Warranty Policy

    Warranty Policy

    Last updated: 8 October 2026

    CustomLink provides warranties in accordance with the Australian Consumer Law and the applicable manufacturer’s terms.

    Australian Consumer Law

    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:

    • 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 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.

    The benefits provided by this Warranty Policy are in addition to any other rights and remedies available to the Customer under the Australian Consumer Law or other applicable law.

    Warranty Claim Details

    Warranty claims may be submitted using the Warranty Claim Form available on the CustomLink website or by contacting:

    CustomLink Pty Ltd
    PO Box 3007
    Darra QLD 4076
    Australia
    Phone: 1300 122 520
    Email: sales@customlink.com.au

    Please provide:

    • reasonable proof of purchase;
    • product model and, where available, serial number;
    • a description of the fault or issue;
    • relevant photographs, screenshots or videos where requested; and
    • contact details for the person lodging the claim.

    CustomLink will advise the applicable troubleshooting, return or assessment process after receiving the claim.

    For goods that can reasonably be posted or returned, the Customer may initially be required to pay the reasonable cost of returning the product to CustomLink for assessment. Where the product is confirmed to have a fault covered by the applicable warranty or where reimbursement is required under the Australian Consumer Law, CustomLink will reimburse reasonable return costs. To claim reimbursement, please provide evidence of the reasonable return expense to CustomLink at sales@customlink.com.au.
    Where faulty goods are large, heavy, installed or otherwise difficult to return, CustomLink will arrange or pay for collection or transportation where required under the Australian Consumer Law.

    This Warranty Policy outlines warranty periods, warranty types, claim handling, and key limitations.

    1. Warranty Period

    Unless otherwise specified in the quotation, product listing, Manufacturer Warranty Guide, or other written documentation provided at the time of purchase:

    • CustomLink's voluntary product warranty is 12 months from the date of supply or purchase.
    • Some products include a longer warranty period, such as 24 months or 36 months, where specifically stated.
    • On-site installation workmanship supplied by CustomLink includes a 12-month labour/workmanship warranty from the date of installation unless otherwise stated.

    Where a longer warranty period is specifically stated for a product or project, that stated period applies.

    Any CustomLink voluntary warranty applying only to the Original Purchaser is subject to rights and remedies available under the Australian Consumer Law.

    2. Warranty Types

    2.1 Back-to-Base Warranty

    Unless otherwise specified in a written installation agreement, equipment supplied by CustomLink is covered on a Back-to-Base basis.

    This generally means the product must be returned to CustomLink for assessment before a warranty remedy is determined. Return arrangements and costs will be handled in accordance with this Warranty Policy and the Australian Consumer Law.
    Where Australian Consumer Law requires CustomLink to arrange or pay for collection or transportation of faulty goods, CustomLink will do so.

    2.2 On-Site Swap-Over Warranty

    Unless otherwise specified, the On-Site Swap-Over Warranty covers a straight swap-over after testing.

    Unless explicitly included in writing:

    • No labour is included for disconnecting or removing equipment from its installed location
    • Additional labour, removal, reinstallation or travel charges may apply where these services are outside the applicable warranty scope, unless CustomLink is required to provide them without charge under the Australian Consumer Law.
    • On-site attendance under this warranty type applies only where CustomLink performed the original installation under a written installation agreement

    2.3 On-Site Replacement Warranty

    Unless otherwise specified, the On-Site Replacement Warranty includes removal and replacement of equipment at its original installation location.

    This applies only where CustomLink performed the original physical installation under a written installation agreement that specifically includes on-site replacement coverage.

    3. Goods Supplied by CustomLink

    CustomLink warrants that goods supplied by us will be free from defects in materials and workmanship for the applicable warranty period, subject to:

    • Normal Use
    • Proper Installation
    • Compliance With Manufacturer Specifications

    Under CustomLink's voluntary warranty, an applicable remedy may include repair, replacement or refund, depending on the circumstances and the applicable warranty terms.
    Where the Australian Consumer Law gives the Customer the right to choose a particular remedy, including a refund or replacement for a major failure, that statutory right takes precedence over the voluntary warranty process.

    Return arrangements, freight costs and any reimbursement of reasonable claim expenses will be handled in accordance with the Warranty Claim Details above and the Australian Consumer Law.

    Customers should lodge a warranty claim and obtain return instructions before sending products to CustomLink. Products returned without prior authorisation may experience processing delays or may need to be redirected to the appropriate assessment location.
    This requirement does not limit any rights or remedies available under the Australian Consumer Law.

