WARRANTY & RETURNS POLICY
Infiray NZ are committed to customer satisfaction, product support and administrating the warranties of our products and the manufacturers we represent. Any items found to be faulty within the manufacturer’s warranty period will be inspected, repaired or replaced in accordance with the manufacturer’s guidelines, to their specifications. If the item cannot be repaired or replaced in a reasonable time frame, the item will be credited.
Warranty Coverage
Infiray NZ units are covered by a three year warranty against manufacturing defaults. We will endeavour to resolve all warranty assessments and/or repairs within a two week period. All warranty claims must be accompanied by an original purchase receipt and presented to the original store/store group where the item was purchased from.
Please note local warranties may differ from international warranties, always check our website for local information.
Product Support
Infiray NZ and its manufacturers provide manuals, help guides and on line support. Please refer your customer to these for basic assistance when using the products they purchase. If they are not able to resolve problems this way, please consult the Product Guides and go through them with the customer, then contact us if the problem persists.
Product Returns
Prior to any return being accepted please ensure the product is within the warranty period, go through the on line Product Guides with the customer, if this fails then contact us in case we can provide more information to help, then if the issue remains unresolved, at our discretion you may be able to return the item.
Some items may need to be returned overseas to the manufacturer for repair, please allow extra time if this is the case and inform the customer.
Return postage is the responsibility of the dealer, postage back to the store or in some cases, drop ships to the customer for faulty items will covered by Infiray NZ. Infiray NZ is not liable for any items lost or stolen during postage, please ensure items are adequately insured.
Non-Warranty items and repairs
Please contact us regarding any non-warranty items caused by instance of damage or misuse outside of the warranty conditions. The item may be returned for general repairs, once any repairs are confirmed we will invoice, repair the item and post back at the customer’s expense.
Non-Faulty Items
Items returned that are not faulty may attract a service, inspection and postage fee. Please run through the Product Guides carefully and follow this policy to prevent this, please advise customer also prior to returning the item.
In-store credits, replacements and refunds
All product credits, replacements and refunds in store or by a dealer need to be authorised prior to issuing to a customer. Unauthorised in-store credits, replacements and refunds are solely the dealer’s responsibility and risk. Returns of faulty stock for credit will not accepted unless authorised, as if they can be repaired the items will be sent back to the dealer to be resold.
Infiray is distributed in New Zealand by Spika NZ Pty Ltd.
Unit 7/49 Totara Street,
Mt Maunganui,
Tauranga 3116
07 219 7009
www.infirayoptics.co.nz