Warranty & returns
NEOZ Warranty Information
At NEOZ, we stand by the quality and durability of our products. To ensure your complete satisfaction, we offer the following warranties for all our lamps and accessories.
- Warranty for NEOZ Cordless Lamps
Your NEOZ cordless lamp is backed by our robust 5-year warranty. NEOZ warrants all its NEOZ cordless lamps to be free from defects in materials and workmanship. We will repair or replace any part of the NEOZ cordless lamp found to be defective within the warranty period of five (5) years from the date of purchase. Please note, this warranty does not cover lamp accessories and consumables such as battery packs or light sources (bulbs) – see below.
- Warranty for Lamp Accessories
For lamp accessories purchased with your NEOZ cordless lamp, we provide a 1-year warranty. Lamp accessories include custom lamp shades, leather sleeves, carry bags, and any other accessory that is purchased from us to enhance to your NEOZ cordless lamp. NEOZ warrants all its lamp accessories to be free from defects in materials and workmanship. We will repair or replace any lamp accessories found to be defective within the warranty period of one (1) year from the date of purchase.
- Warranty on Consumables
For consumables, including the batteries and bulbs provided with your NEOZ cordless lamp, our manufacturers provide a 1-year warranty. They will repair or replace these consumables if they are found to be defective under normal use and service as outlined in the user guide within the period of one (1) year from the date of your purchase. However, this warranty does not guarantee the effective life (length of service) of the battery, as this is primarily determined by usage patterns and care.
Making a Warranty Claim
If you believe a product, accessory or consumable purchased from us is defective, you must notify us of the defect within 60 days of fault identification and within the warranty period by emailing the NEOZ Authorised Service and Repair Centre at service@neoz.com.au. We will be in touch within two (2) business days to discuss the process going forward, including transportation of the product to a NEOZ facility for assessment.
Transportation Charges
All product warranty claims include the cost of transportation.
Warranties Exclusions
The NEOZ warranties extend only to the original purchaser who acquires a new product from NEOZ or its authorised resellers. To the extent permissible by law, NEOZ’s liability is as expressly stated in this warranty and all other liability is excluded.
Products that are assessed by NEOZ to be damaged as a result of normal wear and tear are not covered by the NEOZ warranties. Products that are assessed by NEOZ to be damaged due to accident, neglect, misuse, failure to take reasonable care, or failure to use the products in accordance with NEOZ’s instructions (including where equipment is modified, installed or repaired otherwise than in accordance with NEOZ’s maintenance and servicing instructions, or where any component not supplied by NEOZ is attached to the product) are not covered by the NEOZ warranties.
If statutory consumer guarantees or implied terms apply to the supply of goods in connection with this warranty, to the extent permitted by statute, NEOZ’s liability for any such breach of those consumer guarantees or implied terms is limited to, at NEOZ’s option, repair of the goods, provision of the goods again, or paying the cost of having the goods provided again.
To the extent permissible by law, NEOZ’s liability for consequential loss, including if caused or contributed by NEOZ’s negligence, is excluded. Consequential loss includes, but is not limited to, loss of profit, loss of revenue, loss of production, loss or denial of opportunity, loss of access to markets, loss of goodwill, loss of business reputation, future reputation or publicity, damage to credit rating, loss of use and indirect loss.
NEOZ Service & Repair
NEOZ has a dedicated service team. We pride ourselves on our long-life products that can be serviced and repaired for many years after your initial purchase. Servicing and repairs under a NEOZ warranty are subject to the terms of the NEOZ warranties. Servicing and repairs are also available outside the warranty period at the customer’s cost, in which case both the cost of servicing and repair and the cost of freight charges are payable by the customer.
Consumer Guarantees
Our goods and services come with guarantees that cannot be excluded under the Australian 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 a 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.
