Customer Care Information
Below are a list of frequently required customer service requests - if you require something not on the list or would like to discuss an issue in person, please call us on 03 8415 0848 (or from NZ +61 3 8415 0848) or email au-info@expansys.com.Contact sales or customer services
To contact sales or customer service, email au-info@expansys.com or call 03 8415 0848 9am-5pm Mon-Fri. AEST. Our fax number is 03 8415 1164. Note that we are not able to provide sales or technical advice to customers who visit our office in person.
Contact technical support
Free online technical support is available to all eXpansys customers 24/7 - find your product on the site and click "Support Forums", or visit our Support Homepage.
Collect an order
We do not have a showroom, and do not offer walk-n sales, but we welcome customers who wish to collect orders between 9:30am and 4:00pm on weekdays. Just choose "Collection" as your delivery method when entering your order details, and the delivery fee will be removed. You will receive an email from us when your order is ready for collection. Collect from our office reception at 89 Rokeby Street, Collingwood, Victoria 3066, Australia. We may ask you for proof of identity (usually your credit card and an acceptable form of picture ID) when collecting your goods
Report a late delivery
If you have received a shipping confirmation email and the package has not arrived when you expected, please contact au-info@expansys.com, or alternatively call 03 8415 0848. If you report a late delivery more than a week after the delivery was expected, we will still try but cannot guarantee tracking.
Note that if your package has been delivered to the address nominated by you then our responsibility has been completed. We cannot be responsible if an item goes missing due to changes in delivery instructions after the item has been shipped.
Report a delivery discrepancy or damaged delivery
To report a delivery that has been damaged in transit, or if components appear to be missing, please immediately contact au-info@expansys.com, or alternatively call 03 8415 0848. Claims for damaged or missing items may not be valid if raised more than 24 hours after delivery. If a delivery appears to be damaged upon arrival please record this with the courier when signing for your package.
Cancel an order
To cancel your order please send an email quoting your order reference and the words "Order Cancellation" in the subject heading, and including in the email your reason for cancelling, to au-sales@expansys.com. You should receive an emailed cancellation notification within 24 hours; if you do not receive one please check with us in case your cancellation request has not been received or actioned. Please note that orders cannot be cancelled after dispatch or awaiting collection - in these cases we would need to treat it as a no-fault return.
Warranties; returning faulty or damaged goods
Standard manufacturer warranty applies to all items. This is most often 12 months but can vary from 3 months to 3 years depending on the manufacturer. Batteries carry 3 months manufacturer warranty in most instances. Some manufacturers offer a "Lifetime Guarantee" or similar on their products - these guarantees are offered by the manufacturer not by eXpansys so claims need to be addressed directly to the manufacturer.
If your goods arrive faulty or develop a fault within the first 14 days, you can return them to eXpansys for repair or replacement.
After 14 days products covered under warranty should normally be returned to the manufacturer for repair or replacement, or to us if the manufacturer is not available (return authorisation required).
Mobile phones that fail within the first 14 days after purchase will be replaced by the manufacturer if the customer contacts the manufacturer directly; replacements will not normally be provided by the manufacturer outside the 14 day period (thereafter repair only at manufacturer's discretion). To save time, faulty mobile phones should if possible always be returned to the nearest service centre as listed below - this enables you to directly communicate with the repairer.
Items such as cases, covers, cables and mobile mounting devices are warranted against defects in workmanship and quality, but damage caused by stress, force or extended use (particularly to belt clips or fastenings) is not covered, nor is normal wear-and-tear.
To return goods to eXpansys, email us requesting a return; we will email back a Return Authorisation number if applicable, and instructions for how to return.
If any goods are returned in an incomplete manner, eXpansys at its discretion can either reject the returned item as incomplete and return the goods at the customers expense, or eXpansys can charge the customer a sum equivalent to the replacement cost of the missing item - this can include small items such as manuals, cables, batteries, styli, etc. If we cannot replace the missing items (e.g. replacement hard copy manuals are usually impossible to replace) then eXpansys will charge the customer a fee to compensate eXpansys for the written down value of the incomplete stock.
