Terms and Conditions

Terms and Conditions 

All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law (Competition and Consumer Act 2010). Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified. 

Compatibility

CPL Online does not guarantee compatibility between all components and software sold. It is the sole responsibility of the customer to ensure that products are compatible prior to ordering. To reduce the chance of incompatibility we recommend customers conduct their own research prior to purchase. 

Placing orders

  1. 1. Any order placed by you in the manner described in this site is an offer by you to purchase a particular product or service for the price (including the delivery and other charges) specified on this site at the time you place your order. You acknowledge that, by placing your order, you are agreeing to pay for and accept delivery of the goods ordered unless you ask us to cancel that order, and we send you written confirmation of the cancellation prior to the goods being dispatched to you.
  2. 2. CPL may change the prices for Goods or Services published on our website at any time without giving notice to you. Prices of products placed in the "cart" but not paid for are also subject to change and you agree to pay the price current at the time of payment.
  3. 3. In addition to the price for the Goods, you will also need to pay the advertised delivery charge (if any). Any Delivery Charge will appear in your shopping cart.
  4. 4. By placing an Order you agree to pay the price for the Goods and/or Services, any Delivery Charge and any Additional Delivery Charges which may apply.
  5. 5. Additional Delivery Charges are charges which are not shown in your shopping cart but which we incur. Such charges may apply even where the item is shown on the Website as having “free delivery”, “free freight” or something similar.
  1. 6. If you live in an area to which an Additional Delivery Charge will apply CPL will contact you before accepting your Order and provide you with a quote for the Additional Delivery Charge. If, within the time specified, you do not agree to accept the Additional Delivery Charge, CPL will cancel your Order. CPL will not accept payment for your Order until you have confirmed your acceptance of the Additional Delivery Charge.
  1. 7. Where you place separate Orders the Goods will be delivered separately and a separate Delivery will apply to each Order. CPL cannot consolidate separate Orders into one delivery.
  2. 8 . Please check your Order carefully (including the quantities ordered) before submitting it as Orders may not be able to be changed or cancelled once the Order has been accepted by CPL.
  3. 9. While every effort has been made to ensure the accuracy of prices, images and information displayed on this site, CPL is not responsible for any error and reserves the right to accept or reject your offer for any reason, including without limitation, the unavailability of any product, an error in the price, image or the product description posted on our website content, or an error in your order.
  4. 10. We may require additional verification or information before accepting any order. You agree to provide us with current, complete and accurate details when asked to do so by CPL. We only accept orders from within mainland Australia and Tasmania.

 

Website Stock availability and Pricing

  1. 1. Our website is updated regularly and stock level indicators are accurate as of that time.
  2. 2. If we determine that we do not have a particular Product in your order in stock, then we will use reasonable endeavors to order the relevant Products. In this instance, we will notify you of the relevant products on backorder and the anticipated delivery date within 3 weekdays of receiving your payment.
    1. 1-1 If we are not able to source the product from our supplier, we may need to cancel the order for the product and provide you with a refund; or
    2. 1-2 If we are able to source the product from a different supplier at a higher price than originally advertised, we will give you a choice as to whether you wish to purchase the product at the higher price. If you decide that you no longer want the product, we will provide you with a refund of the original price paid.
  3. 3. All of our prices are in Australian dollars (AUD) and include 10% GST (Goods and Services Tax) and do not include delivery
  4. 4. Prices quoted are based on payment either via EFTPOS, Cash or Direct Deposit. Credit card payments will attract a 2% surcharge for VISA/MasterCard and 3.5% for AMEX. PayPal payments will attract a 2.7% surcharge.
  5. 5. Where a product has been listed at the incorrect price or with an incorrect description or any other associated information or image due to genuine mistake, we reserve the right to cancel the relevant transaction and offer the product to you again at the correct price and/or with the correct information. 

