Returns Process & Policy
Returns FAQs
For all returns, here are some Frequently Asked Questions.
Check the status of your return in our Returns Job Tracker or by logging into your PB Tech account if the return was originally submitted online.
To do this you will need:
- Either an RCHD or M or C job number
- Either an Email Address or Phone Number used on the purchase
If this is taking longer than 15 working days with no update, please contact us and let us know.
Find your return status on with our Job Tracker:
Check a Return StatusIn many cases it can be faster to troubleshoot IT and electronic product issues directly with the manufacturer’s own tech-support. A return may not be necessary in many cases if there is a simple fix available.
Most manufacturers offer tech support either by phone or online.
Or, you may choose to follow our normal returns process detailed on this page.
Yes. To ensure fast processing of any return, you will need to bring all components, bonus, free, gifts or combo discounted products as part of a purchase. These must all be returned with the primary product.
For 7-day change of mind returns, we do not accept these if a product has had the original packaging opened in most cases. In some special cases we may at our discretion accept a return of such an item, subject to a 20% restocking fee. Please the T&C's in our returns policy for full detail.
Depending on the product, it can be faster to troubleshoot for potential non-fault technical issues with the manufacturer tech-support before starting a returns process.
If your item arrived faulty on first use, you must let us know as soon as possible (ideally within 24 hours of delivery) to ensure we can get you the best outcome. If returning online, you must include photos of the device and packaging etc.
If the item arrived physically damaged before opening, or was missing from the box or was the wrong item, you must let us know as soon as possible (ideally within 24 hours of delivery) to ensure we van get you the best outcome. If returning online, you must include photos of the device showing damage and packaging condition.
We offer a 7 day change of mind, with certain conditions.
A change of mind exchange needs to be:
- Less than 7 days from when the product was delivered.
- The item is unopened & factory seal is intact.
- It's not a custom or special-order product - this will be noted on your invoice.
If a change of mind return item is opened, we may still accept a return in special cases, subject to a 20% restocking fee.
We will typically offer a credit on your PB Tech account if needed.
Typically returns take 10 to 20 working days, depending on complexity. Please make sure to check our Returns Job Tracker if you have missed an email update notification.
We cannot guarantee any of the safety of any important files, accounts, logins or other data stored on a device to be intact after diagnosis or repair.
If you have important data (business data, family photos, apps, files, emails etc) you will need to have this securely backed up before bringing the device to us for diagnosis.
Separately, we may be able to offer a backup service before any diagnosis or returns process. Please ask our in-store service team or through our service quote form if you require this.
In special circumstances, we can accept the return of a non-faulty item, which has already been opened. A restocking fee will be applicable in this situation, of a minimum 20% of the goods value. The packaging will need to be in ‘as new’ condition for us to be able to accept this, and not all items are eligible for this service.
Please follow our normal returns process, for more information about what PB Care includes please read more about it here.
For more information about cancelling or modifying an order click here.
Returns Process
If you're looking to return an online purchase, here's how to go about it.
Submit a return request online. Make it faster by by signing in to your PB Tech account to auto-fill.
We will review your request and email you a shipping label. Print off this label.
Package the product to be returned and attach the shipping label to the outside of the box.
Take the package to any Australia Post Office to be shipped to our Sydney processing centre (courier fees may apply for non-faulty returns).
In most cases, PB Tech will cover the associated courier costs to return an item online.
For 'change of mind' or certain other situations, you may be required to cover the shipping costs to return the product to our Sydney processing centre.
Make sure you've read through our returns policy first.
To start an online return please use this form:
Request a ReturnReturns Policy
Please read through our full returns policy before attempting a return either online or in-store.
This returns policy is applicable to all purchases made from PB Tech online at www.pbtech.com/au/
To return a product to PB Tech directly, please complete our request a return form.
Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase, or realise you have purchased the incorrect item, you can enjoy the peace of mind that we offer a 7 day exchange policy (excludes special order items).
If there is not a suitable product that can be exchanged for your returned item you will be offered a credit on your account or gift card based on the value paid at the time of purchase. Please note, items purchased on finance cannot be exchanged for a gift card.
To exchange a product, goods must be sealed / unopened, with packaging in original condition, and we will need to be notified within 7 days of purchase / delivery.
Incorrectly supplied products
If you have been accidentally supplied the wrong product, PB Tech will supply the correct product (where it is available) or issue a credit / refund.
In order to supply the correct product, the incorrect product will first need to be returned to us. PB Tech can arrange the collection of the incorrect product by courier if you purchased online.
In this scenario we will need to be notified within 7 days of purchase / delivery and the incorrect product supplied must be in resalable / unused condition.
Products damaged in transit
If your product has been damaged during transit to your delivery address an investigation will be conducted. Once the investigation has reached a conclusion and it is determined the product has been damaged in transit we will offer a choice of refund or replacement.
Please contact us ASAP. We will then advise you to visit your nearest Australia Post Office so that they can investigate the damage. You will need to keep all packaging so that their team are able to make a fair assessment.
Products that are faulty upon arrival / first use
If the product you received is faulty upon arrival / first use, PB Tech will either repair or replace your product, or issue a credit / refund where a suitable replacement is not available.
In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty.
All returns of this nature must be made within 7 days of purchase / delivery and we can arrange the collection of your product by courier if you purchased online.
Products that are faulty within the warranty period
If your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, PB Tech will repair or replace your product or issue a credit / refund where a suitable replacement is not available.
In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. You may also be able to contact the manufacturer directly to arrange a repair / replacement.
Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us.
Testing fees and return freight
If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
Restocking fees
In some special circumstances including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations there will be a handling fee equal to at least 20% of the purchased price. Delivery, service and assembly fees are not refunded at all.