Refunds, Returns & Warranty Policy
Last updated: 12 August 2026
At Oasis Custom PCs, we want you to be confident in your purchase and in the services we provide.
This policy explains how we handle refunds, returns, faults, warranty claims and exchanges for products and services purchased from Oasis Custom PCs.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL) or any other applicable law.
Where the law provides you with rights that are more favourable than the terms of this policy, those rights will apply.
1. Australian Consumer Law
Oasis Custom PCs complies with the Australian Consumer Law.
Products and services purchased from Oasis Custom PCs may come with automatic consumer guarantees, including guarantees relating to acceptable quality, fitness for purpose, correspondence with description, and services being provided with due care and skill.
If a product or service does not meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund, cancellation of a service, or compensation, depending on the circumstances and whether the problem is considered major or minor.
These rights exist independently of our voluntary warranty and cannot be removed by this policy.
For more information about your consumer rights, please visit the Australian Competition and Consumer Commission (ACCC).
2. Change-of-Mind Returns
Unless otherwise stated on a product or service listing, Oasis Custom PCs does not generally provide refunds or exchanges simply because you:
Changed your mind
Ordered the wrong product
Decided you no longer require the product or service
Found the product cheaper elsewhere
Purchased a product that does not meet expectations that were not communicated to us before purchase
This does not affect your rights under the Australian Consumer Law.
For physical products, we may choose to accept a change-of-mind return at our discretion. Where we agree to do so, we may specify reasonable conditions relating to the product’s condition, packaging and return shipping.
3. Digital Products and Services
Our services may include digital deliverables such as:
Personalised PC parts lists
Parts-list recommendations
PC component research
Parts-list explanation documents
Performance optimisation recommendations
Other digital consultation materials
Because these deliverables may be personalised specifically for you and may be supplied electronically, we generally do not provide refunds simply because you change your mind after the service or digital deliverable has been provided.
However, this does not exclude or limit any consumer guarantees or other rights that apply under Australian law.
If a digital deliverable or service has not been provided as agreed, or does not meet an applicable consumer guarantee, please contact us so that we can assess the issue and provide an appropriate remedy.
4. DIY Build Consultation
Our DIY Build Consultation service provides personalised research, component recommendations and guidance based on the information you provide to us.
Once the consultation work has been completed and the agreed deliverables have been provided, refunds will generally not be available solely because you change your mind.
Our service includes the revision options specified on the relevant product or service listing.
If you believe that the service has not been provided with due care and skill, has not been provided as agreed, or otherwise does not meet an applicable consumer guarantee, please contact us so that we can assess the matter.
5. Performance Optimisation Service
Our Performance Optimisation service provides personalised recommendations based on your existing PC, proposed parts list, budget and performance requirements.
Recommendations are based on the information you provide to us.
We cannot guarantee a particular level of performance where performance depends on factors outside our reasonable control, including:
Existing hardware
Software configuration
Game or application optimisation
Driver updates
Software updates
Internet connection
Peripherals
Environmental conditions
Changes made to the system after our recommendations are provided
This does not exclude any consumer guarantees that apply to our service.
If you believe the service has not been provided as agreed or with due care and skill, please contact us so that we can investigate the matter.
6. Custom PC Build Service
Our Custom PC Build Service involves researching, sourcing, assembling, configuring, testing and shipping a PC based on the customer’s agreed requirements and parts list.
Before components are ordered, the customer will have the opportunity to review the proposed configuration and confirm that they wish to proceed.
Once the final configuration has been approved and the required payment has been received, components may be ordered and the PC assembled.
Because custom PCs are configured specifically for individual customers, we generally do not accept returns or provide refunds simply because a customer changes their mind after components have been ordered or the PC has been assembled.
This does not affect any rights or remedies available under the Australian Consumer Law.
7. Custom PC Build Warranty
In addition to your rights under the Australian Consumer Law, Oasis Custom PCs provides a 12-month limited warranty for completed Custom PC Builds.
The voluntary warranty begins from the date the completed PC is delivered to the customer.
The warranty covers defects relating to:
Hardware supplied and installed by Oasis Custom PCs
Assembly performed by Oasis Custom PCs
Configuration performed by Oasis Custom PCs
The original software or operating-system installation performed by Oasis Custom PCs
Where appropriate, Oasis Custom PCs may troubleshoot, repair or replace affected hardware.
This voluntary warranty is provided in addition to, and does not replace, your rights under the Australian Consumer Law.
