Warranty, Returns & Support Policy
Product Warranty
Unless otherwise noted, all items purchased from GoToTech are provided a 30 day warranty. GoToTech PC's come with a one (1) year, non-transferable limited carry-in warranty from the date on your invoice. This limited warranty covers defects in products and in workmanship used in the building of your GoToTech PC system. Many components may have longer than a 1-year warranty, which can be claimed directly with the manufacturer. Physically damaged products will not be covered by our warranty. GoToTech reserves the right to determine whether a product is defective at its sole discretion. Some exceptions apply.
GoToTech does not offer warranty on the following categories:
- Backup data services
- Software and data losses or damages
- Later upgrades or add-on components and defects caused by such components
- Non hardware issues such as virus/spyware infections
- Misuse, physical damages
- Has been repaired by an unauthorized third party
- Incompatibility issues after installing new hardware or software
- Printers are non-returnable if consumables have been opened
Refunds / Returns Policy
You may return most new, sealed, unopened and unused items in the original packaging within 14 days of purchase for a full refund.
Items that are opened and no longer sealed (meaning unpacked, all parts, accessories and manuals) and cannot be sold as new may be returned within 14 days of purchase but with the expense of a restocking fee between 10-35% depending on the product and the ability to resell the item. Items with missing pieces, parts, accessories, manuals, documentation and even damaged original boxes cannot be returned. No returns for items without original packaging. Please be sure to purchase the right item for your situation.
If you are unsure if you are buying the right equipment, please contact GoToTech before purchasing. We are happy to guide you to the right solution from the start. This will help avoid unnecessary returns and re-stocking fees. We are here to help!
You should expect to receive your refund within 2 weeks of returning your item, but usually you will receive a refund sooner. This period includes the time it takes us to process your item once we get it back it and the time it takes your bank to process our refund request.
RMA Request:
If you need to return an item, please contact us ASAP after purchase and we will respond as soon as possible.
Repairs
By using services provided by GoToTech, you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to.
REPAIR SERVICE
- IMPORTANT: You are responsible for ensuring that you have backed up all data on your computer before we access your system. We will not be responsible for any loss of data, pictures, information or programs on your computer.
- If you have not made any backups of your data then we can do this for you. Please contact us as soon as possible to arrange for your data to be backed up before we start work on your computer. Please note, mechanical failure of your hard disk or other components inside your computer can occur without warning during our intensive diagnostics. Virus and malware infections can also damage your data and could lead to unpredictable problems and could result in data loss.
- For some jobs, GoToTech may need to reinstall your operating system. This involves wiping your hard disk clean and re-installing the operating system back to the point when your computer was first purchased. We will contact you prior to doing this but if you require your data to be backed up prior to the wipe and restored back to your computer once the operating system has been re-installed please let us know. There will be additional charges associated with this service.
ON-SITE REPAIRS & SERVICES
If you book an on-site appointment we will need the following at the time of appointment:
- Full access to the equipment being repaired. Electricity mains power & Lighting
- Your agreement to follow our reasonable instructions
Your computer system should have an operating system with a valid license. If you have not, we will need to purchase and install a retail version of the relevant operating system for your computer. Additional costs and time will be involved. We are unable to work on unlicensed operating systems.
REMOTE REPAIR
Some issues are not able to be resolved remotely but we will use reasonable amounts of skill and care to resolve problems you have requested us to do. It may be necessary for you to deliver your computer to our shop in order to resolve your problem, but we will inform you about all available options at the time of the remote repair session.
LIABILITY EXCLUSIONS
Although we do not have specific knowledge of your computer configuration we will attempt to minimize disruption to your system as much as we can but we cannot be responsible for any unforeseen issues that may arise from any of our services.
Please note that if your computer system or equipment is under manufacturer warranty our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer's warranty.
We are not responsible or liable to any service performed for you regarding:
- any loss data, data corruption, loss of images, documents or information
- any financial loss, or loss and interruption to business or contracts
- any failure by you to follow our reasonable recommendations or instructions
- any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software
- any loss that is not reasonably foreseeable.
WARRANTY ON REPAIRS
Unless stated, all repair services carry a 3 month warranty on labor. If in the unlikely event same problem happens that we have fixed or any fault which is related to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your payment in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused due to incorrect use of software or downloaded material, virus and malware infections, or by faults arising from accidental damage or incorrect use of the product.
FREE DIAGNOSTICS
This is a free service we offer to all our customers on condition that we repair your device while your device remains on our premises. If you decide to not go ahead with the repair, a nominal diagnostics charge of $25 will be applied or if your device is beyond economical repair we are happy to recycle your device in stead of the diagnostics fee.
REPAIR / SERVICE CANCELLATIONS
It can take many hours to fully diagnose and repair your computer and often we need to purchase parts that are required for your repair. If at any time you decide to cancel the repair you will be liable to make payment of any parts ordered for your repair and a calculation of the cost of labor to the maximum of the agreed quoted cost of repair will be charged. We will not release any item back to you until payment in full is received.
ABANDONED COMPUTERS
Any computer that has been left abandoned for over 90 days will be recycled or disposed if prior arrangements have not been made. It is important that you check your details on your receipt / email at the time of booking to ensure that we have your correct contact details. We will not be held responsible for any inaccuracies in the details provided.
REPAIR & DIAGNOSTICS TIMES
Although we aim to get your device repaired / diagnosed as quickly as possible, the service can sometimes take longer than anticipated. We normally aim to diagnose and repair within 3-10 business days but sometimes the repair can take longer. We often have to source parts from outside of the UK and can take several weeks before we receive the parts and clear customs. We will not be held responsible for any repairs that exceed our estimated completion time. We will make every effort to inform you if we expect a delay in our service. If you would like a status update please get in touch with our repair centre or send us a message from our website.
