SecretNet has a Product Return Tracking System which is used for all warranty returns.  If you receive a product which is defective upon arrival, or fails within the warranty period, please fill out an RA form.  Within a couple of days, you will be contacted by a person from SecretNet with either further enquiries about the fault, or with an RA number and address to send the product to.
Some products have a warranty which is covered by the manufacturer.  Most notably, monitors have a 3-year onsite warranty, and there should be a phone number contact either on the box or in the manual of the monitor for the monitor company to contact.  They will arrange for the pick-up and return of the monitor, as long as you're within 40km of a capital city.  Otherwise, you may have to ship the monitor to the nearest service centre for repair.  Service centres are also used for some printers and scanners.  Please contact us if you are unsure.
The freight to send the product back to us is covered by the customer (even in DOA cases unfortunately), as we have to cover the freight both ways from the supplier, and will cover the freight of the product back to you.
Returns are strictly replacement only.  In some cases, where the supplier gives us the option to exchange for another product or wants to replace with a new product, other options may be available, however most warranties are usually refurbished components, and as these have a small resale value, we can not offer a refund or credit for returns.
With regards the estimated turnaround time for a warranty replacement, it varies from supplier to supplier.  If there is a DOA (Dead On Arrival) fault, and we have another product of the same type in stock, we'll usually swap it straight away and send the new product out.  Some goods have to be shipped back to manufacturers internationally (especially after the product has been discontinued), and at times, this can unfortunately take up around 1 month.
At the moment, we do not charge any fees for goods found to be not faulty, however this may change in the future.  If such a change happens, it will be announced on the front page as well as in this policy.

SecretNet currently does not run a servicing division to deal with faulty components and repairs thereof, so unfortunately we can not do a lot with products that are outside of warranty.

Unfortunately, due to our low margins and the nature of the ever-changing computer hardware industry, we can not offer any type of Customer Satisfaction policy or trade-ins.  We recommend doing as much research as possible before purchasing a product to make sure you're getting the right product for your use.  You can find reviews on a large number of PC components at Web sites such as Overclockers Australia.

Although it rarely happens, mistakes can happen from time to time, even though we try to keep them to a minimum.  If you receive a different product than you ordered, the goods can be returned to us for a credit or refund.  Products must be returned to us as soon as possible to avoid devaluation and should be in their received condition.

In rare circumstances, where there may be a return for refund or credit, please note that CC surcharges and delivery fees are considered costs of sale, and are non-refundable.  In some cases, a restocking fee may also be required in these circumstances.

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