Customer Care Information
Contact sales or customer services
To contact sales or customer service, email au-info@expansys.com or call +61 3 8415 0848 11am-7pm Mon-Fri.NZST. Our fax number is +61 3 8415 1164. Note that we are in Melbourne, Australia.
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.
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 +6449747200.
Note that if your package has been delivered to the address nominated by you, and has been signed for, then our responsibility has been completed.
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 +6449747200. 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.
Returning faulty or damaged goods
If your goods arrive faulty or develop a fault within the first 14 days, you can return them to eXpansys for repair or replacement.
If goods supplied are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy. 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).
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 cases. 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.
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 - this enables you to directly communicate with the repairer.
Items such as cases, covers, cables and mobile mounting brackets 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 for a Return Authorisation number; once the number has been obtained, parcel the item securely, including all manuals, accessories (including power adapter/converter where supplied) and original packaging.
Include a short note detailing your original order reference, Return Authorisation number, contact details and a description of the fault. Mail the package to us at the address we provided on your Return Authorisation notification email.
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 then it will be returned to the customer at cost for freight.
If the returned item has been discontinued, eXpansys reserves the right to replace it with one of equal value and similar functionality.
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 requirements of the New Zealand Ministry of Consumer Affairs.
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 | 00-800-7666-7666 | appleinfo@renaissance.co.nz | Apple Computer NZ customer service |
| ASUS | 1300 2787 88 | www.asus.com.au | ASUS Mobile PDA support Australia |
| Belkin | 0800 BELKIN (235546) | Belkin New Zealand support | |
| Blueant | 0800 443 122 | Blueant New Zealand support | |
| Canon | 13 13 83 | Canon Australia Helpline | |
| Compaq / HP Australia | 13 10 47 | Warranty support - Australia | |
| D-Link | 0800 900 900 | support@dlink.com.au | D-Link NZ Technical 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 NZ | 0800 449 553 | Warranty support - New Zealand | |
| IBM | 131 426 | askibm@au1.ibm.com | Technical support: Australia |
| iMate | 0800 447 805 | New Zealand Repair & Service Centre (Auckland) | |
| Jabra | 0800-447-982 (12:00 – 21:00) | Jabra NZ 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 | |
| Logitech | 09 476 4620 | Logitech New Zealand 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 | 0800 665 421 | Nokia Support - New Zealand | |
| O2 | 1800 008 486 | www.myxda.com | XDA Australian Warranty Support Line |
| O2 | 07 5438 3838 | www.mpsqld.com or www.myxda.com | XDA Australian Service Centre |
| Olympia (DualPhone) | 02-9698-9000 Ext 3 | Integrated Wireless Australia Warranty Service | |
| Olympus | 1300 659 678 | camera.repairs@olympusimaging.com.au | Olympus Australia Camera Repairs & Service |
| PalmOne Australia | 1 800 350 535 | ||
| Parrot | +33 48 03 60 69 | hot-line@parrot.fr | 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 | |
| Samsung | 1300 362 603 | Australian Service | |
| 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 | |
| If the manufacturer is not listed please email au-returns@expansys.com or call +61 3 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 - minimum $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. This does not affect your statutory rights.
To return goods to eXpansys, email us for a Return Authorisation number; we will reply as soon as possible with an Authorisation number and return instructions.
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 +61 3 98415 0848.
