Please note that purchases of electronic equipment including computers, peripherals and software are subject to restrictions imposed on resellers by manufacturers and governmental authorities that may be different from other purchases you make.
Damaged or short shipped items must be reported to firstname.lastname@example.org within 5 business days of confirmed delivery/pick-up of goods. Documentation may be required.
The products sold by Carbon Computing are subject to a manufacturer's warranty. Warranties and warranty service varies from manufacturer to manufacturer. Carbon Computing DOES NOT OFFER ANY SEPARATE OR ADDITIONAL WARRANTY OTHER THAN THE LIMITED, EXPRESS WARRANTY, IF ANY, OFFERED BY THE MANUFACTURER.
After purchase, if experiencing problems, you should contact the manufacturer first for the most expedient assistance as they are best equipped to troubleshoot and resolve your warranty issues.
In the case of a software package missing manuals or media, or containing damaged media please contact the software manufacturer directly.
New Apple computers include a one (1) year limited parts and labour warranty, “AppleCare”, and up to three (3) months of free technical support, 9AM to 9PM, EST - 7 days a week. During the warranty period, you may call 1-800-263-3394 to receive information about your warranty or repair service.
Extended AppleCare is available for purchase within the first 12 months of ownership of new Apple computers. This extended AppleCare will add additional coverage to your new Apple computer and select Apple accessories for up to an additional two (2) years. Extended AppleCare must be activated by the end user to be in effect. Please see the contents of your AppleCare package for details.
Carbon Computing is an Apple Authorized Service Provider. We can provide complete parts and labour warranty service or facilitate your warranty service with Apple. Some items, by Apple Canada’s policies, may require the customer return the entire unit directly to Apple. Unless covered by the AppleCare On-Site Protection Plan, all repairs are depot (in Carbon’s Service department) for both drop off and pick up. As an authorized service provider our agreement with Apple is for hardware repair only and includes no software or customer support whatsoever. Please be aware that software issues such as conflicts and compatibility, operating systems updates or re-installation, settings issues or other user established parameters are not covered under warranty. We can and do perform software related repair as a fee based service.
Please back up all software and/or files prior to bringing your machine to Carbon Computing. Carbon Computing is not responsible for data loss of any kind. Carbon Computing can backup and restore data as a fee based service.
CarbonCare - Carbon Computing’s limited Depot Parts and Labour Warranty:
All CarbonCare is performed in house as a depot warranty. It is the responsibility of the user to drop off and pick up from our service facility.
Used Equipment Warranty:
Carbon Computing will perform the warranty service, replace, repair or refund for store credit at its discretion, broken equipment under its used CarbonCare warranty. CarbonCare on used equipment is normally 90 days unless otherwise stated on the invoice. The warranty on As-Is, Clearance, Sale items may be less. CarbonCare on used items does not cover the following: Toners, Fuser Assemblies, Laptop Batteries, cosmetic damage, water damage, physical abuse or accidents.
DO NOT VOID YOUR WARRANTY! All above mentioned warranties, including CarbonCare are voided if any party performs an unauthorized repair prior to bringing in the product.
We will be pleased to exchange or offer store credit on most items within 7 days of purchase.
Returns on Unopened Goods:
If within seven (7) days of receipt of your purchase, you decide you no longer want the product, for any reason, you may return your unopened product in its original packaging with all original materials for store credit, merchandise exchange or refund.
Returns on Opened Goods:
If within seven (7) days of receipt of your purchase, you decide you no longer want the product, for any reason, you may return your opened product in its original packaging with all original materials for merchandise exchange, store credit or refund in the amount of the THEN CURRENT PRICE FOR THAT PRODUCT (or your original purchase price, whichever is lower) less a 10% restocking fee.
Any returns or refunds on printers will also be less the full retail value of any opened manufacturer branded ink, toner, media or specialty paper.
Returning Used Hardware:
Carbon Computing will provide a full in store credit on all used equipment returned within seven (7) days of the invoice date. Service charges may apply to the return of used equipment if the customer requires data transfer, removal of hardware, etc. or if there was a custom configuration at time of purchase.
Computer software may be returned in the original unopened package. Special order software may not be returned. There are no returns on open software.
There are no returns or refunds on the following: special orders, custom orders or configurations, services or training, open software, open in-ear headphones, media, ink, toner, batteries or other consumables, As-Is, Sale, EOL (End of Life), final sale or Clearance items.
Conditions & Limitations of Returns:
All returns must be brought to the sales or returns counter at Carbon Computing or shipped freight-prepaid and insured, accompanied by the original Carbon Computing receipt and any written RMA (returned merchandise authorization) required.
