Warranty & Returns
Contact Us First
If you’re unsure if the goods are faulty please contact our service department before sending the goods back. Our team may be able to resolve your issue without actually needing to bring the goods back to us.
Every product comes with a different manufacturer warranty duration, these warranty durations are strictly enforced on Signspace by our suppliers, distributors and manufacturers and we are obliged to pass on this enforcement. We strongly recommend contacting Signspace as soon as you establish you have a faulty product.
Components and Solutions required to be put together (including Media Players, Physical CMS’s, AV hardware and Displays)
If you purchased individual components to build a solution yourself it is your responsibility to diagnose which component is faulty and return the faulty component. If you would like Signspace to test each component and determine why the solution you built is not working on your behalf that is separate to any potential warranty claim and is billable work. If you want a solution with a full system warranty we highly recommend having Signspace test and build your solution starting from $400.
Components Ordered Online
If you’re confident the goods are faulty or you require our assistance diagnosing the issue in person please make contact with Signspace straight away. Remember you will need to provide proof of purchase.
If your purchase is less than 24 hours old and it is considered Dead On Arrival (DOA) we will endeavour to test your goods and provide a resolution on the spot. It is not always practical for us to test on the spot and for intermittent or highly technical issues more testing may be required than can be done on the spot. In these circumstances your return will need to be left with us for testing.
If your purchase is older than 24 hours we will endeavour to provide you a resolution within 21 business days of delivering/shipping the goods back to Signspace. This is not always possible where goods need to be sent to international service centres.
Signspace may need to consult or send your goods to the manufacturer or their local repair agent to confirm the fault. Once your product has been determined as faulty we will provide you with guidance on whether it will be repaired, replaced or refunded based on the nature of the fault.
Should the outcome of your return end in a refund where practical, and at Signspace’s discretion, Signspace will provide your refund to you in the same payment method as the original payment for the goods. Once a refund is approved we will action the refund within 7 days of that approval.
If you wish to courier the goods back to us, do not do so until you have been in contact with our service department who will provide you with return address details and a return reference number so it can be identified when it arrives at our office.
Where products returned to us as faulty which after testing are not faulty, Signspace may at its discretion charge for our time and/or other costs incurred by us carrying out the testing of your products.
Overall warranty replacement and faulty products are at the sole discretion of the manufacturers and distribution channels.
Components Purchased Online and Delivered to a Business Address
Log into your Signspace account on our website and click the Return a Product option. In here you will be able to select which product you are returning, describe your fault/issue and upload photos where appropriate. Once you have submitted this form you will be provided a PDF file to print and include with your return.
If your purchase is less than 24 hours old and it is considered Dead On Arrival (DOA) Signspace you will be required to complete and return the product form. Once you have completed the return of a product form please contact Signspace (on the return a product PDF confirmation) and they will provide steps to enable you to send the goods back. Note that in most instances we are unable to reimburse for your own courier, but will endeavour to organise pickup of the faulty equipment from a business address. If your purchase is DOA and you want Signspace to pay for the return courier you must receive a return label from Signspace.
For purchases older than 24 hours you are responsible for returning the product to Signspace warehouse or repair centres unless it has an onsite warranty service. Please feel free to check with us on this before sending your faulty product back to us.
When returning goods to Signspace by courier (at our expense or yours) you are responsible for packaging the goods reasonably so they're not damaged in transit.
If you’re unable to log into your account and complete the return a product form please contact Signspace by phone or email and they will be able to assist you.
Once Signspace, manufacturer, or the repair centre has received your return we will begin to determine the issue and keep you updated.
After your goods have been repaired or replaced, Signspace will ship them back to you at you at our cost.
Where products returned to us as faulty which after testing are not faulty, Signspace may at its discretion charge for our time and/or other costs incurred by us carrying out the testing of your products as well as charge shipping back to your address.
Signspace Custom Solution Bundle and Content Management System Software
Signspace is proud of the excellent reputation our solution system offerings have and we stand behind our products 100%. We will endeavour to resolve faults with your Signspace solutions promptly upon return to us. Most issues with our custom solutions and software can be resolved within a few days.
Signage Displays Ordered Online
If you have purchased an onsite warranty with any signage displays offering this service please see the documentation that came with your display for using the onsite warranty. If you have any trouble with this procedure please feel free to get in touch with us.
If your warranty is a return to base warranty you will need to organise your order back to Signspace should it develop any faults. Please contact our service department prior to organise shipping hardware back as they may be able to resolve your issue without actually needing to send the goods back to us or the repair centre.
Online Purchases Delivered to Your Address
If your order of hardware is less than 24 hours and it needs to be returned with a fault, Signspace will cover the shipping of the hardware back to one of our partner service centres for remediation. Please contact Signspace for return process and procedures
After 24 hours and if you have purchased an onsite warranty with your hardware please see the documentation that came with your order for using the onsite warranty. If you have any trouble with this procedure please feel free to get in touch with us.
If you have a return to base warranty and the hardware is older than 24 hours then you will need to return the hardware to a Signspace repair centre at your cost. Remember to get in touch with Signspace prior to sending so we can attempt to resolve the issue without actually needing to return the hardware to us or so we can provide you with the return address and reference return number. We will then cover the cost of sending the hardware back to you.
When returning goods to Signspace by courier (at our expense or yours) you are responsible for packaging the goods reasonably so they're not damaged in transit. The correct return address will be provided based on your area and location to our closest service centre.
Goods Damaged Prior to Delivery / Incorrect Goods Delivered
If you’re receiving your goods via courier / delivery and they are damaged during transit you have 24 hours after confirmed delivery to report any damage, incorrect items or shortages in the order. Due to insurance requirements, after those 24 hours have passed we may not be able to assist.
Damage and Modification of Goods
There is no warranty on hardware or systems that have been damaged, used for uses outside its intended purpose, beyond its recommended parameters or specifications or modified where that modification has the potential to affect the performance or reliability of the product or impedes on the integrity of the product or where warranty seals have been breached.
Once a refund has been approved we will provide that money to you as soon as possible. Generally speaking we will always refund using the same payment method as the goods were originally paid for. In some circumstances this is not possible and in these circumstances Signspace will provide a refund by bank transfer to an Australian bank account. Our commitment is to provide you with your refund within 7 days of the refund being approved, generally it occurs much quicker than that. Signspace refuses the right to refund orders that are not cause by Signspace such as courier damage, user error or damage, natural disasters or pandemics.
Proof of Purchase
To return a product you will require proof of purchase. The easiest way of doing this is making sure that all your purchases with Signspace are made online via your account. The best proof of purchase is your tax invoice. Anything less than that may delay your warranty process and may limit possible outcomes.
Faulty Products Where You Are Not the Original Purchaser
The warranty provided by Signspace with our products is part of the contract of sale between Signspace and the original purchaser. If you have a faulty product which you purchased from a person or business other than Signspace you do not have a warranty with Signspace for those products, you must return your faulty product to the person or business you purchased it from. They in turn can return the product to Signspace. Alternatively many manufacturers will accept your return directly, negating the need to deal with the person or business you purchased the product from or Signspace.
Australian Consumer Law
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. Consumer Guarantees have no set time limit – depending on the price and quality of goods, consumers may be entitled to a remedy after any manufacturers’ warranty has expired.