Refund policy

Consumer Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Suppose a failure with the product does not amount to a major failure. In that case, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the product and obtain a refund.

Warranty terms and conditions: 

The warranty only covers the parts (hardware), the labour of replacing the faulty parts and restoring the computer/equipment to its "AS Built" condition at the initial sale and delivery.

The warranty does not cover any labour incurred for the reloading, installation, set-up, restoration or retrieval of any data, applications, software and accessories not found on or connected to the computer/equipment during delivery.

The warranty does not cover any cost of products or equipment collection, delivery, installation, and re-configuration of the equipment replaced under warranty.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For significant failures with the service, you are entitled to:

  • cancel your service contract with us, and
  • to a refund for the unused portion or compensation for its reduced value.

You are entitled to choose a refund or replacement for major failures with goods. Suppose a failure with the goods or service is not a major failure. In that case, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods, cancel the contract for the service, and obtain a refund of any unused portion. You are also entitled to compensation for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Refunds

We will notify you once we've received and inspected your returned item and let you know if the refund was approved. If approved, we will refund you via your original payment method within ten business days. Please remember that it can take some time for your bank or credit card company to process and post the refund, too.

If more than 15 business days have passed since we've approved your return, please get in touch with us at contact@pepnimble.com.

Change of Mind Returns

We have a 30-day return policy for change-of-mind returns. You have 30 days after receiving your item to request a return.

Under Australian Consumer Law, businesses are not required to accept returns that are simply a Change of Mind. Our goal is always to provide world-class customer service. We know that sometimes circumstances change, and you may no longer need an item you purchased. Under certain circumstances, we can accept your returned item as a "Change of Mind". If you have any questions about this, please feel free to contact us, and we can help clarify any concerns you may have.

We will only accept products for a change of mind return that is still FACTORY SEALED. Any product that has already been opened (including removing shrink-wrap or labels being broken) can not be returned under any circumstance as a Change of Mind. This can include items where you have purchased an item and found it did not fit/suit your requirements. This may not apply if you were explicitly told or led to believe a product would be suitable by a PEPNIMBLE staff or on our website.

In such cases where you change your mind or buy the wrong item, at our discretion, on a case-to-case basis, we may accept a return within thirty days after it was delivered or picked up, which means you have seven days after receiving or collecting your item to request a change of mind returns. 

We do not promise to accept returns on open or used products. Still, we may do so at our discretion within thirty days after it is delivered or picked up. Where we are willing to accept a return on an open or used product, a partial refund may be offered, depending on its condition. The difference between what you paid and what we will offer to refund is our estimate of how much we will need to discount the product resale as an open/used product. We assess returns opened or used case-to-case; typical refunds are 70-90% of the amount paid.

For a purchased item that may be eligible for a return, your item must be in the same condition that you received or collected, unopened and unused, with factory seals (where applicable), unbroken or intact, and in its original factory-sealed packaging. You must produce satisfactory proof of purchase (your original register receipt or online proof of purchase, such as a tax invoice).

To start a return, you can contact us at contact@pepnimble.com.au. If your return is accepted, you must arrange and pay for the safe and secure delivery of the returned item to us. In general, you are responsible for change of mind return shipping costs. On a case-to-case basis, we, at our discretion, may offer you a prepaid return shipping label. We will only accept such returns sent to us after obtaining our prior approval. We may refuse, at our discretion, any product returns that were sent back to us without our authorisation.

For change-of-mind returns, you are responsible for the costs of returning small and medium-sized items to PEPNIMBLE. If you bought the product online, you must initially pay the return postage, shipping or courier costs.

For the change of mind returns of electronics or computer products, you will be charged a $55 testing fee or 10% of the regular retail price (RRP) for products under $100. You can always contact us for any questions related to the return of a product at contact@pepnimble.com.au.

Return of Incorrect, Faulty or Damaged Items

We have a 30-day free return policy for any incorrect, faulty or damaged item. You have 30 days after receiving your item to request a return. 

You can return an incorrect, faulty or damaged item for free within 30 days from the date of sale, delivery or pickup, whichever is the latest. Please inspect your order upon reception and contact us immediately if the product you received is incorrect, defective or damaged so we can evaluate the issue and make it right as soon as possible. We will pay for the return shipping costs.

