Warranty


Remotian warranty and returns


This Warranty and Returns agreement applies to products purchased from Remotian and should be read in conjunction with our Sales Terms & Conditions.

 

1. Remotian warrants that the products we supply will be free from defects in material and workmanship for a period of 12 months from the date of delivery. This is known as the “Standard Warranty”. The battery life of our Products is specifically excluded from the Standard Warranty because it depends on how the Products are used. 

 

2. The warranty can be extended to a period of 5 years from the date of delivery for a fee at the time of purchase.  This is known as the “Extended Warranty”. The battery life of our Products is specifically excluded from the Extended Warranty after a period of 12 months from the date of delivery.

 

3. If purchasing an Extended Warranty, ensure the number of warranties purchased matches the number of products covered by that warranty.  The number of Extended Warranties honoured will be limited to the number of valid Extended Warranties purchased.

 

4. This warranty is expressly limited to the repair or replacement of defective product. If the product is defective within the terms of the warranty then Remotian will repair or replace the defective parts.

 

5. This warranty does not cover scratching, scuffing or other cosmetic damage that may result from normal use of the product.

 

6. This warranty does not cover damage caused by vandalism, acts of nature or any other event beyond the control of Remotian.

 

7. Defects arising from intentional damage or incorrect installation or misuse will void this warranty.

 

8. Liability for incidental or consequential damages is excluded to the extent permitted by law.

 

9. This warranty does not extend to parts, materials or equipment not manufactured by Remotian, in respect of which the buyer shall only be entitled to the original manufacturer’s warranty or guarantee.

 

10. Remotian warrants that it has title to and the unencumbered right to sell the Products.

 

11. It is your responsibility to ensure and satisfy yourself that the Products you order from us are suitable for the purpose for which you intend to use them. We cannot and do not make any representation or warranty as to the suitability or fitness of the Products for any particular purpose. If you have a specific requirement for the use of the Products, or are unsure as to the suitability of the Products for your purpose, you should check this with us before purchasing the Products.

 

12. We encourage you to return faulty items to us because we recognise it is in our mutual interests to deal with such issues quickly and satisfactorily. However, you must follow our RMA (Returned Merchandise Authorisation) process.

 

13. Returned items must be securely packaged, undamaged and unaltered.

 

14. Upon receipt of the returned items, Remotian will inspect them for compliance with the above conditions for proper return. If we receive returned equipment without an RMA and/or in a condition other than described above we reserve the right to reject the return.

 

15. All items are returned at the customers risk and expense.

 

16. All items returned must be done so within 15 working days of the return being authorised.

 

17. An individual return request is required for each line item, but multiple returns should be consolidated into a sensible minimum number of shipments to reduce packaging and transportation waste.

 

18. An RMA is initiated and managed using the online shop; please follow the instructions.

 

19. The RMA process differs between Trade and Customer accounts, both processes are detailed below. 

 

For Trade accounts:

 

-          A return request is initiated through the eShop from the account holders Order History or the Returns page.

-          A replacement is sent so that the unit can be replaced in one visit and the account holder is notified by email.

-          This notification supplies the account holder a Return ID number (the RMA).

-          The faulty unit is replaced and the faulty unit sent back with the Return ID clearly written on the packaging and delivery note.

-          Remotian inspects the returned item:

o    If faulty the return is Complete and the Return Status updated, notifying the account holder it is Complete.

o    If the unit shows abuse the account holder is notified by email (Customer Damaged) and is billed for the replacement, including shipping.

o    If the unit is fault free it’s returned and the account holder is notified by email (No Fault Found) and is billed for the replacement, including shipping.

o    If the unit is not returned the account holder is notified by email (Faulty Unit Not Returned) and is billed for the replacement, including shipping.

 

For Customer accounts:

 

-          A return request is initiated through the eShop from the account holders Order History or the Returns page.

-          The account holder notified via email.

-          This notification supplies the account holder a Return ID number (the RMA).

-          The account holder can order a replacement and include the Return ID number in the order comments when paying.

o    This order will be refunded when the faulty unit is returned.

-          The faulty unit is sent back with the Return ID clearly written on the packaging and delivery note.

-          Remotian inspects the returned item:

o    If faulty and a replacement was ordered as detailed above, the account holder is refunded for that purchase and the Return Status updated, notifying the account holder it is Complete.

o    If faulty and no replacement was ordered a replacement is sent out and the Return Status updated, notifying the account holder it is Complete.

o    If the unit shows abuse the account holder is notified by email (Customer Damaged), the unit will not be replaced and the return is closed.

o    If the unit is fault free the account holder is notified by email (No Fault Found), the unit is sent back and the return is closed.

§  Remotian reserves the right to withhold returns of No Fault Found units if it believes that the returns process is being abused.