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Warranty Terms

Mercusys Australia & New Zealand Warranty Policy

1. Introduction

Dear Customers,
Thank you for purchasing Mercusys products. To protect your rights and interests, please read this Warranty Policy carefully.

This policy applies to all Mercusys products originally purchased in Australia or New Zealand from an authorised retailer. Proof of purchase and a complete product serial number are required to claim any warranty service.

2. Limited Warranty (General Terms)

2.1 Coverage

Mercusys provides a limited warranty on eligible products covering failures due to defects in material or workmanship on:

  • Primary device
  • Antenna
  • External power supply

Exclusions: Packaging, software, and technical data. This warranty does not guarantee uninterrupted or error-free operation.

2.2 Conditions That Void the Warranty

The warranty does not cover defects or damage caused by:

  • Abnormal use (accidents, misuse, neglect, disassembly, unauthorized repair, natural disasters, extreme environments, software issues, viruses, etc.)
  • Normal wear and tear
  • Damage during return shipping
  • Pre-existing defects known before purchase
  • Other issues unrelated to workmanship or product quality

3. Limitation of Liability

To the fullest extent permitted by law, Mercusys’ liability is limited to:

  • Repair or replacement of the defective Product in accordance with this Warranty Policy
  • Refund of the purchase price only for products purchased directly from Mercusys official online store. Products purchased through authorised retailers or resellers are not eligible for direct refund from Mercusys.

Without limiting the foregoing, Mercusys shall not be liable for any indirect, incidental, special, or consequential damages, including, but not limited to, loss of data, loss of use, property damage or loss, theft, locksmith fees, or any related costs, even if advised of the possibility of such damages.

4. Consumer Law (Australia & New Zealand)

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA).

Customers in Australia and New Zealand are entitled to:

  • a replacement or refund for a major failure;
  • compensation for any reasonably foreseeable direct loss or damage;
  • repair or replacement if the product fails to be of acceptable quality and the failure is not a major failure.

These statutory rights exist independently of this Warranty Policy and apply in addition to any benefits provided under this warranty.

This Warranty Policy does not limit or exclude any rights that consumers may have under the Australian Consumer Law (ACL) or the New Zealand Consumer Guarantees Act (CGA). Where the terms of this policy differ from applicable consumer law, the consumer law will prevail.

 

 

5. Warranty Periods (Unified)

Product Category

Product Type

Warranty Period

Consumer Networking

Whole-Home Wi-Fi System, Wi-Fi Router, Modems/Gateways, Network Expansion, Mobile Wi-Fi, Adapters, Desktop Switch (Plastic Casing)

2 Years

Desktop Switch (Metal Casing)

5 Years

 Accessories

1 Year

Consumer Electronics

Smart Cameras (Wired)

2 Years

Smart Cameras (Battery powered)

1 Year

 Accessories

1 Year

 

Notes:

  • Warranty period starts from the original purchase date and does not reset upon repair or replacement.
  • Warranty coverage is limited to the original purchaser and does not extend to second-hand or unauthorized resale products.
  • When the warranty sticker and the current warranty policy differ, Mercusys will honour whichever warranty period is longer.

6. Replacement & Repair Procedure

6.1 Authorised Service Provider

Mercusys has authorised TP-Link Australia Pty Ltd to act as its distributor and service provider in Australia and New Zealand.

During the applicable warranty period, TP-Link Australia will, on behalf of Mercusys, provide repair or replacement services for products that are confirmed to have defects in material or workmanship.

All warranty services provided by TP-Link Australia are carried out in accordance with this Warranty Policy and applicable consumer laws.

6.2 General Requirements

  • Customers may be required to contact Mercusys technical support to perform troubleshooting and obtain a case number before any repair or replacement can be processed.
  • Proof of purchase is required.
  • Customers are responsible for shipping, insurance, and other transportation-related costs unless otherwise stated.

6.3 Replacement – Purchases from Authorised Resellers (AU & NZ)

For products purchased from an authorised retailer or reseller, customers should generally return the faulty product to the original point of purchase for replacement, subject to the retailer’s own return procedure and warranty policy.

This process aligns with applicable consumer protection laws, including the ACL and the CGA, under which the retailer is generally responsible for providing remedies to consumers.

Customers may be required to contact Mercusys technical support to complete troubleshooting and obtain a case number prior to approaching the retailer.

6.4 Alternative Replacement via TP-Link Australia

In exceptional circumstances, where the original retailer is unable to process a replacement, Mercusys (via TP-Link Australia) may, at its discretion, offer an alternative replacement.

To request an alternative replacement, customers must:

  1. Contact Mercusys technical support to complete troubleshooting and obtain a case number.
  2. Provide valid proof of purchase and a complete product serial number.
  3. Follow the return and replacement instructions provided by Mercusys technical support.

As part of this alternative replacement process, Mercusys (via TP-Link Australia) may, at its discretion, replace products presented for warranty service with items of the same type or, if unavailable, with items of equal or higher specification, without any guarantee that the replacement item will have a higher monetary value.

Any alternative replacement provided under this process does not alter the primary responsibility of the retailer under applicable consumer laws, including the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA).

 

6.5 Replacement – Purchases from Mercusys Official Online Store

For products purchased directly from the Mercusys Official Online Store, Mercusys (via TP-Link Australia) will handle the replacement or refund process directly as the seller.

To request a replacement or refund, customers must:

  1. Contact Mercusys technical support to perform troubleshooting and obtain a case number.
  2. Provide valid proof of purchase from the Mercusys Official Online Store.
  3. Follow the return, replacement, or refund instructions provided by Mercusys technical support.

Eligibility for replacement or refund will be assessed in accordance with this Warranty Policy and applicable consumer laws.

6.6 Warranty After Repair or Replacement

Products that have been repaired or replaced are covered by the longer of:

  • the remaining original warranty period, or
  • 90 days from the date of repair or replacement.

Repair or replacement does not extend, reset, or otherwise alter the original warranty scope.

7. Relation to Consumer Law

  • Warranty benefits are in addition to other rights under law.
  • ACL and CGA entitlements still apply.

8. Appendix (Administrative Clauses)

  • Warranty valid only for AU/NZ products sold by authorized retailers
  • No international warranty service
  • Mercusys is not liable for damage caused by improper use
  • Mercusys reserves the right to interpret and modify this policy
  • Contact: support.au@mercusys.com