1. Introduction
This Returns & Repairs Policy explains the procedures for returning eligible ShotTrack Products for:
- warranty assessment;
- non-warranty repairs;
- servicing;
- calibration;
- inspection;
- upgrades; and
- other authorised service activities.
This Policy forms part of the ShotTrack Legal & Trust Framework and should be read together with the:
- Products & Services Terms;
- Warranty Policy;
- Website Terms of Use; and
- any applicable Product Documentation.
Nothing in this Policy limits or excludes any rights available under the Australian Consumer Law.
2. Purpose
ShotTrack designs and manufactures professional monitoring equipment intended for use in demanding mining, construction, quarrying, tunnelling, civil engineering, infrastructure, environmental monitoring and research environments.
Our objective is to ensure Products returned for service are assessed efficiently, repaired to a high standard and returned to Customers as quickly as reasonably practicable.
This Policy explains how returns are managed and what Customers can expect throughout the repair process.
3. Scope
This Policy applies to eligible ShotTrack Products returned for:
- warranty claims;
- repairs;
- servicing;
- calibration;
- firmware updates performed during servicing;
- refurbishment;
- inspection following damage;
- post-incident assessment.
It applies to Products supplied directly by ShotTrack or through authorised distributors unless otherwise agreed in writing.
Software subscriptions, cloud services and professional consulting services are governed by separate agreements.
4. Return Authorisation (RMA)
Before returning any Product, Customers must obtain a Return Merchandise Authorisation (RMA) from ShotTrack unless otherwise instructed.
The RMA process enables ShotTrack to:
- identify the returned Product;
- understand the reported issue;
- allocate appropriate technical resources;
- minimise assessment delays;
- communicate progress effectively.
Products returned without an RMA may experience delays while ownership and return details are confirmed.
5. Information Required
When requesting an RMA, Customers should provide, where available:
- Product model;
- serial number;
- proof of purchase (if applicable);
- description of the reported issue;
- photographs or videos demonstrating the issue;
- relevant project information where helpful;
- preferred return contact details.
Providing complete information assists ShotTrack in diagnosing issues before the Product arrives.
6. Preparing Products for Return
Before shipping a Product, Customers should:
- remove unnecessary accessories unless requested;
- securely package the Product to prevent transport damage;
- ensure batteries comply with applicable transport requirements;
- remove hazardous contamination;
- include any documentation requested by ShotTrack.
Customers are responsible for ensuring returned Products are safe to handle.
Products contaminated with hazardous substances may be refused until appropriately decontaminated.
7. Freight Responsibilities
Unless otherwise agreed in writing:
- Customers are responsible for arranging and paying freight to ShotTrack.
- Customers are responsible for ensuring returned Products are adequately insured during transport.
- Risk remains with the Customer until the Product has been received by ShotTrack.
Where a warranty claim is accepted, ShotTrack will pay the reasonable cost of returning the repaired or replacement Product to the Customer.
Where a claim is not covered by warranty, return freight remains the responsibility of the Customer.
International Customers remain responsible for customs duties, taxes and government charges applicable outside Australia unless otherwise agreed.
8. Product Assessment
Following receipt of a returned Product, ShotTrack will carry out appropriate inspections and diagnostic testing to determine:
- the reported fault;
- the underlying cause;
- whether the issue is covered under warranty;
- whether repair is commercially practical;
- whether calibration or servicing is recommended.
Assessment methods may include:
- visual inspection;
- functional testing;
- electronic diagnostics;
- firmware verification;
- component-level testing;
- environmental testing where appropriate.
Assessment timeframes depend upon Product type, complexity, spare parts availability and workshop demand.
9. Repair Quotations
Where repair work is not covered under warranty, ShotTrack will normally provide a quotation before commencing repairs.
The quotation may include:
- labour;
- replacement components;
- calibration services;
- freight;
- applicable taxes.
Repair work will generally commence only after acceptance of the quotation.
Quotations remain valid for the period specified in the quotation.
10. No Fault Found (NFF)
Where assessment determines that a Product is operating within published specifications and no repair is required, the Product may be classified as No Fault Found (NFF).
In these circumstances, ShotTrack may:
- return the Product;
- provide diagnostic findings;
- recommend operational changes;
- recommend calibration where appropriate;
- provide advice regarding Product operation.
Reasonable assessment and return freight charges may apply where permitted by law and disclosed before work commences.
11. Repair Process
Once a repair has been authorised, ShotTrack will use reasonable efforts to complete the repair within a commercially reasonable timeframe.
Repair times may vary depending on:
- the nature of the fault;
- workshop workload;
- availability of replacement components;
- supplier lead times;
- testing requirements;
- freight and logistics.
Estimated completion dates are provided in good faith only and do not constitute a guarantee.
Where unexpected delays occur, ShotTrack will use reasonable efforts to keep the Customer informed of material changes to the expected completion timeframe.
