Warranty Policy

Effective Date: June 12, 2025
Last Revised: June 12, 2025

Introduction

This warranty policy outlines the terms and conditions under which Lotus Computers provides warranty coverage for products purchased from our website or physical store. This policy is designed to inform you about your warranty rights and the procedures for making warranty claims.

Our warranty coverage is provided in addition to the consumer guarantees that cannot be excluded under the Australian Consumer Law. This policy applies to all products sold by Lotus Computers, including new and refurbished computer equipment.

Australian Consumer Law Warranty Information

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.

The Australian Consumer Law protections apply automatically and exist alongside any manufacturer warranty or seller warranty we offer. These consumer guarantees ensure that products:

• Are of acceptable quality
• Match their description
• Are fit for their disclosed purpose
• Come with full title and ownership
• Have spare parts and repair facilities available for a reasonable time

Standard Warranty Coverage for New Products

For new products purchased from Lotus Computers, we provide a seller warranty only. This means:

1. We honor the manufacturer’s warranty period and terms for all new products
2. For warranty service on new products, customers may need to deal directly with the manufacturer
3. Lotus Computers will assist with the warranty claim process where possible

The standard warranty periods for new products are as follows (subject to manufacturer’s terms):

Our seller warranty for new products covers defects in materials and workmanship under normal use during the manufacturer’s warranty period. For specific warranty details on any product, please refer to the manufacturer’s warranty documentation provided with the product.

What’s Not Covered in New Product Warranties

Our seller warranty does not cover:

• Damage resulting from misuse, accident, modification, or improper installation
• Normal wear and tear
• Cosmetic damage that does not affect performance
• Software issues not related to hardware malfunction
• Products with serial numbers that have been removed or altered
• Damage caused by use with non-compatible devices
• Damage caused by power surges or acts of nature
• Batteries and battery performance after 30 days from purchase
• Consumable items including but not limited to ink cartridges, toner, print heads, drums, ribbons, paper, and other supplies

Refurbished Products Warranty

Lotus Computers offers quality refurbished computer equipment with the following warranty coverage:

Important Note: The maximum warranty period for any refurbished product is 12 months (1 year), regardless of product category. The specific warranty period for each refurbished product will be clearly stated at the time of purchase.

Special Considerations for Refurbished Products

For refurbished products, please note:

• All refurbished items have been tested and restored to working condition
• Cosmetic imperfections may be present but do not affect functionality
• Battery life in refurbished laptops may be less than in new products
• Original accessories may be replaced with compatible alternatives
• Software included with refurbished computers may differ from original configurations

Exclusions for Refurbished Products

The following are specifically excluded from our refurbished product warranty:

• Batteries in refurbished laptops and portable devices are warranted for 30 days only
• Consumable items including printer cartridges, toner, and other supplies
• Cosmetic defects that do not affect product functionality
• Software issues not related to hardware performance
• Normal wear and tear

Warranty Claim Process

If you believe your product is defective and covered under warranty, please follow these steps:

1. Contact Us: Reach out to our customer service team via email, phone, or in person at our store
2. Provide Information: Supply your proof of purchase, product details, and a description of the issue
3. Evaluation: We will assess whether the issue is covered under warranty
4. Resolution: Depending on the assessment, we will repair, replace, or refund your product

Required Documentation

When making a warranty claim, please provide:

• Original proof of purchase (receipt or invoice)
• Product serial number
• Detailed description of the problem
• Your contact information

Processing Timeframes

• Initial response to warranty claims: Within 2 business days
• Assessment of returned products: 3-5 business days
• Repair timeframe: 7-14 business days (depending on parts availability)
• Replacement processing: 3-5 business days after assessment

Consumer Rights and Remedies

When a product fails to meet consumer guarantees or warranty terms, you are entitled to a remedy. The type of remedy depends on whether the failure is major or minor.

Major Failures

A major failure occurs when:

• The product would not have been purchased had the issue been known
• The product is significantly different from its description
• The product is substantially unfit for its common purpose
• The product is unsafe

For major failures, you can choose between:

• A refund
• A replacement
• Keeping the product and receiving compensation for the drop in value

Minor Failures

A minor failure is one that can be fixed in a reasonable time. For minor failures:

• We will repair the product within a reasonable time
• If we cannot repair it in a reasonable time, you can choose a refund or replacement

Repair Policy

When repairing products under warranty:

• We use new or refurbished parts
• Repaired products remain covered for the remainder of the original warranty period or 30 days, whichever is longer
• We provide a repair notice if refurbished parts are used

Extended Warranty Options

Lotus Computers offers extended warranty options for additional protection beyond the standard warranty period for refurbished products:

Extended warranty is available as an optional purchase at the time of product purchase or within 14 days of purchase.

Note: Extended warranties for refurbished products cannot exceed a total coverage period of 12 months (including the original warranty period).

International Warranty Coverage

Our warranty coverage applies to products purchased in Australia. For international warranty service:

• Manufacturer warranties may offer international coverage for new products
• Lotus Computers warranty for refurbished products is limited to Australia
• Products requiring warranty service must be returned to Australia

Contact Information

For warranty inquiries or to initiate a claim:

• Email: warranty@lotuscomputers.com.au
• Phone: +61 0468 469 585
• Address: 81-83 Campbell Street, Surry Hills, NSW 2010, Australia
• Hours: Monday-Friday, 9am-5pm AEST

Related Policies

This Warranty Policy should be read in conjunction with our:

• Returns and Refunds Policy
• Terms and Conditions
• Privacy Policy

Policy Updates

We may update this Warranty Policy from time to time to reflect changes in our practices or legal requirements. The current version will always be available on our website with the effective date displayed.

Last Updated: June 12, 2025
Version: 1.0