Any returns that are received without a Return Authorisation number will not be accepted. Please do not send items direct to us without this number as we are just not able to accept them. If a returned item is found to have no fault, or has not had a Return Authorisation number issued, then it will be returned to the customer with a charge for freight.
If the returned item has been discontinued, eXpansys reserves the right to replace it with one of equal value and similar functionality. Warranty rights are not transferrable if the item is re-sold by the customer to another party.
Unless otherwise specified, the benefits conferred by warranties set out herein are additional to all other conditions, warranties, guarantees, rights and remedies expressed or implied by the Trade Practices Act and the Fair Trading Act (Vic) 1999.
A full copy of our returns policy can be obtained from us on request by emailing au-info@expansys.com.
| Manufacturer | Telephone | Email/Web | Notes |
| 3Com | 1800 678 515 | Support Australia/New Zealand | |
| Acer | 1300 362 328 | Support and Warranty Australia | |
| Apple | 1300 321 456 | support@apple.com.au | Apple Computer Australia AppleCare |
| ASUS | 1300 2787 88 | www.asus.com.au | ASUS Mobile PDA support Australia |
| Belkin | 1800 BELKIN (235546) | supportau@belkin.com | Belkin Australia support |
| Blueant | 1300 669 049 | Blueant Australia support | |
| Canon | 13 13 83 | Canon Australia Helpline | |
| Casio | 1300 728 606 | casioinfo@hagemeyer.com.au | Casio Australia service |
| CoPilot | 03 5831 7973 (VIC/NSW) 08 8122 1235 (SA) 08 6260 1242 (WA) 07 3107 1523 (QLD) 02 6101 8363 (ACT) 03 6200 3316 (TAS) |
support@travroute.com.au | Australian support |
| D-Link | 1300 766 868 | support@dlink.com.au | D-Link Australia Technical Support |
| Dopod | 1300 769 669 | Dopod Australia Customer Care | |
| E-TEN | 1300 799 968 | E-TEN Australia Customer Support | |
| Ericsson | 1300 650 050 | Ericsson Australia Customer Care | |
| Epson | 1300 361 054 | Epson Australia support | |
| Fujifilm | 1800 226 355 | digital@fujifilm.com.au | Fujifilm Australia Digital Support |
| HP Australia | 13 10 47 | Warranty support - Australia | |
| HTC | 1300 769 669 | http://www.asia.htc.com/asia/index.html | HTC Australia Customer Care |
| IBM | 131 426 | askibm@au1.ibm.com | Technical support: Australia |
| iMate | 1300 850 513 or support.anz@imate.com | www.clubimate.com | Australian iMate Customer Care Centre (ie support) |
| iMate | 07 5438 3838 | www.mpsqld.com | Australian Repair & Service Centre |
| iMate | 1300 558 218 | Telstra Mobile Service | Repair & Service Centres |
| Jabra | 1-800-083-140 (10:00 – 19:00) | Jabra Australian phone support | |
| Konica Minolta | 1 300 364 178 | camrep@ph.konicaminolta.com.au | Konica Minolta Australia Camera Technical Support & Repairs |
| La Cie | http://www.lacie.com/au/support/ | La Cie Australia Technical Support | |
| Linksys | 1-800-605971 | anzsupport@linksys.com | Linksys Australia Technical Support |
| Logitech | 02 8850 1192 | Logitech Australia Technical Support | |
| Microsoft | 132 058 option 1 then 4 | Microsoft Australia support | |
| Mitac Mio | 03 8540 8937 | Support - Australia | |
| Motorola | 1300 138 823 | au.motorola.com/au/mobilephones/Support/Support.htm | Support - Australia |
| Motorola | 1-800 620 233 | Service - Australia | |
| Navman | 02 9879 9000 | support.aus@navman.com | Australian support |
| Netcomm | NSW/ACT (02) 9424-2059 VIC/TAS (03) 9012-3399 SA/NT (08) 8121-9001 QLD (07) 3102-8870 WA (08) 9467-8980 |