8. Hardware Replacement and RMA Process
Where a hardware component supplied as part of a Custom PC Build is determined to be defective, Oasis Custom PCs may work with the relevant manufacturer or supplier through their warranty/RMA process.
Where the issue is covered by our voluntary warranty, Oasis Custom PCs will generally cover:
Reasonable shipping costs for returning the affected product or PC to Oasis Custom PCs
Labour associated with diagnosing and replacing the affected hardware
Reasonable shipping costs for returning the repaired or replacement PC to the customer
The exact remedy will depend on the nature of the fault, the applicable manufacturer warranty, availability of replacement components and any rights the customer has under the Australian Consumer Law.
Where a problem constitutes a major failure under the Australian Consumer Law, you may have rights to a refund, replacement or other remedy rather than simply a repair.
9. Initial Defect / DOA Period
If your completed PC arrives and is not functioning correctly, please contact us as soon as possible.
We ask customers to notify us of any apparent fault within 3 days of delivery where possible so that we can promptly investigate and arrange the appropriate solution.
This 3-day period is an administrative notification period only and does not limit or replace your rights under the Australian Consumer Law.
A fault reported after this period will still be assessed in accordance with our warranty and any applicable consumer guarantees.
10. Warranty Exclusions
Our voluntary 12-month warranty does not generally cover damage or faults caused by circumstances outside the normal operation of the PC, including:
Misuse or abuse
Neglect
Accidental damage
Liquid damage
Improper installation
Improper handling
Damage caused by external electrical issues
Damage caused by unsuitable power supplies or electrical equipment not supplied by Oasis Custom PCs
Physical damage
Unauthorised repairs
Modifications performed by the customer or another third party
Damage caused by customer-installed components
Damage caused by overclocking
Damage caused by inappropriate undervolting
Damage caused by BIOS modification or flashing performed by the customer
Damage caused by software or hardware modifications
Damage caused by peripherals or external accessories
Data loss or data recovery
These exclusions apply to our voluntary warranty and are not intended to exclude or limit any rights you may have under the Australian Consumer Law.
For example, a customer’s modification does not automatically remove their statutory rights in relation to an unrelated defect.
11. Software
Our Custom PC Build Service may include installation and configuration of an operating system and other software requested or agreed upon as part of the service.
Our voluntary warranty does not generally cover software that was installed, modified or configured by the customer after delivery.
This may include:
New software installations
Unauthorised operating-system modifications
Driver modifications
BIOS configuration changes
Third-party software
Malware or viruses
Customer-created software configurations
Where the issue relates to the original software installation or configuration performed by Oasis Custom PCs, we will assess the issue under the applicable warranty and consumer guarantees.
12. Customer Modifications
Customers may modify or upgrade their PCs after delivery.
However, damage caused by a customer or third party modifying, repairing or upgrading the system may not be covered by our voluntary warranty.
Examples include:
Replacing components
Installing additional components
Changing cooling systems
Changing BIOS settings
Overclocking
Undervolting
Flashing or modifying BIOS firmware
Installing or modifying operating systems
Physical modification of the case or components
If you are unsure whether a proposed modification could affect your warranty, please contact us before making the modification.
This does not affect statutory consumer guarantees that apply to the product or service.
13. Data and Data Recovery
Customers are responsible for maintaining appropriate backups of their personal data.
Oasis Custom PCs is not responsible for recovering personal data that may be lost during troubleshooting, repair, replacement, operating-system installation or hardware replacement, except where otherwise required by law.
We recommend maintaining current backups of important files before sending a PC to us for repair or service.
Where reasonably possible, customers should remove sensitive personal information from a PC before sending it to Oasis Custom PCs.
14. Shipping Damage
If your PC arrives damaged, please contact Oasis Custom PCs as soon as reasonably possible and provide photographs of:
The external shipping packaging
Any visible damage
The internal packaging
The PC itself
Any affected components
Do not dispose of the original packaging until we have advised you that it is no longer required.
We will investigate shipping-related damage and work with the relevant delivery provider where appropriate.
Your rights under the Australian Consumer Law are not affected by this process.
15. Returns and Return Shipping
If we determine that a product or completed PC needs to be returned to Oasis Custom PCs, we will provide instructions regarding the return process.
Where a return is required because of a problem covered by an applicable consumer guarantee or our voluntary warranty, Oasis Custom PCs will generally arrange or reimburse reasonable return shipping costs as appropriate.
