Our aim is to make sure the customer receives the best value and service for every purchase made at Computer Lounge. We want to be the one stop shop for computer hardware and software. Here is a list of options and conditions when it comes to returning and requesting refunds for products at Computer Lounge.

1. The item I ordered is no longer required or incorrectly purchased (Order has been shipped partially or completely)

If you have purchased an incorrect item or if you change your mind after making a purchase, Computer Lounge can process a credit on most purchases with the following conditions:

If you can return it within 7 days of purchase:

• If the product is unopened and in brand new re-sellable condition. A restocking fee of 15% will apply
• If the product is opened, a minimum restocking fee of 35% will apply. (Read below information regarding; returning open products, product return and how to request a return)
• Please note, there will be an extra restocking fee of 5% if Long / Short term finance options have been used as a payment method in addition to other charges as per our original returns policy.  
  (Long / Short term finance options include Laybuy / Humm / Long Term Finance / Gem Visa / Q Card.)
   

If you can return it within 14 days of purchase:

• If the product is unopened and in brand new re-sellable condition. A restocking fee of 20% will apply
• If the product is opened, a minimum restocking fee of 40% will apply. Conditions apply. (Read below information regarding; returning open products, product return and how to request a return)
• Please note, there will be an extra restocking fee of 5% if Long / Short term finance options have been used as a payment method in addition to other charges as per our original returns policy.  
  (Long / Short term finance options include Laybuy / Humm / Long Term Finance / Gem Visa / Q Card.)
   

If you want to return an item after 14 days after purchase:

• Computer Lounge cannot accept items for return after 14 days

Products that we cannot accept for Return and Credit:

• Special Order Items
• Software
• Licensing
• Computer Lounge Custom Built Systems
• Computer Lounge Prebuilt Systems (Ready-to-ship PCs)
• Clearance Items
• Watercooling Products

Returning Opened Products: Computer Lounge will assess each case and make a decision based on the condition of the packaging, accessories and the unit itself. Please note that we may not accept this return at all if we do not believe the condition of any one of these is not in acceptable condition.

Product Return: Whether an item has been opened or not, it must be returned with all original accessories and packaging. If you have misplaced or lost anything, we will be unable to issue you a credit.

 It is your responsibility to get the product back to us in good condition. Please make sure you package items correctly and securely so they do not get damaged. Computer Lounge will not accept responsibility for incorrectly packaged or damaged goods.

Receiving your delivery from Computer Lounge: Before signing for delivery, please make sure you have checked that the item(s) is in good condition and is not damaged. Once signed, it means you have accepted the delivery and regrettably, neither Computer Lounge nor the courier provider will refund or replace any items(s) that has been lost, damaged or stolen after you’ve signed for delivery. If the courier driver is not willing to wait for you to check the item(s), we recommend you to sign only with “courier driver not willing to wait” and request the driver to sign it as well. Please inform Computer Lounge as soon as you can (within a maximum of 48 hours) so that Computer Lounge can initiate an investigation on your behalf.

To process a request for Return and Credit: A return request (RMA) must be submitted by emailing us prior to any item being returned. Credit can be given on the item only; shipping/extras are not to be reimbursed. Computer Lounge holds the final say on whether an item is in re-sellable condition or not. Computer Lounge will not accept back any goods without an RMA number.

Please note the Consumer Guarantees Act and Fair Trading Act do not provide protection for this reason. You cannot return the item simply because you no longer want the product or the product did not meet your expectations. It is your responsibility to carry out research prior to your purchase. Computer Lounge will make an assessment on a case-by-case basis.

2. I have changed my mind and the item(s) I ordered is no longer needed (Order has not been processed / shipped):

If you have changed your mind after placing an order and would like Computer Lounge to cancel the order:

Computer Lounge can cancel most orders that have not been processed. Please note, there will be restocking fees of 5% if Long / Short term finance options have been used as a payment method. 

Long / Short term finance options include Laybuy / Humm / Long Term Finance / Gem Visa / Q Card. Restocking fees might still apply even though the order has not been processed / shipped / delivered by Computer Lounge.

Please note, following orders cannot be cancelled: Computer Lounge Custom Built or Ready to Ship computers, Laptops, Special Orders, Software, items that have been ordered from overseas.

3. The item I received is the not the item I purchased.

If you have received the incorrect item(s) a replacement can be processed provided the item is unopened and in mint condition. A return request (RMA) needs to be submitted to us by emailing prior to any item being returned. Photo verification of the incorrect item(s) received is required in order for Computer Lounge to process your request. Computer Lounge can then organize for the correct item(s) to be shipped along with a courier collection service for the incorrect item(s) received.

