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Warranty Information

Warranty Enquiry Line 1300 330 361

All Zyxel products come with a warranty against defects and guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for 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.

If your Zyxel products are purchased in Australia on or after 1 January 2012, the following information applies to you:

In addition to your other rights and remedies under law, your warranty against defects is given by:


Zyxel Communications Corporation – Worldwide Headquarters

Tel: +886-2-2912-3685
Address: 11F., No.223, Sec. 3, Beixin Rd., Xindian Dist., New Taipei City 231, Taiwan (R.O.C.)
Email: sales@zyxel.com.au

The warranty covers defects in products that appear in the warranty period stated on product packaging or warranty documentation provided with the product. Zyxel's warranty entitles you to a product replacement or other remedy as specified on your product packing or warranty documentation.

To make a claim under the Standard Warranty you will need to:

a) Contact Zyxel on 1300 330 361 to register your claim and provide the details to enable Zyxel to assess the claim.
b) If you are required to return the product to Zyxel, you will be advised of the postal address and other relevant information. You will need to submit proof of purchase (e.g. invoice or purchase receipt) with your claim. And you are responsible for all transport, shipping and product inspection costs associated with making a claim.

This warranty shall not apply to any products which have been subjected to modification, misuse, neglect, accidents of nature, or shipping damage.

Product Categories Warranty Period
Home Products
  • Wireless LAN connectivity
  • Network storage
2 years*
Business Products
  • Security
  • Switch
  • Wireless LAN
  • Gateway

Excluding all accessories (ticket printers, SFP, antenna, cables, adaptors, etc.)

3 years*
Service Provider Products
  • DSL CPE
  • MSAN/DSLAM
  • Fiber Access
  • Carrier & Access Switch
Please refer to the warranty services and conditions from your service provider.

*Applicable to Australia and effective from the 1st of October 2011.

1. Limited Warranty

  • This Policy applies to original purchasers of products from Zyxel, Zyxel Distributor or Reseller and products purchased and delivered within Australia/New Zealand.
  • Zyxel warrants that the hardware portion of the Zyxel products shall be free from material defects in workmanship and materials and will function, under normal use and circumstances.

The term “Hardware” does not include any software or firmware programs, whether pre-load with the Hardware, installed subsequently or otherwise.
Nothing in this Policy affects any statutory rights of consumers that cannot be waived or limited by contract.

2. Repair Service

  • Repair service fee shall be applied for defective Hardware which is out of warranty.
  • Customer’s sole and exclusive remedy and Zyxel’s sole and exclusive liability for defective Hardware shall be, subject to the terms and conditions contained herein, and solely upon confirmation of a defect or failure of Hardware to perform as good, to repair the nonconforming Hardware. All repaired Hardware furnished to Customer shall be new or reconditioned to be functionally equivalently to new. Repaired Hardware is warranted to be free of defects in material or workmanship of the original Hardware. All defective Hardware, which has been replaced, shall become the property of Zyxel.

