TP-LINK Replacement & Warranty

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Warranty & Replacement

Dear Customers,

Thank you very much for purchasing TP-Link products. In order to protect your rights and interests, please read the following Warranty Policy carefully.

  1. Limited Warranty
  2. Warranty Period
  3. Replacement Procedure
  4. Appendix

Limited Warranty

TP-Link Australia Pty Ltd (TP-Link Australia) provides a limited warranty on all eligible TP-Link products originally purchased in Australia or New Zealand from an authorised retailer. The limited warranty covers failures due to defects in material or workmanship on the primary device, antenna, and external power supply. Packaging, software products, and technical data are not covered under the limited warranty. The limited warranty does not extend to uninterrupted or error-free operations. Purchase receipt from an authorised retailer and a complete product serial number is required to receive any services guaranteed as part of the limited warranty. 

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. 

Conditions that disqualify products from the limited warranty include, but are not limited to:

  • any defects or damage caused by abnormal use, including but not limited to:
    • any defects or damage caused by accidents, improper installation or maintenance, misuse (including failure to follow product documentation), neglect, disassembly, alterations to the hardware or supporting setting files, service or repair or maintain by other than TP-Link Australia authorized technicians, and external causes such as, but not limited to, natural disaster (e.g. lightning, flood, earthquake, etc.), water damage, extreme thermal or environmental conditions;
    • any defects or damage caused by software, virus or improper use of self-made, non-public or third party/open source software;
    • any unauthorised obliteration or tearing up of the product barcode; or
    • any product with obvious hard object damage, fissure, broken legs, exposed core, severe deformation, or any other similar damage;
  • any defects or damage caused by normal tear or wear which does not impact the normal use of the product by a normal standard;
  • any defects caused by transportation or loading during returning voyage;
  • any defects you knew of or were made aware of before you bought the product; or
  • any other defects that are not caused by workmanship or product quality.
 

Warranty Period

TP-LINK Australia provides a 3-Year warranty to Home Products, 5-Year warranty to Business Products, 1-Year to other products from the date of purchase of the products by an original purchaser from an authorised retailer. If you have questions about warranties on new TP-Link products, select a product list below.

Product type
TP-Link Home Products 3-Year
TP-Link Business Products 5-Year**
TP-Link Outdoor Products

3-Year

TP-Link Smart Products 2-Year***
Other TP-Link Products 1-Year

* The Warranty Period is calculated starting from the date of the original purchase of the products from an authorised retailer. The Warranty Period does not renew or recalculated at the time of repair or replacement. The original date of purchase will apply to repaired or replacement products. 

**Starting from January 21, 2019, TP-Link Australia provides a 5-Year Limited Warranty on our Business Products, subject to the following conditions:
a. TP-Link Australia will honour the 5-Year Limited Warranty for all Business Products originally purchased from an authorised retailer on or after January 1, 2017. Purchases prior to January 1, 2017, with obtaining the 3-Year Limited Warranty.


b. External power supplies, modules and other accessories may be covered under a different warranty coverage than the host device(s). Please refer to TP-Link Accessories for more information.

***TP-Link Australia will honour the 3-Year Limited Warranty for all TP-Link Smart Products originally purchased from an authorised retailer or reseller if the packaging states the warranty is for 3 years.

Replacement Procedure

You will be responsible for shipping charges, insurance, transportation-related and other expenses incurred in claiming the warranty from TP-Link Australia.
If you return out-of-warranty products or products under warranty that is determined not to conform to this warranty, you will be responsible for all return shipping and other transportation-related expenses.
If the product is found to be defective and is covered by the TP-Link Australia limited warranty, the consumer can request a product repair or replacement as follows:

Normal Replacement

To request warranty service in Australia and New Zealand, you need to process TP-LINK’s RMA program by following the steps below.

Step 1: Call the Toll-Free hotline. Australia: 1300 875 465/ New Zealand: 0800 875 465.
The customer is required to perform troubleshooting with TP-LINK technical staff to receive a case number.

For additional methods of technical assistance please visit: http://www.tp-link.com.au/support-contact.html 

Step 2: Procure the replacement item from the reseller which you originally purchased the product by providing the faulty goods, the case number and the purchase receipt.
 

Normal Replacement to Retailer Store

To request warranty service in Australia and New Zealand, you need to process TP-Link’s RMA program by following the steps below.

Step 1: Call Toll-Free hotline. Australia: 1300 875 465/ New Zealand: 0800 875 465.

The consumer is required to perform troubleshooting with TP-Link technical staff to receive a case number.

For additional methods of technical assistance, please visit https://www.tp-link.com/au/support/rma/.

Step 2: Procure the faulty product to the retailer where the product was originally purchased from by providing the faulty product with a complete serial number, the case number and the purchase receipt.

Alternative Replacement

If the retailer store no longer accepts your claim, you may process it through TP-Link's RMA program by following the steps below. We do not accept any warranty claims without a case number and purchase receipt.

Step 1: Call Toll-Free hotline. Australia: 1300 875 465/ New Zealand: 0800 875 465.

The consumer is required to perform troubleshooting with TP-Link technical staff to receive a case number.

For additional methods of technical assistance, please visit http://www.TP-Link.com.au/support-contact.html.

Step 2: Post the faulty product with a complete serial number, case number, purchase receipt and the attached TP-LINK Australia Product Repair and Replacement Form to TP-LINK Australia at the address below:

Company Name: TP-LINK Australia Pty Ltd

Business Address: Unit 4, 9-11 South Street, Rydalmere, NSW, Australia

Contact Number: 1300 875 465

Step 3: Once the faulty product is received by TP-Link Australia, TP-Link Australia or its distributors will inspect the faulty product and may ship back a repaired or replacement product. Consumers will be informed of a tracking number. This process is usually performed within 3-5 business days excluding delivery times.

The warranty period shall not be extended and is to be calculated from the product's original date of purchase from an authorised retailer.

How Consumer Law Relates To This Warranty

The benefits to the consumer given by the warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which the warranty relates.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
 

Appendix:

Warranty service stated above is only valid for products sold in Australia or New Zealand by authorised retailers only. Any other additional warranty service agreed at the time of purchase shall only be effective based on the contract signed by TP-Link Australia.
Any warranty service made by the suppliers is beyond this warranty policy, TP-Link Australia shall not be held liable. Please obtain documents during purchase to be honoured by the supplier.
If there is any direct or indirect damage other than TP-Link product’s own fault that prohibited the product from functioning normally, TP-Link Australia shall only be liable for the duties stipulated by the state law.
TP-Link Australia shall neither, on any account, respond to any loss caused by damage such as improper use of applications and configurations, nor respond to any accusation put forward by a third party.
Remarks:  TP-Link Australia reserves all rights including interpretation and modification to this warranty policy.
TP-Link Australia does not provide international warranty service.  Your TP-Link product is only covered by the warranty policy of the country where the product was originally purchased.  If you need to ship your product back to the country where you originally purchased the product for warranty services, you will need to pay for both ways of the shipping fees.
For more information, please send an email to support.anz@TP-Link.com. 

 

 

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