Refund and Returns Policy

Last Updated: June 12, 2025

1. Introduction

This Return and Refund Policy outlines the terms and conditions for returns and refunds at Lotus Computers. We want to ensure you are completely satisfied with your purchase. This policy has been created in accordance with the Australian Consumer Law (ACL) and applies to all products purchased from our website lotuscomputers.com.au or our physical store.

2. Australian Consumer Law

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. Return Period

3.1 New Products

• 14-day return period from the date of delivery
• Product must be in original condition with all accessories and packaging
• Original proof of purchase required

3.2 Refurbished Products

• 14-day return period from the date of delivery
• Product must be in the same condition as received
• All original accessories and packaging must be included
• Original proof of purchase required

4. Return Conditions

To be eligible for a return, your item must meet the following conditions:

4.1 General Conditions

• Item must be unused and in the same condition that you received it
• Item must be in the original packaging
• Item must have all accessories, manuals, and documentation
• Proof of purchase must be provided

4.2 Exceptions

Returns will not be accepted for:

• Software products where the seal has been broken
• Custom-built computers or specially ordered items
• Products marked as “Final Sale” or “As Is”
• Products that have been used, installed, or modified

5. Return Process

1. Initiate Return
   • Contact our customer service team
   • Provide order number and reason for return
   • Receive Return Authorization (RA) number
2. Package Return
   • Pack item securely in original packaging
   • Include all accessories and documentation
   • Include RA number on package exterior
3. Ship Return
   • Ship to provided return address
   • Keep tracking information
   • Insurance recommended for valuable items

6. Refund Process

6.1 Inspection

All returns will be inspected upon receipt. We reserve the right to:

• Reject returns that don’t meet our conditions
• Charge a restocking fee (up to 15%) for non-defective returns
• Deduct any shipping costs from refund amount

6.2 Refund Methods

• Original payment method will be used for refund
• Store credit may be offered as an alternative
• Processing time: 5-10 business days after inspection

6.3 Refund Amounts

• Full refund for defective items or incorrect shipments
• Purchase price minus shipping for non-defective returns
• Restocking fee may apply for opened non-defective items

7. Shipping Costs

7.1 Return Shipping

• Customer responsible for return shipping costs
• Exception: Defective items or incorrect shipments
• Use tracked shipping method

7.2 Original Shipping

• Original shipping costs non-refundable
• Exception: Items shipped in error

8. Warranty Claims

8.1 Manufacturer’s Warranty

• Warranty claims handled according to manufacturer’s policy
• Proof of purchase required
• Contact manufacturer directly for warranty service

8.2 Extended Warranty

• If purchased, follow extended warranty terms
• Contact our service department for assistance

9. Special Circumstances

9.1 DOA (Dead On Arrival) Products

• Report within 48 hours of receipt
• Immediate replacement or refund available
• We cover return shipping costs

9.2 Damaged in Transit

• Document damage with photos
• Report within 24 hours of receipt
• Keep all packaging materials

10. Business Purchases

Different terms may apply for business purchases:

• 14-day return period
• Restocking fee may apply
• Special orders non-returnable

11. Seasonal and Sale Items

• Seasonal items must be returned within 14 days
• Sale items may have modified return terms
• “Final Sale” items non-returnable

12. Contact Us

For all return and refund inquiries:

• Email: returns@lotuscomputers.com.au
• Phone: +61 0468 469 585
• Address: 81-83 Campbell Street, Surry Hills, NSW 2010, Australia

13. Changes to Policy

We reserve the right to modify this policy at any time. Changes will be posted on our website and will be effective immediately upon posting.

14. Dispute Resolution

Any disputes regarding returns or refunds will be resolved according to Australian Consumer Law and our Terms of Use.