Store Policies

By purchasing from our store, you, the “customer” – or equivalently the “buyer” (or “receiver” as far as fulfilment is concerned) – acknowledge, agree and consent to the entirety of the following text:

Product warranties:

Products are warranted against defects.  (Contact the store for more information if you believe you have a defective product.)

Vendor supplied warranties are generally return-to-base, although there are some circumstances where warranty may be provided on an on-site or pick-up-and-return basis.  However, this is dependent on the vendor and offered from the vendor direct.  In cases where return-to-base warranty applies, customer is responsible for return shipping of the faulty products.

A special note for graphics cards buyers: please be aware that the use of graphics cards for bitcoin-mining purposes may have negative implications for their warranty coverage. If this concerns you, please consult the manufacturer(s).

Business Alias

The customer recognises that Kalugi may be referred to in some records as “Silicon Harvest” or “Ashen Glow Gaming Store”, which serve as business name aliases.

Fraud and provision of customer information

Customers agree to provide factually true and accurate information to the store for the purposes of fulfilling the order.  Falsified details will be treated as fraud and may be reported to payment providers or the police.  We report all chargeback fraud to the police and may enlist anti-cybercrime firms to investigate such criminal activities.

Reachability/contactability and the proactiveness of the buyer in fulfilment of the order

The buyer agrees that if the store or any of its fulfilment partners are unable to reach the buyer by the contact details provided by the customer at the time of purchase, then this shall be treated as a case of refusal by the buyer to receive goods and buyer abandonment of goods.  Under these circumstances, the buyer is at fault and will and cannot make many any claim to non-delivery.  It is the buyer’s responsibility to be reachable and proactive in contacting the store in a timely manner (that is, no later than 2 weeks from the dispatch date – or, if available, the ETA (estimated time of arrival) – of the goods as indicated by tracking) should any delivery complications arise.  The store cannot resolve issues which are not referred to the store by the customer in a timely manner.  Repeat evasiveness by the customer towards the store or customer obstruction of fulfilment efforts by the store – either willfully or by negligence – will result in goods and associated payments being forfeit by the customer.

The customer is responsible for whitelisting the store’s email addresses of the domains kalugi.com.au or siliconharvest.com.au. The customer accepts responsibility for failures of communication due to the store not being able to reach the customer because of spam filters acting on the customer’s email inbox. If any such communication failure creates complications in the fulfilment of the order, the customer remains liable for any and all transaction fees and fulfilment and recovery costs relating to the ordered goods.

No refund policy: the customer accepts that the store will not offer refunds except where legally required

The store is unable to offer refunds for change of mind or buyer error.  The onus of making the correct product selections falls to the customer.  The customer is responsible for doing their own research with regards to their product selections, which includes but is not limited to ensuring hardware compatibility before committing to a purchase.

No refund policy exceptions

If, in the unlikely event that a product can be shown to be defective, then of course, we will happily replace, repair or refund it, in accordance with the supplier/vendor’s warranty provisions.

Likewise, if stock is unavailable contrary to front end indications – this can happen due to latency in the inventory reporting system – then we will refund you with our full apologies.

The store reserves all rights to cancel any purchase

The store may cancel and refund a purchase for any reason it deems legitimate.  This includes – but is not limited to – pricing errors.

Authorization to Leave (ATL)

We strongly advise against ATL, although we do understand the need for and accommodate ATL at our discretion.  Where an ATL arrangement is opted into by the customer either in the notes section of the order form or by communication otherwise with store staff, the customer accepts full responsibility for any delivery mishaps or stolen goods.  The customer agrees to waive all liabilities on the part of the store for any theft or missing goods as a result of the store obliging your ATL request.

Group buy terms and conditions:

  • Currently, the only methods of payment accepted for group buy payments are electronic bank transfer or PayPal.
  • Although we make every effort to progress the group buy when the target number sales is met, the store reserves the right to cancel the group buy.  In the event of cancellation, each customer will be issued a full refund.
  • The store may at its discretion extend the deadline attached to any group buy offers.  If this happens, customers will be informed of the deadline extension and given a limited time to withdraw from the deal should they wish.

