Crow Repair, Warranty & Returns Policy
Repairs
Goods sent back for repair must have a:
- Fully completed fault report otherwise a $25 + GST test fee will apply
- A Return Authorisation Number (RAN) can be obtained by phoning your local CROW office or distributor. Otherwise, repairs may be delayed until all other repairs that have RAN numbers are processed.
Repaired goods will be sent back to the customer with a subsequent order. If they are to be sent separately, freight will be charged.
If out of warranty returns require replacement boards/components, they will either be;
- Charged according to the value of the parts + Labour + GST
or
- If the repair costs will exceed a new (or equivalent) board, the faulty board will then be returned ‘As Is’ (without being repaired) with a note saying ‘Beyond Economical Repair’.
If the returned faulty board qualifies as a Warranty claim (Eg: Is within the warranty period and has a fault related to the manufacturing process and the fault is Not due to Misuse, Abuse or Installation error), that board will be replaced with a new (or equivalent) board. A Credit may be issued Only If a new (or equivalent) board of the same version is no longer available.
Boards that are to be used by technicians as field replacement stock (which may be carried as a spare board in the service van) can be purchased at a discounted rate from Crow.
Repair CostsProducts that are tested and found faulty under warranty will be repaired free of charge.
Products returned within their warranty period that have been Misused, Abused or exposed to damage due to incorrect installation, lightning and excessive voltage will be repaired (if economical to do so) at the following cost:
- All alarm panel related PCB’s $50 + GST
- LED (Icon) Keypads $25 + GST
- LCD Keypads $50 + GST
- Removing installer lockout from a panel $25 + GST
Warranty Statement
CROW (AUSTRALIA) P/L WARRANTY
(Crow) warrants its product to be free from defects in materials and workmanship under normal use and service for a period of:
- Three years for panels, keypads and panel modules (Not including modules manufactured by a 3rd part supplier).
- Five years for Hardwired intrusion sensors (Not including Smoke Detectors).
- Five years for Wireless intrusion sensors & Wireless Magnetic reed switches (Not including Smoke Detectors or batteries)
- 12 months for Hardwired or Wireless Smoke Detectors (Not including batteries)
- 12 months for Wireless arm/disarm/panic remote control keyfobs (Not including batteries)
- 12 months on sealed lead acid batteries, sirens and CCTV products
from the last day of the week and year whose numbers are printed on the printed circuit board inside the product.
Crow’s obligation is limited to repairing or replacing this product, at its option, free of charge for materials or labor, if it is proved to be defective in materials or workmanship under normal use and service. Crow shall have no obligation under this Limited Warranty or otherwise if the product is altered or improperly repaired or serviced by anyone other then Crow.
There are no warranties, expressed or implied, of merchantability or fitness for a particular purpose or otherwise, which extend beyond the description on the face hereof. In no case shall Crow be liable to anyone for any consequential or incidental damages for breach of
this or any other warranty, expressed or implied, or upon any other basis of liability whatsoever, even if the loss or damage is caused by Crow’s own negligence or fault.
Crow does not represent that this product can not be compromised or circumvented; that this product will prevent any person injury or property loss or damage by burglary, robbery, fire or otherwise; or that this product will in all cases provide adequate warning or protection. Purchaser understands that a properly installed and maintained product can only reduce the risk of burglary,robbery or other events occurring without providing an alarm, but it is not insurance or a guarantee that such will not occur or that there will be no personal injury or property loss or damage as a result. Consequently, Crow shall have no liability for any personal injury, property damage or any other loss based on claim that this product failed to give any warning. However, if Crow is held liable, whether directly or indirectly, for any loss or damage arising under this limited warranty or otherwise, regardless of cause or origin, Crow’s maximum liability shall not in any case exceed the purchase price of this product, which shall be the COMPLETE AND EXCLUSIVE remedy against Crow.
Goods Returned for Credit
Any goods to be returned for credit must;
- Be arranged with Crow by way of A ‘RAN’ (Return Authorisation Number) Prior to returning the goods. This can be done by calling your local CROW office or distributor.
- Be returned Freight Paid by the sender (Crow customer)
- Be done so within 14 days of purchase
- Include a copy of the original sellers (Crow) invoice
- Be in ‘as new condition’ (without damage to screw terminals or the screw heads of the wiring terminals)
- Include All accessories purchased as part of the product (Eg: Phone Cords, Tamper Switches, Fuses, Resistor Kit, All manuals/documentation)
- Be returned in the original product packaging.
or credit may be refused.
The issuing of a credit may be refused or a re-stocking fee may apply (at Crow’s discretion) if;
- The goods were returned to Crow without Crow’s prior knowledge.
- The returned goods were supplied by Crow as part of a special order by the purchaser and Crow does Not carry that product as part of its product range.
- The returned goods were originally purchased for the purposes of copying, duplicating or reverse engineering.
- The goods are returned more than 14 days from original purchase date.
Goods returned for credit more than 30 days from the original purchase date will incur a 25% restocking fee.
