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Warranty Information

This document contains the Warranty Information for certain equipment supplied by TPG Internet Pty Ltd (ACN 068 383 737).


    1. In order to claim under the warranty, you must contact us by calling 13 14 23, to advise us that you wish to make a claim and answer any questions we have. We will assess whether you are eligible to claim under the warranty and determine, at our option and in accordance with any specific terms that apply to the relevant equipment, whether to repair or replace your equipment, or provide a credit.
    2. If we determine that your equipment needs to be returned, you will be sent replacement equipment and a prepaid consignment with which to return the faulty equipment. The form of prepaid consignment (freight bag or eConsignment) is determined at our discretion.
    3. If the faulty equipment is not returned to us, with all cables, accessories and components, within 21 days of you receiving the replacement equipment and return instructions, you will be charged the full price for the purchase of the equipment that we sent to you, plus any shipping costs relating to the prepaid freight bag that was sent to you (if applicable). You will also still be charged for the original equipment if the original equipment has not yet been paid for, or if there is a modem non-return fee associated with the equipment, that modem non-return fee.
    4. The warranty does not apply to faults caused by any of the following (Non-Covered Events):
      1. any equipment not supplied by us;
      2. any interference with or modification to the equipment or a failure to use it in accordance with instructions; or
      3. damage caused by you or someone who has used the equipment (for example misuse or exposure to liquid or excessive heat); or
      4. an external event (for example a fire or flood).
    5. If on inspection of the returned equipment we determine that the fault was caused by a Non-Covered Event, you will be charged for the original equipment or any applicable modem non-return fee (or if the original equipment has already been paid for, you will not be entitled to a refund) and the replacement equipment, unless:
      1. you have not used the replacement equipment; and
      2. you return it to us in its unopened packaging,
      in which case, you will not be charged for the replacement equipment.
    6. The repair or replacement of equipment may result in loss of data (such as loss of telephone numbers stored on your handset).
    7. Goods 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 goods. If your equipment is replaced with refurbished equipment, the warranty applies in relation to that refurbished equipment from the remainder of the original Warranty Period or thirty days, whichever is longer.
    8. The benefits given to you by this warranty are in addition to other rights and remedies you may have at law.
    9. 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.
    10. This warranty is given by TPG Internet Pty Ltd. You can contact us if you have any questions regarding this warranty. Our contact details are listed at clause 1.1 above.

    1. You must notify us of the fault with your equipment within the applicable Warranty Period (beginning from the date you purchased the equipment or from the date your underlying service was activated) as follows:


      Equipment Warranty Period
      TP-Link VX420-G2H 24 months
      Casa WiFi Hub 24 months
      WiFi Cube 3 4G (B628-350) 24 months
      TP-Link Archer MR600 24 months
      Nokia FastMile R1 24 months
      Nokia FastMile 3.2 24 months
      Sagemcom Fast 5866T 24 months