Return and Warranty Information
Faulty product is rare at Upgradeable. Therefore we can provide personal support for our customers. If you are having trouble, please call, most issues can be sorted quickly over the the phone.
The starting point for support is this page. There are a few links there that can help you troubleshoot an install.
We also have a Support Portal which can usually help solve a majority of problems. You can easily create a support ticket.
We want to make returns as easy as possible. Call our office to get authorisation to return it and we can put it in our system. To return a product, send everything to our PO Box with a copy of the invoice and a hand written on the invoice that says why you are returning it and what you want us to do. Here is an example:
"This RAM is faulty, please replace"
This will be the easiest return we do all day. We can look up the transaction in our system because we have all your details from the invoice, you have told us to replace it, so that is what we do.
The detailed return procedure
If you are going to return a product, please call our office to check it is ok and get authorisation. The Upgradeable RMA (Return Material Authorisation) number is your original invoice number. If you do not know, or have lost the paperwork, please call our office. You can call by phone, use the call back service on our website, send us an email or chat online.
Returned products should be shipped at your expense to the following address:
PO Box 44
Gordon NSW 2072
For your own security, your courier should issue a tracking number and collect a received signature upon delivery.
Our preferred courier Australia Express Post. They deliver to a PO Box.
If you are shipping via another courier that does not deliver to PO Boxes, ship to:
Building 1, Level 3, 20 Bridge Street
Pymble NSW 2073
Who pays the shipping cost?
If you are returning under warranty, you have to pay shipping cost. However we will ship the replacement to you for free.
If the product is Dead On Arrival, see procedure below. Contact our office and we will email you a return shipping label (we pay shipping costs).
If you are returning for a refund, I'm sorry you have to pay the shipping cost. This is not a hard rule, if you believe we are at fault, please call the office.
If you ordered the wrong product, please call the office and we'll sort it out. Each situation if different, we can't guarantee free replacement, but we'll make the process as hassle free as possible. The easiest way to solve this problem is you order the right product again online, and then return the incorrect product for refund. We will refund the invoice the way you paid less the original shipping cost.
What if the upgrade is DOA (Dead on Arrival)?
If the upgrade does not work, call or email our office. Do not waste you time trying to solve it by yourself. We are specialists in this area and can quickly identify the problem. We never assume you are the problem.
What happens if your memory upgrade arrives DOA? It is every buyers fear, buying an upgrade that does not work. First thing to do is call our office. They will run through a procedure to identify the problem. If we are at fault, 99% of the time we will authorise a return and ship out replacement product with a return label so you don't have to pay the cost of returning the upgrade. Or if you just want a refund then email you a return label so you can return for credit.
All computer memory upgrades sold by Upgradeable are covered by a Lifetime Warranty against faults and defects, which means Upgradeable memory can be returned at any time for replacement or repair. The exception is our Flash and Solid-State Drive Products which have a minimum one year warranty.
Limitations on our lifetime warranty
Warranty only covers mechanical failure. If the product has failed because of misuse or natural disaster, we will not replace. For example, if your computer is struck by lightening and burns up, you can not make us replace the charred memory.
Warranty is not transferable. For example, if you give the memory to a mate, they can not claim the warranty. All warranty claims must follow our return procedure.
The current Crucial MX500 SSD products have a 5 year warranty backed by Micron the 2nd largest memory manufacturer in the world. All SSD products are sourced directly from the authorised distributors. All product warranties are guaranteed by the manufacturer via their representatives, basically if you have trouble with us you can complain to Micron Consumer Products and they will sort it out!
All flash products have a 1 year warranty by Upgradeable. Some manufacturers offer extended warranties. To claim extended warranties, the product must be returned to the manufacturer. Why does flash have a limited warranty? Flash memory has a limited read write cycles. Eventually it will wear out, but not in a year. With normal use, flash memory should work for 5 years. All warranty claims must follow our return procedure.
Money Back Guarantee
- You can return any product purchased from Upgradeable for a full product refund, within 14 days of receipt of your order. Conditions Apply (see limitations below).
- The number "14" is a guide and not a strict cut off time. If you have a good excuse, or you are nice and give us a call, we'll sort it out. We have never turned away a 30 day or 60 day refund claim.
- All refunds are made via the same payment method as the original purchase.
- We do NOT charge restocking fees
- Review our Support Portal if you are experiencing difficulties installing your computer memory upgrade.
Limitations of Money Back Guarantee
Product must be returned in original condition. We understand if it has been used but we will not accept back product if it has been misused or damaged.
All 14 day guarantee claims must follow our return procedure
Will an Upgradeable product void my computer's warranty?
Using a memory upgrade from Upgradeable does NOT void your computer's warranty. It is illegal to void or cancel a warranty because a buyer has used a third party product.
When you purchased your computer or electronic device the law states: that as a buyer you have statutory rights or an implied warranty. These legal warranties cannot be excluded or modified by a manufacturer or retailer. Need more information? See Consumer Guarantees Act
There are a few risks that should be explained.
Paying via credit card. Our website uses Shopify. Everything is hosted by Shopify, they are level One PCI Compliant. This is the highest rating that can be obtained.
You can read about their compliance here.
Shopify is one of the most secure systems because it is SAAS. All security is provided by Shopify. Unlike Wordpress and Magento stores, they are self hosted, which means the security is the responsibility of the website owner.
Our SSL is provided by Shopify.
If you phone through your credit card details, if they are recorded, all material with these details are destroyed. We do not keep credit card details.
Shopify does not give us access to credit card numbers online.
Whenever you upgrade hardware or software on a computer there is a risk of something going wrong. You must back up the important files on your computer or risk losing them. We are not responsible for the lack of your back up procedures.