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Frequently Asked Questions

What hardware can I use with Lightspeed Kounta?

For details on supported equipment, visit our Help Centre article.


Delivery (AU only)

Who are your hardware suppliers?

We partner with Sektor Pty Ltd to offer a range of products compatible with Lightspeed POS.

Who is your delivery partner?

Sektor Pty Ltd (our supplier) partners with TNT to deliver to most residential and business addresses across Australia.

What are the delivery fees & time?

Standard delivery fee is $35.00. Items will be delivered between 3-5 business days.

Note: Track your delivery with TNT’s Track & Trace page, especially in the event of unforeseeable delays such as extreme weather conditions. 

What is the delivery cut-off time? 

Orders placed before 11.59am will be dispatched on the same day.
Orders placed after 12.00pm will be dispatched on the next business day.

In the unlikely event that the dispatch of a specific item is delayed, we will send you an email immediately to inform you of the anticipated delays/updated dispatch date.

Are free pick-ups available?

Free self pick-ups are available but only in Sydney. Orders can be collected from the Sektor warehouse (Rosehill, NSW). 

You will be notified via email when your order, or part of your order, is ready for collection. Please do not attempt collection without an email confirmation. 

When collecting your order, please bring your photo ID.

Self pick-up address: Unit 2, Building A/2 Unwin St, Rosehill NSW 2142
Collection hours: Monday to Friday, 8.30am - 4.30pm

How do I find my order number?

You will receive an email from with an attached tax invoice.
Your order number will be on the top right corner of your invoice (see example below).

How do I track my delivery?

Once your order has been dispatched, a TNT consignment number will be emailed to you. You can also log in to your profile on to view your recent order and tracking link.

You can then track your delivery by simply typing in your TNT consignment number on the Track & Trace page.

Which locations do you deliver to? 

Delivery is determined by our partner’s courier distribution centres, which only deliver within Australia.

Please note that delivery is currently not available to islands off the mainland of Australia – with the exception of Tasmania. We do not deliver to PO Boxes or Lockers.

What about customers from New Zealand? 

We have a specialist partner for all our lovely New Zealand customers: All products on Indigo POS are priced in NZD.

What happens if I miss my delivery?

If you’ve missed a delivery, the driver will leave behind a re-delivery card and TNT will attempt delivery again within 2 business days. 


If you do not receive a re-delivery card (or if the driver has yet to deliver), please contact TNT support. Remember to include your consignment number and delivery address.

What if I entered the wrong delivery address?

If your item(s) has not been dispatched, please reach out to [email protected] immediately. 

However, if your item(s) has been dispatched and returned due to the incorrect address, you will be billed for additional shipping charges for re-delivery to the right address. 

What happens if there are missing item(s)?

If you don’t receive your complete order, please email our support team as soon as possible at [email protected]. We will investigate and update you accordingly. 


What happens if the wrong item(s) is delivered? 

If you receive an item you did not order, please email us at ([email protected]) as soon as you can – ideally within 3 business days of receiving your delivery. We will promptly organise another delivery and cover the shipping cost for the return of the incorrect item.

What happens if my item(s) are damaged in transit?

Please refuse to accept delivery if the packaging/item(s) is visibly damaged. Take a photo/video and email us ([email protected]) as soon as possible – ideally within 3 business days of receiving your delivery.

Can I change or cancel my order? 

Yes you can change or cancel your order before it has been dispatched and receive a full refund. But if the order is already in the dispatching process, cancellations or changes will not be possible. 

Note: we aim to send out orders as quickly as we can (often within 24 hours) so it is crucial that you lodge your request for change/cancellation as soon as possible after placing your order. 

Do you offer exchanges?

We do not offer exchanges. However, you can return your item(s) in accordance to our returns policy and place a new order. Find out more in our our Returns Policy. 


Returns Policy

Change Of Mind

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




Approval for returns

Items purchased can be returned by contacting our hardware team for approval. Email [email protected] with the following details:

Goods will not be accepted, credited or replaced without approval. Consumable items (paper) are not eligible for credit or return. There will be an additional fee to ship unauthorised returns back to the sender.

Returning authorised items

Customer is responsible for shipping charges and can select the shipping method of choice.

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 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 upon delivery, you notice that your item that is defective, damaged or has missing parts, please take photos and/or video clearly illustrating the problem. Email us ([email protected]) and attach your photos/video as soon as possible – ideally within 3 business days of receiving your delivery.


If a fault occurs within 12 months of purchase, please take clear photos and/or video illustrating the problem and contact us as soon as possible. We 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 issue of the quote.
  7. 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: