1. Introduction
This Warranty Policy explains the manufacturer's warranty provided by ShotTrack Pty Ltd ("ShotTrack", "we", "our" or "us") for eligible ShotTrack Products.
It forms part of the ShotTrack Legal & Trust Framework and should be read together with our:
- Products & Services Terms;
- Returns & Repairs Policy;
- Website Terms of Use; and
- any Product-specific documentation supplied with your Product.
This Policy applies only to physical Products manufactured or supplied by ShotTrack unless expressly stated otherwise.
Software, cloud services, subscriptions and professional services are governed by their respective agreements.
Nothing in this Warranty Policy excludes, restricts or modifies any rights or remedies available under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
2. Our Warranty Commitment
ShotTrack designs and manufactures professional monitoring equipment for use in mining, construction, quarrying, tunnelling, civil engineering, infrastructure, environmental monitoring and research applications.
Our Products are intended to operate in demanding environments where reliability, accuracy and durability are essential.
We are committed to manufacturing high-quality Products and providing prompt, fair and practical warranty support whenever a genuine defect in materials or workmanship occurs.
Our objective is to minimise operational disruption and return Products to service as quickly as reasonably practicable.
This Warranty Policy explains the manufacturer's warranty that accompanies eligible ShotTrack Products and the process for obtaining warranty support.
3. Scope
This Warranty Policy applies to new ShotTrack Products supplied directly by ShotTrack or through an authorised distributor or reseller.
Unless otherwise stated in writing, this Policy applies to eligible:
- Velocity of Detonation (VoD) systems;
- vibration monitoring equipment;
- environmental monitoring equipment;
- gateways;
- sensors;
- data acquisition hardware;
- communication accessories;
- approved chargers;
- cables supplied by ShotTrack;
- mounting accessories supplied by ShotTrack;
- other physical Products identified by ShotTrack as being covered by this Policy.
This Policy does not apply to:
- software subscriptions;
- cloud services;
- ShockAI subscription plans;
- consulting services;
- engineering services;
- calibration services;
- training services;
- consumables unless expressly stated.
Separate terms may apply to those Products and Services.
4. Australian Consumer Law
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 they fail to be of acceptable quality and the failure does not amount to a major failure.
This Warranty Policy provides benefits in addition to your statutory rights and does not replace, limit or exclude any rights available under applicable law.
Where there is any inconsistency between this Warranty Policy and the Australian Consumer Law, the Australian Consumer Law prevails to the extent of that inconsistency.
5. Warranty Period
Unless otherwise stated in writing, all eligible ShotTrack Products are supplied with a twenty-four (24) month manufacturer's warranty commencing on the date the Product is delivered to the original purchaser or authorised distributor.
The warranty covers defects in materials and workmanship arising during normal intended use.
The warranty follows the Product.
If ownership of the Product changes during the warranty period, the remaining balance of the original twenty-four (24) month warranty automatically transfers to the new owner, provided:
- the Product has not been modified in an unauthorised manner;
- the Product has not been subjected to misuse or abuse;
- the Product remains identifiable by its original serial number;
- the claim otherwise complies with this Warranty Policy.
The transfer of ownership does not restart or extend the original warranty period.
Replacement Products or replacement components supplied under warranty are covered for the longer of:
- the balance of the original warranty period; or
- ninety (90) days from the date of shipment.
6. What Our Warranty Covers
Subject to the terms of this Policy, ShotTrack warrants that eligible Products will be free from defects in:
- materials;
- workmanship;
- manufacturing quality.
Where a valid warranty claim is accepted, ShotTrack will, at its sole discretion:
- repair the Product;
- replace defective components;
- replace the Product with an equivalent new Product;
- replace the Product with an equivalent refurbished Product meeting original specifications; or
- provide another remedy permitted under Australian Consumer Law.
The remedy selected will depend upon the nature of the defect, product availability, repair practicality and applicable legal obligations.
Warranty service is intended to restore the Product to normal operating condition.
The warranty does not guarantee replacement with an identical model where that model has been discontinued or superseded.
ShotTrack may provide a newer or functionally equivalent Product where appropriate.
7. What Our Warranty Does Not Cover
While ShotTrack stands behind the quality of its Products, no manufacturer's warranty can cover every circumstance.