For approved change-of-mind returns that we voluntarily accept, the customer may be responsible for return shipping and any applicable conditions communicated before the return is authorised.
Please do not send a product to us without first contacting Oasis Custom PCs and receiving return instructions.
Our return address is:
Oasis Custom PCs
Unit 42/73 Redhead Street
Doolandella QLD 4077
Australia
16. Refunds
Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.
The time taken for the refund to appear in your account may depend on your bank, card issuer or payment provider.
Where a refund is required under the Australian Consumer Law, we will provide the applicable remedy in accordance with the law.
We will not deduct payment-processing fees from a refund where doing so would be inconsistent with the customer’s legal rights.
17. Sale Items
Sale prices do not remove or reduce your rights under the Australian Consumer Law.
A sale item may therefore be eligible for a repair, replacement, refund or other remedy where required by law.
Where a sale item is returned solely because of a change of mind, any applicable change-of-mind conditions will be communicated at the time of purchase.
18. Incorrect or Accidental Purchases
If you accidentally purchase the wrong product or service, please contact us as soon as possible.
If we have not yet begun providing the service or processing the order, we may be able to cancel the purchase.
For physical components, cancellation may depend on whether the item has already been ordered or shipped.
For personalised consultation services or custom PC builds, cancellation may depend on whether work has already commenced, components have been ordered, or the system has already been assembled.
Any refund will be handled in accordance with applicable law and the circumstances of the purchase.
19. Price and Performance Expectations
Our consultation services are designed to provide personalised recommendations based on the information you provide, including your budget, intended use and performance goals.
PC component prices and availability can change frequently.
Prices shown in parts lists are therefore estimates and may change before components are purchased.
We cannot guarantee that a particular component will remain available at the quoted price.
Similarly, actual performance can vary depending on factors including software, drivers, games, applications, environmental conditions and future software updates.
We will nevertheless provide recommendations based on the requirements and information available to us at the time the recommendation is prepared.
Nothing in this section limits any consumer guarantee that applies to our services or products.
20. Custom Water Cooling
Our Custom PC Build Service does not currently support custom water-cooling systems.
Custom builds will use either:
Air cooling; or
An all-in-one (AIO) liquid cooler.
This limitation does not affect any applicable consumer guarantees.
21. How to Make a Warranty or Refund Request
If you believe your product or service has a problem, please contact:
Please include, where available:
Your name
Invoice or order number
Date of purchase
Description of the problem
Photos or videos showing the issue, where relevant
Any relevant error messages
Details of any troubleshooting already performed
We may ask you to perform reasonable troubleshooting steps before arranging a return, repair or replacement.
We may also require the product to be returned so that the issue can be inspected and diagnosed.
22. Assessment of Faults
When a product is returned, Oasis Custom PCs may inspect and test it to determine the cause of the reported issue.
Where appropriate, we may:
Repair the product
Replace a defective component
Replace the product
Provide a refund
Provide another remedy required by law
The remedy available will depend on the circumstances of the problem and the rights applicable under the Australian Consumer Law and/or our voluntary warranty.
A product being diagnosed as having no fault does not automatically mean that a customer has lost their consumer rights. Each matter will be assessed according to its circumstances.
23. Manufacturer Warranties
Some components supplied by Oasis Custom PCs may also be covered by a manufacturer’s warranty.
Manufacturer warranties are separate from your rights under the Australian Consumer Law.
Where appropriate, Oasis Custom PCs may assist customers with a manufacturer’s warranty or RMA claim.
Customers are not required to rely solely on a manufacturer’s warranty where they have rights against Oasis Custom PCs under the Australian Consumer Law.
24. Limitation of Liability
To the maximum extent permitted by law, Oasis Custom PCs is not responsible for loss or damage that is not caused by a failure to comply with an applicable consumer guarantee, warranty obligation or other legal obligation.
Nothing in this policy excludes, restricts or modifies any liability or consumer right that cannot lawfully be excluded, restricted or modified under Australian law.
25. Need Help?
If you have questions about a refund, return, warranty claim or potential fault, please contact us before sending anything back.
Oasis Custom PCs
Email: support@oasiscustompcs.com.au
Address:
Unit 42/73 Redhead Street
Doolandella QLD 4077
Australia
We will work with you to assess the issue and determine the appropriate next step.
Oasis Custom PCs reserves the right to update this policy when our products, services, warranty arrangements or legal obligations change.