If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. We will not accept any returns that are sent back to us without first requesting a return will not be accepted.

Submit a return request

Click the profile icon in the store's navigation, go to the refund policy or a returns page, and then request a return.

1. Log in to your account: Here
1. In the Email field, enter your email address and click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Return to the online store and enter a six-digit verification code.
2. Click the order for which you want to submit the return.
3. If your order has more than one item, select the items you want to return.
4. Select a reason for return and add a note for the store.
5. Click Request Return.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Or you can request a return by contacting us at contact@pepnimble.com. The address to send the return is 44 Bloomfield Avenue, Park Ridge, QLD 4125.

You can always contact us for any return questions at contact@pepnimble.com.

Exceptions / non-returnable items

Unless Australian Consumer Law applies, please note change of mind returns are not available for the following purchases:

  • Software and other downloadable material
  • Prepaid services or subscriptions that have been activated or used
  • Gift cards, mobile phone recharge and iTunes cards
  • Special orders
  • Custom Print & Copy products

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Items Lost or Damaged in Transit

Once an item has been shipped, you will receive a tracking number indicating the estimated delivery date.

In rare cases, the orders shipped may go missing or damaged during transit. We will work with you and the courier service to resolve this issue in such cases.

For items that have been shipped and have exceeded their estimated delivery date by more than two business days, we suggest contacting the delivery service first. The delivery service will then lodge an enquiry on your behalf and attempt to locate the consignment. If it has been missing for more than four business days since the estimated delivery date, please contact us to let us know, and we will escalate the issue with the courier service.

After the enquiry has been lodged with the courier service, the parcel either be:

  • Located and delivered to you as soon as possible. Or
  • if the courier service advises us that this parcel cannot be found and is deemed "lost."

Note: Such searches for the missing parcels are usually extensive and can take considerable time, ranging to several days. Should your item be deemed lost, we will work with the courier service on your behalf to arrange compensation for the lost item.

Occasionally, items may get damaged during transit. In such cases, please get in touch with us immediately. Sometimes, only the outer packaging may be damaged, but the product inside will be safe and undamaged. We recommend carefully inspecting the actual product before considering any other options.

If it were established that the product was damaged in transit before it was delivered to you, we would organise for the item to be returned to us. We will work with the courier service on your behalf to arrange compensation for the lost item.

Return and Refund Digital (Electronically) Delivered Products 

Please note that in the case of a digitally delivered product. You can ask for, within thirty days from the date of purchase, the return of this product and claim a refund if you have yet to use the product keys to activate or renew the product or a subscription. If you wish to return this product and claim a refund, you must fill out and sign an application form that we will forward to the vendor. The acceptability of the return and refund of this digitally delivered product is at the vendor's discretion based on the terms and conditions outlined below. If the vendor finds that the product key was used to activate the product or subscription, your claim for a refund will be refused.

The buyer understands and agrees that, as a condition of return, the buyer must take all measures to ensure the intellectual property licensed to the buyer (for use under the terms of the Publisher'sPublisher's license agreement) for which the buyer is seeking the refund is permanently and irrevocably deleted and destroyed. Further, the vendor and the seller (PEPNIMBLE) will accept returns only if the reason for the return falls within one or more of the statutory guarantees under the Australian Competition and Consumer Act 2010, as applicable.

The buyer represents and warrants that the buyer:

(i) has rendered the product completely unusable by the buyer;

(ii) has not made any copies of the product available to any other person; and

(iii) has not kept any backup or other copies of the product for any reason.

The buyer acknowledges that any continued use of the software product constitutes a copyright infringement on the buyer's part. The vendor reserves all of its legal and statutory rights and remedies, including, as applicable, the right to pursue damages for copyright infringement.

  • In reliance on the buyer's representations, warranties and statements, PEPNIMBLE agrees it will refund the product's purchase price to the buyer. Furthermore, PEPNIMBLE will report the product as "destroyed" to the vendor once the buyer has executed this letter and received it from PEPNIMBLE.