Images are for illustrative purposes and only may not be exact

Due to the variations in makes, etc., it is not always possible to obtain exact images of our products. Whilst customers can rest assured that we do our best to make accurate representations, images may differ in respects from the actual product. We reserve the right for some creative license – we sometimes use dramatised images, which are Photoshopped for dramatic effect. We also edit certain images for image quality assurance purposes. JPG to PNG image conversions may also involve editing to obtain a transparent background, to meet website standards for consistency of presentation.

Lay-by

For lay-by purposes, all the following terms are binding.  Placing any order on lay-by will be taken to imply your commitment to the terms.  Pleas to ignorance will not be considered.

Security of the goods

Goods are held in your name only after your initial down payment is received.  However, security of the goods will not be guaranteed until the store has had the chance to act on your down payment to secure the goods.

Failure to pay on time

If you anticipate failing to make a payment on time and require more time, please contact the store for special consideration.  In the event that no agreement is reached, it will be considered that you have defaulted on your lay-by and you have forfeited any down-payments, fees and instalments paid to date on the goods in question.

Stock availability

The presentation of stock as available is only provisional and non-absolutely indicative.

Debt Recovery liabilities

By ordering or purchasing from our store, the customer agrees to be liable for the costs of debt recovery in the event that they enter into debt with the store over unpaid goods.  Further, it is agreed that the customer’s liability for debt recovery costs incurred by the store extends to invalid warranty claims.

Technical support

For products other than those assembled by us, we do not provide technical support.  Instead, it is expected you contact the brand-authoritative technical support hotlines.  Below is a non-exhaustive list of hotlines you can reach out to for technical support.  This information is provided as a courtesy only, and the table will be populated over time.  In most cases, you are expected to find your own way around Google and the Internet.

Product Brand Technical Support hotline Website
Canon Australia Call 13 13 83 https://www.canon.com.au/support
MYOB Call 1300 555 123 https://www.myob.com/au/contact-us
HP The technical support number may only be revealed on technical support pages after the customer has entered a valid product serial number. https://support.hp.com/au-en/contact-hp

Import Taxes/Duties/Levies/Tariffs or Customs Fees

International customers accept that they will be responsible for any import taxes/duties/levies/tariffs or customs fees charged in the destination country.

Failing to pay customs fees, the customer is considered to have violated the terms of purchase and accepts financial liability for any losses and expenses incurred by the store as a result. Under circumstances of failing to pay for customs fees, the customer agrees not to hold the store at fault for non-delivery, and forfeits any claim to the goods as well as their original payment concerning the goods.

Note that in some cases goods may be destroyed buy Customs due to a lack of receiver contactability, responsiveness or proactiveness in meeting their customs fees obligations. The buyer is liable any losses and expenses incurred by the store in such circumstances.

The buyer agrees that their failure to pay any applicable customs fees amounts to refusal to receive and abandonment of goods, and in such situations relinquishes any claim to non-delivery.

Not being contactable by Customs officials or not being aware of Customs obligations or protocols do not constitute a valid excuse for non-payment of Customs fees and likewise amounts to forfeiture of payment and goods, under the assumption of abandonment and breach of sales contract. It is the buyer’s responsibility to be proactive and diligent with respect to any Customs fee obligations.

Unavailability for delivery

If the receiving household or business represented in the shipping address is unavailable for the purposes of delivery, and subsequently makes no timely successful effort to co-ordinate re-delivery with the courier, they will have forfeited the goods and effectively refused delivery.  In doing so, the customer exclusively accepts the fault for non-delivery and will have forfeited any claim to the goods and reimbursement for the goods.  A timely effort is simply defined as one that is sufficiently soon that the courier is still able to help the situation.

Insurance

If constomers forgo any insurance options, they accept responsibility for any lost or damaged goods and forfeit any claims to compensation from the store.

Anti-fraud checks against customer information and the forfeit of transaction fees when the outcome is a cancelled order

You – the customer – accept that we will perform internal anti-fraud checks, and you consent to, and will respect the outcome of such anti-fraud checks. In the event of the customer failing these anti-fraud checks, we may cancel and refund goods and shipping costs associated with the order. In this event, the store will retain any transaction fees to cover the costs of the transaction.

Stock origins

Whilst most of our stock is Australian and that is what is intended in spirit by the claim that we trade in Australian stock – there may be circumstances which require the sourcing of stock from abroad.

All store users must, by virtue of using the store, understand and accept all the above terms.