Returns, Refunds and Exchanges Policy
For services rendered: Auburn Computer Help guarantees that all services performed on your computer or network will be completed as agreed during the start of the service call. In the event that the service was not performed to your satisfaction, we will gladly perform the service again free of charge. Customers must notify Auburn Computer Help within three (3) calendar days of the completion of service if there are any problems not fixed to your satisfaction, else the service will be considered billable.
For components and parts:
New replacement parts purchased and installed by us (hard drives, ram, power supplies, etc.) will be guaranteed by us for 30 days. If any of these parts fail, you can bring the computer to us and we will replace the part and perform the labor free of charge. After 30 days, you will be responsible for any replacement costs and labor.
Used replacement parts installed by us are provided to you at a heavily discounted price and therefore are not guaranteed. However, if your used part fails within 30 days, the labor to replace the part will be free, but you will be responsible for the cost of the replacement part.
If you, as the customer, provide Auburn Computer Help with a replacement part that will be used to fix your computer, we will only guarantee the labor it takes to install it. We do not, however, offer any guarantee for the part itself. You will be responsible for the cost and labor involved in replacing that defective part.
For Used Computer Systems:
Our used computers come with a 60 day guarantee. This guarantee covers only the parts. If your computer fails within this 60 day period, you can return it to us for a full refund, but you will be responsible for shipping it back and paying the freight charges. Your refund will be processed within 10 days of receipt of the computer. This guarantee does NOT cover any facet of the software installed, including the operating system itself. If for any reason you decide you simply don’t want the product, you may return it to us within 30 days, but you will be responsible for return shipping costs and a 30% restocking fee.
For Video Tutorials:
We guarantee our video tutorials to the extent that they represent the exact methods WE use for fixing computers. However, we do not offer any support or refunds for our tutorials; they are, after all, designed and sold as a way to teach you how to fix your computer without outside assistance. In the event that your video disk or digital file is damaged, we will ship or email you a new copy free of charge.
How To Return An Item:
1. Please email firstname.lastname@example.org and explain your situation.
2. When appropriate, mail your returned item to:
Auburn Computer Help
690 Diary Rd.
Auburn, CA 95603
3. Include in your package a signed letter stating the reason for your return and the original receipt.
Accepted Methods of Payment
Credit Card (Visa, Master Card, Discover)
Cash On Delivery
Payment for all products and services is due in full at the completion of the job. We do not perform invoice billing, except for clients that have maintenance contracts. In the case of “remote” computer support, new customers will need to provide a credit card for payment, which will be authorized before service, and charged after.
Credit Card Charges:
Your credit card will be charged when you place your order, or when your support session is complete. If we are not able to fulfill your order for any reason your credit card will be refunded immediately.
Turnaround: All orders are shipped within 48 hours Monday – Friday 8am – 5pm.
We use the following carriers to deliver our orders:
Order Tracking: If a tracking # is provided by the shipping carrier, we will provide you with a tracking number. Please note that some orders using 1st Class USPS mail will not have tracking numbers.
Shipping Rates: The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.