Products Warranty / RMA

EQL warrant its products to be free from defects for 12 calendar months from the date of delivery for all products except for passive video baluns which have a limited lifetime warranty.
Any product that has been damaged as a result of a power surge is not covered by warranty.

In the unlikely event of a defect, the defective product is to be returned to EQL for examination by its Engineers and if the defect is due to manufacturing and not misuse or abuse, EQL will repair the defective part at no cost to the Purchaser.

This warranty is limited to the warranty provided by the Original Equipment Manufacturer of the product through our supplier only.

How to make a Warranty claim

If you believe your product is covered by warranty, contact EQL in writing by either Email (or Fax) with the Date of Purchase, Invoice Number and Serial Number of the unit together with a brief description of the fault. Once EQL has confirmed the product is within the warranty period, an RMA Number will be issued to the Purchaser who may then ship the faulty product to EQL.

If you are required to send your item back to us, please take special care to package it properly. We will not be responsible for any damage caused during the return shipping. All goods must be returned to us at your cost.

No goods are to be shipped to EQL without firstly obtaining an RMA Number otherwise the goods will not be accepted and the carrier will be asked to return the goods to the Shipper at its cost.

Any goods returned will be examined by EQL’s technical support team to confirm the fault condition and check the product has not been misused or abused before proceeding to repair the faulty product. In the event that the faulty product was found to have been misused or abused and Warranty does not apply the Purchaser will be promptly notified. The cost for returning the faulty product to the Purchaser will borne exclusively by the Purchaser. EQL reserves the right to repair or replace the unit at its sole discretion. Where the unit needs to be returned to service quickly, the Purchaser may elect to accept either a demo or previously repaired unit in similar condition where one is available in fulfillment of the Warranty.

Time to Repair the Faulty Product

This will depend on the fault condition, faulty component and parts needed to make the repair. EQL will attempt to repair the faulty product and return it to the Purchaser as soon as possible but in certain cases it should be noted that this can take 5-7 weeks.

Defective or Wrong Product on Arrival

Claims for defective or wrong shipment of a product must be made within 7 days of delivery. Replacement of the product will require the Purchaser to return the product to EQL at its business address prior to the replacement product being shipped. In the event of a wrong product being ordered by the Purchaser, approval for exchanging the product must be obtained from EQL prior to the goods being returned, which approval will be at the sole discretion of EQL.

We will only accept returns when the following conditions are met:

Defective – The goods have a demonstrable manufacture fault.

Change of Mind / Wrong Product –
a. Only within 7 days of invoice.
b. Only if the product is intact, unused and in its original packaging.
c. Only when accompanied by a valid tax invoice.
d. Change of mind returns will attract a 20% restocking fee.
e. Shipping costs will not be refunded on change of mind returns.

If your product is custom-made or is a special order product, returns will not be accepted.

You must adequately package any product you are returning to ensure that it is not damaged during return delivery to our warehouse. All original items including packaging must also be returned. We will not be responsible for any damage caused during the return shipping. All goods must be returned to us at your cost.

If you are entitled to a refund, we will only give you the refund once we have received the product at our warehouse and inspected it and assessed whether it is eligible for a refund under these Conditions of Sale. Any refund we make will be by the same payment method used to purchase the product.

Data Loss

If you return a product to us for replacement and the product is capable of retaining user generated data, or replacement of the product may result in the loss of the data. We will not be responsible for any data you may leave on the product and we require you to back up your data before returning a product to us for repair.

Returned Part Not Defective

Where goods are returned as faulty by the Purchaser and they have been found to be not faulty as claimed, a minimum fee of $100.00 may be charged to cover the cost of testing plus a courier charge for returning the product to the Purchaser.