    Replacement timing, including Advance Replacement dispatch, is subject to stock availability and operational capacity. Same-day dispatch may be available where stock is held and the claim is approved during business hours.

    Reasonable proof of purchase may be required for a warranty or consumer guarantee claim. This may include a tax invoice, receipt, payment record, order reference, warranty record, or other reasonable evidence showing that the product or service was supplied by CustomLink.

    To submit a warranty claim, please complete the Warranty Claim Form available on our website.

    Installation by Third Parties

    Including Trade Partners

    Where goods are supplied by CustomLink but installed by a third party, including electricians, builders, security installers, or approved Trade Partners, CustomLink's voluntary warranty is Back-to-Base unless otherwise stated in writing.

    Under CustomLink's voluntary warranty:

    • On-site labour is not included
    • On-site removal, disconnection or reinstallation is not included
    • The installing contractor remains responsible for the physical installation work

    These limitations apply to CustomLink's voluntary warranty and do not limit any rights, remedies, collection or transportation obligations, or entitlement to compensation arising under the Australian Consumer Law.

    CustomLink may provide remote troubleshooting in accordance with our Support Scope & Service Guide and Remote Support Disclaimer & Terms.

    Remote assistance does not constitute acceptance of installation responsibility.

    4. Goods and On-Site Services Supplied by CustomLink

    Where CustomLink has supplied goods and performed on-site installation services directly under a written installation agreement, workmanship is covered for the applicable labour warranty period.

    If an issue arises:

    • Remote Assessment May Be Conducted
    • On-Site Attendance May Be Arranged Where Required
    • Replacement Of Confirmed Faulty Hardware Is Subject To Warranty Terms

    Labour warranty applies only to defects directly related to CustomLink workmanship.

    CustomLink's labour/workmanship warranty does not cover faults, damage or performance issues caused by:

    • Work performed by other trades
    • Alterations made after final setup or handover
    • Network or internet service issues
    • Power supply instability
    • Environmental factors outside CustomLink's installation scope
    • Third-party equipment or integrations outside CustomLink's installation scope

    These limitations apply to CustomLink's voluntary labour/workmanship warranty and do not limit any rights or remedies available under the Australian Consumer Law.

    5. Warranty Handling Process

    To ensure consistent and efficient handling of warranty matters, all claims are managed through the following process.

    5.1 Claim Submission

    Required

    Warranty claims should be lodged with CustomLink before products are returned so that the appropriate troubleshooting, assessment and return instructions can be provided.

    Claims may be submitted using the Warranty Claim Form on the CustomLink website or by contacting CustomLink using the contact details provided in this Warranty Policy.

    Products returned without prior return instructions may experience processing delays.
    Nothing in this claim procedure limits any rights or remedies available under the Australian Consumer Law.

    5.2 Remote Technical Assessment

    Strongly Recommended

    Before returning any product, CustomLink strongly recommends a remote technical assessment.

    Many reported faults are resolved through:

    • Configuration Correction
    • Firmware Updates
    • Network Adjustments
    • Installation-Related Rectification

    Remote assessment may help prevent unnecessary downtime, freight, and replacement delays.

    5.3 Replacement Pathways

    Standard Return for Assessment

    • The product is returned for inspection
    • Testing is conducted by CustomLink and/or the manufacturer
    • If a valid fault is confirmed, the appropriate remedy will be determined in accordance with the applicable voluntary warranty and Australian Consumer Law. This may include repair, replacement or refund. Where the Australian Consumer Law gives the Customer the right to choose the remedy, that right will apply.
    • If no valid hardware fault is identified, the product will be returned

    Where assessment confirms that no product fault or other matter covered by warranty or the Australian Consumer Law exists, reasonable return freight, inspection or handling charges may apply. Where such charges may be incurred, CustomLink will provide the Customer with a reasonable estimate where practicable before the relevant charge is incurred.

    Advance Replacement

    Optional Fast-Track

    Advance Replacement is optional and not mandatory.

    Advance Replacement is an optional commercial fast-track process and is separate from any repair, replacement, refund or other remedy available under the Australian Consumer Law.

