Warranty Policy

    1. Unless otherwise specified, all equipment supplied by CustomLink includes 12 months parts only warranty from the date of
      supply or purchase.
    2. Unless otherwise specified, all onsite services supplied by CustomLink include 12-month labour only warranty from the date
      of supply or purchase.
    3. Back-To-Base warranty: Unless otherwise specified, customers are requested to return to the address provided by CustomLink for all equipment supplied and NOT INSTALLED by CustomLink.
    4. Onsite Swap‐Over Warranty: Unless otherwise specified, Swap‐Over Warranty only covers a straight swap over after testing. NO labour is included for disconnecting and/or removing from the installed location. Charges will apply for any additional travelling time.
    5. Onsite Replacement Warranty: unless otherwise specified, Replacement Warranty includes removing and replacing the equipment from its original installed location.
    6. Warranty is available to the first buyer only and is not transferable from one user to another.
    7. Services or onsite services means CustomLink technician coming directly to your location to repair, modify, upgrade or install the goods supplied by CustomLink or by you. These services are not related and do not include CustomLink's Remote
      Support services that provide remote support by email, telephone, a software or an app. Refer to our Remote Support Disclaimer for more information.

Goods Supplied by CustomLink

  • 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.

  • Our warranty is limited to replacing faulty items or parts and does not include return freight costs unless the returned goods are confirmed faulty. In such a case, we will refund your freight costs. If we cannot replace or repair your returning goods, we will issue a refund using your original payment method.

  • Unless specified under the Manufacturer's Warranty below, all new products purchased from CustomLink are covered by a back-to-base 12-month manufacturer warranty.

    A claim under warranty for repair or replacement must be made within the warranty period, which commences from the purchase date, with evidence of faults and proof of purchase.

    To submit a warranty claim, please complete the warranty claim form. Please also refer to our Return and Refund Policy for information on returns and refunds.

  • Once we receive your claim form, we will assess your claim, and if your claim is accepted, we’ll send instructions on how and where to send your package. We reserve the right to determine the condition and age of any returned goods before offering an exchange, refund, replacement,  repair, or compensation. This may also include forwarding the returned goods to the manufacturer for testing. If any items are deemed to have no valid claim under warranty, they will be returned to the customer.

    If your claim is not accepted, we will let you know why and what you can do next. There can be several reasons why your claim is not accepted, and this can be because there is no valid proof of purchase, insufficient information or evidence of fault, or a setting or firmware upgrade will fix the issue, which our tech support team can assist you with free of charge.

Onsite Services Supplied by CustomLink

  • Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

    1. to cancel your service contract with us; and
    2. to a refund for the unused portion, or to compensation for its reduced value.

    You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

  • Unless specified, all onsite services by CustomLink carry a minimum of 12 months of warranty. If anything goes wrong with our services, CustomLink will attend the site and rectify the problem free of charge within the warranty period.

    All Warranty Service Calls will occur between 7am and 5pm, Monday to Friday, excluding Holidays. Any calls outside these hours will be charged at the penalty rates set by CustomLink.

    If the issue is found not caused by our services, charges will apply for the call‐out and/or any labour involved.

Goods & Onsite Services Supplied by CustomLink

  • Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

    1. to cancel your service contract with us; and
    2. 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 a 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.

  • Unless specified, all onsite services and goods supplied by CustomLink carry a minimum of 12 months of warranty. If anything goes wrong with the goods and/or services we provided, CustomLink will attend the site and rectify the problem free of charge within the warranty period.

    All Warranty Service Calls will occur between 7am and 5pm, Monday to Friday, excluding Holidays. Any calls outside these hours will be charged at the penalty rates set by CustomLink.

  • CustomLink reserves the right to refuse any work if it is deemed unsafe to disconnect or remove from its installed location.

    If the product is found not faulty, physically defective or a burnt case, charges will apply for the call‐out and/or any labour involved. 

    If the product is found physically defective or a burnt case, it will be treated as out of warranty and can only be repaired on a chargeable basis.

    If the issue is found not caused by our services, charges will apply for the call‐out and/or any labour involved. 

    If the product is beyond repair, CustomLink will provide an equivalent or upgraded product . CustomLink will issue a Credit Note if the product is unavailable, depending on the year of use or current market price, whichever is applicable.

  • Please note that the warranty cover for the goods and onsite services differs, as shown in the example below.

    CustomLink supplied and installed a Paradox alarm system with a 2-year manufacturer warranty on parts and a 12-month CustomLink warranty on labour. 

    • Suppose something goes wrong with the system caused by the parts and/or workmanship within the first 12 months. CustomLink will attend the site and rectify the problem, including replacing any parts if required, free of charge. 
    • Suppose something goes wrong with the system caused by the parts and/or workmanship between 12 and 24 months. CustomLink will attend the site and rectify the problem, including replacing any parts if required, and you will be charged for the labour. No payment is needed for the replacement of parts, if any.

    If the system above also comes with a 12-month extended warranty on labour, and if anything goes wrong with the system caused by the parts and/or workmanship within the first 24 months, CustomLink will attend the site and rectify the problem, including replacing any parts if required, free of charge.

Warranty Limitations

  • Under no circumstances is the company liable for loss directly or indirectly for a third party, or any claims against customer for losses or damages, records, information, data or economic consequential damages, including lost profits.

  • Other service providers’ problems are not covered under product repair or replacement.

  • In all warranty cases, warranty doesn’t apply to the product if: 

    1. Original serial number is removed or altered from the product or cabinet modification.
    2. Cracked glass panel or damage is caused by too much pressure exerted on products like LCD and Touch screens.
    3. Cracks or damage on plastic parts.
    4. Defects or damage due to non‐recommended software added by the customer, virus attacks, or incorrect installation, including upgrade of incorrect firmware.
    5. The products are not used as instructed or per the user’s manual.
    6. Any defects are caused by abnormal voltage, power surges, lightning, or natural disasters.
    7. The conditions of the premises where the product is kept do not conform to the machine's recommended operating conditions.
    8. Parts requiring replacement are due to normal wear and tear, corrosion, rust, stains, etc.
    9. The product has been modified, serviced or repaired by anyone other than CustomLink.
    10. Any circumstances where the user exposes the products to water.
    11. Damage due to incorrect fitting of parts or accessories

Manufactuer's Warranty

    Manufacturer Warranty

    Product Manufacturer Warranty (month) Product Manufacturer Warranty (month)
    Batteries 6 Ness 36
    Dahua 36 Panasonic 36
    Centsys 24 Paradox 36
    FAAC 24 Takex 36
    Hikvision 36 TP-Link 36
    HiLook 36

    Inner Range 24

    Hanwha 36