Our aim is to ensure customers receive the best value and service for every purchase made at Computer Lounge. We strive to be your one-stop shop for computer hardware and software. Below are the options and conditions for returning products and requesting refunds. This returns policy covers items ordered from our showroom and online store for delivery and click and collect.
Returns & Warranties
14-Day Hassle-Free Exchange and Store Credit Policy
What are the conditions for returning unopened or unused items?
What are the conditions for returning unopened or unused items?
Within 14 Days:
Unopened and in Brand New Condition: Enjoy a hassle-free 14-day exchange policy (excluding the non-returnable products listed below). If an exchange isn’t possible, you will receive store credit or a Computer Lounge gift card for the original purchase amount.
Return Packaging Requirements: All items must be returned in their undamaged, original unopened packaging, complete with all accessories and paperwork.
After 14 Days:
Items cannot be returned for exchange or store credit.
What items are non-returnable?
- Special Order Items
- Software
- Gift Cards
- Licensing
- Custom-Built Systems
- Clearance Items
- Watercooling Products
- Headphones (In-Ear, On-Ear, Over-Ear)
- Microphones
To request an exchange or store credit, please click the following link to submit a new support ticket: Computer Lounge Support Team
Returns and Refunds
What are the conditions for returning opened or used items?
What are the conditions for returning opened or used items?
Within 14 Days:
Opened: You can return opened items (excluding the non-returnable products listed below) within 14 days for a refund, subject to a minimum 25% restocking fee.
Additional Fee: A 3.5% fee applies for purchases made with finance options (Afterpay, Zip, Long Term Finance, Gem Visa, Q Card).
Return Packaging Requirements: All items must be returned in their original packaging, complete with all accessories and paperwork.
After 14 Days:
Items cannot be returned or refunded.
What items are non-returnable?
- Special Order Items
- Software
- Gift Cards
- Licensing
- Custom-Built Systems
- Clearance Items
- Watercooling Products
- Headphones (In-Ear, On-Ear, Over-Ear)
- Microphones
To request a Return, please click the following link to submit a new support ticket: Computer Lounge Support Team
Return Information
What items are non-returnable?
What items are non-returnable?
- Special Order Items
- Software
- Gift Cards
- Licensing
- Custom-Built Systems
- Clearance Items
- Watercooling Products
- Headphones (In-Ear, On-Ear, Over-Ear)
- Microphones
How do I return opened products?
How do I return opened products?
Computer Lounge will assess each case based on the condition of the packaging, accessories, and the product. If these are not in acceptable condition, the return may be denied. All items must be returned with original accessories and packaging. It is your responsibility to return the product in good condition. Ensure items are packaged securely to avoid damage. Computer Lounge will not accept responsibility for incorrectly packaged or damaged goods.
What should I do upon receiving my delivery?
What should I do upon receiving my delivery?
Before signing for delivery, check that the item(s) are in good condition and not damaged. Once signed, it means you have accepted the delivery. Neither Computer Lounge nor the courier provider will refund or replace any item(s) that have been lost, damaged, or stolen after signing. If the courier driver is unwilling to wait for you to check the item(s), sign with “courier driver not willing to wait” and ask the driver to sign it as well. Inform Computer Lounge within 48 hours to initiate an investigation on your behalf.
How do I process a return request?
How do I process a return request?
A return request (RMA) must be submitted to the Computer Lounge Support Portal before any item is returned. Click the "Submit Ticket" button on the right-hand side of our Support Portal. A credit can only be given for the item; shipping/extras are not reimbursed. Computer Lounge holds the final say on whether an item is in re-sellable condition. Goods returned without an RMA number will not be accepted. Click the following link to submit a new support ticket: Computer Lounge Support Team
Order Changes and Cancellations:
Can I cancel or change my order?
Can I cancel or change my order?
Unprocessed Online Orders: Most orders that have not been processed can be cancelled or changed via the Support Portal.
