Refund policy

The Command Line is operated by THE URBAN NETWORK GROUP PTY LTD, ABN 53 687 320 234.

Your rights under the Australian Consumer Law apply to eligible purchases. Nothing in this policy limits those rights.

For goods with a major failure, you may choose a replacement or refund. You may also be entitled to compensation for reasonably foreseeable loss or damage. For a minor problem, we will arrange an appropriate remedy within a reasonable time. Further rights apply if we cannot resolve the problem within a reasonable time.

For a major service failure, you may cancel the service and seek the refund or other remedy available under the Australian Consumer Law. For a minor service problem, we will put it right within a reasonable time. This applies to paid support as well as other services.

Faulty goods and dead-on-arrival products

Email help@thecommandline.com.au with your order number, a description of the fault and any helpful photos. If a product arrives faulty or will not start, contact us as soon as practical so we can arrange assessment and a remedy. Reporting delays do not remove your statutory rights.

Contact us before returning goods so we can provide return instructions. Original packaging is helpful but is not required for a consumer-guarantee claim. We will reimburse reasonable return costs when a fault is confirmed and arrange collection where goods cannot reasonably be returned because of their size or the nature of the fault.

We can coordinate manufacturer warranty claims through our Australian distributors. Manufacturer warranties are additional to your Australian Consumer Law rights; you can contact us directly for help.

Change of mind

We may approve a change-of-mind return requested within 14 days of delivery. Goods must be unopened, unused and complete, with their original packaging. Contact us for approval before sending them back.

You pay return shipping for approved change-of-mind returns. Original delivery charges are generally not refunded for change of mind.

Software, licences, digital downloads and opened consumables are excluded from change-of-mind returns. These exclusions do not affect rights for faulty or incorrectly supplied goods.

Support plans

For a monthly plan activated under agreed billing terms, there is no lock-in period. Cancel at any time before your next renewal by emailing help@thecommandline.com.au. Cancellation stops future renewals under the agreed billing arrangement; service continues until the end of the paid month. Plans requested by enquiry are not automatic checkout subscriptions.

We do not provide change-of-mind refunds for the current month or unused support. This does not limit remedies available under the Australian Consumer Law, including for service failures.