Last updated: August 2026
At Nexus AI Computers, we’re proud of the quality that goes into every product we sell — genuine, sealed and carefully checked. Here’s exactly how our returns and refunds work, and what to do if something isn’t right with your order.
Returns
Unused items in their original, unopened packaging may be eligible for return within 14 days of delivery. Items are always eligible for return or replacement if:
- The product arrived damaged
- The wrong item was sent
- The product is faulty or dead on arrival (DOA)
- There is a manufacturing or quality fault
To request a return, email us with:
- Your order number
- Photos or a short description showing the product issue
- Photos of the packaging and shipping label
Once your request is approved, we’ll send you clear return instructions. Please do not send items back before your return is approved.
Refunds
We issue refunds when:
- Your order arrives damaged
- You received the wrong item
- Your parcel is lost and confirmed by the courier
- There is a verified fault or quality issue
Approved refunds are processed back to your original payment method. Please allow 3–7 business days for the refund to appear in your account.
Refunds may not be available for:
- Change of mind on items that have been opened, used or unsealed
- Software, digital licences or consumables once activated or opened
- An incorrect address provided at checkout
- Courier delays once the order has been dispatched
Change of Mind
If you simply change your mind, you may return an item within 14 days provided it is unused and in its original, sealed packaging. Return shipping for change-of-mind returns is the customer’s responsibility, and a restocking fee may apply to opened items assessed on a case-by-case basis.
Warranty & Faulty Items
Many products carry a manufacturer’s warranty in addition to your rights under the Australian Consumer Law. If a product develops a fault within its warranty period, contact us and we’ll help arrange a repair, replacement or refund as appropriate.
Re-Shipments
If your order arrives damaged, incorrect or missing, we’re happy to re-ship it at no cost to you once proof of the issue is provided. We’ll arrange a free re-ship when:
- The product arrived damaged
- The factory seal was broken on arrival
- The wrong product was sent
- Tracking confirms the parcel was lost
We’re unable to re-ship for an incorrect address entered at checkout, a parcel that wasn’t collected, or change of mind on opened items.
Lost or Stalled Deliveries
If tracking shows no movement for 7 or more days, we’ll open an investigation with the courier on your behalf. If the parcel is officially declared lost, you can choose a full refund or a free replacement shipment.
Order Cancellations
Orders can be cancelled within 1 hour of purchase, as long as they haven’t already been packed or shipped. Once an order has been processed, it can no longer be cancelled.
This policy does not affect your rights under the Australian Consumer Law, which always apply.
Need a Hand?
If anything isn’t right with your order, we’re here to help.
Email: info@nexusaicomputers.com
Phone: 0450 689 730
Website: nexusaicomputers.com