Lotus Computers Warranty Policy

Effective Date: November 1, 2025
Last Revised: November 1, 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. Our warranty coverage is provided in addition to the consumer guarantees that cannot be excluded under the Australian Consumer Law.

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
• Compensation for any other reasonably foreseeable loss or damage
• Have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

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

New Products

For new products purchased from Lotus Computers:

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.

Refurbished Products

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

Important Note: The specific warranty period for each refurbished product will be clearly stated at the time of purchase.

Dead on Arrival (DOA) Policy

If a product is deemed to be DOA (fails to function properly upon first use within 7 days of purchase):

1. Contact our customer service team immediately
2. You will be eligible for an immediate replacement or refund
3. We will arrange for return shipping at our expense

What’s Not Covered

Our 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
• Consumable items including but not limited to ink cartridges, toner, print heads, drums, ribbons, paper, and other supplies

Battery Coverage

• Batteries in new products: 90 days warranty
• Batteries in refurbished laptops and portable devices: 90 days warranty

Customer Responsibilities

To maintain valid warranty coverage:

1. Use the product according to manufacturer specifications and instructions
2. Maintain proof of purchase
3. Register products with manufacturers when applicable
4. Report issues promptly
5. Back up data before warranty service (we are not responsible for data loss)
6. Use proper power protection devices

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. Remote Diagnostics: When applicable, our technicians may offer remote diagnostics to resolve issues quickly
3. Provide Information: Supply your proof of purchase, product details, and a description of the issue
4. Evaluation: We will assess whether the issue is covered under warranty
5. 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 1 business day
• Assessment of returned products: 2-4 business days
• Repair timeframe: 5-10 business days (depending on parts availability)
• Replacement processing: 2-4 business days after assessment

Data Protection During Repairs

When servicing your device:

• We recommend backing up all data before submitting devices for repair
• We will not access, copy, or use your personal data except as necessary to provide warranty service
• Standard repair procedures may include resetting devices to factory settings
• Lotus Computers is not responsible for any data loss that may occur during the repair process

Consumer Rights and Remedies

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

Enhanced Warranty Options

Lotus Computers offers enhanced warranty options for additional protection:

Enhanced warranty is available as an optional purchase at the time of product purchase or within 30 days of purchase.

International Coverage

Our standard 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 valid in Australia and New Zealand
• For customers traveling internationally, we offer remote support where possible
• Products requiring physical service must be returned to Australia unless covered by international manufacturer warranties

Contact Information

For warranty inquiries or to initiate a claim:

• Email: warranty@lotuscomputers.com.au
• Phone: +61 0468 469 585
• Online: Submit a warranty claim through our website
• 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: November 1, 2025
Version: 2.0