Warranties, Returns & Refunds

Definitions

“Supplier” refers to D2X Communications or its Distributor.

“User” refers to the buyer or end-user.

Fitness for Purpose

The Customer assumes full responsibility for assessing the suitability and fitness for purpose of the ordered goods. The Supplier provides no warranties, unless expressly stated in writing and to the extent permitted by law.

Change of Mind

Refunds are not typically granted for instances of changed preference, incorrect selection, or finding lower-priced alternatives elsewhere. It is advisable to thoroughly review orders before finalizing.

Returned Goods

1. The Supplier is not obligated to accept returned goods, and acceptance is subject to mutually agreed terms in writing for each case.
2. Goods returned under the above condition may incur a restocking fee. Goods valued over $200 may be subject to a 20 percent restocking fee.
3. If agreed upon, the Customer must bear the cost of returning goods to the Supplier’s place of business.
4. Non-standard, specially ordered equipment cannot be credited. The Customer is responsible for inward freight, packing, and delivery charges.
5. Returned goods must be accompanied by a delivery docket specifying the original invoice number, date of purchase, and reason for return.

Cancellation

No order may be cancelled or altered without written consent. The Customer must indemnify the Supplier against all liabilities, expenses, and losses resulting directly or indirectly from such cancellation or changes.

Before Claiming Warranty, You Must Ensure:

1. That the product is installed by a suitably qualified person and is installed in accordance with the manufacturer’s instructions or as detailed in the user guide and any applicable standard, as required in your region.
2. That you operate it in accordance with the manufacturer’s instructions or as detailed in the user guide.
3. That you maintain it in accordance with the manufacturer’s instructions or as detailed in the user guide.
4. That you notify the Supplier at their email support@d2x.au within 14 days of identifying a problem that you wish to claim a remedy for under this warranty.

International Warranty

The benefits given to you in this warranty are in addition to any rights or remedies you may have under law in your region. Under this warranty, the Supplier agrees to repair or replace the product, at the Supplier’s cost, if the product does not perform in accordance with the manufacturer’s specifications during the period of this warranty.

Unless otherwise stated by specific manufacturer’s warranty conditions, this warranty is valid for a period of 12 months from the original date of purchase.

Please retain your proof of purchase as this will need to be provided should you wish to claim under this warranty.

For international warranties, the User shall bear freight cost when sending the product under warranty claim.

Australia Only

In addition to the warranty provided above, our goods come with guarantees that cannot be excluded under 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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Warranty Periods

General Warranty (unless otherwise specified)	12 months
Dead-On-Arrival (DOA) – You can claim a product as DOA within this period of purchase	14 days
Matrix & Cel-Fi	24 months
Towers & Masts – no change of mind permitted	12 months
Matrix Warranty Extension	24 months
Blackhawk Antennas	5 years
Ruijie Reyee	3 years
Ruijie Enterprise	5 years
Robustel	24 months

Dead On Arrival (DOA) Policy

The Supplier offers a 14-day Dead On Arrival (DOA) policy. All units in which a manufacturing defect appears within 14 days of purchase by the end-user will be defined as a Dead On Arrival (DOA) as long as they meet all of the following criteria:

1. No physical or liquid damage can be found on the unit. (Damaged power sockets are not classified as warranty returns.)
2. No modification or improper attempted repair has been made to the unit by anybody other than an approved repair agent of the Supplier.
3. No damage has been made due to use of incorrect voltage supply/source.
4. No more than 14 days have elapsed since purchase date.
5. Must have Proof of Purchase.

Dead On Arrival (DOA) Return Procedure

The User submits Warranty Claim Form available here, or email issue details to support@d2x.au. The Supplier’s technical support team will determine if the fault is due to a manufacturing defect or other.

The Supplier’s technical support team will determine if the fault is due to a manufacturing defect or other.

If the unit is classified as a DOA, the Supplier will generate a Return Authorisation Number (RAN) and email a Return Authorisation Number (RAN) Form to the person returning the unit.

The dealer or the User arranges to return the faulty unit to the Supplier via the Supplier’s nominated courier.

The Supplier will cover the freight cost for the return of DOA and under-warranty products.

The Supplier will not pay for returns sent via couriers other than those nominated by the Supplier.

The following items need to be sent back to the Supplier:

1. Complete sales package where possible including all accessories;
2. Proof of purchase; and
3. Completed Return Authorisation Number (RAN) Form with RAN number.

Failure to adhere to the above process may delay the processing of any warranty claim.

The Supplier will then test the unit.

If no fault is found the unit will be sent back and the freight charge will be forwarded to the User.

If the unit is faulty, a replacement will be sent to the User. If no replacement unit is available, a repair agent of the Supplier will attempt to repair the unit at no cost to the User.

If the unit cannot be repaired, a credit will be issued.

The Supplier may seek reimbursement of any costs incurred by them when a product is found to be in good working order.

General Warranty Return Procedure

The User submits Warranty Claim Form available here, or email issue details to support@d2x.au. The Supplier’s technical support team will determine if the fault is due to a manufacturing defect or other.

If the unit is classified as a warranty repair, the Supplier will generate a Return Authorisation Number (RAN) and email a Return Authorisation Number (RAN) Form to the User.

The User arranges to return the faulty unit to the Supplier on the address mentioned on Return Authorisation Number (RAN) Form. Following items need to be returned:

1. Complete sales package where possible including all accessories;
2. Proof of purchase; and
3. Completed Return Authorisation Number (RAN) Form with RAN number.

Failure to adhere to the above process may delay the processing of any warranty claim.

The Supplier will then test the unit.

If no fault is found, the unit will be returned to the sender and a freight cost will be charged.

If the unit is faulty, it will be sent to the Supplier’s repair agent. The Supplier will cover the repair cost providing the unit passes all the criteria outlined in the warranty policy.

If the unit is irreparable, a replacement will be sent to the User.

If the Supplier cannot provide a replacement unit, a credit will be issued.

The Supplier may seek reimbursement of any costs incurred by them when a product is found to be in good working order.

Faulty Units Outside the Warranty Period

If your faulty unit is not covered by warranty, we can still attempt to repair it. Repair charges are based on time and parts plus freight cost. Repair quote costs $60.

Restocking Fee

The Supplier may charge a restocking fee of up to 20% if the returned product has been opened, used, or the packaging is marked.

Exclusions

1. Damage, malfunction, or failure resulting from incorrect installation, accidental damage, misuse, abuse, incorrect configuration, mis-adjustment of user controls, tampering, un-authorized repairs, un-authorized modification by any person, corrosive environment or infestation by insects or vermin.
2. To the extent permitted by law, any remedy, compensation, or damages associated with any claim under this warranty shall be limited to the original invoice value of the goods.
3. The Supplier may seek reimbursement of any costs incurred by them when a product is found to be in good working order.
4. The Supplier will not be liable for any costs incurred by the buyer unless the Supplier authorises these in writing in advance of the commencement of any works; and any such costs shall be limited to the invoice value of the faulty product.