support@netcomm.com.au | Australian support |
| Netgear | 1 300 361 254 | www.netgear.com.au/support/webform.asp | Australian support |
| Nokia | 02 9891 5777 | NSW Service Centre | |
| Nokia | 07 3839 5100 | Queensland Service Centre | |
| Nokia | 08 8227 0499 | South Australia Service Centre | |
| Nokia | 03 6231 0633 | Tasmania Service Centre | |
| Nokia | 03 9663 5933 | Victoria Service Centre | |
| Nokia | 08 9325 1666 | Western Australia Service Centre | |
| Nokia | 1300 366 733 | Technical Support - Australia | |
| O2 | 1800 008 486 | www.myxda.com | O2 Australian Warranty Support Line |
| O2 | 07 5438 3838 | www.mpsqld.com | O2 Australian Service Centre |
| Olympus | 1300 659 678 | camera.repairs@olympusimaging.com.au | Olympus Australia Camera Repairs & Service |
| Palm Australia | 1 800 350 535 | Palm Support and Warranty | |
| Parrot | +33 48 03 60 69 | www.parrot.biz | Support (in France) |
| Pentax | 03 9823 1555 | www.crkennedy.com.au | Australia Pentax Service |
| Plantronics | 0011-800-5444 6600 | ic.headsets@siemens.com.au | Optus and Telstra Customers Toll Free Support |
| Plantronics | 1800 078 036 | Service and Repairs | |
| Route66 | 02 97037 2970 | route66-aus@66.com | Route66 support (11am to 8pm AEST) |
| RTX | 03 9677 8975 | support@iwdistribution.com.au | Integrated Wireless Australia Warranty Service |
| Samsung | 1300 362 603 | Australian Service | |
| Sandisk | 1800 793 652 | Australia Tech Support | |
| SMC | 1-300-303-762 | support_aust@smc-asia.com | Australia Support |
| Socket | 001 510 744 2720 | techsupport@socketcom.com | |
| Sony | 1300 137669 | Sony Australia support | |
| SonyEricsson | 1300 650 050 | SonyEricsson Australia Customer Care | |
| TomTom | 1300 135 604 | TomTom Australian Support Line | |
| If the manufacturer is not listed please email au-returns@expansys.com or call 03 8415 0848 | |||
Returning unwanted / not faulty goods
We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. However any item (excepting computers, PDA's, digital cameras, mobile phones, and quantity/special order/clearance/discontinued items) may be returned for any reason within 14 days of the date of despatch so long as it remains in as-new saleable condition (this means in a condition that you would be happy to accept if you had ordered it, including the packaging). You need to email us first to get a Return Authorisation number. Reasons for return under this category include change of mind and incompatible product ordered by mistake. We will refund the current price of the item (except delivery costs and a 10% restocking administration fee - miniumum $10) to the purchaser, as long as the condition is acceptable. The restocking fee may be up to 50% if the item and its packaging is not in absolutely as-new condition.
Please note that, with the exception of faulty merchandise, we cannot accept software or goods containing software where the seal has been broken. We also do not accept non-faulty returns on items purchased as quantity > 1 and/or special order items, or on "firm sale" conditions or where you purchased despite our adverse recommendation. This does not affect your statutory rights.
To return goods to eXpansys, email us requesting a return; we will email back a Return Authorisation number if applicable, and instructions for how to return.
Request an invoice copy
To request a copy of an invoice, please email copyinvoice@expansys.com.
Make a complaint
If you are unhappy in any way about the service you have received you can complain direct by emailing complaint@expansys.com or call 03 98415 0848.
