Go Troppo Hardware Warranty Information

Overview

This document is intended to assist you in understanding your options should any hardware purchased from Go Troppo prove to be faulty. Additional information regarding warranties, rights, and remedies available for faulty hardware can be found in our Standard Form of Agreement (SFOA).

Please note that this document does not address your return or refund rights in other scenarios, such as when you cancel your service or change your mind after purchasing hardware. For further details on limited return and refund rights, please refer to our Hardware Limited Refund Policy available on the Policies page of our website.

Manufacturer’s Warranty

Our hardware may come with a limited manufacturer’s warranty, which is in addition to any other legal rights or remedies you may possess, including consumer guarantees under the Australian Consumer Law. The terms of any manufacturer’s warranty are determined by the individual hardware manufacturer, and the duration of such warranties may vary based on the provider and type of hardware. For more information, please consult the manufacturer’s website.

If a manufacturer’s warranty is applicable to your hardware and you experience a fault within the warranty period, please contact us to submit a claim as outlined in the “Warranty Claims” section of this document.

Consumer Guarantees

For our consumer and small business customers covered by the Australian Consumer Law (as further explained in clause 20 of the General Terms of our SFOA), our hardware includes certain guarantees that cannot be excluded. These guarantees exist independently of any manufacturer’s warranty and ensure that the hardware supplied will be fit for purpose, safe, durable, and free from faults for a reasonable duration, considering factors such as the nature, intended use, and cost of the hardware.

If any hardware supplied does not meet a consumer guarantee, you may be entitled to a remedy from us, depending on the nature of the fault:

• For major faults (e.g., where the hardware is wholly or substantially unsafe or unusable), you may choose to have the hardware repaired or replaced, or alternatively, receive a refund. You may also have the right to terminate services dependent on the hardware and/or seek compensation for reasonable out-of-pocket expenses directly caused by the fault.
• For non-major faults, we will repair or replace the hardware within a reasonable timeframe after you report the issue.

If you believe you are entitled to make a claim under a consumer guarantee due to faulty hardware, please contact us to submit a claim as detailed in the “Warranty Claims” section below. For additional information about consumer guarantees, please visit the ACCC website.

Warranty Exclusions

Manufacturer’s warranties and consumer guarantees do not apply to faults resulting from:

• Hardware purchased or obtained from a third party.
• Damage caused by interference with or modification to the hardware, or failure to install or use it according to the supplied instructions.
• Loss or theft of hardware, or damage caused by you or someone else (e.g., abnormal use, exposure to extreme environmental conditions, or liquid damage).
• External disaster events (e.g., fire or flood).
• Any other matters expressly excluded under the manufacturer’s warranty.

For non-faulty hardware not covered by a manufacturer’s warranty or consumer guarantee, please review our Hardware Limited Refund Policy for information on permitted returns and refunds.

Warranty Claims

If you have questions about this document or wish to submit a warranty claim, please contact us. Our response time for warranty requests is typically within five business days. As all requests are subject to review, we appreciate your patience during this process.

Upon reviewing your request, we will assess your eligibility for a claim under a manufacturer’s warranty or consumer guarantee and determine the available remedies. To complete our assessment, we may require additional information or request the return of the hardware for further investigation.

If returning hardware is necessary, you will need to send it to us following the instructions we provide. Should you be required to return hardware, you will be entitled to recover reasonable postage costs unless we determine there is no fault. Please retain your postage receipt for reimbursement.

If your hardware is returned for repair, it may be replaced with refurbished hardware of the same type or repaired using refurbished parts.

If you are entitled to a refund for faulty hardware, once we have received the returned item, you will receive the approved refund back to the original payment method within five business days, unless an alternative payment method has been agreed upon.

Please be aware that refunds may take longer to process during holiday periods or based on your bank’s processing times. If we confirm that a refund has been processed but you have not received it, please check with your bank before contacting us.