After Troubleshooting, When Will I Receive the Replacement
This process applies to products purchased in Australia, United States, Canada, and United Kingdom. For other regions, please see Can I Claim Warranty Without Official Receipt.
As per our Product Returns policy, we cannot provide a turnaround time during the following stages after diagnosis of faulty hardware as they are dependent on the number of days you take to provide the following:
- Provide original proof of purchase. Our Warranty team will respond with an email or a Return Authorisation Form within 1-2 business days after we have received your proof of purchase.
- Return the unit via post/courier after you receive the Return Authorisation Form via email.
All products must be returned to the warehouse to be tested and assessed further before a replacement can be sent out. However, there are circumstances that our Warranty team can expedite the replacement. For further information, please contact our Customer Service team. Do not contact the Technical Support team regarding replacement inquiries or shipment status as the hardware troubleshooting has been completed.
For recorders and SWIFI cameras
Once the warehouse receives the faulty item, the turnaround time is within 10 business days (AU/US/CA) / 10-14 business days (UK). This does not include the time taken from your submission of the Return Authorisation request and receipt of the Return Authorization form.
For accessories
Within 10 business days from the date you were emailed by our Warranty department notifying you that the spare part has been shipped.