This Warranty Policy explains the voluntary warranty provided by advanceIP for eligible Products, how warranty claims are assessed, and the remedies available. It should be read together with our Terms & Conditions and Shipping & Returns Policy.
advanceIP is operated by Advance Netsolutions Pty Ltd. Unless a Product, quotation or manufacturer warranty states otherwise, eligible Products distributed by advanceIP are covered by a 12-month voluntary warranty from the purchase invoice date, subject to the terms below.
This voluntary warranty is additional to any rights and remedies that cannot be excluded under the Australian Consumer Law (ACL). Consumer guarantee rights may continue for longer than the stated warranty period, depending on the Product and circumstances.
1. Warranty Provider Details
Warranty provider: Advance Netsolutions Pty Ltd trading as advanceIP
Perth office: Unit 3, 36 Truganina Road, Malaga WA 6090
Telephone: 1300 169 848
Email: info@advancenet.au
Returns must not be sent without prior Return Authorisation. The return address supplied with an approved RA/RMA may differ from the office address above.
2. Australian Consumer Law
Mandatory Australian Consumer Law Notice
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.
The remedies in this voluntary warranty do not replace or limit these rights.
If the ACL applies and a Product has a major failure, the customer may be entitled to choose a refund or replacement. For a minor failure, advanceIP may be entitled to provide a repair within a reasonable time.
3. 12-Month Voluntary Warranty
advanceIP warrants eligible Products distributed by it to be free from defects in materials and faulty workmanship under normal use and storage for a period of twelve (12) months from the date of the purchase invoice, unless a different warranty period is stated for the Product.
The warranty applies provided that:
- The Product has been installed, configured, operated and stored in accordance with the manufacturer’s user documentation, installation instructions and Product labelling.
- The Product has not been altered, opened, repaired or modified by an unauthorised person where that action caused or contributed to the fault.
- The Product has been used within its stated electrical, environmental and operating specifications.
- Reasonable proof of purchase can be provided.
If a covered defect occurs during the voluntary warranty period, advanceIP will assess the Product and, at its option and subject to applicable law, repair the Product, replace the Product or provide another appropriate remedy.
4. What This Voluntary Warranty Does Not Cover
To the extent permitted by law, this voluntary warranty does not cover faults or damage caused by:
- Improper, reckless, abnormal or unintended use, abuse, neglect or misuse.
- Installation, wiring, power supply, configuration or operating conditions that do not comply with the manufacturer’s requirements.
- Unauthorised repair, modification, disassembly or tampering that caused or contributed to the fault.
- Altered, removed or illegible serial numbers, model numbers or identification labels where this prevents reasonable verification of the Product or claim.
- Lightning, power surges, abnormal voltage, water ingress, fire, flood, severe weather, natural disaster or other external events unless the Product is specifically rated for those conditions and the event would ordinarily be covered.
- Accidental damage, impact or damage occurring while the Product is being transported by or on behalf of the customer to the service location.
- Malware, virus infection, unsupported third-party software, firmware or network configuration where it caused or contributed to the fault.
- Third-party accessories, peripherals, interfacing equipment, parts or supplies where they caused or contributed to the fault.
- Normal wear and tear, cosmetic deterioration or consumable items such as batteries, unless a failure is otherwise covered by applicable law or a specific Product warranty.
A warranty exclusion applies only to the extent that the excluded event or condition caused or contributed to the claimed fault.
Nothing in this section excludes rights that cannot lawfully be excluded.
5. Cosmetic Parts, Accessories and Consumables
The voluntary warranty generally does not cover scratches, cosmetic damage, paint deterioration, external plastic parts, batteries and other consumable or wear items resulting from normal use.
Accessories and peripherals supplied with a Product may have a different manufacturer warranty period.
Where an accessory itself is defective, applicable statutory rights and any specific manufacturer warranty still apply.
6. Software, Firmware and Configuration
Where a Product includes software or firmware, advanceIP does not warrant that every Product will be compatible with all third-party systems, networks, applications or future software versions unless compatibility has been specifically confirmed in writing.
Warranty assessment may include checking:
- Firmware versions
- Network settings
- Power requirements
- Third-party interfaces
- Product configuration
A configuration or compatibility issue that is not caused by a Product defect may not be covered by the voluntary hardware warranty.
This section does not exclude any guarantee or express representation that applies under law or was made by advanceIP in relation to a particular Product or disclosed purpose.
7. Warranty Period After Repair or Replacement
Where a Product is repaired or replaced under this voluntary warranty, the original warranty period continues for the remaining unexpired portion of the original 12-month period, unless a longer period is required by law or provided by the manufacturer.
Any repair or replacement does not reduce rights available under the Australian Consumer Law.