 

Payments

  1. 1. Please be aware that if you are making a direct deposit payment via internet banking from a different bank to the one you’re transferring to, it can take up to 48 hours to reach our account. To minimize the potential impact of this, we have bank accounts with Westpac, Commonwealth, ANZ, NAB and Suncorp. Transferring funds to the account with the same bank as your account will help to reduce this delay.
  2. 2. You must not pay, or attempt to pay, for Products through any fraudulent or unlawful means.
  3. 3. CPL reserves the right to change the payment methods that can be used for Orders at any time.
  4. 4. CPL may not be able to, or may decline to, accept payment from you by your nominated payment method at any time for any reason including, without limitation: (a) where our fraud detection systems detect possible irregularities or (b) because your financial institution has declined payment. Where this is the case, your Order will be placed on hold and CPL will contact you to ask you to provide additional information (for example, proof of identity documents) or arrange payment by another method. If you are unable to comply with CPL's request within the time period specified, CPL may cancel your Order.
  5. 5. Goods that you have ordered will not be dispatched to you until your payment for the Goods has cleared. If your payment cannot be processed, your Order will be rejected and we will notify you by email. All transfer payments must reference the relevant order number or reference number provided by CPL staff.
    1. 5-1. Payments transferred without a proper reference are subject to a confirmation process and may take an additional 24-48 hours to process.
    2. 5-2. Where payment has been made without a proper reference, please e-mail us at sales@cpl.net.au to notify us of the issue immediately.
  6. 6. Prices quoted are based on payment either via EFTPOS, Cash or Direct Deposit. Credit card payments will attract a 2% surcharge for VISA/MasterCard and 3.5% for AMEX. PayPal payments will attract a 2.7% surcharge. Payment via written cheque attracts a 3% surcharge (to be cleared immediately) or will be subject to a 3-5 business day clearing period.

 

Deliveries

  1. 1. Except to the extent expressly set out in these Terms and Conditions or otherwise required by law (including, without limitation, the Australian Consumer Law), neither CPL nor any of its agents will be liable to you, or any other person, for any loss, damage, cost or expense suffered as a direct or indirect result of any delay in delivery of the Goods to you or delay in the availability of Goods for pick up in store, whether in contract, negligence or any other tort, equity, restitution, strict liability, under statute or otherwise at all.   
  2. 2. Risk and title in Goods passes to you on the date and time of delivery of the Goods to the delivery address provided in your Order.
  3. 3. On delivery you may be required to sign a proof of delivery document. If you are not available to take delivery, your Goods will be taken to a local depot or post office and a calling card containing the relevant contact details will be left at the delivery address.
  4. 4. It is the customer’s responsibility to be available for delivery at the designated address and to sign and accept the goods, redelivery attempts may cost extra and may be passed on to customer if delivery address is unattended. The customer is responsible for all extra freight charges, which include redelivery, redirection, refused shipments and incorrectly given delivery details.
  5. 5. Shipping charges are calculated by the cubic size or its dead weight, whichever is more and include a handling charge.
  6. 6. If you require Goods that you have ordered to be re-directed to an address which is not the original Order address CPL may charge you a reasonable fee for doing this.
  7. 7. If goods received are not as per your order, please contact us in writing within 24 hours of receiving the delivery. Do not open any packaging or use the goods as it will be deemed an acceptance of goods and will not be accepted for return. All claims for shortages/incorrect shipment must be made within 24 hours of receipt of goods.
  8. 8. If the parcel appears damaged in any way upon delivery, please ensure that the courier makes note of the damage before signing for receipt of the product. If you fail to note the damage, you will not be able to claim for goods damaged during transit.
  9. 9. If goods received seem to have damaged packaging, do not open any original packaging or use the item as it will be deemed as an acceptance of goods and will not be accepted for return. Once we receive the damaged product back we will have a replacement shipped out. If we cannot replace the item, we will provide you with a full refund.
  10. 10. We will, where products are in stock, ship all orders within 1-2 business days. Shipping times can vary between 1-7 business days depending on your location within Australia. If for any reason we are unable to dispatch your order we will notify you within 3 weekdays of receiving your order.
  11. 11. If your products do not arrive and there has been no activity on the tracking schedule for four business days please contact us via e-mail.
  12. 12. Upon confirmation from the courier that they cannot locate the parcel or provide us with proof of delivery, we will ship your order again.
  13. 13. If you provide or e-mail and request authority to leave on a certain delivery, we will leave your order on your doorstep even if no one is around to receive it.
    1. 13-1. Please note in this case CPL cannot be held responsible for lost or damaged deliveries after they have been dropped off
  14. 14. You are not entitled to any refund or exchange just because any packaging is damaged in transit. The packaging exists to protect the Goods themselves.

