Returns Policy
1. Manufacturer's Warranty
If you experience an issue with a product covered by a manufacturer's warranty (e.g. Ubiquiti, Cisco, Aruba), the manufacturer can usually offer a faster assessment and direct support than we can. Manufacturers operate specialised support centres with strong product knowledge and direct access to spare parts, which generally allows them to resolve concerns efficiently. We recommend contacting them as a first step for warranty matters; if you would like assistance navigating that process, please contact us.
2. Returns under the Australian Consumer Law
You are entitled to statutory consumer guarantees on products purchased from Pacific Network Supplies. You may request a refund or a replacement if a product is faulty or has a major failure under the Australian Consumer Law.
Exclusions
Pacific Network Supplies will not provide a repair, replacement, refund, or store credit if:
- You were informed of the damage or defect at the time of purchase.
- You removed manufacturer labels or caused damage through dropping, misuse, tampering, or alteration.
Faulty Products
If you receive damaged or faulty goods on delivery, you must provide photographic or video evidence within 30 days of receiving the item to our customer service team. Claims may be denied if this requirement is not met. Minor marks or scratches on external packaging caused during transit are not considered damage to the product itself.
3. Return Window
You must notify Pacific Network Supplies within 30 calendar days of receiving the goods if you intend to return an item for any reason accepted under this policy.
4. Eligibility
| Reason for return | Accepted? | Time limit | Who pays return freight? | Proof required |
|---|---|---|---|---|
| Faulty or damaged on arrival‡ | Yes | 30 days | Pacific Network Supplies | Photos or video showing the fault |
| Major failure under Australian Consumer Law‡ | Yes | 30 days | Pacific Network Supplies | Description of the failure and supporting evidence |
Change-of-mind (unopened*, not purchased on sale) | Assessed case by case. We encourage customers to confirm product fit and requirements before purchasing to help prevent logistical overhead. A restocking fee of up to 10% of the purchase price may apply following inspection of the returned item. At Pacific Network Supplies' discretion. | 30 days | Customer | Photos showing factory-sealed packaging |
*Once the original package or box is opened, we cannot accept a change-of-mind return because the item can no longer be resold as new. Thank you for your understanding.
We provide pre-sale product advice and technical advice to help you choose suitable products for your project. We also encourage you to research products thoroughly — check specifications on the manufacturer's website and our product pages to confirm compatibility with your existing equipment, system, or intended use.
We strongly recommend completing detailed research before placing an order. Pacific Network Supplies is unable to accept a change-of-mind return if the original package has been opened and the item is later found to be incompatible or not suitable for your purpose.
Your statutory rights under the Australian Consumer Law remain unchanged.
5. How to Lodge a Return
- Contact Pacific Network Supplies within 30 days of delivery at service@pacificnetwork.com.au.
- Provide your order number, a brief description of the problem, and clear photos or video showing any damage or defect.
- Our team will attempt to resolve the issue remotely. If a return is required, you will receive return instructions or an on-site assessment arrangement for bulky goods.
- After the item arrives at our service centre, a technician will assess it and confirm the appropriate remedy — repair, replacement, or refund.
‡Products returned as Faulty or Damaged on Arrival or Major Failure under Australian Consumer Law will be tested after they are received. If testing confirms that the product is not faulty, a $52 service fee will be charged. Any shipping cost paid by the customer to send the item to Pacific Network Supplies will not be reimbursed. The customer is also responsible for the shipping cost to have the product sent back.
6. Refunds
Approved refunds are processed to your original payment method within 10 business days of our confirmation email. If you have not received the funds after 15 business days, please contact Pacific Network Supplies for assistance.