Returns, Refunds and Warranty Policy

This policy applies to purchases made from MZW Business Technology Store, an online store operated by MZW PTY LIMITED.

ABN: 98 569 864 960

We sell business-grade technology products online only. We do not operate a public retail shopfront, showroom or customer pickup location.

For all returns, warranty claims, delivery issues, product concerns or compatibility enquiries, please contact us before sending any item back.

General support: support@mzw.com.au
Business quotes and procurement enquiries: quotes@mzw.com.au
Phone: +61 2 5746 5653 Caira, our 24/7 AI assistant

Change-of-Mind Returns

We may accept change-of-mind returns within 30 days of delivery where the product is:

• unused

• unopened

• in its original packaging

• in resaleable condition

• complete with all accessories, manuals, labels and packaging materials

Change-of-mind returns must be approved by us before the product is sent back.

The customer is responsible for return shipping costs for approved change-of-mind returns unless we agree otherwise in writing.

Original shipping fees are generally not refundable for change-of-mind returns.

We may refuse a change-of-mind return where the product has been opened, used, installed, damaged, altered, is missing parts or packaging, or cannot reasonably be resold as new.

Business, Bulk and Multi-Unit Orders

Business, procurement, bulk and multi-unit orders may require separate return assessment.

If you are purchasing for an organisation, office refresh, education deployment, MSP client, staff rollout or multi-user environment, please contact us before initiating any return.

Returns for business, procurement, bulk or multi-unit orders may depend on:

• supplier return approval

• product condition

• whether the items have been opened or deployed

• quantity ordered

• product availability

• manufacturer or distributor return requirements

• whether the order was specially sourced or confirmed for a specific procurement requirement

This does not limit any rights you may have under applicable Australian consumer laws.

Faulty, Damaged or Incorrect Products

Please contact us as soon as possible if your order arrives faulty, damaged, incomplete or incorrect.

When contacting us, please include:

• order number

• product name

• delivery address

• description of the issue

• clear photos of the product, packaging and shipping label, where relevant

• any error messages, fault symptoms or compatibility details, where relevant

We will review the information provided and advise the next step. Depending on the issue, this may include troubleshooting, supplier assessment, manufacturer warranty process, replacement, repair, refund or return authorisation.

Please keep the original packaging until the issue has been reviewed.

Dead on Arrival / DOA Items

If a product appears to be dead on arrival or fails shortly after delivery, please contact us promptly.

We may need to confirm:

• the product model

• the device or system it was connected to

• the issue observed

• troubleshooting already attempted

• photos or supporting information

• whether the product packaging and accessories are complete

Where a product is confirmed to be faulty, we will work with the supplier or manufacturer to assess the appropriate remedy.

Warranty

Many products sold through MZW Business Technology Store are covered by a manufacturer warranty. Warranty periods and terms vary by product and manufacturer.

For StarTech.com products, warranty terms are set by StarTech.com and may differ depending on the product category and model.

Please contact us first for warranty support. We can help review your order details and advise the appropriate warranty process, which may involve supplier assessment, manufacturer assessment, troubleshooting, replacement, repair or another available remedy.

Warranty claims may require:

• proof of purchase

• product model or manufacturer part number

• serial number, where applicable

• description of the issue

• troubleshooting information

• photos or other supporting evidence

Warranty does not usually cover damage caused by misuse, incorrect installation, unauthorised modification, physical damage, liquid damage, power issues, neglect, improper storage or use outside the manufacturer’s specifications.

Compatibility and Product Suitability

Many technology accessories depend on the laptop, operating system, USB-C port capability, monitor, cable, workplace setup and supported standards.

For docks, adapters and display connectivity products, compatibility may depend on factors such as:

• USB-C, USB4 or Thunderbolt support

• DisplayPort Alt Mode support

• Power Delivery support

• number of monitors

• monitor input type

• resolution and refresh rate

• operating system support

• driver or administrator requirements

• workplace security or device management settings

Please review product details carefully before purchase. For business, education, MSP, bulk or multi-unit orders, we recommend contacting us before ordering so compatibility and product suitability can be reviewed.

Products Containing Data

Most products sold through MZW Business Technology Store are connectivity accessories and do not normally store customer data.

If any returned product contains storage, memory, configuration data, account access, device logs or other customer information, you are responsible for removing, backing up or securely erasing that data before returning the product, where technically possible.

We are not responsible for loss, recovery, disclosure or retention of data left on a returned product, except where required by applicable law.

Return Process

Before sending any product back, please contact us at:

support@mzw.com.au

Include:

• order number

• product name

• reason for return

• whether the item is unopened, opened, used or faulty

• photos or supporting information, where relevant

We will review your request and advise whether the product should be returned, where it should be sent, and any additional information required.

Please do not send products back without prior approval.

Products sent back without prior contact may be delayed while we match the item to your order and assess the return request. Where we cannot identify, verify or process an unauthorised return, the item may be returned to sender.

Refunds

Approved refunds will usually be processed to the original payment method.

Refund timing may depend on:

• return approval

• receipt and inspection of the returned product

• supplier or manufacturer assessment, where relevant

• payment provider processing times

Shipping fees, payment surcharges or other transaction costs may not be refundable for change-of-mind returns unless required by law or agreed by us in writing.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law or other applicable laws.

Where a product fails to meet a consumer guarantee, you may be entitled to a remedy under Australian Consumer Law. The available remedy may depend on the nature of the issue and whether the failure is major or minor.