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AFTER-SALES SERVICE POLICIES

All buyers are protected by Australian Consumer Law. Australian Consumer Law requires registered businesses to abide by these Warranty Laws. Customers have the following rights by default under the law when goods are purchased from XAG Australia:

  • Goods purchased are free from defects

  • Goods meet product descriptions

  • Goods are fit for purpose

 

Products purchased from us come with:

  1. Warranty under Australian Consumer Law (ACL)

  2. Manufacturer Warranty

The Australian Consumer Warranty Law protects all buyers and ensures fairness to all customers.  However, goods purchased from us may qualify for an additional Warranty under the Manufacturer’s Warranty Terms and Conditions.

 

Download & Understand The Australian Consumer Law

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AFTER-SALES SERVICE WORKFLOW
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PART I   – LIMITED WARRANTY

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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 the failure does not amount to a major failure.

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If you order one of our products in Australia, you have legal rights known as ‘consumer guarantees’ which apply for a reasonable time from the date of your purchase until the failure becomes apparent and regardless of the manufacturer warranty as provided in this policy. The manufacturer warranty herein applies in addition to the rights you have at law and are not intended to limit, modify or restrict your consumer guarantee rights in any way.

What is Covered

XAG Australia warrants that each hardware product that you purchase is free from materials and workmanship defects under normal use and conditions during the warranty period. If the product fails due to a covered defect during the warranty period, XAG AUSTRALIA will provide you with a remedy under this policy. The warranty period for the product starts on the original date of purchase specified on your sales receipt or invoice unless XAG Australia informs you otherwise in writing. The warranty period and types of after-sales service that apply to your product are set forth below in “Part II – General Terms”.

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The benefits given by this Limited Warranty are in addition to your rights and remedies at law, including those under the Australian Consumer Law.

How to Obtain Warranty Service

If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting XAG Australia’s Technical Department. You will need to provide a valid proof of purchase, receipt or Invoice number for the warranty service.

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Charges may apply for services not covered by this Limited Warranty. Please contact XAG AUSTRALIA for information specific to your location.

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Please note that the warranty service is only available in the respective XAG service regions where you purchased your XAG product.

What Will XAG AUSTRALIA Do

XAG Australia will attempt to diagnose and resolve your problem by telephone, e-mail or online chat. XAG Australia may direct you to download and install particular software updates.

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If your problem cannot be resolved over the telephone or through the application of software updates, you may be required to deliver the product to XAG Australia for further examination. XAG Australia will arrange for repair or replacement service at no cost if the problem falls under this Limited Warranty.

What XAG Australia After-Sales Policy Does NOT Cover

This policy does not cover the following:

  • The equipment was stolen, missing or discarded;

  • No Maintenance Log, Warranty Card, Invoice or warranty card and invoice information and product serial number do not match

  • Direct or indirect failure or loss resulting from natural disasters, war, terrorist attacks, riots, coups, etc.;

  • Natural wear and tear

  • Crashes or fire damage caused by non-manufacturing factors, including but not limited to, pilot errors.

  • Uninterrupted or error-free operation of a product.

  • Loss of, or damage to, your data by a product.

  • Any software programs, whether provided with the product or installed subsequently.

  • Failure of, or damage caused by, any third-party products, including those that XAG may provide or integrate into the XAG product at your request.

  • Products or parts with an altered identification label or from which the identification label has been removed.

  • Damage is caused by a forced flight when components have aged or been damaged.

  • Damage caused by a non-authorized service provider.

  • Damage caused by flights that did not follow instruction manual recommendations.

  • Damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals (such as excessive voltage, irregular maintenance, ignoring airspace control, etc).

  • Damage caused by operating the product at a weight greater than the safe take-off weight, as specified by instruction manuals.

  • Damage caused by operating the product in an environment suffering from interference from other wireless devices (i.e., transmitter, video-downlink, Wi-Fi signals, etc.).

  • Damage caused by operating the product in an environment with electromagnetic interference (i.e., in mining areas or close to radio transmission towers, high-voltage wires, substations, etc.).

  • Damage caused by operating the unit with a low-charged or defective battery.

  • Damage caused by operation in bad weather (i.e., strong winds, rain, hail, sand/dust storms, etc.)

  • Damage caused by reliability or compatibility issues when using unauthorized third-party parts.

  • Damage caused by unauthorized modification of circuits and mismatch or misuse of the battery and charger.

  • Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.

  • Damage resulting from any non-authorized technical or other support, such as assistance with “how-to” questions or inaccurate product set-up and installation.
     

Limitation of Liability

XAG Australia is responsible for loss or damage to your product only while it is in XAG Australia's possession or in transit if XAG is responsible for the transportation. XAG Australia is NOT responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product.

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To the extent permitted by law, under no circumstances and notwithstanding the failure of essential purpose of any remedy set forth herein, shall XAG AUSTRALIA, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in agreement, warranty, negligence, strict liability or other theory of liability:

  1. Third-party claims against you for damages;

  2. Loss, damage or disclosure of your data;

  3. Special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings.

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In no case shall the total liability of XAG AUSTRALIA, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.
 