This Warranty Policy does not apply where a defect, failure or deterioration results wholly or partly from circumstances outside ShotTrack's reasonable control, including but not limited to:
- misuse or abuse;
- accidental damage;
- impact damage;
- neglect;
- improper storage;
- improper transportation after delivery;
- incorrect installation;
- incorrect mounting;
- incorrect wiring;
- operation outside published specifications;
- operation outside environmental limits specified in the Product Documentation;
- exposure to corrosive substances or contamination;
- water ingress resulting from incorrect assembly or damage after delivery;
- fire, flood, lightning or other environmental events;
- power surges or electrical faults external to the Product;
- use with incompatible equipment or accessories not approved by ShotTrack;
- unauthorised modification or alteration;
- unauthorised repair or attempted repair;
- removal or alteration of serial numbers or product identification labels;
- failure to follow operating instructions or maintenance procedures published by ShotTrack.
Normal cosmetic wear that does not affect the operation of the Product, including minor scratches, surface marks, paint wear or discolouration resulting from normal use, is not considered a warranty defect.
The warranty also does not cover damage occurring during transport where the Product has not been packaged in accordance with ShotTrack's return instructions.
8. Calibration
Routine calibration, calibration verification and the issue of calibration certificates are not included within the ShotTrack manufacturer's warranty.
Calibration is a separate professional service and may be recommended periodically to maintain measurement confidence, depending on:
- the Product;
- operating environment;
- frequency of use;
- customer quality systems;
- regulatory requirements;
- internal maintenance procedures.
Where a Product is returned under warranty and ShotTrack determines that the reported issue is solely related to routine calibration rather than a defect in materials or workmanship, the calibration service may be offered as a chargeable service.
However, where a Product requires recalibration because of a defect that is covered by this Warranty Policy, that recalibration will be performed as part of the warranty repair at no additional charge.
9. Customer Responsibilities
To maintain eligibility under this Warranty Policy, Customers are expected to:
- operate Products in accordance with the applicable Documentation;
- ensure Products are used only for their intended purpose;
- protect Products from avoidable damage;
- maintain Products in a clean and serviceable condition;
- install firmware updates where recommended and appropriate;
- retain reasonable proof of purchase where available;
- retain Product serial numbers;
- notify ShotTrack promptly after becoming aware of a suspected defect.
Customers should discontinue operation of a Product where continued use may reasonably be expected to cause additional damage.
Nothing in this clause removes or limits any rights available under the Australian Consumer Law.
10. Making a Warranty Claim
If you believe your Product has developed a defect covered by this Warranty Policy, you should contact ShotTrack as soon as reasonably practicable.
To assist with efficient assessment, Customers should provide, where available:
- Product model;
- Product serial number;
- proof of purchase or delivery;
- a description of the reported fault;
- photographs or video demonstrating the issue where appropriate;
- any relevant diagnostic information;
- contact details for the person responsible for the Product.
ShotTrack may request additional information where reasonably necessary to assist with diagnosis before authorising the return of the Product.
Warranty claims should not be interpreted as automatically confirming that a warranty defect exists.
Each claim is assessed on its individual circumstances.
11. Return Authorisation
Where return of a Product is required, ShotTrack will issue return instructions and, where applicable, a Return Merchandise Authorisation (RMA).
Products should not be returned without prior authorisation unless expressly requested by ShotTrack.
Customers are responsible for ensuring that returned Products:
- are packaged appropriately to prevent transport damage;
- are free from hazardous contamination;
- include only accessories requested by ShotTrack;
- are accompanied by sufficient information to identify the Product and reported fault.
Failure to package a Product appropriately may affect the assessment where transport damage occurs after shipment.
12. Product Assessment
Following receipt of a returned Product, ShotTrack will undertake such inspections, testing and diagnostic procedures as are reasonably necessary to determine:
- the nature of the reported fault;
- whether the Product is operating within specification;
- whether a manufacturing defect exists;
- whether the issue is covered by this Warranty Policy.
Assessment procedures may include:
- visual inspection;
- functional testing;
- electronic diagnostics;
- firmware verification;
- component-level inspection;
- environmental testing where appropriate.
ShotTrack will use reasonable efforts to complete assessments within a commercially reasonable timeframe, taking into account the complexity of the reported issue and the availability of replacement components.
13. No Fault Found
Where ShotTrack determines that a returned Product is operating within published specifications and no defect covered by this Warranty Policy can be identified, the Product may be classified as No Fault Found (NFF).
In these circumstances, ShotTrack may:
- return the Product to the Customer;
- provide diagnostic findings;
- recommend operational or configuration changes;
- recommend calibration where appropriate;
- provide a quotation for non-warranty servicing if requested.
Where permitted by law and advised in advance, reasonable inspection, testing and return freight charges may apply in relation to No Fault Found assessments.
14. Warranty Repairs
Where ShotTrack accepts that a defect is covered by this Warranty Policy, repairs will be carried out using new or serviceable components that meet the original Product specifications.
