RETURN POLICY

QNAP AU ecommerce store
Last updated May 30, 2026

Thank you for your purchase. We hope you are happy with your purchase. However, if your product is faulty, damaged, dead on arrival (DOA), or otherwise not operating as expected, please see below for more information on our return policy. QNAP Australia does not currently accept returns for change of mind.

Nothing in this Return Policy excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.

AUSTRALIAN CONSUMER LAW (ACL) GUARANTEES

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. These consumer guarantees apply in addition to any express or voluntary warranty offered by QNAP. Any QNAP warranty provides benefits in addition to your rights and remedies under the Australian Consumer Law and does not exclude, restrict or replace them.

If a product is returned to QNAP Australia because it is alleged to be faulty, damaged, dead on arrival (DOA), or otherwise not operating as expected, QNAP may inspect and assess the product to verify the reported issue and determine the appropriate remedy under the Australian Consumer Law, any applicable QNAP warranty, and any other applicable law.

If the product has a major failure under the Australian Consumer Law, you are entitled to choose a refund or a replacement. If the failure does not amount to a major failure, QNAP may repair the product, replace it, or provide a refund, as permitted by the Australian Consumer Law.

For goods that are not of a kind ordinarily acquired for personal, domestic or household use or consumption, QNAP Australia's liability for a failure to comply with a guarantee under the Australian Consumer Law is limited, to the extent permitted by law, to one or more of the following remedies at QNAP Australia's option: replacement of the goods, repair of the goods, payment of the cost of replacing the goods, or payment of the cost of having the goods repaired.

RETURNS

If you believe your product is faulty, damaged, dead on arrival (DOA, meaning non-functional on delivery or upon first use, as confirmed by QNAP Technical Support), or otherwise not operating as expected, please submit a support ticket through QNAP Support at https://service.qnap.com/en-au/home. QNAP Technical Support will review the issue and determine whether it can be resolved remotely or whether a return merchandise authorisation (RMA) is required. If the product is returned for assessment, QNAP will inspect the product and determine the appropriate remedy in accordance with the Australian Consumer Law and any applicable QNAP warranty. Where the product is confirmed to have a major failure under the Australian Consumer Law, you will be entitled to the remedies available under the Australian Consumer Law, including your right to choose a refund or replacement where applicable.

RETURN PROCESS

For item returns, head over to the 'Home' page and submit a support request for the items you intend to send back. QNAP Technical Support will review the request and determine whether an RMA is required. If an RMA is required, QNAP will provide return instructions and, where applicable, a return label. Once you receive the return instructions, follow the instructions in the relevant email from QNAP designated logistics provider (currently TNT) to arrange collection or deliver the goods to the relevant drop-off point.

REFUNDS

We will notify you after we receive and inspect your returned products. If a refund is required under the Australian Consumer Law or otherwise approved by QNAP, please allow at least seven days from the receipt of your item to process your return.

Please note, return shipping arrangements and costs will depend on the nature of the issue and your rights under the Australian Consumer Law or any applicable QNAP warranty. In some cases, you may be asked to arrange and pay for shipping the product to QNAP or QNAP's designated service location in the first instance. However, if the product is assessed and confirmed to have a defect covered by the Australian Consumer Law or an applicable QNAP warranty, QNAP will reimburse or refund reasonable return shipping costs to the extent required by law or under that warranty. If the product is returned and QNAP determines that no fault is found, that the product is not faulty, or that any defect or damage was caused by abnormal use, misuse, accidental damage, unauthorised modification, use of non-QNAP parts, failure to follow installation or operating instructions, or another excluded cause, the consumer guarantees under the Australian Consumer Law may not apply to that issue. In those circumstances, and to the extent permitted by law, you may be responsible for reasonable assessment fees, handling fees, return shipping, re-delivery costs, and any applicable restocking or reinspection charges.

To the extent permitted by law, a customer may lose any right to reject goods and seek a refund or replacement if the goods are not rejected within a reasonable period, if the goods have been lost, destroyed or disposed of by the customer, or if the goods have been damaged after delivery for reasons unrelated to their original condition. This may include damage resulting from unauthorised disassembly, modification, improper storage, environmental factors, or other conduct or events occurring after supply.

EXCEPTIONS

For defective or damaged products, contact our Customer Service (please refer to the page for contact information). Any remedy available under an express QNAP warranty is provided in addition to, and does not replace or limit, any rights or remedies you may have under the Australian Consumer Law. Nothing in this Return Policy is intended to exclude, restrict or modify any non-excludable rights or remedies available under the Australian Consumer Law.

QUESTIONS

If you have any questions concerning our return policy, please contact us at: austore@qnap.com.