 

Pickup of Goods In store

  1. 1. Many Goods can be picked up from a CPL store rather than being dispatched to you. Where you wish to do this you will need to nominate this option when you place your Order. Please note that some Goods are not available for pick up from store.
  2. 2. Only the relevant CPL Account holder may pick-up in-store Goods ordered on that Account.
    1. 1-1. CPL may allow pickup of orders by another person if the account holder has provided in writing from the registered account e-mail an authority to release goods to this person.
    2. 2-1. Any persons picking up an order on behalf of a CPL account holder must present their photo-ID in-store and allow CPL to take a copy of this ID for fraud prevention purposes.
  3. 3. When picking up a prepaid order you must provide photo identification (current drivers license, passport or Keypass) to store staff to verify that you are the purchaser. If requested, you must allow CPL staff to take a copy of this identification for fraud prevention purposes. The copy will not be used by CPL for any other purpose or disclosed to any person outside of CPL.
  4. 4. Store staff will also check your signature against the signature on any credit/debit/payment card used to purchase the Goods. You must therefore ensure that you bring this card when picking up the Goods;
  5. 5. Store staff have the right to refuse collection of Goods if you cannot or will not satisfy the requirements set out above. In this event CPL will contact the person who placed the Order using the contact details provided. 

 

Cancellations

  1. 1. CPL reserves the right to cancel, at any time before delivery and for whatever reason, an Order it has previously accepted. CPL may do this for example, but without limitation where:
    1. 1-1. CPL are unable to supply Goods/Services which CPL's suppliers previously promised to supply.
    2. 1-2. An event beyond CPL's immediate control such as floor, fire, storm, earthquake, power failure, strike or computer systems failure which leads to CPL being unable to supply the goods within a reasonable time.
    3. 1-3. Goods ordered were subject to an error on the Website in relation for example to description, price or image which was not discovered prior to the order being made.
    4. 1-4. If you request a cancellation in writing prior to goods being shipped.
  1.                                                                i.      Any such requests are only valid once confirmed by CPL in writing.
  1. 2. Where CPL cancels your Order, we will send you an e-mail notifying you of cancellation.
    1. 2-1. Where payment has been made, CPL will refund any money paid in respect of that order in full.
  2. 3. Cancellation of orders involving any computer system that is already built will incur a minimum 20% cancellation fee. Cancellation of any order that has been fully prepared for delivery, which has been either partly or fully paid, will incur a minimum 20% cancellation fee.
    1. 3-1. This fee is not applicable where CPL Online cannot supply the goods.
  3. 4. Cancellation of specially ordered items – order to order, special order – will incur a minimum of 15% cancellation fee.
    1. 4-1. This fee is not applicable where CPL Online cannot supply the goods.
  4. 5. Any and all cancellations requests are required to be made in writing.
  5. 6. Cancellations after products have been shipped will result in the customer being liable for all shipping and handling as well as any cancellation fees which may apply.
  6. 7. In cases where an order is available (for pick up or delivery) and no payment has been received, we reserve the right to cancel that order after 48 hours of it being made.
  7. 8. In cases where an order is available (for pick up or delivery) and only a deposit payment has been made, we reserve the right to cancel that order after 14 days of it being made if there has been no further payment and/or communication from the customer. Customers forfeit any deposit paid on such orders.
  8. 9. Except to the extent otherwise required by law (including, without limitation, the Australian Consumer Law), CPL will not be liable to you, or any other person, for any loss, damage, cost or expense suffered as a direct or indirect result of cancellation of your Order, whether in contract, negligence or any other tort, equity, restitution, strict liability, under statute or otherwise.

 

 Change of mind Returns and Exchange

  1. 1. We will not accept a request to return and refund purchased goods where you have simply changed your mind, made a wrong selection or have simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping card and confirming your order.
  2. 2. We reserve the right to reject any change of mind return/exchange unless goods are in their original packaging. Returns of products that have been damaged, modified or tampered with will not be accepted. Goods that have already been opened are subject to our testing and approval and may require additional time to process.
  3. 3. Returns which are accepted are accepted at, the lesser of the market value at time of return or purchase price, less a restocking fee. Our Restocking fee is 15% ($10 Minimum).
  4. 4. Returns of software or games will not be accepted except for warranty.
  5. 5. When returning goods, please proof of purchase must be provided.

