Refund, Return & Warranty Policy

Zotim Refund, Return & Warranty Policy
(Zcompute Pty Ltd ABN 94 613 746 535— trading as “Zotim”)

1. Return Policy

1.1 Change-of-Mind Returns (30 Days)

We give you 30 calendar days from the date you receive your goods to change your mind. You may return an item without any restocking fee when all of the following are true:

• Unopened & unused – factory seals intact.
• Not a special-order product, i.e. Item did not display “Pre-Order” or “Available at Supplier” at the time of purchase.
• Item was not ordered specifically for a quoted commercial project.
• Item is not oversized (-22 kg or -100 cm in any dimension).
• Not in an excluded category:
  • a. Zotim Custom-Built PCs
  • b. Open-Box, Refurbished or Ex-Demo items
  • c. Software licences or digital downloads
  • d. Consumables (ink, media, cleaning kits, etc.)
  • e. Mobile phones, tablets & smartwatches
• Order quantity is fewer than 3 units of the same SKU.
• Return is lodged and the goods reach us within 10 business days of the RMA being approved.

Exception — wrong advice:

• If Zotim staff or our website gave incorrect compatibility advice, we will accept the return even if the product has been opened.

Change-of-mind refunds exclude original delivery, service and surcharge fees. Return freight is the customer’s responsibility. All returns are subject to inspection and final approval by Zotim.

2. How to Lodge a Refund, Return or Warranty Claim

Log in to My Account → Returns (RMA) and complete the online form, or contact support at [email protected]

Provide:

• Order / invoice number
• Detailed fault description or reason for return
• Preferred remedy (refund, replacement or repair) – we’ll confirm what is available under law.
• Wait for email confirmation with your RMA number and return instructions.
• Ship the goods back using suitable protective packaging. Include the RMA number on the label.

No-Fault-Found fee:

• If the item is tested and found fault-free or out of warranty, we may charge up to A$50 plus return freight and any manufacturer inspection fees.

3. Eligibility Guidelines

To qualify for a refund, replacement or repair you must:

• Provide proof of purchase (tax invoice).
• Cease using the faulty item as soon as the defect appears.
• Take reasonable care of the product while it is in your possession.
• Not have caused the fault through abnormal, abusive or non-recommended use.
• Ensure the product is not disposed of, lost or irreparably damaged.
• Notify Zotim of the fault within a reasonable timeframe after it occurs.

4. Circumstances in Which Returns May Be Rejected

Zotim reserves the right to decline a refund, return or warranty claim if:

• You simply change your mind outside the conditions of our Change-of-Mind Policy.
• The goods were misused, modified or physically damaged after delivery.
• The fault results from factors beyond our control (power surge, liquid damage, etc.).
• Proof of purchase cannot be produced.
• Care instructions or manufacturer guidelines have been ignored.

5. Restocking (Courtesy Exchanges)

At our discretion we may allow an exchange on incorrectly purchased products if:

• You notify us within 7 days of delivery.
• Products are unopened and pristine.
• You accept a 20 % restocking fee (minimum).
• We approve the exchange after inspecting the goods.

Return and re-shipping freight are payable by the customer.

6. Returning Goods to Zotim

• Transit risk: You are responsible for goods until they reach us. Use trackable, insured freight.
• Packaging: Pack items in original or equivalent protective packaging; manufacturer warranty may be void if the product is damaged in transit.
• Drop-offs: Personal drop-off at our Sydney warehouse is welcome 9 am – 5 pm Mon–Fri (RMA required).

7. Manufacturer’s Warranty

Before lodging an RMA with Zotim, we recommend you:

• Consult the manufacturer’s technical support for troubleshooting; many provide case numbers that speed up warranty processing.
• Confirm the fault is not caused by abnormal use and that the warranty period has not expired.

Some brands offer onsite or pick-up-and-return service; in such cases dealing directly with the manufacturer is faster. If the manufacturer instructs you to return the item to Zotim, quote their case number in your RMA request.

8. Special Orders, Clearance, Discontinued, Free & Consumable Items

These products are non-returnable unless they fail to meet the consumer guarantees under Australian Consumer Law.

9. Data Loss Disclaimer

Repairing or replacing a product (e.g., PC, laptop, storage device) may result in loss of user-generated data. Back up your data before returning items; Zotim is not liable for data loss.

10. Your Consumer Rights

This policy operates alongside your rights under the Competition and Consumer Act 2010 (Cth). Our goods and services come with guarantees that cannot be excluded. Nothing in this policy limits or removes those statutory rights.

Last updated: 30 May 2025