Thinlabs Australia Pty Ltd
Hardware Warranty Statement
Australian Consumer Law (ACL) – Consumer Guarantees
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.
This warranty is provided in addition to other rights and remedies you may have under the Australian Consumer Law in relation to the goods.
Overview:
This warranty statement applies to desktop, mobile and wall mounted products sold by Thinlabs Australia Pty Ltd (Thinlabs).
Warranty Provider Details:
Thinlabs Australia Pty Ltd
Unit 1/223-225 Ewing Road
WOODRIDGE QLD 4114
P: 0408 788 887
E: supportteam@thinlabs.com.au
Products sold include Thinlabs branded product and other premium brands offering generous product warranties for professional grade designs. All products will remain free of material and workmanship defects for the product category’s term as measured from the date of receipt, subject to any exceptions, exclusions and limitations.
Limited Hardware Warranty – Thinlabs Product:
This Limited Hardware Warranty from Thinlabs applies only to the use of Thinlabs branded product and is limited to the hardware components only.
Thinlabs products come with a standard one (1) year Limited Hardware Warranty. The warranty can be extended to three (3) years within 30 days of purchase.
During the relevant period, Thinlabs will, at its option, either replace a defective product with a new or rebuilt product or repair it with new or rebuilt parts at no charge except as stated below. The parts or products that are replaced become the property of Thinlabs. This Limited Hardware Warranty is provided to the original end consumer and is not transferable. This limited warranty does not cover any of the hardware that the original end consumer or any third party has modified or altered.
Thinlabs hardware components include only those parts or accessories sold with the product, thin clients, power adapters, power cords and power bricks or other Thinlabs branded options and accessories except for keyboards and mice. Thinlabs hardware does not include any software applications or programs.
Thinlabs may repair or replace Thinlabs hardware products:
- with new or refurbished parts
- with equivalent products to the products being repaired or replaced but which may have been subjected to prior use
- with products containing refurbished parts equivalent to new or parts which may have been used
- with equivalent products to an original product that has reached end of life
Replacement parts are warranted to be free from defects in material and workmanship for ninety (90) days or the remainder if the Limited Warranty Period of the Thinlabs Hardware in which the parts are installed, whichever is longer.
Exclusion:
Thinlabs does not warrant that the operation of its hardware product will be without interruption or error-free. Thinlabs is not responsible for damage that occurs because of the original end consumers’ failure to follow the instructions that came with the Thinlabs Hardware.
This Limited Hardware Warranty does not extend to any product from which the serial number has been removed, or that has been damaged or rendered defective because of:
- Accident, misuse, abuse, neglect, contamination, improper maintenance or other external causes
- Operation outside the published operating specifications for the product, including improper environment, excessive or inadequate heating or air conditioning or electrical power failures, surges or other irregularities
- Improper site preparation or maintenance
- Software, interfacing, parts or supplies not supplied by Thinlabs
- Any use outside Intended Purpose or normal operating conditions
- Virus infection
- Loss or damage in transit
- Repair, modification, improper adjustment or installation of options or parts by anyone other than Thinlabs
Thinlabs Warranty and Support is limited to manufacturing and hardware defects only. If through no fault of the customer, Thinlabs is unable to replace or repair the product as provided for above, Thinlabs will replace the product with a new or refurbished product with comparable form, fit and function.
Thinlabs reserves the right to charge standard out-of-warranty service fees when units returned fail to exhibit any problems as reported; or any problems with the thin client could have been remedied utilising troubleshooting FAQs https://aus.thinlabs.com/faqs/ and https://aus.thinlabs.com/downloads/ documented on the Thinlabs website.
Limited and Extended Warranties – Other Premium Brands:
Other premium brand product claims can be submitted to Thinlabs support and repairs. Related warranty statements are available via the links below.
Thinlabs Service and Support:
For warranty claims, technical support, or return enquiries follow the steps below to lodge a service request.
Collect the necessary details before reaching out
- Name, phone number, and email address of the main on-site contact.
- Physical location of the unit requiring attention (for possible technician visits).
- Make, Model, Serial Number of product
- Clear description of the fault or issue. Include any relevant documentation, images, or other evidence to assist with quick diagnosis.
Submit your request to Thinlabs
Email: supportteam@thinlabs.com.au
You will receive a service job number within two business hours of lodging your request.
What happens next
- If the problem can be resolved remotely, a Thinlabs technician will contact you within 24 hours to begin troubleshooting.
- If the product needs to return to the Thinlabs repair centre the shipping address will be supplied. The customer is responsible for paying for insurance on the package and related shipping charges for the return of the product. Lithium-Ion Batteries must be shipped by an approved Dangerous Goods shipper. Thinlabs pays return shipping charges. Where Thinlabs agrees in writing to reimburse any return freight, reimbursment is limited to the approved amount and requires freight receipt/invoice.
- If a site visit is required, a technician will attend within the timeframes agreed to in the customer support agreement. If replacement parts are needed, Thinlabs will arrange these either from our own stock or via the manufacturer.
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