3. What is Not Covered

  • Power cords and adapter, accessory cables, consumables (including fan, fan module, power module and so on), renew/replacement package (includes color box, carton, inner box and so on) or other accessory products not manufactured by Zyxel are NOT covered in this repair service. Instructions for ordering replacement power cords, accessory cables or other accessories can be provided by Zyxel representatives. In case of Customer request for renew or repackage service, Zyxel would charge for reasonable handling fee as an additional service expense.
  • Products, if in Zyxel’s judgment, have been subjected to abuse, accident, alteration, modification, tampering, negligence, misuse, faulty installation, lack of reasonable care, repair or service in any way that is not contemplated in the documentation for the product, or if the model or serial number has been altered, tampered with, defaced or removed; Initial installation, installation and removal of the product for repair, and shipping costs; Operational adjustments covered in the operating manual for the product, and normal maintenance; Damage that occurs in shipment, due to act of God, failures due to power surge, and cosmetic damage; Any hardware, software, firmware or other products or services provided by anyone other than Zyxel
    Products that have been purchased from inventory clearance or liquidation sales or other sales in which Zyxel, Zyxel Distributor or Reseller, or the liquidators expressly disclaim their warranty obligation pertaining to the product. Repair by anyone other than ZyXEL or ZyXEL’s Authorized RMA Center will void this Warranty.
  • Zyxel shall not be responsible for any software, information, or memory data of Customer contained in, stored on, or integrated with any Hardware returned to Zyxel for reparation. Customer is responsible for backing up its programs/data to protect against loss or corruption.
  • The Hardware is not designed, manufactured or intended for use in hazardous environments requiring fail-safe performance, such as in the operation of nuclear facilities, aircraft navigation or air traffic control, weapons system, direct life-support machines, or any other application in which the failure of the Hardware could lead directly to death, personal injury, or severe physical or property damage or environmental damage (collectively, “High Risk Activities”). Zyxel expressly disclaims any express or implied guarantee of fitness for such High Risk Activities.
  • The hardware is provided on an “AS IS” basis without warranty of any kind, either expressed or implied. Zyxel does NOT warrant that the hardware will meet the Customer’s requirements or that its operation will be uninterrupted of error free. To the maximum extent permitted by applicable law, Zyxel disclaims all warranties, either express or implied, including but NOT limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

4. Low-cost Product List

A “low cost model” list, product models that are not economically to send back to Repair Center for repair, is available on Zyxel RMA website: http://erma.zyxel.com/
Each party understands and agrees that the foregoing exclusion of RMA service are essential elements of this Pay Repair Service and the Parties’ basis of the bargain and that without such exclusions, the material and economic terms of the agreement would be Substantially different. In the event there are conflicts between the regulations/applicable laws and “Zyxel Global RMA Policy” and the Exclusion hereof is determined by a court to be unenforceable, the Fixed Sales Credit Refund granted to Customer shall be withdrawn and reimbursed to Zyxel immediately.

5. Quality Issue Handling

In the case of a product model exceeds 1% failure rate, Zyxel will proceed with the quality issue investigation and provide customer spare parts for urgency if necessary. After sample testing, Zyxel will provide root cause analysis report and recovery plan respectively according to investigation result. However, if the issue is not considered as quality issue after a thorough investigation, customer should compensate Zyxel for the spare parts, transportation cost and handling charge incurred due to this issue.
The damage which occurs as a result of accident, abuse, misuse, abnormal working conditions, unauthorized modification or natural disaster is considered an exclusion from quality issue

6. Transportation Charges

Customer and Zyxel will take the transportation charge each one way. Customer is responsible for all transportation, insurance, duties and other similar charges for returned Hardware and must ensure that the Hardware is appropriately packaged. Shipping damages, resulting from improper packaging will be Customer’s responsibility.

7. Restrictions and Disclaimer

Zyxel shall not be responsible for any software, information, or memory data of Customer contained in, stored on, or integrated with any Hardware returned to Zyxel for reparation. Customer is responsible for backing up its programs/data to protect against loss or corruption.

The Hardware is not designed, manufactured or intended for use in hazardous environments requiring fail-safe performance, such as in the operation of nuclear facilities, aircraft navigation or air traffic control, weapons system, direct life-support machines, or any other application in which the failure of the Hardware could lead directly to death, personal injury, or severe physical or property damage or environmental damage (collectively, “High Risk Activities”). Zyxel expressly disclaims any express or implied guarantee of fitness for such High Risk Activities.

The hardware is provided on an “AS IS” basis without warranty of any kind, either expressed or implied. Zyxel does NOT warrant that the hardware will meet the customer’s requirements or that its operation will be uninterrupted of error free. To the maximum extent permitted by applicable law, Zyxel disclaims all warranties, either express or implied, including but NOT limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Remark: Zyxel reserves all rights including interpretation and modification to this warranty policy.