Refund policy

Return and Warranty Policy

At Gus Labs, we are committed to providing you with premium, high-performance gaming PCs. We stand behind the quality of our builds. Please read our return and warranty policy carefully to understand your rights and obligations.

1. Change of Mind

We meticulously build and configure our PCs to order. Because of this, Gus Labs does not offer refunds, returns, or exchanges for "change of mind", buyer’s remorse, or if you simply made the wrong selection. Please double-check your order and specifications before completing your purchase.

2. Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. Defect Reporting & Process

If you believe your PC or component has arrived defective, or develops a fault, you must take the following steps:

  • Contact Us Immediately: You must contact our support team at [Insert Email Address] immediately upon discovering the fault.

  • Do Not Attempt DIY Repairs: Modifying the PC, attempting unauthorized repairs, or removing warranty void stickers without our explicit written instruction may void your warranty.

  • Follow Instructions: Our technicians will provide you with troubleshooting steps. If the issue cannot be resolved remotely, we will provide you with specific instructions on how to securely package and return the PC to us for assessment.

4. Remedies for Defects (Repair and Replacement)

Once the PC is returned to us, our technicians will assess the system to confirm the defect.

  • Minor Failures: In the vast majority of cases (such as a single dead RAM stick, a faulty fan, or a failing SSD), this is classified as a minor failure. In these instances, Gus Labs reserves the right to choose the remedy. We will replace the defective part with an identical or equivalent component and return your computer to you in perfect working condition.

  • Major Failures: If the defect is classified under the ACL as a major failure, you will be offered the choice of a replacement system or a refund.

Please note: Damage caused by user error, physical dropping, power surges, liquid damage, or extreme overclocking outside of manufacturer specifications is not covered under our defect warranty.

5. Warranty Period

Replacing a defective part does not restart your warranty period. Any replacement parts installed during a warranty claim are covered only for the remainder of your PC's original warranty period, calculated from the original date of purchase.

6. Return Shipping Costs

If the product is confirmed to have a defect covered by the ACL, Gus Labs will cover the reasonable costs of return shipping. If the PC is returned to us and is found to be in perfect working order, or if the damage was caused by user error, you will be responsible for all shipping and handling costs to return the PC to you, as well as a potential diagnostic fee.