Warranty Terms & Conditions
Application of This Warranty
This Commercial Warranty applies to Products supplied by SONIQ Digital Media Pty Ltd (“SONIQ”) to customers acquiring the Products for commercial, industrial, institutional, business, resale, or enterprise use (“Commercial Customers”), including but not limited to digital signage, kiosks, displays, mounting systems, controllers, and associated hardware (“Products”).
This Commercial Warranty applies to all commercial sales unless expressly varied or replaced by a separate written agreement executed by SONIQ, including a project agreement, maintenance agreement, service level agreement, or managed services contract.
To the extent of any inconsistency between this Commercial Warranty and any prior warranty terms, marketing material, website content, quotations, purchase orders, or other documentation, this Commercial Warranty prevails unless otherwise expressly agreed in writing by SONIQ.
Nothing in this Commercial Warranty excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (“ACL”) or other applicable legislation that cannot be excluded.
Statutory Rights
Nothing in this Commercial Warranty excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (“ACL”) or any other applicable legislation that cannot lawfully be excluded.
To the extent permitted by law, where the ACL applies to a supply of Products to a Commercial Customer, SONIQ’s liability is limited to the remedies expressly required under the ACL.
Where the ACL does not apply, the rights and remedies provided under this Commercial Warranty are the sole and exclusive remedies available to the customer in relation to the Products, subject to any separate written agreement executed by SONIQ.
Warranty Coverage
Subject to the terms of this Commercial Warranty, SONIQ warrants that the Products supplied to a Commercial Customer will be free from defects in materials and workmanship arising under normal operating conditions for a period of twelve (12) months from the date of delivery, unless otherwise expressly agreed in writing (“Warranty Period”).
During the Warranty Period, and upon confirmation that a defect is covered under this Commercial Warranty, SONIQ may, at its sole discretion:
a) Repair the defective Product or defective component; or
b) Replace the defective Product with a product of equivalent or superior specification, which may be new or refurbished; or
c) Supply replacement parts for installation by the customer or its contractors.
SONIQ’s obligations under this Commercial Warranty are limited strictly to the repair, replacement, or supply of replacement parts for the affected Product only, and do not include any labour, freight, access, installation, commissioning, configuration, removal, or associated costs, unless expressly agreed in writing.
Replacement Products or parts supplied under warranty assume the remaining balance of the original Warranty Period and do not reset or extend the Warranty Period, unless otherwise agreed in writing.
What Is Not Covered
This Commercial Warranty does not apply to, and expressly excludes, any failure, defect, damage, cost, or liability arising from or attributable to:
a) Normal wear and tear, cosmetic deterioration, aging, discoloration, brightness degradation, or consumable components;
b) Physical damage of any kind, including impact, crushing, scratching, liquid ingress, corrosion, vermin or insect infestation, vandalism, theft, fire, flood, or exposure to environmental conditions outside the Product’s rated specifications;
c) Improper installation, commissioning, relocation, servicing, modification, or removal not performed or expressly approved in writing by SONIQ;
d) Electrical or power-related issues, including unstable or insufficient power supply, incorrect voltage, power surges, brownouts, lightning events, inadequate grounding, electrical interference, or failure of external power protection equipment;
e) Network, software, or configuration issues, including operating system corruption, third-party software, firmware modification, cybersecurity incidents, content errors, CMS configuration issues, bandwidth limitations, signal interference, or network outages;
f) Pixel defects, uniformity variances, colour variance, brightness variance, image persistence, or burn-in within accepted industry tolerances;
g) Misuse, negligence, abuse, unauthorised modification, unauthorised repair, operation outside published specifications, failure to follow operating instructions, or failure to perform reasonable maintenance;
h) Damage occurring during transport, handling, or storage arranged or controlled by the customer or third parties;
i) Accessories and ancillary components, including cables, remotes, batteries, adapters, mounting hardware, brackets, fasteners, and consumable installation materials, unless expressly stated otherwise in writing;
j) Any labour, freight, access, installation, de-installation, commissioning, testing, or third-party costs associated with diagnosis, repair, or replacement.
Installation Responsibility
Unless expressly agreed in writing in a separate agreement executed by SONIQ:
a) SONIQ is not responsible for site surveys, site preparation, structural works, electrical works, data cabling, network provisioning, civil works, permits, certifications, engineering approvals, building compliance, fire compliance, access coordination, traffic management, or any regulatory or statutory approvals required for installation or operation of the Products.
b) The customer is solely responsible for ensuring that all installation works, mounting systems, power supply, network infrastructure, environmental conditions, and site compliance meet all applicable laws, standards, codes, and manufacturer specifications.
c) Any installation, relocation, servicing, or removal of Products performed by third parties is undertaken entirely at the customer’s risk.
d) SONIQ is not liable for any damage, defect, failure, safety issue, performance degradation, or non-compliance arising from or contributed to by site conditions, structural adequacy, environmental exposure, power quality, network stability, third-party workmanship, or improper installation.
e) Any damage or failure arising from installation activities or site conditions is expressly excluded from warranty coverage.
