Warranty, Returns & Refund Policy

This policy explains BYB Computers’ warranty, returns and support process for custom and prebuilt PC systems purchased directly from us. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

To help customers understand our warranty process clearly, most warranty or support requests follow these steps:

1. Complete the diagnostic form
   
   Please complete our after-sales diagnostic form so our team can understand the issue. https://bybcomputers.com.au/pages/after-sales-service-form-english
   
2. Initial remote troubleshooting
   
   Our team may provide basic troubleshooting by phone, email or message.
   
3. Return to our workshop if required
   
   If the issue cannot be resolved remotely, the customer will need to bring or ship the PC back to BYB Computers for inspection and testing.
   
4. Workshop diagnosis and warranty assessment
   
   We will test the PC, check the issue and assess the appropriate next steps.
   
5. Repair, replacement or supplier/manufacturer process where applicable
   
   Depending on the issue, we may repair the system, replace eligible parts, or assist with supplier/manufacturer warranty assessment.
   
6. Return to customer
   
   Once the warranty assessment and required service work are completed, BYB Computers will arrange the return shipping or delivery back to the customer.

BYB Computers warranty service is generally provided on a Return to Base basis.

If an issue cannot be resolved through basic troubleshooting by phone, email or message, the customer is responsible for returning the PC to BYB Computers for inspection and testing. This means the customer may either bring the PC back to our workshop or arrange suitable shipping to us.

Once the warranty assessment and any required repair or service work have been completed, BYB Computers will cover the return shipping or delivery of the PC back to the customer.

In simple terms, the customer is responsible for the journey to BYB Computers, and BYB Computers is responsible for the return journey back to the customer after the warranty service is completed.

BYB Computers provides a 2-year warranty on our computer systems from the original date of purchase.

Our warranty covers eligible hardware defects and build-related faults, subject to inspection, testing and warranty assessment.

This may include:

• eligible hardware component faults;
  
• faults caused by assembly or workmanship;
  
• build-related issues caused by incorrect installation or connection;
  
• system instability caused by a hardware fault;
  
• faulty parts confirmed through testing;
  
• warranty support for eligible components supplied as part of the BYB Computers system.
  

During the warranty period, BYB Computers will assist with eligible warranty issues by arranging repair, replacement, supplier assessment, manufacturer warranty support or another suitable remedy, depending on the issue and applicable consumer law.

Replacement parts may not always be identical to the original part, but where a replacement is provided, it will be of equivalent or suitable specification where reasonably possible.

Our warranty does not cover issues caused by:

• accidental damage, drops, impact or physical breakage;
  
• liquid damage, water spills or moisture damage;
  
• misuse, abuse, neglect or improper maintenance;
  
• unauthorised repairs, modifications or disassembly;
  
• unauthorised overclocking, BIOS modification or hardware tuning;
  
• mining, crypto-mining or similar continuous high-load commercial use;
  
• power surge, unstable power supply or improper electrical setup;
  
• customer-installed parts or third-party technician work;
  
• damage caused by poor packaging during return transport;
  
• data loss, data recovery or software recovery;
  
• normal wear and tear;
  
• issues caused by third-party software, games, Windows updates, driver updates, anti-cheat systems, game servers or external devices.
  

Storage drives such as SSDs or HDDs may be covered if the drive itself has a warranty fault, but BYB Computers is not responsible for data loss, data recovery or reinstalling customer files. Customers should regularly back up their important data.

Customers must keep the original PC box and packaging materials in a safe place after receiving their system.

If the PC needs to be returned to BYB Computers for warranty assessment, the original packaging is usually the safest way to protect the system during transport.

If the original box or packaging has been lost, the customer is responsible for arranging suitable replacement packaging and any related packaging costs.

BYB Computers is not responsible for damage caused by poor, unsafe or inadequate packaging during return transport.

Some PC issues may only appear after extended use, high load, certain games, or specific Windows, driver or software conditions. BYB Computers may need time to replicate the issue in our workshop before identifying the likely cause.

If the issue cannot be replicated during initial testing, further checks may be required. For this reason, some warranty assessments or repairs may take one week or longer, depending on the issue, testing requirements, parts availability, and supplier or manufacturer response times.

Some components, including graphics cards, motherboards, power supplies, CPUs, memory and storage drives, may need to follow the supplier or manufacturer warranty process.

This may involve further testing, repair assessment, RMA, supplier approval or manufacturer confirmation.

A suspected faulty part may not always be replaced immediately with a brand-new part on the spot. The final solution will depend on the testing result, component condition, supplier policy, manufacturer warranty process and applicable consumer law.

BYB Computers can provide basic technical support for common software, driver, Windows and game-related issues.

However, some issues may be caused by third-party software, Windows updates, game bugs, driver bugs, anti-cheat systems, game servers, software conflicts or settings controlled by the software developer.

Where the issue is caused by a game, Windows, driver update or third-party software, BYB Computers may suggest basic troubleshooting steps. However, we may not be able to fully fix the issue if it requires a software patch, game update, driver update or action from the software developer.

In those cases, customers may need to wait for updates from Microsoft, the game developer, software provider or hardware driver provider.

Custom PC orders are prepared specifically for each customer based on the selected components, specifications, budget and performance requirements.

Customers are responsible for carefully reviewing the product details, specifications, compatibility, performance expectations and suitability before placing an order. If you are unsure whether a system is suitable for your needs, please contact BYB Computers before placing your order.

Once an order is confirmed, BYB Computers may begin allocating stock, ordering components, preparing the build, assembling the system and testing the PC. For this reason, BYB Computers does not accept change-of-mind cancellations, refunds or returns for custom PC orders.

Many PC components cannot be returned to suppliers or manufacturers simply because a customer has changed their mind, unless there is a valid fault or warranty issue.

This does not affect any rights you may have under Australian Consumer Law, including rights relating to faulty products or consumer guarantees.

Before contacting us or returning your PC, please complete our after-sales diagnostic form:

https://bybcomputers.com.au/pages/after-sales-service-form-english

This helps our team understand the issue more quickly and provide a more suitable solution.

The more complete the information is, the faster we can understand the possible cause and guide the next steps.

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

You may be entitled to a repair, replacement or refund where a product or service does not meet the consumer guarantees under Australian Consumer Law.

Nothing in this policy is intended to limit, exclude or modify any rights you may have under Australian Consumer Law.

For warranty, return or after-sales support, please contact BYB Computers:

Email: byb.concepts@hotmail.com

Phone: 0434 694 611

Address: 1/6 Kulgoa Ave, Ryde NSW 2112, Australia