Warranty and Returns – Terms and Conditions

The following terms and conditions relate to the warranty of Neltronics products purchased within Australia and New Zealand only. For warranty conditions for Neltronics product purchased outside of Australia and New Zealand, please refer to the terms and conditions that accompanied your product or refer to your place of purchase.

Consumer Product Warranty

When you purchase a Neltronics product, you have the peace of mind in knowing that your product is covered by Neltronics’ Standard Warranty. The Neltronics Standard Warranty is provided by Neltronics Australia Pty Ltd (ABN 69 609 357 486), 4/50 Jersey Street, Jolimont WA (for Australian purchases) and Neltronics New Zealand Ltd (NZBN 9429042071907), 2/35 Miro Street, Taupo New Zealand (for New Zealand purchases).

General Terms and Conditions

1.1 The benefits given to you in Neltronics’ Standard Warranty are in addition to other rights and remedies you have under law in relation to the products to which Neltronics’ Standard Warranty relates. The following statement only applies to Australian purchases: 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.

1.2 Subject to section 1.1 and the terms below, as your Standard Warranty, Neltronics agrees to repair or replace at Neltronics’ cost, and any Neltronics accessory supplied with the product, purchased by you in Australia or New Zealand from a Neltronics Authorised Dealer when the product does not perform in accordance with the manufacturer’s specifications during the Warranty Term specified for the product in the warranty ‘Table 1’, commencing from the date of purchase. Special Conditions apply under the Standard Warranty to some products as identified in Table 1.

1.3 To make a claim under the Standard Warranty you will need to:

a) In Australia, contact the Neltronics on (08) 9383 7833 to register your claim and provide the details to enable Neltronics to assess the claim. For warranty claims in New Zealand call 7378 4814.

(b) Provide or make the product available to Neltronics or a Neltronics Authorised Service Centre or as otherwise agreed with Neltronics. If you are required to return the product to a Neltronics Authorised Service Centre, Neltronics will provide details of the centre to you. To find the nearest Neltronics Authorised Service Centre, either contact Neltronics Australia on (08) 9383 7833 or Neltronics New Zealand on 7378 4814.

(c) Please note, you will need to submit proof of purchase (e.g. bill of sale, invoice or purchase receipt) with your claim.

1.4 Products presented for repair may be replaced by refurbished products of the same type rather than being repaired. Refurbished parts may be used to repair the products. Replacement of the product or a part does not extend or restart the Warranty Term.

1.5 If the product presented for repair is capable of retaining user-generated data, you are advised that repair of the product may result in loss of the data.

1.6 The product will be at the owner’s risk whilst in transit to and from the Neltronics Authorised Service Centre, unless transported by Neltronics or its authorised representatives.

1.7 Neltronics will bear the expense of return freight of the repaired or replacement product, where transported by Neltronics or its authorised representatives. Any other expense of claiming the warranty will be borne by you.

1.8 Neltronics and its Authorised Service Centres may seek reimbursement of any costs incurred by them when the product is found to be in good working order, including freight costs of returning the product to you.

1.9 Items returned that are not found to be faulty will incur a 5% retesting and restocking fee. Missing parts will be charged for to make the product complete. Charges incurred will be deducted from the credit amount where applicable. This also applies to the crediting of items that have been replaced in advance.

1.10 Items returned because of a change of mind will incur a 5% restocking fee. Change of mind returns must be complete with all packaging. Missing parts will be charged for to make the product complete. Charges incurred will be deducted from the credit amount where applicable.

General Exclusions and Limitations

To the full extent permitted by law, but subject always to 1.1, the Standard Warranty will not apply:

2.1 If the product has not been installed, operated, maintained or used in accordance with the manufacturer’s instructions or specifications provided with the product.

2.2 If the factory-applied serial number has been altered or removed from the product.

2.3 To damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, mis-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, the operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product.

2.4 To damage arising during transportation, installation or while moving the product, or to any transportation costs of the product or any parts thereof to and from the owner, unless otherwise specified in these Warranty Terms.

2.5 To any third-party software or hardware not contained in the product as originally configured by the manufacturer.

2.6 To any failure, to the extent that the failure is not a failure of the product to perform in accordance with its specifications.

2.7 To replacement or repair of any (1) consumables (including batteries, projector lamps and cables), or (2) lost parts or accessories.

2.8 To service of any product whilst it is outside Australia and New Zealand.

2.9 To the normal incidence of off-coloured or dark pixels in LCD and OLED screens as described in the User Manual for the product. Neltronics will only repair or replace the product if there are (a) 8 or more dark pixels in the screen (unless 2 or more are adjoining dark pixels) or (b) 2 or more bright pixels in the screen.

2.10 To the full extent permitted by law but subject always to section 1.1:

2.11 Neltronics will not be liable for any loss, damage or alterations to (1) third party hardware or software; or (2) programs, data or information stored on any media or any part of the product, no matter how occurring; or (3) for any loss or damage arising from loss of use, loss of profits or revenue, or for any resulting indirect or consequential loss or damage.

2.12 Goods held by Retailers and Dealers will not be entitled to warranty after 36 months of purchase from Neltronics. This is deemed to be adequate warranty under the ACCC and Consumer protection laws. It cannot be determined whether the goods have been stored and held in suitable conditions by the Retailer or Dealer.

TABLE 1 – Consumer Standard Warranty Terms and Special Warranty Conditions

PRODUCTWARRANTY TERMSPECIAL WARRANTY CONDITIONS
All Neltronics products except as listed below1 YearN/A
Nesa Reversing Cameras and Reversing Monitors/Mirrors3 Years N/A
Fleetminder GPS Tracking Products1 YearWarranty will cover the term of the initial tracking period - up to 5 years. If initial period is 3 or 6 months, 12 months warranty will apply
Escort Max CI International3 Years3 year warranty only applies if installed by a professional installer. Proof of professional installation must be provided (in form of invoice which shows installers business details including ABN). 12 month warranty applies as standard if no proof of professional installation is provided
All other Escort and Beltronics Radar Detectors1 YearN/A
For further details or to find your nearest Neltronics Authorised Service Centre please contact:
Australia – (08) 9383 7833 or
New Zealand – 7378 4814

Dealer Returns Procedure

Removal, refit and freight costs for return goods are not covered under warranty.

Return of Faulty Goods

  1. Contact your state sales rep or reception on Ph: (08) 9383 7833 or fax: (08) 9383 7933 describing the model, fault and invoice number of the faulty product.
  2. A Neltronics representative will create an RA (Return Authority) and advise the best return method. A FREE return service is offered by returning goods to your state rep.
  3. Fill in an RA form (click here) and return the completed form with the goods either to your state rep, or to our head office by the advised method.
  4. DO NOT send goods back using Neltronics accounts without authorisation as freight conditions must be met to suit our various account types. Unauthorised use will be recharged to the dealer.
  5. Ensure paperwork accompanies the goods to avoid delays and possible costs.

Advance Replacement Goods

  1. Neltronics may at times offer an advance replacement of stock to lessen the burden to the end user. This service is at the discretion of the sales managers and is designed for DOA products rather than used products. Note that any products found not qualifying as DOA will be repaired/replaced and returned to the store as dealer stock. This should be considered when offering the customer an advance replacement.
  2. The risk that the warranty may be rejected remains with the store so it is important that you have tested the goods and checked the installation prior to replacing the product.
  3. Advance replaced goods are invoiced to the store including freight. A credit is issued upon receipt of complete DOA stock.

Warranty registration