Repair terms

Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law — that we will provide them with due care and skill, that they will be reasonably fit for any purpose you told us about, and that they will be supplied within a reasonable time. Nothing on this page reduces those guarantees.

How a repair works

• Tell us what failed — the brand, model, part number, the fault and how urgent it is. We confirm whether we can repair it.
• Send it in. We give you a repair reference number to quote on the outside of the package.
• We evaluate it. Evaluation is free and carries no obligation.
• We quote you: the fault, the work required, the price, the turnaround and any parts availability risk.
• You decide. We do no chargeable work until you approve the quotation in writing.
• We repair the unit and bench-test it under power, and we record the results.
• We return it to you, covered by our 1-year warranty.

Quotations, and work you did not approve

A repair quotation is valid for 30 days.

If we find additional faults during the repair that were not apparent at evaluation, we stop and re-quote before doing the extra work. We will never charge you for work you did not approve.

If you decline the quotation

We return the unit to you and you pay the return freight. We do not charge an evaluation fee for a declined quotation.

If the unit had to be partly disassembled to diagnose it, we will reassemble it as far as is practical — but a unit returned unrepaired may not be in the same physical state it arrived in, and we will tell you before we send it back if that is the case.

Turnaround

We give you an estimated turnaround with the quotation. Turnaround depends on parts availability, so estimates are estimates rather than guarantees — but we will supply the service within a reasonable time, and we will tell you promptly if the estimate changes materially.

If it does, you may cancel and have the unit returned, paying only for approved work already completed. Expedited turnaround is available at additional cost — ask us.

Parts availability and substitutes

We repair obsolete and end-of-life equipment, so component-level parts are sometimes unobtainable. Where a required component is discontinued we may source an equivalent or substitute component, source a donor unit, or tell you the repair is not possible.

We will not substitute a component that changes the unit’s specification or performance without telling you first.

If the repair is unsuccessful

If we cannot repair the unit, or repair is not economic, we tell you and return it. You pay nothing for the attempt except the return freight, unless we agreed otherwise in the quotation.

If a repair you have already paid for turns out to be unsuccessful, we refund what you paid for it. If that failure is a major failure of the service under the Australian Consumer Law, you may cancel, obtain a refund and claim compensation for other reasonably foreseeable loss.

Back up your programs and data before you send a unit

Repair often requires reprogramming, reflashing, memory replacement, battery replacement or a factory reset. Programs, configurations, parameters, recipes and data stored in the unit may be lost, and we cannot guarantee they will survive the repair.

Backing them up before you send the unit is your responsibility. We do not accept responsibility for lost programs or data, except to the extent our own failure to take due care caused the loss.

Please also remove or disable anything you do not want us to have — memory cards, dongles, licence keys and confidential data — and tell us if the unit contains anything hazardous or has been exposed to a hazardous substance.

Firmware

We may need to reflash firmware, and we can only install firmware we are lawfully entitled to install. We are not an authorised distributor of manufacturer firmware and we cannot provide, transfer or extend any firmware licence.

Pre-existing and hidden faults

Used industrial equipment often carries faults that are not visible at evaluation. We repair the fault we quoted for, and we are not responsible for pre-existing wear, corrosion, prior unauthorised repair, or damage that only becomes apparent during disassembly — but we will tell you as soon as we find it and re-quote.

We may decline to accept, or return unrepaired, any unit that is unsafe, contaminated, water-damaged, fire-damaged, previously repaired in a way that makes it unsafe, or physically modified.

Warranty on repairs

Every repair is covered by our 1-year warranty for the fault we repaired and the work we carried out, running 12 months from the date we return the unit. It does not cover a different fault that later develops in an unrelated part of the same unit — though we will always look at it and quote fairly.

If a repair fails within that period we will re-repair, replace or refund. If the failure is a major failure under the Australian Consumer Law, the choice is yours. The full warranty document is on our Warranty page.

Freight and risk

Sending it to us: you arrange and pay for inbound freight unless we have agreed otherwise, and the unit is at your risk until we receive it. Please insure it for its replacement value and pack it properly — anti-static packaging for electronics, and enough cushioning to survive freight handling.

While we have it: the unit is at our risk for loss or damage caused by our failure to take reasonable care.

Returning it to you: we arrange return freight at your cost, unless it is a warranty repair, in which case we pay.

Payment and uncollected equipment

Payment is due before we despatch the repaired unit, unless you have an approved credit account.

If a unit stays with us for more than 90 days after we have told you it is ready, or after you have declined a quotation and not arranged its return, we will write to you at your last known address. If it is still uncollected and unpaid 60 days after that notice, we may deal with it under the law that applies to uncollected goods in Queensland, applying any proceeds to what you owe us and accounting to you for the balance.

What a repair is, and what it is not

We repair and functionally test hardware. A repair is not a certification. We do not certify a unit as fit for a safety-related function or re-establish any safety certification it originally held, we do not verify or restore compliance with any standard or approval it originally carried, we do not provide professional engineering services or compliance sign-off, and we cannot guarantee a repaired unit will be accepted by a third-party certifier or insurer.

If the unit performs a safety function in your system, have it independently verified by a competent person before you return it to service.

Installation, testing and commissioning must be carried out by suitably qualified and, where the law requires, licensed people. In Australia, electrical installation work must be performed by a licensed electrical worker. We return repaired equipment with safe-use information.

Our liability for repair services

Nothing here excludes, restricts or modifies any right or remedy the Australian Consumer Law gives you that cannot lawfully be excluded.

Where the services are not of a kind ordinarily acquired for personal, domestic or household use — which is the case for industrial repair work — our liability for failing to meet a services guarantee is limited, as section 64A of the Australian Consumer Law permits, to supplying the services again or paying the cost of having them supplied again. We will only rely on that limit where it is fair and reasonable to do so.

We are not liable for loss of programs, configurations or data you did not back up, except to the extent our failure to take due care caused the loss.

Nothing limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

Contact

Email [email protected] or call +61 422 735 541.