Warranty Terms

Warranty & Replacement

Dear Customers,

Thank you very much for purchasing Mercusys products. In order to protect your rights and interests, please read the following Warranty Policy carefully.

Australia and New Zealand Limit Warranty

This warranty covers defects in materials and workmanship of products manufactured, sold or certified by Mercusys which were purchased and used in Australia or New Zealand.

The benefits provided under this Limited Warranty are in addition to other rights and remedies provided under Australian and New Zealand consumer law.

Conditions that disqualify products from the limited warranty include, but are not limited to:

• any defects or damage caused by abnormal use, including but not limited to:
• any defects or damage caused by accidents, improper installation or maintenance, misuse (including failure to follow product documentation), neglect, disassembly, alterations to the hardware or supporting setting files, servicing, repairs or maintenance by non-authorised Mercusys technicians, and external causes such as, but not limited to, natural disaster (e.g. lightning, flood, earthquake, etc.), water damage, extreme thermal or environmental conditions;
• any defects or damage caused by software, virus or improper use of self-made, non-public or third party/open source software;
• any unauthorised obliteration or tearing up of the product barcode; or
• any product with obvious hard object damage, fissure, broken legs, exposed core, severe deformation, or any other similar damage;
• any defects or damage caused by normal wear or tear which does not impact the normal use of the product by a normal standard;
• any defects caused by transportation or loading during returning voyage;
• any defects you knew of or were made aware of before you bought the product; or
• any other defects that are not caused by workmanship or product quality.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. 

Warranty Period

Mercusys provides a 2-year warranty for most Home Products and a 5-year warranty for SOHO switches in metal casing only from the date of purchase of the products by an original purchaser from an authorised retailer. This warranty extends to you if you are the end-user purchaser with the original purchase receipt.

External power supplies, modules and other accessories for one year from the date of purchase of the product(s). 

Our goods come with guarantees that cannot be excluded under Australian and New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and for 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.

Replacement Procedure

Mercusys has authorised TP-Link Australia as a distributor in Australia and New Zealand. During the Limited Warranty period, TP-Link Australia will provide a repair, or a replacement at its discretion for Mercusys products that manifest defects in material or workmanship. To request warranty service within Australia and New Zealand, you need to make a phone call to the Support Hotline to apply for a case number first; you can then return the faulty product to the reseller from which you purchased it, to receive a free replacement by providing the case number applied for on the phone.

You will be responsible for shipping charges, insurance, and other transportation-related expenses incurred in claiming the warranty from Mercusys.

If you return out-of-warranty products or products under warranty that are determined not to conform to this warranty, you will be responsible for all return shipping and other transportation-related expenses.

Normal Replacement to Retailer Store

To request warranty service in Australia and New Zealand, you need to process Mercusys’s RMA program by following the steps below.

Step 1: Call Toll-Free hotline. 1300 479 166.

The consumer is required to perform troubleshooting with Mercusys technical staff to receive a case number.

Step 2: Procure the faulty product to the retailer where the product was originally purchased from by providing the faulty product with a complete serial number, the case number and the purchase receipt.

Alternative Replacement

If the retailer store no longer accepts your claim, you may process it through Mercusys's RMA program by following the steps below. We do not accept any warranty claims without a case number and purchase receipt.

You may contact TP-Link Australia at the following address or via the phone number or email provided below:

Distributor Address:
Unit 5, 9-11 South Street, Rydalmere
NSW 2116, Australia

Distributor Name: TP-Link Australia Pty Ltd

1300 479 166
9:00 am to 5:30 pm, Monday to Friday
support.au@mercusys.com

How Consumer Law Relates To This Warranty

The benefits to the consumer given by the warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which the warranty relates.
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.
 

Appendix:

Warranty service stated above is only valid for products sold in Australia or New Zealand by authorised retailers only. Any other additional warranty service agreed at the time of purchase shall only be effective based on the contract signed by Mercusys.
Any warranty service made by the suppliers is beyond this warranty policy, Mercusys shall not be held liable. Please obtain documents during purchase to be honoured by the supplier.
If there is any direct or indirect damage other than Mercusys product’s own fault that prohibited the product from functioning normally, Mercusys shall only be liable for the duties stipulated by the state law.
Mercusys shall neither, on any account, respond to any loss caused by damage such as improper use of applications and configurations, nor respond to any accusation put forward by a third party.
Remarks:  Mercusys reserves all rights including interpretation and modification to this warranty policy.
Mercusys does not provide international warranty service.  Your Mercusys product is only covered by the warranty policy of the country where the product was originally purchased.  If you need to ship your product back to the country where you originally purchased the product for warranty services, you will need to pay for both ways of the shipping fees.

For more information, please send an email to support.au@mercusys.com.