Repair methods are determined solely by ShotTrack and may include:
- replacement of individual components;
- replacement of electronic assemblies;
- firmware updates;
- enclosure replacement;
- complete Product replacement where repair is not commercially practical.
All warranty repairs are performed with the objective of restoring the Product to its intended operating condition.
15. Product Replacement
Where ShotTrack determines that repair is not commercially practical or cannot reasonably restore the Product to its intended operating condition, ShotTrack may replace the Product.
Replacement may be with:
- the same model;
- an equivalent model;
- a refurbished Product meeting the original functional specification; or
- a newer model providing substantially equivalent or improved functionality.
Replacement Products may differ in appearance, enclosure design, internal components or minor features as part of ongoing product development.
The provision of a replacement Product satisfies ShotTrack's warranty obligations for the original Product, subject to any continuing rights available under the Australian Consumer Law.
16. Advance Replacement
ShotTrack understands that many customers operate in environments where monitoring equipment is critical to ongoing operations.
Where operational circumstances justify it, ShotTrack may, at its sole discretion, provide an advance replacement Product before the original Product has been inspected or repaired.
Advance replacement is a commercial service provided at ShotTrack's discretion and is not an entitlement under this Warranty Policy.
Where an advance replacement is provided, ShotTrack may require the Customer to:
- return the original Product within the timeframe specified by ShotTrack;
- comply with any reasonable return instructions;
- pay for the advance replacement if the original Product is not returned or the fault is subsequently determined not to be covered by this Warranty Policy.
Nothing in this clause obliges ShotTrack to provide an advance replacement Product.
17. Freight Responsibilities
Where a Product is returned for warranty assessment:
- the Customer is responsible for all freight, insurance and associated costs incurred in returning the Product to ShotTrack;
- the Product remains the Customer's responsibility until it is received by ShotTrack.
If ShotTrack accepts that the claim is covered under this Warranty Policy, ShotTrack will arrange and pay the reasonable cost of returning the repaired or replacement Product to the Customer using a transport method selected by ShotTrack.
If the claim is not covered by warranty, the Customer is responsible for the cost of returning the Product after assessment.
International Customers remain responsible for any import duties, customs charges, taxes or other government fees that may apply outside Australia unless otherwise agreed in writing.
18. Out-of-Warranty Service
Products that are outside the applicable warranty period, or where the reported issue is not covered by this Warranty Policy, may still be eligible for repair or refurbishment by ShotTrack.
Where practical, ShotTrack will provide:
- an assessment of the reported issue;
- a quotation for repair;
- an estimated repair timeframe.
Repair work will not normally commence until the quotation has been accepted by the Customer.
Repair quotations remain valid for the period stated in the quotation.
If a quotation is declined, the Product may be returned unrepaired at the Customer's expense.
19. Product Discontinuation
ShotTrack continually improves its Products and may discontinue or supersede Products from time to time.
Where a Product covered by this Warranty Policy has been discontinued and identical replacement parts are no longer reasonably available, ShotTrack may, at its discretion:
- repair the Product using compatible components;
- replace the Product with an equivalent or newer model;
- provide another remedy permitted under the Australian Consumer Law.
Nothing in this clause obliges ShotTrack to continue manufacturing discontinued Products or replacement components indefinitely.
20. Limitation of Warranty
Except as expressly provided in this Warranty Policy or required by law, no additional warranties, representations or guarantees are given in relation to eligible ShotTrack Products.
To the maximum extent permitted by law, this Warranty Policy does not cover:
- loss of production;
- project delays;
- equipment hire;
- loss of revenue;
- loss of profits;
- loss of contracts;
- loss of business opportunity;
- loss of goodwill;
- costs associated with site access;
- third-party labour costs;
- consequential or indirect loss arising from Product failure.
Nothing in this Warranty Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
21. Changes to this Warranty Policy
ShotTrack may update this Warranty Policy from time to time to reflect:
- changes to Products;
- changes in legislation;
- improvements to warranty processes;
- changes in business operations.
The version of this Warranty Policy in effect at the time the relevant Product was purchased will continue to apply to that Product unless a later version provides more favourable rights to the Customer or is required by law.
22. Contacting ShotTrack
For warranty enquiries or to commence a warranty claim, 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
23. Related Documents
This Warranty Policy forms part of the ShotTrack Legal & Trust Framework and should be read together with:
- Products & Services Terms
- Returns & Repairs Policy
- Website Terms of Use
- Privacy Policy
- Acceptable Use Policy
- AI & Data Policy
Where a separate written agreement expressly provides different warranty arrangements for a specific Product or Customer, that agreement will prevail to the extent of any inconsistency.
24. Governing Law
This Warranty 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.