4. The item I purchased has been damaged in transit.

If you receive an item with the damage it must be reported to Computer Lounge within 24 hours of delivery. Failure to do so warrants the receiver taking full responsibility for the item(s) affected. A return request (RMA) needs to be submitted by emailing  prior to any item being returned. Photo verification of the item(s) you received and the damage is required so Computer Lounge can process the claim with the courier company. The courier company will collect the goods from your delivery address once the above is complete. This process can take up to 7 working days. Please note that for your claim to be accepted you must retain the original packaging material used to deliver your order.

5. The item I purchased has not arrived.

If your item did not arrive, the first thing to do is request a ‘track and trace’ on your item from the courier’s website. A link is included in an email sent to you at the time of dispatch.

6. The item I purchased has been lost in transit.

If the tracking details on your order indicate the item(s) has been delivered but you’re unable to find it, Computer Lounge will start an investigation with the courier on your behalf. Please make sure you contact us within 14 days from the date of dispatch.

7. The item I purchased is DOA (dead on arrival).

If you have an item that has arrived faulty and is within the 7 DOA (Dead on Arrival) period, you must submit a Return Request (RMA) by emailing prior to any item being returned. Please make sure to give us full details of the fault with serial numbers so we can process the RMA quickly. A Computer Lounge representative will contact you and provide you with return instructions via E-mail.

Computer Lounge will process the claim and have the courier company collect the goods from your delivery address once the above is complete.

In order to assist you with your DOA faulty product, it will need to be returned to us so we can test and confirm that it is faulty first.

8. The item I purchased has become faulty within the manufacturer’s warranty period.

If you have an item that has become faulty and is still within the manufacturer’s warranty period, you must submit a Return Request (RMA) by emailing  prior to any item being returned. Please make sure to give us full details of the fault with serial numbers so we can process the RMA quickly. A Computer Lounge representative will contact you and provide you with return instructions via E-mail.

In order to assist you with your faulty product, it will need to be returned to us so we can test and confirm that it is faulty first. You may also be able to contact the manufacturer or service agent directly to arrange a solution.

Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us.

Computer Lounge will void warranty of any product that is mishandled, modified or interfered with by unauthorized personnel. The removal of any factory seals, serial numbers or warranty stickers also voids the warranty. All item(s) returned for RMA found not faulty, goods with physical damage or damage caused by improper use are not covered by warranty and the customer is liable for a handling and service fee. Service fees for single components are charged at $90 inc GST an hour and service fees for Notebooks/Desktop systems are charged at $90 inc GST an hour.

Data contained in the storage device (Hard Drive, SSD, NAS, Media Players, Memory Cards, USB Memory Sticks) is not covered under warranty. Customers need to back up their data before the device is sent back. Most devices are returned overseas and replaced locally. Computer Lounge takes no responsibility for any loss of data. Computer Lounge recommends that all of our customers make regular backups of data.

9. Hardware Compatibility.

Computer Lounge is not responsible for the compatibility and/or hardware configuration of your components. Due to the different configurations Computer Lounge does not guarantee a component works with your computer system. Computer Lounge tries to provide as much information as possible on each component but the final decision of compatibility is yours. If the component is not compatible it does not mean it is faulty.

Please note that the Consumer Guarantees Act and Fair Trading Act do not provide protection for this reason. You cannot return the item simply because you no longer want the product or the product did not meet your expectations. It is your responsibility to carry out research prior to your purchase.

10. Overclocked Hardware.

The warranty is void on overclocked components used outside the manufacturer’s safe operating parameters.

11. Shipping Terms.

As the sender, you are the only person who knows exactly what is inside your parcel. It is your responsibility to ensure your item is packaged correctly and arrives safely.

Apply the 5 by 5 rule for fragile items: 5cm from the walls, base and top of the box and 5cm of cushioning around each individual item.

Use internal cushioning and strong external packaging to protect your item against knocks and shocks. We suggest you use packaging materials such as bubble wrap, polychips, corrugated cardboard, shredded or rolled paper, polyethylene foam sheeting available at post shops, Whitcoulls, Warehouse Stationery, Paper Plus and/or Para Rubber stores. Items packed together in one carton must be individually wrapped and separated from each other with more cushioning material.

If you choose to return your item using a courier bag, wrap the item enough times so that you can no longer feel the shape of the object. We do not recommend returning any electronic or fragile items in a courier bag.

ITEMS RETURNED WITH INSUFFICIENT PACKAGING WILL BE DENIED.