What is the product warranty?
The warranty offered on products sold by us, is the manufacturer's guarantee that the product is free from defects for a set period of time. During this period, the manufacturer agrees to repair or replace (at their discretion) faulty products.
What is covered by the warranty?
During the warranty period, the warranty covers parts which fail due to having been manufactured incorrectly, installed incorrectly or which have failed during normal use, through no fault or negligence of the user.
What is not covered by the warranty?
If a part fails due to improper operation, maintenance, care, transport or storage by the user, then the fault would not be covered by the warranty.
This includes: water damage, leaking batteries, impact damage or general wear and tear. If a user opens a product or attempts a repair themselves, this may cause further damage and void the warranty.
Batteries and chargers
Battery capacity reduces over time or with high use. Reduced battery capacity is considered normal wear and tear, and is usually not covered under the manufacturer's warranty. Battery chargers are subject to a lot of wear during normal use too, with cables being flexed, coiled and uncoiled frequently, leading to potential failures. This is also considered normal wear and tear and is not usually covered by the warranty.
Where are warranty repairs done?
Trig Instruments performs most warranty assessment and repairs in-house as authorised agents, however some items may need to be sent to the manufacturer, when specialised tooling is required or the manufacturer does not provide parts etc.
Who pays the freight to return a product for a warranty claim?
For us to do a warranty assessment, we require the user to send the item to us at their own expense. If the warranty is accepted by the manufacturer, we will cover the freight to return the item back to the user after warranty repair or replacement. We never accept a warranty claims before doing an assessment ourselves, so the product needs to be received by us to begin the assessment process. This is called a 'Return to base warranty' and all our products are sold as such.
Is calibration covered under the warranty?
Typically no. Calibration can go out for many different reasons and periodic checks are advised. Once we perform a calibration, it can only be guaranteed until it leaves our premises, as we have no control of it's care, transport, use or operation once it leaves our care. However if a manufacturer offers calibration(s) as part of their warranty, this is subject to the terms of that offer.
After a repair or replacement, does the warranty start again?
When a faulty product is repaired or replaced, the manufacturer’s warranty continues from the original purchase date and does not start again.
Can you just say it's covered by the warranty for us?
As warranty repair agents, we do not have discretion to decide what is and is not covered under the manufacturer's warranty, nor can we extend the warranty once it has expired. We do an assessment and we report the failure to the manufacturer in accordance with their own guidelines, then they make the decision if it is a valid warranty claim.
Manufacturers selling into New Zealand, must meet the terms and conditions of the Consumer Guarantees Act. Goods acquired for business purposes are excluded by law from the CGA.