Shipping charges to return the product are your responsibility and any additional shipping will apply for substituted merchandise.
All items must be returned in the condition in which they were originally purchased; and must include all packaging, documentation, blank warranty cards, software, and any other accessory or add on which may have been included or bundled with the product.
Shipping to or from a customer, service, configuration or other charges associated with the sale are non-refundable.
Items without all original packaging and accessories, or unaccompanied by an original Carbon Computing invoice will not be returned or refunded. It is the customer's responsibility to retain their invoice.
Carbon Computing will only issue refunds to the individual or company named on the invoice and in the manner of the original payment (ie, refund to the credit card which was used to pay for the purchase). In the event that there is a conflict between the name on the invoice and the credit card that paid for the purchase, the refund will be made to the cardholder.
PLEASE BE AWARE THAT EQUIPMENT PRICES CHANGE FREQUENTLY AND WITHOUT PRIOR NOTICE. Any discrepancy in an item's price between the time of purchase and the time of return will be resolved at the lowest of the two prices.
DOA (“Dead on Arrival”) Products:
Apple Computers and Displays (new, current models only):
Within the first seven (7) days following the invoice date: Defective** Apple computers and displays will receive rush priority service at our service department to assess the problem. Carbon Computing will then make every effort to facilitate the fastest repair possible, or replace the entire unit where inventory levels allow. Rental units may also be made available at a discount.
**Subject to Apple Canada’s definitions of non-functioning on first use.
General Merchandise (new, currently produced goods):
If your product is non functioning* within the first seven (7) days of the invoice date, Carbon Computing will replace DOA product as a depot exchange subject to availability of this product in its inventory. Shipping charges are the responsibility of the customer. Carbon Computing may direct the customer to the manufacturer per the manufacturer’s DOA/Repair/Replacement policies.
*Subject to the manufacturer’s definitions of non-functioning on first use.
All DOA exchanges must be returned to the sales or returns counter at Carbon Computing or shipped freight-prepaid and insured, accompanied by the original Carbon Computing receipt and any written RMA (returned merchandise authorization) required.
Shipping charges to return the product are your responsibility and any additional shipping will apply for substituted merchandise.
Some manufacturers require that DOA merchandise be returned directly to them and may pay for part or all of the shipping charges involved to and/or from their depot.
Carbon Computing products and pricing are subject to change at any time without notice. Carbon Computing strives to be competitive within its market and will try to match or beat documented prices listed elsewhere for products in stock at an Authorized Canadian Reseller at its discretion prior to purchase. However, due to the nature of the computer marketplace, we cannot offer price protection of any kind.
Limited and express warranties made by manufacturers, if any, are included in the documentation accompanying product purchases. Graphics and other descriptions of products have been provided by manufacturers, and Carbon Computing makes no representation as to their accuracy or completeness. Colours and features may vary. CARBON COMPUTING MAKES NO WARRANTY AS TO GOODS OR SERVICES OTHER THAN AS MAY BE PROVIDED BY THE MANUFACTURER. ALL OTHER WARRANTIES OF ANY NATURE, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY DISCLAIMED.
IN NO EVENT SHALL CARBON COMPUTING BE LIABLE FOR ANY SPECIAL, CONSEQUENTIAL, IN DIRECT, EXEMPLARY OR PUNITIVE DAMAGES WHATSOEVER, INCLUDING BUT NOT LIMITED TO LOST REVENUE OR PROFITS, LOSS OF BUSINESS OR LOSS OF BUSINESS OPPORTUNITY, WHETHER OR NOT CARBON COMPUTING HAS BEEN ADVISED OF THE POSSIBLITY OF SUCH DAMAGES. CARBON COMPUTING'S LIABILITY SHALL BE LIMITED TO REPAIR OR REPLACEMENT, IN THE SOLE DISCRETION OF CARBON COMPUTING, OF ANY PRODUCT. CUSTOMER AGREES THAT IN NO EVENT SHALL LIABLITY OF CARBON COMPUTING EXCEED THE PURCHASE PRICE PAID BY CUSTOMER.
Customer agrees that this Agreement shall be governed and interpreted in accordance with Ontario law without regard to conflicts of laws. The parties agree that the Provincial or Federal courts of Ontario of competent jurisdiction shall have exclusive jurisdiction to resolve any claim or action arising out of or in connection with customer's purchase from Carbon Computing and this Agreement, and that all such actions shall be adjudicated in Toronto, Ontario. Customer consents to the personal jurisdiction of the courts of Ontario for such purpose, and agrees it will not contest venue as appropriate in Toronto, Ontario. The parties waive right to trial by jury. Carbon Computing shall be entitled to recover its reasonable attorneys' fees and costs of enforcement of this Agreement.
