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Warranty & Faulty Products
ARC IP Networks complies with the Australian Consumer Law (ACL).
If a product is faulty, damaged, not of acceptable quality, or does not perform as advertised, you are entitled to a repair, replacement, or refund in accordance with ACL.
Manufacturer Warranty Returns
For faults developing after 14 days within the warranty period:
- Contact ARC IP Networks first at info@arcip.com.au or 1300 100 440
- We will assess the issue and coordinate with manufacturers, authorised service centres, or distributors on your behalf
- Where required, a manufacturer RMA may be arranged
- ARC IP Networks manages the return process and next steps
Dead on Arrival (DOA)
Products that arrive faulty or damaged must be reported within 14 days of delivery.
ARC IP Networks will arrange assessment, replacement, or refund as appropriate.
Change of Mind & Non-Faulty Returns
Change-of-mind returns must be requested within 14 days of delivery. For change-of-mind returns, the product must be unused, unopened, in its original packaging, and returned with all accessories and documentation. These conditions apply only to change-of-mind returns and do not limit or exclude your rights under the Australian Consumer Law. Some products are not eligible for change-of-mind returns, including:
- Ex-demo products
- Clearance or markdown items
- Special-order items
- Products clearly marked “No Change-of-Mind Returns”
Important
This does not affect your rights under Australian Consumer Law.
If a product is faulty, not of acceptable quality, or does not meet advertised specifications, it remains eligible for return regardless of category.
Refunds & Processing Timeframes
- Approved refunds are processed within 7 business days of receiving returned goods
- Refunds are issued to the original payment method, unless otherwise agreed
- Replacement or repair may be offered where appropriate
- Store credit may be offered only with customer consent
Handling fees and non-returnable service charges may not be refundable where permitted by law.
Restocking Fees
For approved change-of-mind or non-faulty returns, a 15% restocking fee applies.
- Any applicable restocking fee will be clearly communicated prior to return approval
- The fee will be deducted from the refund amount
- Restocking fees do not apply to returns made under the Australian Consumer Law, including faulty, damaged, or misrepresented goods.
Return Shipping Costs
- Change-of-mind returns: The customer is responsible for return shipping costs.
- Faulty or defective products: ARC IP Networks covers return shipping under Australian Consumer Law.
Non-Warranty Repairs
For issues not covered by warranty:
- ARC IP Networks will provide a quote before proceeding
- Customers are responsible for all shipping and service costs
- No repairs are undertaken without customer approval
Return Methods
Returns may be made:
- In-store at ARC IP Networks – 6 George Street, Blackburn VIC 3130
- Or by shipment as instructed by our support team
Proof of purchase is required for all returns.