12. Replacement Components
Repairs may include the replacement of defective components with:
- new components;
- refurbished components;
- functionally equivalent components;
- updated components that provide equal or improved performance.
Replacement components may differ from the original components as part of normal product development, component availability or engineering improvements.
All replacement components remain the property of ShotTrack until payment has been received in full for any chargeable repair.
Unless otherwise agreed, replaced components become the property of ShotTrack and will not be returned to the Customer.
13. Calibration Services
ShotTrack offers calibration services for eligible Products.
Calibration is a professional service that verifies the performance of a Product at the time of testing and, where applicable, provides a calibration certificate.
Routine calibration is not included within the standard manufacturer's warranty unless recalibration is required as part of a warranty repair resulting from a covered defect in materials or workmanship.
Customers may request calibration:
- during a repair;
- as a standalone service;
- as part of preventative maintenance.
Calibration intervals should be determined by the Customer having regard to:
- the Product;
- frequency of use;
- operating conditions;
- quality management requirements;
- regulatory obligations.
ShotTrack does not prescribe mandatory calibration intervals unless specified in Product Documentation or a separate service agreement.
14. Firmware and Software Updates
Where reasonably appropriate, Products returned for servicing or repair may receive:
- firmware updates;
- security updates;
- stability improvements;
- compatibility updates.
ShotTrack will use reasonable judgement when determining whether an update should be installed as part of the service.
Where a firmware update materially changes Product functionality, ShotTrack will notify the Customer where reasonably practicable before installation.
Software subscriptions and cloud platform updates are governed by their respective agreements and are not covered by this Policy.
15. Product Replacement During Repair
Where a Product cannot reasonably be repaired, ShotTrack may, at its discretion:
- replace the Product;
- replace the affected assembly;
- provide an equivalent refurbished Product;
- provide a newer Product offering substantially equivalent functionality.
The selection of the appropriate remedy will take into account:
- repair practicality;
- Product availability;
- commercial considerations;
- obligations under the Australian Consumer Law.
Nothing in this Policy requires ShotTrack to provide an identical replacement where a Product has been superseded or discontinued.
16. Uncollected Products
Where a Customer does not arrange collection of, or accept delivery of, a repaired Product within a reasonable period after being notified that the Product is ready for return, ShotTrack may:
- charge reasonable storage fees;
- arrange return freight at the Customer's expense;
- exercise any other rights available under applicable law.
Before taking such action, ShotTrack will make reasonable efforts to contact the Customer using the contact details held on file.
17. Discontinued Products
ShotTrack continually develops and improves its Products.
Accordingly, certain Products or replacement components may become unavailable over time.
Where a Product has been discontinued, ShotTrack will use reasonable efforts to:
- repair the Product using available components;
- provide compatible replacement components where practical;
- recommend an appropriate replacement Product where repair is no longer commercially viable.
Nothing in this Policy obliges ShotTrack to continue manufacturing discontinued Products or obsolete components indefinitely.
18. Customer Communication
Throughout the assessment and repair process, ShotTrack will use reasonable efforts to keep Customers informed regarding:
- receipt of returned Products;
- assessment outcomes;
- repair quotations;
- expected completion dates;
- significant delays;
- completion of repairs;
- return shipment.
Communication may be provided by email or other agreed electronic means.
Customers are responsible for ensuring their contact information remains current.
19. Limitation of Repair Services
Except as required by law or expressly agreed in writing, ShotTrack is not responsible for:
- delays caused by third-party suppliers;
- transport delays;
- customs delays;
- force majeure events;
- unavailable legacy components;
- third-party equipment connected to ShotTrack Products;
- consequential commercial losses arising from repair timeframes.
Nothing in this Policy limits any rights available under the Australian Consumer Law.
20. Changes to this Policy
ShotTrack may update this Returns & Repairs Policy from time to time to reflect:
- changes to Products;
- improvements to service procedures;
- legislative changes;
- changes to business operations.
The version applicable at the time a Product is accepted for service will generally apply to that repair unless a later version provides more favourable rights to the Customer or is required by law.
21. Contacting ShotTrack
For repair enquiries, service bookings or Return Merchandise Authorisation (RMA) requests, please contact:
ShotTrack Pty Ltd
ABN 43 168 396 183
Unit 4, 21–23 Hurley Drive
Coffs Harbour NSW 2450
Australia
General Enquiries: info@shottrack.com.au
Website: https://www.shottrack.com.au
22. Related Documents
This Returns & Repairs Policy forms part of the ShotTrack Legal & Trust Framework and should be read together with:
- Warranty Policy
- Products & Services Terms
- Website Terms of Use
- Privacy Policy
- AI & Data Policy
- Acceptable Use Policy
Where a separate written service agreement contains different repair or servicing arrangements, that agreement prevails to the extent of any inconsistency.
23. Governing Law
This Policy is governed by the laws of the State of New South Wales, Australia.
The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts competent to hear appeals from those courts.