What is your Returns policy?

At Eagle Gaming, we aim to be your trusted advisor on all things Gaming. That’s why we can process  Change of Mind Returns prior to your PC build commencing. Once your PC build has commenced, however, this means we’ve opened up all your parts, placed thermal paste on your CPU, ripped open your beautiful retail boxes ETC, so, unfortunately, due to the fact that we cannot return these components to our suppliers after this time, this means we can’t accept change of mind returns at this time either.

If you wish to return your purchase, please contact us as soon as you become aware that you wish to cancel your order, and we will work with you in any way we are able to help you out.

 

Change of Mind Returns

Under Australian Consumer Law, companies are not required or obligated to accept returns that are simply a Change of Mind. Our goal is to always provide world-class customer service and we know that sometimes circumstances change and you may no longer need an item you purchased. Under certain circumstances, we can accept your item back as a ‘Change of Mind’. If you have any questions about this, please feel free to reach out to our Support Team and we can help clarify any concerns you may have. This would not apply to custom build computers for the same reasons as above.

 

We will only accept products for a change of mind return that are still FACTORY SEALED. Any product that has already been opened (including removing shrinkwrap or labels being broken, either by you or by our team as we build your PC) 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 in the event you were explicitly told or led to believe a product would be suitable by an Eagle Gaming team member or our website.

 

If the product has already been opened, we recommend trying to sell the product on either Facebook Marketplace (www.facebook.com) or Gumtree (www.gumtree.com.au) where other customers have been able to sell goods they no longer require.

 

 All products are still covered by warranty for fault or defect.

 

Items deemed Dead on Arrival (DOA), Damaged in Transit, Faulty or Delivered Incorrectly

If you receive any product that is dead on delivery, damaged during the delivery or incorrectly delivered, please contact our Customer Service team who will discuss your particular concerns and work with you to resolve the issue. This may mean the product needs to be returned with suitable packaging (preferably with its original packaging) to prevent damage in delivering the product back to us. For items that are large and bulky (for example, gaming chairs), they need to be repacked in a manner that makes them safe to be transported or alternatively can be returned to our Salisbury workshop with any available packaging and we may be able to repack it for you.

We will also need you to provide the following details to enable us to efficiently deal with the situation:

1. Your full name, best contact telephone number, address and most importantly, your email address;
2. Tax Invoice or Order Number and if you organised return delivery yourself, the relevant tracking numbers;
3. Any relevant serial number(s) for the item; and
4. Reason for return (including any steps we can take to replicate any fault where applicable)

Once we receive the item, Eagle Gaming will provide you with a Return Authority (RA) number via email. Our Warranty Team will test your item and may contact you for more information. Depending on the circumstances, we will attempt to repair the item(s). In some circumstances, we may need to refer your item(s) to the manufacturer for further testing and advice.

If it is determined that the product is not faulty and is working as expected, or it is determined that any defect or damage was caused after you took possession of the item(s), we will return the product to you at your cost. You will be responsible for any costs associated related to the testing and/or return of the item(s) to you in this instance.

 If the product is incorrectly delivered, you must return the product (preferably unopened) with suitable packaging to prevent damage in delivery. Please contact our Customer Service team and we can arrange for this item to be returned to us at no cost and (if applicable) arrange for the correct product to be delivered to you.

 

Items deemed not of merchantable quality, not fit for purpose or incorrectly advertised

If you receive any product that is not of merchantable quality, not fit for its intended purpose made known to us or does not match the description provided, please contact our Customer Service team and we will discuss your options and any refund where appropriate. Please be aware that under Australian Consumer Law, the definitions for quality and fit for purpose are quite vague. Our team is happy to provide advice but you are always encouraged to reach out to the Office of Fair Trading or Consumer Affairs in your state for clarification. For more information about this, visit consumerlaw.gov.au to understand your rights as a consumer.

We will also need you to provide the following details to enable us to efficiently deal with the situation:

1. Your full name, best contact telephone number, address and most importantly, your email address;
2. Tax Invoice or Order Number;
3. Any relevant serial number(s) for the item; and
4. Reason for return

Upon receipt of the returned product with your full details provided, we will supply you with a Return Authority (RA) Number by email. We will arrange for testing, repairing or replacement of the product, or a refund where appropriate.