Last updated 20 September 2026. Applies to purchases from shop.atomicnetworks.com.au, operated by Atomic Networks (ABN 28 828 751 192), Melbourne, Victoria.
The short version
- Dead on arrival (DOA): replaced. If a product does not work when you first unpack it, tell us within 7 days of delivery or pickup and we arrange a replacement with the distributor or refund you in full. We pay the return freight.
- Faulty later: covered. Every product carries the manufacturer’s warranty and your rights under the Australian Consumer Law. We handle the claim with the manufacturer for you.
- Change of mind: not accepted. We do not offer returns, exchanges or refunds because you ordered the wrong item, no longer need it, or found it cheaper elsewhere. Please check the part number and your requirements before ordering — if you are unsure, ask us first; we work with this equipment every day and will tell you straight.
Dead on arrival
A product is DOA if it is faulty out of the box or fails within the first 7 days of delivery or pickup. To make a DOA claim:
- Email info@atomicnetworks.com.au within 7 days of receiving the goods with your order number, the product and part number, and a short description of the fault.
- We may ask for a photo, a serial number or a quick check over the phone — most faults we can confirm in a few minutes.
- Once confirmed we order a replacement from the Australian distributor the product came from, on the same business day where the claim is confirmed before 2 pm, and arrange collection of the faulty unit — or refund you in full to your original payment method within 5 business days. Return freight for a confirmed DOA is at our cost.
Please keep the original packaging and all accessories until the claim is resolved; the faulty unit must be returned complete.
Warranty and the Australian Consumer Law
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.
Nothing in this policy limits those rights. In addition, every product is covered by its manufacturer’s warranty (typically 1 to 3 years depending on the brand and product). If something fails after the DOA period, contact us with your order number and we will lodge and manage the warranty claim with the manufacturer or distributor on your behalf. Where a product must be sent away for assessment, we will tell you the expected turnaround before it goes.
Warranties do not cover damage caused by incorrect installation, power surges or lightning where no surge protection was used, physical damage, water ingress outside the product’s rating, unauthorised modification or use outside the manufacturer’s specifications.
What we cannot take back
- Change-of-mind returns of any kind, including sealed and unopened goods.
- Software, subscriptions and licence keys (for example firewall security subscriptions) once issued or activated.
- Items ordered in specially for you or supplied under a quote, except where the Australian Consumer Law applies.
- Bulk cable, cut-to-length cable and consumables once opened.
Damaged in transit
Check your delivery when it arrives. If the carton is damaged or items are missing, note it with the driver if you can and email us within 2 business days with photos. We will replace the damaged or missing items and take the claim up with the carrier ourselves.
Refunds
Where a refund is due it is paid to the original payment method (card, PayPal or bank transfer to the account the order was paid from) within 5 business days of the returned goods reaching us, or of the claim being confirmed where no return is required. Original shipping charges are refunded for DOA and warranty refunds.
Contact
Atomic Networks · ABN 28 828 751 192 · Melbourne, Victoria
Email info@atomicnetworks.com.au · quote your order number and the part number in every message so we can act on it straight away.