Processed Online Orders: Orders that have started processing cannot be changed or cancelled. Once received, a return request (RMA) must be submitted and restocking fees will apply.
Unprocessed Click and Collect Orders: Most orders that have not been processed can be cancelled or changed via the Support Portal.
Processed Click and Collect Orders: An administration fee of $29.95 applies for cancellations if the order has started processing or is ready for collection.
Changes are processed between 9 am and 5:30 pm Monday to Friday and 10 am to 4 pm on Saturday. If the warehouse team processes orders before changes can be made, you will need to return the item. Click the following link to submit a new support ticket: Computer Lounge Support Team
Order Items That Cannot Be Cancelled:
Order Items That Cannot Be Cancelled:
- Custom Built Systems and Ready to Ship Systems
- Special Order Items
- Software
Cancellation Processing Times:
Cancellations are processed between 9 am and 5:30 pm Monday to Friday and 10 am to 4 pm on Saturday. If the warehouse team processes orders before cancellations can be made, you will need to return the item. Click the following link to submit a new support ticket: Computer Lounge Support Team
Issues with Orders:
The item I received is not the item I purchased.
The item I received is not the item I purchased.
If you received the wrong item, submit a return request (RMA) with photo verification. The item must be unopened and in mint condition for a replacement.
Click the following link to submit a new support ticket: Computer Lounge Support Team
The item I purchased has been damaged in transit.
The item I purchased has been damaged in transit.
Report any damage within 24 hours. Submit an RMA with photo verification. Retain the original packaging for the claim process. The courier company will collect the goods from your delivery address once the claim is processed.
Click the following link to submit a new support ticket: Computer Lounge Support Team
The item I purchased has not arrived.
The item I purchased has not arrived.
First, request a ‘track and trace’ on your item from the courier’s website. If the item is not found, contact Computer Lounge. Click the following link to submit a new support ticket: Computer Lounge Support Team
The item I purchased has been lost in transit.
The item I purchased has been lost in transit.
If the tracking details indicate delivery but you can't find the item, contact Computer Lounge within 14 days for an investigation. Click the following link to submit a new support ticket: Computer Lounge Support Team
Product Warranty
The item I purchased has become faulty within the manufacturer's warranty period.
The item I purchased has become faulty within the manufacturer's warranty period.
Submit an RMA with fault details and serial numbers. Return the item for testing. Warranty is void if items are mishandled or modified. You may also contact the manufacturer directly. Warranty returns can be made at any time within the warranty period and it is your responsibility to cover return shipping costs.
Click the following link to submit a new support ticket: Computer Lounge Support Team
The item I purchased is DOA (Dead on Arrival).
The item I purchased is DOA (Dead on Arrival).
Submit an RMA within 7 days of receiving a faulty item. Provide full details and serial numbers. The item must be returned for testing and confirmation of the fault. Computer Lounge will process the claim and have the courier company collect the goods.
Click the following link to submit a new support ticket: Computer Lounge Support Team
Additional Information:
Hardware Compatibility
Hardware Compatibility
Computer Lounge is not responsible for compatibility issues. Conduct thorough research before purchase. The Consumer Guarantees Act does not cover compatibility issues.
Overclocked Hardware
Overclocked Hardware
Warranty is void for overclocked components used outside the manufacturer's specification
Shipping Terms
Shipping Terms
Ensure items are packaged securely with sufficient cushioning. Items returned with insufficient packaging will be denied. Follow the 5 by 5 rule for fragile items: 5cm from the walls, base, and top of the box and 5cm of cushioning around each item. For electronic or fragile items, do not use a courier bag.
Monitor and Laptop Dead Pixel Policies
Monitor and Laptop Dead Pixel Policies
Policies regarding dead pixels on monitors and laptops can be found on our website. Click the following link: Dead Pixel Policy
For all return requests submit an RMA through the Computer Lounge Support Portal. Keep communication to one channel to expedite processing.
Click the following link to submit a new support ticket: Computer Lounge Support Team