    • Replacement will be dispatched as soon as reasonably practicable
    • Same-day dispatch may be available where stock is held and claim approval occurs during business hours
    • Dispatch timing is subject to stock availability and operational capacity
    • Replacement must be paid for upfront
    • The faulty product must be returned within 14 days
    • The returned product will be assessed upon receipt

    If confirmed faulty under warranty:

    • A Refund Or Credit Will Be Issued For The Replacement Unit

    If the returned product is not confirmed faulty under the applicable warranty, or the claimed fault resulted from damage or circumstances outside the applicable warranty:

    • No refund or credit will be issued for the replacement-unit payment under the Advance Replacement process, unless otherwise required by the Australian Consumer Law.

    Failure to return the product within 14 days ends eligibility for a refund or credit of the replacement-unit payment under the Advance Replacement process. This does not affect any rights or remedies available under the Australian Consumer Law.

    Advance Replacement does not include or guarantee same-day on-site attendance.

    Advance Replacement applies to hardware only and does not include labour for removal or reinstallation unless CustomLink performed the original installation under a written agreement that includes such coverage.

    5.4 Manufacturer Assessment

    Returned goods may be forwarded to the manufacturer for independent testing where required.

    Manufacturer assessment timeframes are outside CustomLink’s control.

    5.5 Determination of Fault

    CustomLink will assess the product condition and warranty eligibility. Where appropriate, CustomLink may obtain testing or technical findings from the manufacturer.
    Manufacturer findings may be considered as part of the assessment but do not remove or limit CustomLink's obligations as the supplier under the Australian Consumer Law.

    5.6 Non-Warranty Findings

    A claim under CustomLink's voluntary warranty may be declined where the claimed fault or issue:

    • Cannot be supported by reasonable proof that the product or service was supplied by CustomLink
    • Cannot be reproduced or no product fault is identified
    • Results from an installation or configuration error
    • Results from unauthorised modification of the product
    • Results from physical damage
    • Otherwise falls outside the conditions of CustomLink's voluntary warranty

    A finding that an issue falls outside CustomLink's voluntary warranty does not limit any rights or remedies that may independently apply under the Australian Consumer Law.

    Technical support remains available where required and may be charged in accordance with the applicable support terms.

    6. Warranty Limitations

    CustomLink's voluntary warranty does not cover faults, damage or performance issues caused by circumstances outside the applicable warranty, including where relevant:

    • Third-party installation defects
    • Unauthorised alterations or modifications
    • Physical damage or misuse
    • Power surges or lightning
    • Internet, network or telecommunications service failures
    • Environmental conditions outside product specifications
    • Third-party equipment or integrations outside CustomLink's supply or installation scope

    CustomLink's voluntary warranty does not include labour costs incurred independently through third-party installers unless expressly agreed in writing.

    Nothing in this section excludes or limits any liability, right or remedy that cannot lawfully be excluded or limited, including any entitlement under the Australian Consumer Law to compensation for reasonably foreseeable loss or damage resulting from a failure to comply with a consumer guarantee.

    Remote technical support does not transfer installation liability to CustomLink and does not replace the responsibilities of the installing contractor.

    Where CustomLink is legally entitled to limit a remedy under its voluntary warranty, the remedy may include:

    • Product Repair
    • Product Replacement
    • Refund Of The Purchase Price

    This limitation does not apply where the Australian Consumer Law gives the Customer a different or additional right or remedy, including the right to choose a refund or replacement for a major failure.

    Nothing in this Warranty Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

    7. Manufacturer Warranty

    Some products are subject to manufacturer warranties in addition to the rights available under Australian Consumer Law.

    Returned goods may be forwarded to the manufacturer for independent testing where required.

    Manufacturer assessment, warranty periods and technical findings may apply to a manufacturer's voluntary warranty.
    Where CustomLink supplied the product, any manufacturer warranty operates in addition to rights and remedies available against CustomLink under the Australian Consumer Law. Manufacturer assessment does not remove or limit CustomLink's obligations as the supplier where the Australian Consumer Law applies.

    For current manufacturer warranty periods, please refer to the Manufacturer Warranty Guide.

    8. Definition of Services

    “Services” or “On-Site Services” mean a CustomLink technician attending your location under a written agreement to install, repair, modify, or upgrade goods supplied by CustomLink.

    Attendance for consultation, configuration assistance, or technical support does not constitute acceptance of installation responsibility or on-site warranty labour coverage.

    These services are separate from CustomLink’s Remote Support services.

    Remote Support services include assistance provided by:

    • Email
    • Telephone
    • Remote Access Software
    • App-Based Tools
    • Other Approved Remote Methods

    Refer to our Support Scope & Service Guide and Remote Support Disclaimer & Terms for more information.

    9. Related Policies

    This Warranty Policy should be read together with the applicable: