacity compared with a new battery.

Battery condition will be described where practical. Normal age-related reduction in battery capacity is not necessarily a fault. However, this does not exclude Australian Consumer Law rights where a battery does not meet a reasonable standard having regard to the product’s age, price, condition and description.

Software and customer data

Customers are responsible for backing up their data before returning a device.

Assessment, repair or replacement may require the device to be reset, reformatted or erased. Sam’s Spares is not responsible for data loss except where liability cannot legally be excluded.

Customers should remove passwords, account locks and activation locks before returning a device. This includes Apple Activation Lock, Google account locks, Microsoft account locks and BIOS passwords.

Refunds

Approved refunds will generally be returned to the original payment method.

Refund processing times may vary depending on the bank or payment provider.

Where a refund is required because of a major failure, it will not be issued only as store credit unless the customer agrees.

Proof of purchase

We may request reasonable proof that the product was purchased from Sam’s Spares.

Proof may include:

• an order confirmation;

• receipt or invoice;

• bank or card statement;

• online transaction reference; or

• a serial number linked to our sales records.

Contact us

To request assistance or report a problem, contact:

Sam’s Spares Inc
2 Stalker Road
Gosnells WA 6110

Email: sales@samsspares.org

Please include your order number and a description of the issue.