Step 1: Contact ARC IP Networks
- For recent purchases or urgent issues, contact ARC IP Networks directly
- For all warranty enquiries, our team can assess the issue and guide you on the appropriate next steps
- Where applicable, we may coordinate directly with manufacturers, official distributors, or authorised service centres on your behalf
Step 2: Manufacturer Technical Support
Manufacturers, official distributors, or authorised service centres provide specialised technical support teams with product-specific expertise. Where appropriate, we may refer or assist you in contacting the manufacturer to ensure efficient resolution of technical issues.
This does not affect your rights under the Australian Consumer Law.
Step 3: Warranty Returns Process
For products requiring assessment, repair, or replacement:
- ARC IP Networks will advise whether a manufacturer Return Authorisation (RA) is required
- Where required, we will assist in coordinating the RA process
- ARC IP Networks manages the return logistics and keeps you informed throughout the process
Extended Warranty Options
Extended warranty options may be available for selected products. These are optional and do not replace or limit your rights under the Australian Consumer Law.
Please contact our team for details on available coverage, terms, and eligibility.
What We Provide:
- Resolution Centre: Streamlined processing for warranty assessments and returns
- Expert Guidance: Assistance navigating manufacturer and distributor processes
- Clear Communication: Regular updates throughout the warranty process
Before Contacting Support
To help us assist you efficiently, please have the following available:
- Product serial number and model number
- Proof of purchase from ARC IP Networks
- A description of the issue and any troubleshooting already attempted
Warranty Claim Processing Times
We aim to process all warranty claims as quickly as possible. Below are our standard processing timeframes:
| Stage | Timeframe |
|---|---|
| Initial Response | Within 2 business days |
| Assessment & Decision | Within 7 business days |
| Replacement Dispatch | Within 3 business days of approval |
| Manufacturer-Involved Claims | Up to 30 business days |
Note: Timeframes may vary during peak periods or for complex claims requiring manufacturer assessment.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
These guarantees apply in addition to any manufacturer warranty and cannot be limited or excluded.
Warranty Exclusions (Manufacturer Warranty)
The following exclusions may apply to manufacturer warranties only, where permitted by law:
- Physical damage caused by misuse, accident, or improper handling
- Water or liquid damage where the product is not rated for such exposure (e.g. below IP67)
- Damage caused by unauthorised modifications or repairs
Important:
These exclusions do not limit or exclude your rights under the Australian Consumer Law. If a product is faulty, not of acceptable quality, or does not perform as advertised, you may still be entitled to a repair, replacement, or refund under ACL.