If you believe you are entitled to a full refund for your purchase, please contact your retailer directly. Make sure you visit their website to read their policies, and either call or visit their store as soon as possible to discuss next steps.
For replacement and repairs, you can contact us directly. The following policy applies:
If you discover what you believe is a product defect it is your responsibility to contact the Convoy Support team via completing the Convoy International Warranty Form within the specified warranty duration. Our customer support personnel are available during business hours (Monday – Friday, 9 am – 5 pm) to assist you in diagnosing and fixing any problems you may encounter in the use of the product.
Complete the Convoy International Warranty Form
WHAT IS COVERED
The Convoy International Warranty Agreement covers defects in materials and workmanship on every product and within the warranty period, subject to exceptions. The warranty period begins from the date you purchase your product, as determined by the date on the packing slip or invoice. The warranty period is not extended if Convoy International repair or replace a warranted product.
Please note that Convoy International do not provide warranty coverage for the below:
- Problems that result from external causes such as accident, abuse or misuse.
- Usage that is not in accordance with the product instructions
- Products that are used outside of Australia
- Products with missing or altered serial numbers
- Products which have had their housings opened or otherwise tampered with
- Problems caused by using third party accessories, parts or components
If in the diagnosis of reported performance issues with your product our customer support personnel determine that your product qualifies for a Warranty Return, a Returns Authority (RA) request will be initiated and a unique RA number will be emailed to you. Every Warranty Return must have an associated (RA) number.
All products must be returned in the original packaging with all contents included. Please ensure that any previous shipping labels or other delivery markings has been removed or covered completely. Failure to return all items included with your product, or returning the product without the manufacturer packaging may result in the product being shipped back to you at your own expense. Proof of purchase (i.e. a copy of your receipt) is required with all returns otherwise repairs will be at your own cost.
RETURNS SHIPPING DETAILS
To ensure successful delivery, ship returned products using the address provided:
c/o: NAD Electronics
Unit 2/314 Horsley Road
Convoy International will not be responsible for returned products sent without proof of tracking details. It is the sender’s responsibility to retain a copy of the shipping details with the applicable tracking number. The return is at your expense, therefore, Convoy International recommends you ship the product back to us via TNT or Registered Australia Post to ensure successful delivery. You have 14 days from the date of RA request to return your original product.
RETURN SHIPMENT TRACKING
You must email the Return Shipment Tracking number to: firstname.lastname@example.org.
Please include “Shipment Notification: RA # (please include your RA number here)” in the email subject line and the returns shipment tracking number and the day and time of drop off in the email body.
Convoy International will cover the cost of the return shipment. You will not be charged for the replacement product as long as you return the original product to us within 14 days after issuance of the RA.
PROBLEMS OUTSIDE OF WARRANTY
If Convoy International determines the problem is not covered under warranty, Convoy International will notify you and offer service or replacement alternatives that are available to you at your cost.