8. Warranty Claim Procedure
To request warranty service:
1. Contact advanceIP – Notify advanceIP of the suspected defect as soon as reasonably practicable. Providing notice within 7 days of discovering the issue is recommended because it can assist diagnosis, but this does not impose a time limit on statutory consumer rights.
2. Provide claim information – Provide the Product model and serial number, proof of purchase, a description of the fault and any relevant photographs, logs or configuration details reasonably requested.
3. Remote diagnosis – Our technical team may attempt to diagnose the problem remotely and may request reasonable troubleshooting steps. This can often resolve configuration or setup issues without returning the Product.
4. Obtain Return Authorisation – If a physical assessment is required, advanceIP will issue a Return Authorisation (RA/RMA) number and return instructions.
5. Return the Product – Package the Product securely using suitable outer packaging. Do not write on, tape or attach courier labels directly to the original manufacturer box. Where practical, use double-box packaging.
6. Return within the approval period – For returns under the voluntary warranty process, Products should normally be received within 10 Business Days after the RA/RMA is issued unless another period is agreed. This administrative period does not extinguish statutory rights.
9. Proof of Purchase and Warranty Registration
Customers may register eligible Products using advanceIP’s available warranty registration process within 10 days of purchase where offered.
Registration can help us locate Product and purchase details quickly.
If a Product has not been registered, reasonable proof of purchase, such as a dated invoice, receipt or other transaction record, will normally be required before warranty service is provided.
Failure to register does not remove rights that exist under the Australian Consumer Law.
10. Return Freight and Inspection Costs
For a claim made solely under the voluntary 12-month warranty, the customer may be asked to pay the cost of returning a Product to advanceIP unless the applicable Product warranty, quotation or contract states otherwise.
Where the Australian Consumer Law applies and the Product is confirmed to have a covered problem, advanceIP will reimburse reasonable return costs already paid by the consumer where required by law.
For Products that are large, heavy or difficult to return, advanceIP will arrange collection or otherwise meet return transport obligations where required by law.
If inspection shows that the Product does not have a covered fault, or that the fault was caused by an excluded condition, advanceIP may charge reasonable inspection, collection and return freight costs where permitted by law and where those costs were disclosed or reasonably estimated in advance.
11. Repair, Replacement and Parts
advanceIP or its authorised service provider may repair a Product using new, equivalent or refurbished service parts where appropriate and lawful.
Replaced defective parts may be retained by the service provider.
If an identical Product or replacement part is unavailable, advanceIP may offer:
- An equivalent Product
- A repair alternative
- A refund
- Another appropriate commercial solution
Any remedy will be subject to applicable law and any rights of the customer to choose a remedy.
Any substitute offered under the voluntary warranty will be reasonably comparable in function and value, taking into account Product age, availability and applicable legal requirements.
12. Data and Configuration Before Service
Before returning equipment capable of storing data, settings, recordings or credentials, the customer should back up and remove confidential information where reasonably possible.
Warranty repair or replacement may involve resetting, reprogramming or replacing hardware, which can result in loss of locally stored data or configuration.
advanceIP is not responsible for avoidable data loss where the customer has not made a reasonable backup, except to the extent liability cannot lawfully be excluded.
13. Limitations of the Voluntary Warranty
To the maximum extent permitted by law, advanceIP’s obligations under this voluntary warranty are limited to the repair, replacement or other remedy described in this Policy.
This limitation does not apply where the Australian Consumer Law or another law provides a broader remedy.
advanceIP does not exclude liability for reasonably foreseeable loss or damage where such liability cannot lawfully be excluded.
For business transactions where the law permits liability to be limited, the limitation provisions in advanceIP’s Terms & Conditions may apply.
Nothing in this Policy excludes liability for fraud, wilful misconduct, or any liability that cannot legally be excluded or limited.
14. Transfer of Warranty
The voluntary 12-month advanceIP warranty is intended for the original purchaser or end user identified by the purchase records and is not automatically transferable unless advanceIP or the manufacturer agrees otherwise in writing.
This transfer restriction does not affect any statutory rights that may apply independently of the voluntary warranty.
15. Manufacturer Warranties
Some Products may include a manufacturer warranty that is longer than, different from or additional to the advanceIP voluntary warranty.
Where a manufacturer warranty applies, its terms operate alongside applicable statutory rights and any advanceIP warranty stated for the Product.
Customers may contact advanceIP for assistance identifying the applicable warranty process.
Where advanceIP is the supplier to a consumer, we will not require the consumer to pursue the manufacturer instead of advanceIP where the Australian Consumer Law makes advanceIP responsible for providing the remedy.
16. Contact and Warranty Claims
For warranty assistance or to request an RA/RMA, please contact advanceIP:
- Telephone: 1300 169 848
- Email: info@advancenet.au
- Perth office: Unit 3, 36 Truganina Road, Malaga WA 6090
Do not return Products to the office without an approved RA/RMA and return instructions.