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Buying and returning hardware from Lightspeed

It’s easy to purchase hardware through our Sales team or directly through our online store. However, we recommend that you are comfortable with our returns policy before making a purchase. 

This guide answers FAQs you may have before purchasing and after you have received the goods. 

We partner with a third party supplier that offers a range of products suitable for use with Lightspeed POS. Our supplier partners with TNT to offer delivery to most residential and business addresses across Australia and New Zealand.


If you would like to track your hardware check out Where's my hardware order?

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Before you buy

What are my delivery options and how much does shipping cost?

Standard delivery incurs a fee of $35.00 or $50.00, depending on the size of the package and the distance from our partner couriers’ distribution centres. A general rule of thumb is that setup of more than 1 POS is classed as Heavy Shipping ($50.00). 

How quickly can I receive my order?

Once you have paid for your hardware order, this will initiate dispatch. Orders that you have been invoiced for but have not been paid will not be dispatched. In the case of bank transfers, this may take a few days to clear. We recommend you ensure you have paid for your hardware, to allow for a timely delivery. 

You can check if you have paid for your hardware order by logging into store.lightspeedhq.com.au and navigating to your profile to see your recent order details.

For orders placed (and paid) before 11.59am, our supplier’s warehouse will endeavour to dispatch the items on the same day. Orders placed (and paid for) after 12.00pm will be dispatched the next business day. Delivery will occur between 3-5 business days of dispatch.

From time to time, the dispatch of specific items will exceed our usual window for reasons outside our control. We will send you an email to let you know when your item has been dispatched by us, or if we anticipate delays. And, you can stay updated by using the TNT Track and Trace page.

Where can Lightspeed deliver to?

Delivery is determined by the serviceability of our partner couriers’ distribution centres. Unfortunately, there are certain remote locations that we are unable to deliver to, these include overseas or to Australian islands off the mainland except for Tasmania.

Lightspeed is unable to deliver to PO Boxes or Lockers.

 

Returning your order

I have received the wrong item in my order

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can by emailing hardware@kounta.com, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and cover the cost of returning the incorrect item.

 

My order has been damaged during transit

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or a video showing the damage, refuse to accept the delivery and contact us as soon as possible by emailing hardware@kounta.com, ideally within 3 business days of receiving your delivery.

 

Order Changes & Cancellations

You may change or cancel an order only before it reaches the dispatch processing stage, in this case you will receive a refund in the amount you paid for the product. After an order reaches the dispatch processing stage, cancellations or changes are not possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged by emailing hardware@kounta.com as soon as possible after ordering. 

 

My delivery has the wrong address

It is important that the delivery information on your order is verified before placing it. If the address provided is incorrect and the package is returned, you will be billed for additional shipping charges in order for your delivery to reach you. A redirection fee of $45 ex GST applies.

Exchanges

Unfortunately, we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

Change Of Mind

If you have changed your mind about your purchase, Lightspeed can offer you a refund provided that:

  • You return the item within 45 days of purchase
  • You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
  • The item is in new, unused, and re-saleable condition, including all original packaging

Please note: 

  • A $30 restocking fee is applicable for change of mind returns
  • Apple products cannot be returned

 

How do I initiate a return?

Item returns can be initiated by contacting our Hardware Team. Send an email to hardware@kounta.com with the following details:

  • the original order number
  • the item you wish to return
  • the model number of the item (if applicable)
  • the reason why you wish to return the item
  • confirmation that the item is new condition with all original packaging (provide a photo)

Goods will not be accepted, credited or replaced without prior approval. Consumable items (receipt paper) are not eligible for credit or return. Unauthorised returns will not be shipped back to the sender except at user's expense.

The customer may return authorised items using the shipping method of their choice and is responsible for the return shipping charges. We recommend that the return is insured as we cannot be responsible for damaged or lost shipments. Used or otherwise altered items not in new condition are not eligible for a refund.

All returns must be received within 45 days of the original order or a refund cannot be issued. Upon receipt of your returned items, the warehouse will inspect them, return them to inventory if in new unused condition and approve the refund.

 

Faulty Goods (Warranty Claims)

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us by emailing hardware@kounta.com as soon as possible, ideally within 3 business days of receiving your delivery.

If a fault occurs within 12 months of purchase, please take photos or a video clearly illustrating the problem and contact us as soon as possible. Lightspeed will have the product assessed by a certified repair agent to determine the nature and cause of the fault. Lightspeed reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

Terms and Conditions

  1. Proof of purchase must be included for all warranty claims.
  2. Warranty can only be determined after an item has been inspected.
  3. A quotation fee will apply to all declined enquiries.
  4. Freight will be charged on a declined quotation if the faulty equipment is requested to be returned.
  5. Freight will be charged in addition to the quoted price.
  6. Equipment may be sold to recover costs if not collected within 90 days from the issue of the quote.
  7. Please make sure that the unit is packed securely as any courier damage will be the responsibility of the sender.

 

Manufacturer warranties - AppleCare

In some cases, products offered for sale on our website (iPads and iPods) may be subject to a separate manufacturer's warranty (AppleCare). In this case, we request that you contact the manufacturer (Apple) directly. Please visit: https://support.apple.com/en-au/repair

 

What's next?

Further questions, or want to speak to the Hardware team directly? Reach out to them at hardware@kounta.com 

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