warranties

Various products have different warranties.  Unless otherwise stated, all warranties are implicitly 12 months from date of payment (excl software which has no warranty other than guaranteed not to be DOA).  Any warranties given are done so on behalf of LemonAid's suppliers, and we are therefore constrained to adhere to the specifications, terms and conditions of each individual supplier.   Unless otherwise stated, all warranties are RTB (Return to Base) at your expense.  Check with us first to see if the item you are returning has an on-site warranty covered directly by the manufacturer.

As a guide, warranties cover defects in manufacture and workmanship, and exclude: wear and tear, theft, accidental damage of any sort, purposeful damage of any sort, damage caused by using the goods in conjunction with any other goods or hardware / software, software or hardware compatibility issues, any sort of power surge / outage event, and any type of tampering / modification that is not expressly allowed for. 

Additionally, warranty replacement of any goods will only be granted upon the return of the goods in question at the customer / purchasers expense (either to LemonAid or our Supplier directly: we will advise you at the time which is appropriate), the testing of said product by LemonAid or our Supplier (as warranted), and the agreeance of LemonAid's Supplier that the warranty claim is valid.  You (the customer / purchaser) agree to send the goods back to us in packaging that will ensure no further damage is sustained by your goods, at your cost.  It is preferable to send the goods back in their original packaging wherever possible, as this ensures maximum protection from damage and mis-handling.  LemonAid is in no way responsible for any damage or theft of goods being returned to us.

LemonAid endeavours to resolve all warranty claims with 24-48 hours (excluding weekends), but you should allow up to 5 working days (Note: depending on the time of year and the type of product, replacement or repair can take up to 10 working days).  We will, upon the agreement of our Supplier, send identical replacement goods out to you at our cost by our standard method of delivery.  Should you wish to make special arrangement for delivery, please contact us immediately.  Note that LemonAid reserves the right to decline any special requests, but we will endeavour to meet any that are deemed reasonable at the time.  Should you (the customer / purchaser) require speedy replacement of any goods above and beyond LemonAid's normal freighting and warranty methods, additional charges (i.e. for use of a Courier rather than NZ Post mail, or specifically a Saturday delivery) will be made, which are payable by the customer / purchaser immediately.  Failure to pay such charges will be deemed to be non-payment and may be referred to a Debt Collection Agency of LemonAid's choice, which will include the payment of all and any charges by said Debt Collection Agency by the customer / purchaser that LemonAid may incur.

Both LemonAid and our Suppliers reserve the right to effect a fix instead of a full replacement should the nature of the fault warrant that.  Such a decision is at LemonAid or our Supplier's sole discretion, and our decision is final.

NOTE: Any item returned to us that is not faulty is subject to our standard labour charges.  A minimum technician's fee of $20 applies to all non-faulty returns.  Non-faulty items will not be returned to you until the technician's fee has been paid (including the cost of return postage / courier as applicable).

warranty claim procedure

1) Contact LemonAid by e-mail or phone, detailing the nature of the fault. PLEASE MAKE SURE you have gone through rigourous testing of the faulty item to the best of your ability before you consider a warranty claim.  Many "faults" are due to software drivers, system updates, hardware conflicts and products not being calibrated correctly. 

2) Once we have considered your claim, we will give you the approval to send the goods back, either to us or our supplier.  PLEASE DO NOT SEND ANY GOODS BACK BEFORE CONTACTING US!  When you have our express approval, you agree to send the goods back to us in packaging that will ensure no further damage is sustained by your goods, at your cost.

3) Once we or our suppliers have assessed the condition and nature of the fault, we will advise you within 24-48 hours (excluding weekends) of our decision.

4) Upon approval of a replacement or fix, we or our Supplier will endeavour to have your replacement / repaired goods back to you within 24-48 hours (excluding weekends).  Note that depending on the time of year and the type of product, replacement or repair can take up to 10 working days).

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