Warranty
Our goods and services come with guarantees that cannot be excluded under the Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us, and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Warranty Periods
- OBF/DOA – 14 days
- Warranty – 12 months
- Matrix/CEL-FI Warranty – 24 months
- Towers & Masts - 12 months - Please be advised that change of mind refunds are not permitted for this product
- Matrix Extended Warranty – additional 24 months
- Blackhawk Antennas Warranty – 5 years
- Ruijie Reyee– 3 years
- Ruijie Enterprise - 5 years
- Robustel – 24 months
- myinsight.io - as agreed (product may be beta models and utilised purely for Proof of Concept)
Dead on arrival (DOA) / Out of box failure (OBF) policy
Comms Warehouse Telecommunications offers a 14-day Out-of-Box failure policy. All units in which a manufacturing defect appears within 14 days of purchase by the end-user will be defined as a DOA as long as they meet all of the following criteria:
- No physical or liquid damage can be found on the unit. (Damaged power sockets are not classified as warranty returns.)
- No modification or improper attempted repair has been made to the unit by anybody other than an approved Comms Warehouse repair agent.
- No damage has been made due to use of incorrect voltage supply/source.
- No more than 14 days have elapsed since purchase date.
Proof of purchase
Proof of purchase is required for every OBF/DOA and Warranty return units.
OBF/DOA Return procedure
The reseller or the end-user would complete a technical support ticket to register the fault. The ticket register option can be found on the top right of the Comms Warehouse website. Comms Warehouse's technical support team will determine if the fault is due to a manufacturing defect or other. If the unit is classified as a DOA Comms Warehouse will generate an RA# (Returns Authority) number and email a Return Authorisation Form to the person returning the unit. The dealer or the end-user arranges to return the faulty unit to Comms Warehouse via Comms Warehouse's nominated courier. (Comms Warehouse will cover the freight cost for the return of DOA and under-warranty products. Comms Warehouse will not pay for returns sent via couriers other than those nominated by Comms Warehouse.) The following items need to be sent back to Comms Warehouse:
- All accessories that accompany the product.
- The complete sales package where possible.
- Proof of purchase.
- The completed Return Authorisation Form with RA# number.
Comms Warehouse will then test the unit. If no fault is found the unit will be sent back and the freight charge will be forwarded to the customer/dealer.
If the unit is faulty, a replacement will be sent to the customer/reseller. If no replacement unit is available a Comms Warehouse repair agent will attempt to repair the unit at no cost to the end-user. If the unit cannot be repaired a credit will be issued.
Restocking Fee
Comms Warehouse may charge a restocking fee of up to 40% if the returned product has been opened, used or the packaging is marked.
Warranty return procedure
The client raises a technical support ticket - this option can be found at the top right hand of the Comms Warehouse website. The Comms Warehouse technical support team will determine if the fault is due to a manufacturing defect or other. If the unit is classified as a warranty repair Comms Warehouse will generate an RA# (Return Authority) number and email a Return Authorisation Form to the person sending back the unit. The dealer or the end-user arranges to return the faulty unit to Comms Warehouse. The following items need to be returned:
- The complete sales package where possible.
- Proof of purchase.
- The completed Return Authorisation Form with RA# number.
Comms Warehouse will then test the unit. If no fault is found the unit will be returned to the sender and a freight cost will be charged.
If the unit is faulty it will be sent to Comms Warehouse's repair agent. Comms Warehouse will cover the repair cost providing the unit passes all the criteria outlined in the warranty policy section.
If the unit is irreparable, a replacement will be sent to the customer/dealer. If Comms Warehouse cannot provide a replacement within a reasonable time a credit will be issued to the client.
Faulty units outside the warranty period
If your faulty unit is not covered by warranty we can still attempt to repair it. Repair charges are based on time and parts plus freight. A repair quote costs $45.
Comms Warehouse
16/511 Olsen Avenue
Southport QLD 4215