 

Warranty and DOA (Dead on Arrival Claims)

  1. 1. All products sold are sold with a return to base warranty. Products which are the subject of any warranty or returns claim must be returned to CPL before any such claim may proceed. To the full extent permitted under Australian law, the cost of returning the product will be borne by the customer. 
  2. 2. Before you return the Product to us, we strongly recommend that you consider contacting the manufacturer directly. Not only is the manufacturer best suited to assess and help you with your problem because they made your product and know how your product operates, but they are in many circumstances obligated to help you. We are of course available to help you as well and you may contact us via email call us on (03) 85428688, via e-mail sales@cpl.net.au or bring your Product to our store. However, it is our experience that when customers experience any problem operating their product, it can often be resolved quicker if the manufacturer is involved directly at the early stage. In many cases, the issue may be resolved with some basic “troubleshooting” by the manufacturer, so the manufacturer is always a good first point of contact.
  3. 3. For your convenience, the Support Hotlines of some of our top-selling manufacturer brands are set out below:

 

Manufacturer

For Customers

Support Email / Website

Acer

1300 365 100

http://www.acer.com.au/ac/en/AU/content/service-contact

AOC

1300 262 669

http://www.aocmonitorap.com/root/anz/service_centre.php

APC

1800 652 725

http://www.apc.com/support/contact/index.cfm

Asus

1300 278 788

http://www.asus.com/au/support/Service-Center/Australia

Belkin

1800 235 546

http://www.belkin.com/au/contact-support

BenQ

1300 130 336

http://www.benq.com.au/support/servicecenter/

Billion

08 7071 3886

https://www.pcrange.com.au/support.php

Brother

02 9887 4344

https://brother.com.au/about-us/contact/productsupport

Canon

1800 023 026

https://www.canon.com.au/en-AU/About-Canon/Contact

Cisco

1800 605 971

http://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html

Creative

02 9021 9800

http://au.creative.com/contactus

CyberPower

1300 784 802

service@cpsww.com.au

DLink

1300 766 868

http://support.dlink.com.au/EmailSupport.asp

Eaton/PowerWare

1300 303 059

http://powerquality.eaton.com/Australia/Products-Services/Services/AU-support.asp

Epson

1300 361 054

http://www.epson.com.au/company/contactus/

Fritz! box

03 9020 2306

support@fritzbox.com.au

Fuji Xerox

1800 811 177

http://www.fujixerox.com.au/company/contactus?pageheading=SelectTopic&emh=Contact%20Request

Gigabyte

03 8561 6266

http://www.gigabyte.com.au/support-downloads/technical-support.aspx

HP

13 13 47

http://www8.hp.com/au/en/troubleshooting.html

IBM

131 426

http://www-947.ibm.com/support/entry/portal/support

Intel

1800 649 931

http://www.intel.com/p/en_US/support/?_ga=1.267173322.519769214.1417134255

Lacie

02 8063 3711

https://www.lacie.com/au/contact/

Lenovo

1800 041 267

http://support.lenovo.com/au/en/selectproduct

LG

1800 643 156

http://www.lg.com/au/support/contact-customer-support

Linksys

1800 605 971

http://support.linksys.com/en-apac/support/linksys?icid=global-header-support-link

Microsoft

13 20 58

http://support2.microsoft.com/?ln=en-au

MSI

02 9748 0070

http://au.msi.com/about/contact-us

Netcomm

1300 365 793

http://www.netcommwireless.com/contact-forms/support

Netgear

1800 787 638

http://support.netgear.com/general/contact/default.aspx#tab-email

Philips

1300 651 993

http://www.support.philips.com/support/contact/contact_page.jsp?userLanguage=en&userCountry=au

