We want you to have the best possible experience with your new ENGLAON TV, so we’ve put together some useful information to make life easier for you in regards to your product’s warranty. Everything is plain and simple, so you don’t need to worry about navigating your way through fancy jargon.
Who is providing this warranty?The warranty is provided by ENGLAON Television.
How does this warranty work?Rights under the warranty sit alongside the New Zealand's Consumer Law Consumer Guarantees, which can’t be excluded. If there’s an inconsistency between this Policy and the New Zealand Consumer Law, then the New Zealand's Consumer Law will prevail.
This warranty is valid for 12 months from your original date of purchase. This is known as the Warranty Period. If you’d like to make a Warranty Claim, it needs to be lodged before your Warranty Period expires. This means you need to contact ENGLAON’s Customer Service team within your Warranty Period via phone or email and provide us with:
- - your order number,
- - the model number and serial number of the TV,
- - your full name, postal / delivery address, and telephone number.
Once you’ve contacted Customer Service, we may ask you to return the warranty item back to us. In these circumstances, we will arrange a courier service at our expense.
Will you pay for the packaging I need to return my TV?All returns need to be suitably packaged for transit before return to prevent any damage, especially to the screen. We hope you understand that we can’t cover the cost of the packaging you’ll need, nor will we be able to send the packaging to you.
We strongly recommend that you keep your original packaging to assist in this return process.
Do you offer a loan TV for the time my unit is under repair?ENGLAON is unable to provide any loan equipment while TVs are being repaired or swapped.
What if I’ve received the incorrect product or my product is Dead on Arrival (DOA)?We’re only human and occasionally shipping errors do creep in. If you’ve received the incorrect product or your TV is Dead on Arrival (DOA), simply contact our Customer Service team within three business days.
They may ask you to provide photos of the product(s) and packaging for our records. We’ll then arrange a courier at our expense to collect & return the product in its original condition and packaging within seven business days from receipt so that we can replace it for you.
What if my TV is faulty?We offer a warranty against manufacturer’s defects and will gladly provide you with a brand-new replacement TV or a refund within 30 days of your original purchase.
Please note that manufacturer’s defects don’t include:
- - damage caused during transit, when moving the TV, or during installation and set-up,
- - physical damage or failure resulting from user errors including but not limited to improper installation and set-up, misuse, abuse, or negligence
- - damage resulting from incorrect maintenance or storage,
- - damage resulting from incorrect cleaning including but not limited to the use of chemical substances,
- - damage caused by dust, salt build-up, or insufficient ventilation,
- - damage caused by rust or corrosion,
- - power surge or power outage damage,
- - water or liquid damage,
- - rodent, insect, or animal damage,
- - damage resulting from natural phenomena including but not limited to high or low temperatures, humidity, lightning strikes, and natural disasters,
- - accidents, theft, or vandalism,
- - normal wear and tear,
- - damage to the TV’s service seal or a broken TV service seal,
- - circumstances where ENGLAON reasonably considers that misuse of the product has occurred,
- - issues resulting from modification of the product’s parts and its software, or the use of incompatible parts and software,
- - replaceable parts or accessories (such as fuses or disposable batteries)
- - physical damage to the screen including but not limited to cracks,
- - Failed attempts to hack, or ‘flash’ the product’s firmware or software.
If your product arrives damaged, please notify us immediately so we can ship a replacement product to you. We may ask you to provide photos and/or videos showing the product & its packaging to help in our negotiations with the courier.
In this event, ENGLAON will issue a replacement product.
What if my TV develops a fault after 30 days of purchase?This warranty is valid for 12 months from the original date of your purchase. If your TV develops a fault after 30 days and is still within the Warranty Period, we’ll happily repair it for you. If we deem that it’s not reparable, then we’ll replace it with an equivalent or better model.
What if I change my mind about the TV I bought?We accept change-of-mind returns within seven days from your original date of purchase. In the case of a ‘change of mind’ return, you’ll need to pay for return shipping yourself and will be held liable for loss or damage in transit.
Please note that ‘change of mind’ returns are subject to the following conditions:
- - the product must be in brand-new condition, unused, and in its original packaging,
- - the postage you originally paid is non-refundable,
- - all ‘change of mind’ returns are subject to a 10% – 20% restocking and handling fee, depending on the condition of the product when it arrives,
- - sale items won’t be issued with a refund, but you’ll be eligible for a credit note.
To lodge a Warranty Claim, please contact ENGLAON Customer Service by:
Phone: +613 9121 3737
Email: service@ENGLAON.com.au
Hours of operation are Monday to Friday 9:00 am to 5:00 pm AEST.
Please note that we are based in New Zealand, which operates in New Zealand's Standard Time. Rest assured we will respond to any comments or enquiries promptly.
Please have the following information readily available:
- - your order number,
- - the model number and serial number of the TV,
- - your full name, postal / delivery address, and telephone number.