This Agreement represents the entire agreement between customer and Carbon Computing with respect to its subject matter, subject only to the credit agreement, if any, between customer and Carbon Computing and the invoice descriptions of goods, pricing and quantity. These terms are subject to change by Carbon Computing at any time without prior notice. In the event that any provision of this Agreement is found unenforceable, the remaining provisions shall not be affected and shall continue in full force and effect. No failure by Carbon Computing to exercise any remedy for breach shall operate as a waive of any other right or subsequent breach. Headings are for convenience only, and shall not affect the enforcement of any provision.
Repair time of three to five working days is standard, depending on parts availability. To ensure immediate attention from a Service Technician, a Queue Priority Fee of $75.00 is available. Regular labour rates are still applicable when an item is “Queue Priority.”
Warranty repair work may require a proof of purchase provided by the customer, unless the equipment was purchased from Carbon Computing. Warranty terms only apply to hardware issues. Software issues are NOT covered by warranty, as they are considered to be within the user’s control.
Any expense incurred by Carbon Computing in the facilitation of a service request not covered by warranty will be the customer’s responsibility, and will be billed accordingly. This includes, but is not limited to, shipping and handling costs.
The flat-rate labour rate for all non-warranty service issues is $99.00. This fee covers diagnostics as well as labour for the duration of the repair. Additional fees may apply. If there is any additional labour charge, this will be communicated prior to billing.
Should any software need to be reinstalled, Carbon Computing will do so upon request (and supply of media). Software installation and/or data backup and/or restoration is not included in the repair agreement.
Neither Carbon Computing nor its technicians will be held liable for equipment left over 30 days. All items left over 30 days will become the property of Carbon Computing and sold at market value to recuperate the cost incurred from the repair.
Carbon Computing cannot guarantee work performed on machines that have been damaged as a result of contact with liquid.
Carbon Computing technicians will, to the best of their ability, be diligent in retaining the data on the customer’s data storage devices. However, in some instances, data loss may occur or be required in order to perform repair. Whenever possible, the customer will be informed as to what his/her options are before the technician continues to work on the storage device.
IN NO EVENT WILL CARBON COMPUTING PERSONNEL AND/OR APPOINTED CONTRACTORS BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, IN CONNECTION WITH, OR ARISING FROM THE WORKS PERFORMED ON THE SYSTEM REFERENCED IN THIS SERVICE REPAIR ORDER (INCLUDING, BUT NOT LIMITED TO, LOSS OF DATA, APPLICATION PROGRAMS, USE, PROFITS OR OTHER ADVANTAGES, OR ANY REPLACEMENT OR DATA RECONSTRUCTION COSTS)
It is the customer’s responsibility to back up all data on any device turned over to Carbon Computing for service prior to visiting us for a repair.
The customer is to assume all responsibility of insurance on equipment left at Carbon Computing.
Carbon Computing is committed to keeping personal client information accurate, confidential, secure and private.
We have a Privacy Officer designated to ensure compliance with PIPEDA – the Personal Information Protection and Electronic Documents Act. Carbon Computing will review its Privacy Code every three years to ensure it is relevant and up to date.
Carbon Computing respects the privacy of its customers; we do not sell, rent, or trade our customer lists. As will be explained to you when we are creating or updating your client record, the information we collect is used to process sales, and ensure accurate information for warranty and taxation purposes. This information may include your name, address telephone number and other contact information. We will also ask you if you would like to be added to our email or regular mail list for special offers and product news, and to keep you informed about significant events at Carbon Computing. Our databases are kept up to date and should you request it, we will remove you from these news and information mailing lists promptly.
All employees involved in sales, service and data collection are informed of the legislation and the constraints that it puts on our organization. Everyone with access to client information has signed a statement of confidentiality. A paragraph in all new employee contracts outlines this statement. A section on privacy concerns is included in the employee handbook.
Carbon Computing limits the collection of information to that which is necessary for intended use. Any confidential information that is collected for a specific purpose will be destroyed when that purpose is no longer valid.
All of our systems are protected by a top quality firewall. All users are required to use a password based on appropriate security access. All paper documents containing personal information on our clients is maintained in locked offices and filing cabinets accessible only to personnel whose job function requires access to such information.
Carbon Computing will respond promptly to all customer requests for personal information we may have on file about them. Any inquiries or complaints about our policies should be directed to our Privacy Officer at email@example.com