Warranty Policy

    Warranty Policy

    Last updated: 23 March 2026

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

    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.

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

    1. Warranty Period

    Unless otherwise specified in writing:

    • All equipment supplied by CustomLink includes a 12-Month Parts-Only Warranty from the date of supply or purchase
    • All on-site installation services supplied by CustomLink include a 12-Month Labour-Only Warranty from the date of installation

    The warranty is available only to the original purchaser and is not transferable.

    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 means the product must be returned for assessment, repair, replacement, or refund in accordance with this policy.

    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
    • Charges will apply for additional labour, removal, reinstallation, or travel time
    • 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

    Our warranty is limited to repairing, replacing, or refunding faulty items at our discretion, subject to the Australian Consumer Law.

    Return freight costs are not included unless the returned goods are confirmed faulty under warranty.

    Products must not be returned without prior claim approval and issued return instructions. Items returned without authorisation will not be processed, and CustomLink is not responsible for recovering, redirecting, or locating items returned without prior authorisation.

    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.

    Proof of purchase is required for all warranty claims.

    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:

    • Warranty is Back-to-Base only
    • On-site labour is not included
    • CustomLink does not provide on-site removal, disconnection, or reinstallation
    • The installing contractor remains responsible for all physical installation work

    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 is not responsible for:

    • Work Performed By Other Trades
    • Alterations Made After Final Setup Or Handover
    • Network Or Internet Service Issues
    • Power Supply Instability
    • Environmental Factors
    • Third-Party Equipment Or Integrations Outside CustomLink’s Installation Scope

    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

    All warranty claims must be lodged with CustomLink before any product is returned.

    Products must not be returned without prior claim approval and issued return instructions.

    Unauthorised returns will not be processed.

    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 confirmed faulty, the item will be repaired, replaced, or refunded at our discretion
    • If no valid hardware fault is identified, the product will be returned

    Return freight and handling charges may apply where no valid warranty fault exists.

    Advance Replacement

    Optional Fast-Track

    Advance Replacement is optional and not mandatory.

    • 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 product is not confirmed faulty or is damaged outside warranty conditions:

    • No Refund Will Be Issued

    Failure to return the faulty product within 14 days voids eligibility for a refund.

    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.

    CustomLink is not responsible for system downtime during manufacturer testing.

    5.5 Determination of Fault

    CustomLink will assess product condition and warranty eligibility, and manufacturer findings will apply where manufacturer assessment is required.

    5.6 Non-Warranty Findings

    Warranty claims may be declined where:

    • No Proof Of Purchase Is Provided
    • No Hardware Fault Is Identified
    • Configuration Or Installation Errors Are Identified
    • The Product Has Been Modified
    • Physical Damage Is Present
    • The Issue Falls Outside Warranty Conditions

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

    6. Warranty Limitations

    To the extent permitted by law, CustomLink is not liable for:

    • Indirect Or Consequential Losses
    • Loss Of Profits
    • Loss Of Data Or Recordings
    • Environmental Damage
    • Third-Party Installation Defects
    • Labour Costs Incurred By Third-Party Installers
    • Power Surges Or Lightning Damage
    • Internet Or Network Service Interruptions

    CustomLink is not responsible for system downtime, business interruption, consequential losses, or indirect damages arising from product faults, warranty assessment, or manufacturer testing.

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

    Liability is limited, at CustomLink’s discretion and subject to law, to:

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

    Nothing in this policy excludes rights provided 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 timeframes and findings determine final eligibility where applicable.

    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: