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PassMark's Refund Policy

Last updated: 28 Mar 2012

Refund Policy

All of our software products have trial versions. We urge customers to download and test the software on their computers before purchasing the Licence Key required to unlock the full version.

Software licenses

Because all of our software products are available as trial versions and therefore an opportunity exists to test the product before purchase, refunds for software products will only be granted within 90 days of purchase if:

  1. The software product appears to be defective or is not fit for its stated purpose (as described on the PassMark website) and;
  2. This fault was not detectable in the trial version of the software, and;
  3. You have contacted us (by email to Click to send mail (JavaScript required) ) within 7 days of finding the fault and provided a full description of the problem and details of your computer (e.g. OS, processor, RAM, etc), and;
  4. Our technical support department has been unable to provide a fix or work-around within 14 days of you contacting us.

Generally refunds will not be offered to customers who have 'changed their minds' or made a 'mistake' when ordering software, as items are confirmed before the final purchase is made on the website. Exception will be made for inadvertent 'double orders'.

Hardware items

Any return for a refund may be subject to a 15% restocking fee. A refund or replacement will be made for any hardware product within 180 days of purchase if:

  1. You purchased the product from us.
  2. The hardware product appears to be defective or is not fit for its stated purpose (as described on the PassMark website) and;
  3. You have contacted us (by email to help@passmark.com) within 7 days of finding the fault and provided a full description of the problem and details of your computer (e.g. OS, processor, RAM, etc), and;
  4. Our technical support department has been unable to provide a fix or work-around within 14 days of you contacting us.
  5. The hardware has not been physically or electrically abused. (e.g. dropped, hit by lighting, etc..)

The 15% re-stocking fee may be waived for the following reasons:

  1. Carrier damage
  2. Defective product
  3. Product does not match advertising
  4. Received incorrect product
  5. Product was an extra item not ordered

Note 1: Any return that is misrepresented as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.

Note 2: Shipping fees are not refunded. Replacements for defective products will be shipped for free.

Process for Requesting a Refund or Replacement

  1. An email should be sent to Click to send mail (JavaScript required). This email should contain the following information:
    1. The order number.
    2. The reason why you are seeking a refund or replacement.
    3. Details of any technical correspondence you may have had with us.
    4. A signed statement that you will uninstall the software and remove it from your computer
      (this can be faxed to us at +612 9690 0445).
  2. We will process the request and contact you within 5 working days.
  3. If it is a software product and the request for a refund is approved, then a credit will be made to your credit card for the purchase amount of the software within 5 working days.
  4. If it is a hardware product we will contact you within 5 working days with a Return Authority so that the product can be returned to us for testing.
    1. If the product is returned to us and found to be without any fault then all costs associated with its return and/or supply of replacement product will be charged back to you.
    2. If the product is found to be faulty then it will be our discretion whether to provide a refund or to replace the items and we will contact you with our determination within 5 days of receiving returned goods.
  5. PLEASE NOTE: DO NOT SEND HARDWARE BACK TO US WITHOUT A RETURN AUTHORITY!

 

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