Refunds & Returns Policy

At Tbourke Solutions, we’re committed to fair and transparent outcomes. This policy explains how we handle refunds, returns and service issues across our IT services, cybersecurity, managed IT and networking offerings.

This policy operates alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded or limited.

1. Your rights under the ACL

Under the ACL, our goods and services come with guarantees that cannot be excluded.

You are entitled to:

A refund or replacement for goods with a major failure

A refund or re-supply for services with a major failure

A repair, replacement or re-performance within a reasonable time for non-major issues

A major failure includes situations where:

The product or service is substantially unfit for its normal purpose

The issue would have prevented purchase if known

The product is unsafe

2. Scope

This policy applies to:

Services:

Onsite and remote IT support, diagnostics and troubleshooting, cybersecurity, managed IT, networking, and consulting

Hardware:

Components, peripherals, and equipment supplied by us or procured on your behalf

Software & licences:

Operating systems, software licences, subscriptions and third-party SaaS

3. Services (support, consulting, managed IT, networking)

For non-major issues, we will re-perform the service within a reasonable time at no additional cost

If a service has a major failure, you may choose a refund or have the service re-supplied

Call-out and diagnostic fees cover time spent assessing issues and are not refundable once delivered, except where required under the ACL

4. Hardware & supplied equipment

Goods supplied by us are covered by consumer guarantees under the ACL

If a product has a major failure, you are entitled to a refund or replacement

For minor issues, we will repair or replace within a reasonable timeframe

Manufacturer warranties may apply in addition to ACL rights and do not replace them

Damage caused by misuse, accidents, liquid exposure, or unauthorised modification is not covered

5. Data recovery & data handling

Assessment and recovery attempts are charged based on time, expertise and tools used

These fees are not refundable if data cannot be recovered, unless required by law

You are responsible for maintaining backups unless otherwise agreed in writing

We are not liable for data loss except where required under the ACL

6. Software, licences & digital goods

Software keys, subscriptions and other digital goods are non-refundable once issued or activated, unless required under the ACL

If a digital product has a major failure, you may be entitled to a remedy in line with ACL requirements

7. Change of mind

We are not required to provide refunds for change of mind

Change-of-mind returns are not available for:

Services already delivered

Custom work or special-order items

Software, licences or digital services

For unopened, stocked retail items, we may offer an exchange or store credit within 14 days at our discretion with proof of purchase

This is in addition to, and does not affect, your ACL rights

8. Bookings, cancellations & no-shows

Please provide at least 24 hours notice for cancellations or rescheduling

Late cancellations or no-shows may incur a minimum service or call-out fee

9. How to request a remedy

To request a refund, repair or re-supply:

Contact us with your job, quote or invoice number

Provide a description of the issue and any relevant photos or diagnostics

We will:

Assess the issue in accordance with the ACL

Confirm the appropriate remedy (repair, replacement, refund or re-supply)

If a return is approved:

We will provide instructions for return or collection

Return costs may be payable by the customer where the issue is not due to a failure covered by the ACL

10. Contact

Email: [email protected]
Phone: 03 9907 3284
Location: Hillside, Melbourne, Australia

Tbourke Solutions is operated by Tbourke-Solutions Pty Ltd
ABN: 52 697 754 304
ACN: 697 754 304

This policy applies alongside our Terms and Privacy Policy. Your statutory rights under the Australian Consumer Law remain unaffected.