Dead on Arrival (DOA) PolicyUpdated a month ago

Dead on Arrival (DOA) Policy

1. DOA Eligibility Period

A product may qualify as Dead on Arrival (DOA) if:

• The fault is reported within 30 calendar days from the confirmed purchase date, and
• The fault is verified as a manufacturing defect following inspection.

The 30-day period is calculated from the original purchase date shown on your invoice.

2. What Qualifies as DOA

A product may be considered DOA where it:

• Fails to power on upon initial installation
• Exhibits a hardware malfunction preventing normal operation
• Has a confirmed manufacturing defect
• Has been used in accordance with product instructions
• Has not been altered, modified, or repaired by an unauthorised third party

All claims are subject to inspection and verification by ENGLAON or its authorised service provider.

3. What Does Not Qualify as DOA

The following circumstances are not considered DOA:

• Cosmetic damage reported after installation or use
• Transit damage not reported within 48 hours of delivery
• Damage caused by misuse, incorrect installation, incorrect voltage connection, water exposure, impact, or neglect
• Software configuration issues, app compatibility limitations, Wi-Fi setup issues
• Issues caused by external devices, antennas, cables or third-party accessories
• Change of mind or dissatisfaction with product features
• Image retention or burn-in caused by improper usage

These matters may instead be assessed under standard warranty terms and may incur service or freight charges if no fault is found.

4. How to Lodge a DOA Claim

Customers must contact ENGLAON within 30 days of purchase and provide:

• Order number or proof of purchase
• Product serial number
• Detailed written description of the issue
• Clear photo and/or video evidence demonstrating the fault
• Photo of product label and packaging condition (if requested)

Australia
📧 [email protected]
📞 +61 3 9121 3737

New Zealand
📧 [email protected]
📞 0800 005 501

Incomplete submissions may delay processing.

5. DOA Assessment Process

Step 1 – Troubleshooting

Our support team may:

• Guide you through diagnostic procedures
• Request additional video evidence
• Conduct remote troubleshooting

If the issue cannot be resolved remotely, the claim proceeds to return assessment.

Step 2 – RMA Approval

If approved:

• A Return Merchandise Authorisation (RMA) number will be issued
• A prepaid return shipping label will be provided (AU/NZ domestic only)
• Return instructions will be supplied

Products returned without a valid RMA may be refused.

6. Return Conditions

Returned products must:

• Be shipped within 5 business days of RMA approval
• Include all original accessories, manuals, cables and remote controls
• Be securely packaged to prevent additional damage
• Be returned in original packaging where available

ENGLAON reserves the right to decline claims where returned goods are incomplete or further damaged due to insufficient packaging.

7. Inspection & Resolution

Upon receipt, the product will undergo technical inspection.

If Confirmed Faulty (Manufacturing Defect)

ENGLAON will provide a remedy in accordance with applicable consumer law:

• Replacement unit (standard resolution for DOA cases)
• Full refund to original payment method
• Store credit (where agreed)

If No Fault Found or Customer-Induced Damage Identified

ENGLAON may:

• Decline the DOA claim
• Return the product at the customer’s expense
• Charge a reasonable inspection and/or freight fee

8. Replacement & Loan Unit Policy

Replacement Timing

ENGLAON does not dispatch replacement units prior to receiving and inspecting the returned product.

A replacement will only be issued after:

• The original product has been returned, and
• The fault has been verified as a manufacturing defect following inspection.

ENGLAON does not operate an advance replacement program.

No Loan Units

ENGLAON does not provide loan units during:

• DOA assessment
• Warranty assessment
• Repair process

9. Processing Timeframes

• Assessment typically occurs within 3–5 business days of receiving the returned item
• Approved resolutions are completed within 7–10 business days
• Replacement stock is subject to availability

10. Claim Integrity & Verification

To ensure fair use of this policy, ENGLAON reserves the right to:

• Reject claims involving serial number tampering
• Decline claims involving unauthorised firmware modification
• Verify product activation or usage data
• Request identity verification for high-value claims
• Limit repeated DOA claims on the same customer account

False or misleading claims may be investigated.

11. Commercial & Bulk Orders

For business, wholesale or bulk purchases, DOA claims may be subject to separate commercial terms agreed at the time of sale.

Consumer Law Notice

Our goods come with guarantees that cannot be excluded under Australian Consumer Law and New Zealand Consumer Guarantees legislation. You are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage.

If you require assistance, please contact our support team.