Warranty

Our goods and services come with guarantees that cannot be excluded under the Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us, and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Warranty Periods

  • OBF/DOA – 14 days
  • Warranty – 12 months
  • Matrix/Cel-Fi Warranty – 24 months
  • Matrix Extended Warranty – additional 24 months
  • Blackhawk Antennas Warranty – 5 years
  • Altai – 24 months
  • Robustel – 24 months
  • myinsight.io – as agreed (product may be beta models and utilised purely for Proof of Concept)

Dead on arrival (DOA) / Out of box failure (OBF) policy

Powertec Telecommunications offers a 14-day Out-of-Box failure policy. All units in which a manufacturing defect appears within 14 days of purchase by the end-user will be defined as a DOA as long as they meet all of the following criteria:

  • No physical or liquid damage can be found on the unit. (Damaged power sockets are not classified as warranty returns.)
  • No modification or improper attempted repair has been made to the unit by anybody other than an approved Powertec repair agent.
  • No damage has been made due to use of incorrect voltage supply/source.
  • No more than 14 days have elapsed since purchase date.

Proof of purchase

Proof of purchase is required for every OBF/DOA and Warranty return units.

OBF/DOA Return procedure

The reseller or the end-user would complete a technical support ticket to register the fault.  The ticket register option can be found on the top right of the Powertec website.  Powertec’s technical support team will determine if the fault is due to a manufacturing defect or other.

If the unit is classified as a DOA Powertec will generate an RA# (Returns Authority) number and email a Return Authorisation Form to the person returning the unit.

The dealer or the end-user arranges to return the faulty unit to Powertec via Powertec’s nominated courier.

(Powertec will cover the freight cost for the return of DOA and under-warranty products. Powertec will not pay for returns sent via couriers other than those nominated by Powertec.)

The following items need to be sent back to Powertec:

  • All accessories that accompany the product.
  • The complete sales package where possible.
  • Proof of purchase.
  • The completed Return Authorisation Form with RA# number.

Powertec will then test the unit.

If no fault is found the unit will be sent back and the freight charge will be forwarded to the customer/dealer.

If the unit is faulty, a replacement will be sent to the customer/reseller. If no replacement unit is available a Powertec repair agent will attempt to repair the unit at no cost to the end-user. If the unit cannot be repaired a credit will be issued.

Restocking Fee

Powertec may charge a restocking fee of up to 40% if the returned product has been opened, used or the packaging is marked.

Warranty return procedure

The client raises a technical support ticket – this option can be found at the top right hand of the Powertec website. The Powertec technical support team will determine if the fault is due to a manufacturing defect or other.

If the unit is classified as a warranty repair Powertec will generate an RA# (Return Authority) number and email a Return Authorisation Form to the person sending back the unit.

The dealer or the end-user arranges to return the faulty unit to Powertec.

The following items need to be returned:

  • The complete sales package where possible.
  • Proof of purchase.
  • The completed Return Authorisation Form with RA# number.

Powertec will then test the unit. If no fault is found the unit will be returned to the sender and a freight cost will be charged.

If the unit is faulty it will be sent to Powertec’s repair agent. Powertec will cover the repair cost providing the unit passes all the criteria outlined in the warranty policy section.

If the unit is irreparable, a replacement will be sent to the customer/dealer. If Powertec cannot provide a replacement within a reasonable time a credit will be issued to the client.

Faulty units outside the warranty period

If your faulty unit is not covered by warranty we can still attempt to repair it. Repair charges are based on time and parts plus freight. A repair quote costs $45.

Return address AU:
Powertec Telecommunications
16/511 Olsen Avenue
Southport QLD 4215
Australia

Return address NZ:
Powertec Telecommunications
Please refer to your Return Authorisation Form

Cel-Fi 30-day Money Back Guarantee

This guarantee is provided to you by Powertec Telecommunications Pty Ltd of 16/511 Olsen Avenue, Southport, Qld, Phone: + 61 07 5577 0500, Email: [email protected]

This guarantee is in addition to any statutory and manufacturers warranties that may apply.

The satisfaction money-back guarantee applies to the Cel-Fi repeater for Optus or Telstra or Vodafone

The following conditions apply to the guarantee:

  1. This guarantee is offered on a satisfaction basis, that if the customer is not satisfied with the product, it can be returned within 30 days of the purchase date.
  2. The money-back-guarantee also applies to the external antenna, if purchased with Cel-Fi in a bundled pack.
  3. Powertec Telecommunications Pty Ltd will refund the purchase price minus any shipping charges incurred to ship the purchaser the product.
  4. The purchaser is responsible for the shipping charges back to Powertec Telecommunications.
  5. If the product is received back damaged in any way, Powertec will charge a restocking fee.
  6. In order to obtain a refund, the purchaser must contact Powertec Telecommunications P/L via online Support function found HERE and advise of the problems with the unit. Powertec Technical support will endeavour to correct your problems and/or provide you with the documentation to return your product. Products returned without the correct documentation will not be refunded.
  7. The product must be received by Powertec Telecommunications before the refund takes place.
  8. The refund will take place within 7 days of receiving the product.
  9. The refund will be applied to the same credit card or bank account that was used to purchase the goods. If the purchaser used cash to purchase the product, a bank transfer into the customer’s bank will be made.
  10. The benefits provided to the consumer by the money-back guarantee are in addition to other rights and remedies available to the consumer under the law.