Warranty & Repairs

Terms & Conditions

The Australian Competition and Consumer Act (2010), which includes the Australian Consumer Law, guarantees certain conditions, warranties and undertakings and give you rights in relation to the quality and fitness for purpose of AIPHONE Pty Ltd (AIPHONE) products sold in Australia.

Nothing in this Warranty purports to modify or exclude the conditions, warranties and undertakings or any other legal rights under the Australian Consumer Law. This Warranty gives you additional protection for your AIPHONE product and identifies a preferred approach to resolving warranty claims which may be the quickest and simplest for all parties, subject to the below exclusions, terms and conditions.

Contact

If you DO NOT have a direct account with Aiphone:

Please contact your local Aiphone Partner. We request you direct your queries about the return of all products to one of our partners first. To search for your nearest partner click here.

If you are an Aiphone Partner:

Call: 02 8036 4507

Warranty

AIPHONE. Warrants that your AIPHONE product is of an acceptable quality (Warranty) for a period of three years (Warranty Period). The period of the Warranty will depend on the AIPHONE product to which it relates. In all cases the commencement date for the period is the actual day of purchase as included on the Authorised Seller’s or Distributor’s invoice/receipt provided to you. If you do not have proof of-purchase, the warranty will be based on the product lot code.

Warranty Exclusion

Your Warranty does not protect against the following:
  • any and all warranties or conditions which are not guaranteed under the Australian Competition and Consumer Act or the Australian Competition and Consumer Regulations 2010 and which are not expressly included in this Warranty as additional warranties por conditions are excluded;
  • this Warranty does not extend to loss caused by normal wear and tear, fire, water (including salt water, sea spray or moisture from nearby swimming pools), theft, vermin or insect infestation;
  • this Warranty does not cover damage caused by:
    • misuse or abusive use of the AIPHONE product, including physical abuse or negligence;
    • incorrect operation or not following the proper instructions as stated in the installation manual or the manufacturers manual provided with the product;
    • improper installation (including installation on the ceiling or the floor and any other items considered improper installation in the product Installation Manual);
    • incorrect or improper maintenance or failure to maintain the AIPHONE product;
    • failure to clean or improper cleaning of the product;
    • incorrect voltage or non-authorised electrical connections;
    • damage caused by batteries;
    • adverse external conditions such as power surges and dips, thunderstorm activity, lightening, acts of God, damage cause by vermin, or any other circumstance beyond AIPHONE’s control;
    • exposure to abnormally corrosive conditions or similar conditions that are likely to cause rust*;
    • use of non authorised/non-standard, defective or incompatible parts;
    • password setting/resetting and computer virus;
    • repair, modification or other work carried out on the AIPHONE product that is not carried out by AIPHONE Technical Service Repair Department; and
    • any defects not notified to AIPHONE within the Warranty Period, although you may have statutory rights outside of the Warranty Period.

*The customer accepts the AIPHONE product at their own risk where the stainless-steel inter-com equipment is installed at the election of the customer in a coastal premise or a site where these is abnormally corrosive conditions. This is despite any representations about the durability of AIPHONE products made by installers.

Consumer Guarantees

You are entitled to a solution if the product does not meet a consumer guarantee under Australian Consumer Law. The solution will depend on whether the defect is minor or major.

If your product has a minor defect (anything other than a major defect- see below), we will replace or repair your product within a reasonable time. Products may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the product. If required, you should back up data as the repair process may result in the loss of any data stored on the product.

A major defect includes a fault that would make the product unsafe, substantially unfit for purpose or would normally stop someone from buying the particular product if they had known about the nature or extent of the defect. If your product has a major defect, you can choose to have it repaired or replaced or to receive a refund.

Claims Procedure

Please follow the following steps to make a claim under the Warranty or if you are seeking to have the product claim the product is not of acceptable quality:

1. Basic Check

Please conduct a basic check of the product and ensure it is plugged in or does not need a battery. Please also check the troubleshooting guide in the manufacturers’ instruction booklet.

2. Contact AIPHONE Technical Service

Aiphone Technical Service provides troubleshooting assistance that may eliminate the need to send a unit in for repair.

If Technical Service has determined that your unit requires service, please download a Return Merchandise Authorisation Request Form. (FOR AUSTRALIA ONLY)

For U.S. customers, please refer to https://www.aiphone.com/

Please fill out the form and fax or email to Customer Service, and you will receive your Repair Order number by return fax or email.

When sending in your unit, reference AIPHONE’s Return Merchandise Authorisation number and include a copy of the invoice to verify the warranty.

Where the product is covered by AIPHONE’s Warranty or a consumer guarantee under Australian Consumer Law, AIPHONE will repair or replace out-of-box defective product at no charge.

Please send the product to:

Attn: Technical Department
Aiphone Pty. Ltd.
Unit 11A 2 Eden Park Drive
Macquarie Park, NSW 2113
RMA#______________

Repairs Under Warranty

At our discretion, Aiphone will repair free of charge or replace at no charge Aiphone product that, upon examination by an Aiphone Repair Technician, is proven to be defective and under warranty.

Aiphone reserves the right to make the final decision whether there is a defect in materials and/or workmanship, and whether or not the product is within the warranty.

This warranty shall not apply to any failure caused by improper installation or use in violation of the instructions, abuse, negligence, electrical surge including damage from lightning, water or any other physical damage, or damage caused from batteries.

This warranty covers bench repairs by the Aiphone Repair Department only and does not extend to units that have been repaired or altered outside of the factory.

Aiphone is not responsible for any costs incurred involving on-site service calls.