Freight, Labour and Access Costs
Unless expressly agreed in writing in a separate agreement executed by SONIQ:
a) All freight, transport, courier, handling, insurance, customs, duties, taxes, and logistics costs associated with the delivery, return, repair, replacement, exchange, redeployment, or movement of Products are the responsibility of the customer, including in connection with any warranty claim.
b) All labour costs associated with de-installation, removal, re-installation, commissioning, configuration, testing, troubleshooting, site attendance, project management, and any third-party contractor engagement are the responsibility of the customer.
c) All site access and compliance costs including after-hours access, inductions, permits, security escorts, traffic management, lift bookings, parking, site supervision, and compliance requirements are the responsibility of the customer.
d) SONIQ’s obligations under this Commercial Warranty are strictly limited to the repair or replacement of the defective Product or component only and do not include any ancillary costs whatsoever unless expressly agreed in writing.
Assessment, Testing and No-Fault Charges
Where a Product is returned, inspected, or attended by SONIQ or its authorised representatives and:
a) No defect is identified; or
b) The defect or issue is excluded from warranty coverage under this Commercial Warranty; or
c) The issue arises from misuse, environmental conditions, installation, power quality, network configuration, software, third-party interference, or external causes,
SONIQ may charge an assessment, testing, handling, and administration fee (currently $150 + GST), in addition to all applicable freight, labour, access, and associated costs incurred.
The customer authorises SONIQ to invoice such charges and agrees that payment is due in accordance with SONIQ’s standard payment terms.
Service Levels and Logistics
Unless expressly agreed in writing in a separate agreement executed by SONIQ:
a) SONIQ does not provide on-site service, field labour, installation, commissioning, configuration, project management, or technical support services as part of this Commercial Warranty.
b) Replacement Products or parts, where approved under warranty, are supplied on an exchange, return, or parts-only basis at SONIQ’s discretion.
c) Advance replacement, loan equipment, temporary substitutions, expedited freight, priority handling, or guaranteed delivery timeframes are not included under this Commercial Warranty.
d) Any delivery, dispatch, or logistics timelines provided by SONIQ are estimates only and are subject to carrier availability, supply chain conditions, and external factors beyond SONIQ’s control.
e) SONIQ does not guarantee uptime, availability, response times, or restoration times unless expressly agreed in a separate written service level agreement.
Data and Configuration
The customer is solely responsible for maintaining current backups of all data, content, software, system configurations, network settings, credentials, licences, and any other information stored on or associated with the Products prior to any inspection, repair, replacement, update, reconfiguration, or service activity.
The customer acknowledges that repair, replacement, firmware updates, component replacement, or system resets may result in the loss, deletion, corruption, or overwriting of data, content, software, and configuration.
To the maximum extent permitted by law, SONIQ is not liable for any loss of data, content, configuration, software, licences, credentials, or associated business interruption arising from any warranty or service activity.
Limitation of Liability
To the maximum extent permitted by law:
a) SONIQ is not liable for any indirect, incidental, special, consequential, or economic loss or damage of any kind, including but not limited to loss of profit, loss of revenue, loss of advertising revenue, loss of business, loss of goodwill, loss of data, loss of opportunity, business interruption, or reputational loss, whether arising in contract, tort (including negligence), statute, or otherwise.
b) SONIQ is not liable for any loss or damage arising from or contributed to by delay in delivery, logistics disruption, supply chain constraints, labour availability, third-party service providers, or events beyond SONIQ’s reasonable control.
c) Subject always to any non-excludable rights or remedies under applicable law, SONIQ’s total aggregate liability arising out of or in connection with the supply, use, performance, failure, or replacement of any Product (including under this Commercial Warranty) is limited to the lower of:
i) The amount paid by the customer to SONIQ for the affected Product; or
ii) The reasonable cost of repair or replacement of the affected Product.
d) This limitation applies per claim and in aggregate across all claims relating to the same Product or related event.
The product is faulty
If you receive a product that is faulty, we will accept your return provided that:
- The case be reported to our customer service team following the return process listed below;
- The product is in the same condition as when received by you; and
- The product is in its original packaging, including any instruction manuals and accessories.
Subject to the conditions of this Returns Policy, where we accept a return that is faulty, the Product will be repaired or replaced in accordance with the SONIQ Confidence 12 months warranty terms. Please note for refurbished items that has cosmetic deffects damages such as scratch and dent would not be considered to be faulty.
Warranty Claim Process
a) The customer must lodge a service request through SONIQ’s designated support channels during normal business hours.
b) The customer must provide valid proof of purchase, serial number(s), site details, fault description, and any supporting information reasonably requested by SONIQ to enable preliminary assessment.
c) The customer must perform reasonable preliminary troubleshooting as requested by SONIQ, including power checks, cable verification, configuration checks, and basic diagnostics, prior to any physical return, dispatch, or site attendance.
d) SONIQ may conduct remote diagnostics and request logs, photos, video evidence, or system access to assess the reported issue.
e) SONIQ will determine, acting reasonably, whether the reported issue qualifies for coverage under this Commercial Warranty.
f) No Product may be returned, shipped, or presented for inspection without prior written authorisation from SONIQ and the issuance of a return authorisation number (“RAN”). Products returned without authorisation may be refused, returned at the customer’s cost, or not processed.
g) Once authorised, the customer must make the Product available for inspection, collection, or dispatch within the timeframe specified by SONIQ and in accordance with SONIQ’s packaging and handling instructions.
h) All freight, access, and handling arrangements must be confirmed and agreed prior to dispatch or collection.
i) SONIQ may suspend or close a service request if the customer fails to provide required information, access, or cooperation within a reasonable timeframe.
Contact Details
SONIQ Digital Media Pty Ltd
447 Swan Street,
Richmond, VIC 3121,
Australia