Plantronics

1800 793 150

http://www.plantronics.com/au/support/

PowerShield

1300 305 393

http://powershield.com.au/contact-power-sheild/

Samsung

1300 362 603

http://www.samsung.com/au/support/servicelocation/

Toshiba

1800 021 100

http://www.toshiba.com.au/contact.html

TP-Link

1300 875 465

http://ticket.tp-link.com/index.php?/Tickets/Submit/RenderForm

Viewsonic

1800 880 818

service@au.viewsonic.com

Wacom

1300 092 266

https://www.wacom.asia/en/customer-care

  1. 4. A large percentage of warranty returns are tested to be without fault. Please note if a product returned to CPL for warranty is deemed to be NOT FAULTY, CPL reserves to right to charge a service fee of $25 for each product returned. Shipping charges to return the product to the customer will be applied. In addition any fees charged by a relevant authorised service centre may also be charged. 
  2. 5. The whole warranty process usually takes 4 - 6 weeks. However, under some circumstances, it can take 8 - 10 weeks.
  3. 6. In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a:
    1. 6-1. receipt we issued or
    2. 6-2. bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
    3. 6-3. If we cannot be satisfied that you purchased the product from us then we may elect whether or not to accept your product for return. For fraud prevention purposes, if you do not have a receipt, and we elect to give you a return we will need to record your personal details.
  4. 7. Please ensure that all products shipped to CPL are adequately packed. CPL take no responsibility for products that arrived damaged which have been damaged in transit. All such damaged products will be rejected immediately and costs for return shipping will be charged.
  5. 8. Once proof of purchase has been established, we will need to consult with the manufacturer or repair agent to determine the fault and resolution. When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe. 
  6. Once the product is with the manufacturer or their repair agent, they will determine whether:
    1. 8-1. there is no fault found;
    2. 8-2. there is a non-major fault which can be easily repaired within a reasonable timeframe;
    3. 8-3. there is a major fault found and you are to be offered a replacement or a refund; or
    4. 8-4. the product has been damaged or abused through misuse, abnormal use or negligent use.
  1. 9. Where the manufacturer's assessment finds that there is no fault with the product, or that the product been damaged due to misuse, abnormal use or negligent use, we may require you to, in which case you must, pay us for any fee incurred by us in connection with the assessment of your product, and the transportation of your product to and from the manufacturer.
  2. 10. Repair Notice: The repair of your goods may result in the loss of any user-generated data. Please ensure that you have made a copy of any data saved on your goods. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
    1. 10-1. Where there is no fault found, the product will be returned to the store to be returned to you.
    2. 10-2. CPL cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use, whether that has been identified by CPL, the manufacturer or the repair agent. However in such case, we may offer you repair of your product at your cost.
  1. 11. If you need to return a product that is capable of retaining user generated data such as flash drives, internal or portable hard disk drives, please note that assessment and/or repair of the product may result in the loss of data. CPL strongly recommends you save any data as a backup, external to the device where possible.
  1. 12. CPL Online offers a 7 day Dead on Arrival replacement guarantee. Where a product purchased is found to be faulty within 7 days of receiving the product (by courier for delivery orders) or date of pickup/invoice CPL will provide a new replacement subject to stock availability.
    1. 12-1. A DOA claim must be made within 7 days of receiving the product.
    2. 12-2. Products claimed under this process must be returned to us within 7 days of claiming the DOA.
    3. 12-3. Approval is subject to testing once the product is returned to us. Once approved, customers can choose to obtain a replacement, store credit or exchange to a different product. This voluntary guarantee does not apply to some items. If you are unsure if products you intend to purchase/have purchased are covered by this guarantee, please inquire via e-mail.
  2. 13. CPL Online does not directly handle warranty returns for products where a local or direct manufacturer to customer warranty service is available. These products include notebook, laptops, all-in-one PC, branded PC, printers, scanners, networking products, monitors and other retail products. Please check the manufacturer’s warranty terms and conditions for the specific details.
  3. 14. Any product sold by CPL Online is meant to be professionally installed; improper installation and resulting damage is NOT covered under warranty.
  4. 15. To return a faulty product purchased online, please login to your account and click on the relevant order number and then click the "Request RMA" button to lodge a claim. You will then be issued with a Return Authorization (RA) number. Please clearly print your RA number on the outside of the package when returning it to us. Include with the product a copy or scan or your proof of purchase. Failure to display the RA number (unless otherwise instructed) or proof of purchase will mean that your return will NOT be accepted until all documentation is provided.