Last updated: 7 July 2026
Refund and returns guidance for Compuloop purchases, service payments and support requests, including eligibility, timing and how to contact us.
Overview
This Refund and Returns Policy explains how Compuloop handles refunds, returns, exchanges and billing adjustments for products, licences, subscriptions, remote support and professional IT services.
Nothing in this policy excludes, restricts or modifies rights, guarantees or remedies that cannot be excluded under the Australian Consumer Law or other applicable law.
Australian Consumer Law
Goods and services supplied in Australia may come with consumer guarantees. If a product or service fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, resupply of a service or reimbursement, depending on the circumstances.
We do not use this policy to take away rights that the law gives you. If there is a problem, contact us so we can assess the issue properly and respond in a practical way.
Professional IT services and remote support
Fees for professional services, consulting, remote support, onsite support, configuration, investigation, cybersecurity work, migration assistance and project work usually cover time, expertise and work performed.
Where work has already been performed with reasonable care and skill, a refund will not usually be available simply because you changed your mind, no longer need the service, supplied incomplete information, declined recommended remediation, or a third-party vendor changed its platform, price or availability.
If we make an error, fail to provide an agreed service, or the service does not meet a guarantee that applies by law, we will review the issue and may offer a suitable remedy.
Hardware, software, licences and subscriptions
Hardware, software, cloud licences, domain names, SSL certificates, hosting, telecommunications and vendor subscriptions may be subject to third-party supplier terms. Some items cannot be returned, cancelled or refunded once ordered, activated, provisioned, registered, downloaded, consumed or linked to an account.
Where a supplier or vendor allows a return, credit, cancellation or refund, we will help process it where reasonable. Supplier restocking fees, cancellation fees, exchange-rate differences, shipping costs and consumed licence periods may be deducted where permitted by law.
Change of mind
Compuloop is not required to provide a refund for a change of mind where the product or service was supplied as ordered and no legal right to a remedy applies.
We may choose to offer a credit, exchange or goodwill adjustment in some cases. Any goodwill adjustment is discretionary and does not create an ongoing obligation to do the same in future cases.
How to request a refund or return
To request a refund, return or billing review, contact us with:
- your name and business name;
- invoice number, order number or support ticket reference;
- the product or service involved;
- a clear description of the issue;
- screenshots, error messages, photos or supplier correspondence where relevant.
Please do not return hardware to Compuloop, a supplier or a manufacturer until we confirm the correct return process. Unauthorised returns may be delayed or rejected by the supplier.
Assessment and timing
We will review refund and return requests within a reasonable time. Some requests require supplier assessment, warranty approval, remote diagnostics, return authorisation or inspection of goods before we can confirm the outcome.
Approved refunds are usually returned to the original payment method. Bank, card provider and payment gateway processing times may apply after we process the refund.
Shipping and return costs
Return shipping, insurance, packaging and handling costs may be the customer’s responsibility unless the law requires otherwise or we agree in writing. For valuable equipment, use trackable shipping and appropriate insurance.
Deposits, prepayments and project bookings
Deposits, prepaid labour blocks, project commencement fees and scheduled service bookings may be non-refundable to the extent they cover time reserved, planning already performed, procurement activity, vendor coordination, administrative work or work already delivered.
If a customer cancels or postpones work at short notice, Compuloop may charge for time already spent, costs already incurred, non-cancellable supplier charges and reasonable scheduling loss, where permitted by law.
Diagnostics and investigation time
Diagnostic and investigation work is chargeable even if the final cause is a third-party platform, unsupported equipment, customer configuration, vendor outage, user error, historical issue or problem that cannot be economically repaired.
A refund is not usually available merely because investigation shows that a different provider, vendor, warranty channel, software publisher or hardware manufacturer must resolve the issue.
Third-party and special-order items
Special-order hardware, configured equipment, opened items, registered licences, activated subscriptions, domain names, SSL certificates, cloud resources and vendor services may be unable to be returned or refunded once ordered, provisioned, activated, shipped, downloaded, consumed or associated with an account.
Security, backup and recovery outcomes
Cybersecurity, backup and recovery services reduce risk but cannot guarantee that every threat will be prevented, every file will be recoverable, every outage will be avoided or every third-party platform will remain available. Refunds are assessed against the service agreed and work performed, not against an absolute guarantee of risk elimination.
Contact
For refund, return or billing questions, email sales@compuloop.com.au or call 1300 007 613.