Your Other Rights

This Limited Warranty provides you with extra and specific legal rights. You may have other rights according to the applicable laws of your state or jurisdiction. You may also have other rights under a written agreement with XAG AUSTRALIA. Nothing in this Limited Warranty affects your statutory rights, including the rights of consumers under laws or regulations governing the sale of consumer products that cannot be waived or limited by agreement.

PART II  – GENERAL TERMS

XAG AUSTRALIA guarantees that subject to the following conditions, Return & Refund Service, Replacement Service and Warranty Repair Service can be requested. Please contact XAG Australia for more details.

Warranty Service

  • Customers are responsible for shipping costs when sending the product(s) in for return, repair or replacement under the XAG Australia Warranty Service.

  • Customers are responsible for loss or damage to their product while it is in transit.

  • XAG Technician of After-sales service centres will examine the returned product to identify the problem. If it is a quality problem with the product itself, XAG Australia will accept the test, material, labour, and delivery costs for sending the repaired product back to the customer.

  • If XAG Australia determines that the product is not covered under the XAG Australia Warranty Service, the customer will have to pay the cost of repair and return delivery prior to repairing or sending the product. Examination, material and labour costs will be charged according to the nature of the problem. We’ll tell the customer beforehand what the costs will be.

  • Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the products.

  • The customer can contact XAG Australia for more information about the XAG Australia Warranty & repair process.
     

Typical Warranty Process

  • Customers must notify of any warranty claim as soon as possible. Once we receive the details about the claim, a workshop staff will assess the information. (Photo and video showing the issue is always preferred. Please provide as much info as possible)

  • Many of the issues customers report may be a result of incorrect settings or installation - troubleshooting advice will be provided that can fix the issue instantly in many cases. However, not all problems can be fixed without physical inspection by a technician.

  • If the problem is not fixed - based on the information supplied, customers will be advised to either send the defective unit/part for repair/testing. Where appropriate, the customers may be supplied with new parts if the part is easy to install.

  • The Service Centre will then assess the damage/defect and carry out the necessary repairs and send the item back to the customer after the repaired item is tested.

  • All repairs and replacements will be provided completely free of charge for any product that meets the Warranty Conditions of the Manufacturer.

  • Damage to the product due to lack of flying experience, incorrect setup, crazy flying, negligence, dead battery, or mishandling is not covered by any of the Warranty.
     

Refund Services

You can request Return & Refund Service:

  • Within fourteen (14) calendar days of receiving a product if the product has no manufacturing defect, has not been activated and is still in new or like-new condition.

  • Within fourteen (14) calendar days of receiving a product if the product has a manufacturing defect.

Return & Refund Service will not be provided where:

  • Requested beyond fourteen (14) calendar days of receiving a product.

  • A product sent to XAG Australia for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e., with cracks, dents or scratches.

  • Legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

  • Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

  • Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

  • Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

  • A product is not delivered to XAG Australia within fourteen (14) calendar days after Return & Refund Service confirmation is sent from XAG Australia.

  • Other circumstances are stated in this policy.

Replacement Service

You can request Replacement Service Within thirty (30) calendar days of receiving the product:

  • if the product does not match the original description of the product in one or more significant respects.

  • if the product suffers performance failure.

Replacement Service will not be provided where:

  • Service is requested more than thirty (30) calendar days after receiving a product.

  • Legal proof-of-purchase, receipts, or invoices are not provided or are reasonably believed to have been forged or tampered with.

  • A product sent to XAG Australia for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.

  • A product is found to have no defects after all appropriate tests are conducted by XAG Australia.

  • Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

  • Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.

  • Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.

  • The received product has not been sent back to XAG Australia fourteen (14) calendar days after replacement confirmation from XAG Australia

  • Other circumstances are stated in this policy.
     

Product and Part Replacement

When after-sales service involves the replacement of a product or part, the replaced product or part becomes XAG’s property and the replacement product or part becomes your property. Only unaltered XAG products and parts are eligible for replacement. Products and parts presented for repair may be replaced by refurbished products or parts of the same type rather than being repaired. Refurbished parts may be used to repair the product, and repair of the product may result in loss of data if the product is capable of retaining user-generated data. The replacement product or part provided by XAG may not be new, but it will be in good working order and at least functionally equivalent to the original product or part. A replacement product or part shall be covered for the time remaining in the original product or part’s warranty.

Use of Personal Contact Information and Data

XAG Australia will not be able to provide you with our service under this policy if you refuse to provide your information or do not wish us to transfer your information to our agent or contractor. You have the right to access your personal contact information and request correction of any errors in it pursuant to the Privacy Act 1988 by contacting XAG. XAG may request your authorization to access, use and process the flight log information data stored in your aircraft product and Maintenance Log when you decide to apply for after-sales service. If you refuse to do so, XAG will not be able to provide certain after-sales services to you.

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