Warranty
Last updated: 15 September 2026
Australian warranty and support
Every product we sell is genuine Australian stock, backed by local warranty and support. If something goes wrong, you deal with us here in Australia, not an overseas seller. This is one of the most important differences between buying from GoingDark and buying a grey import, where local warranty support is often unavailable.
Manufacturer warranties operate in addition to your rights under the Australian Consumer Law. Nothing on this page limits those rights. For your ACL rights to a repair, replacement or refund, see our Refund and Returns Policy.
What the manufacturer warranty covers
Warranty periods vary by brand and product. Your specific warranty period is set out on your product's listing or documentation. Manufacturer warranties typically cover:
- manufacturing defects;
- faults that arise under normal, intended use.
Manufacturer warranties typically do not cover:
- accidental damage, including drops and impact;
- improper installation or mounting;
- misuse or unauthorised modification;
- normal wear and tear;
- damage beyond the product's rated environmental limits.
Where damage is assessed as accidental or the result of misuse, a warranty claim may be declined. In those cases your ACL rights still apply where relevant.
How a warranty claim works
Step 1. Contact us
Email sales@goingdark.com.au with:
- your order number;
- the product details;
- a description of the issue;
- photos or video, if applicable.
Step 2. Troubleshooting
We may ask you to try some basic troubleshooting first, such as a firmware update, a reset, or checking the mounting. Many issues are resolved at this stage without a return.
Step 3. Return authorisation
If a return is needed, we will issue a Return Authorisation (RMA) and instructions. Please do not return any product before it is approved.
Step 4. Assessment
Your product will be inspected by an authorised technician or distributor. The assessment determines whether the issue is covered under warranty, whether the fault is minor or major under the ACL, and whether the product will be repaired, replaced or refunded. We rely on independent technical findings when determining the cause of a failure.
Step 5. Resolution
We will advise you of the outcome and the expected timeframe. If a repair cannot be completed within a reasonable time, we will provide an alternative remedy in line with the Australian Consumer Law.
Repair timeframes
We aim to resolve claims promptly. As a general guide:
- Assessment: 1 to 2 weeks
- Domestic repair: 2 to 6 weeks
- Overseas repair, if required: typically up to 8 weeks
If a repair cannot be completed within a reasonable time, we will provide an alternative remedy in line with the Australian Consumer Law. We will not require you to wait an unreasonable period for an overseas repair.
Replacement and refund
Where a valid claim exists and the product cannot be repaired within a reasonable time, or the failure is terminal, you may choose a refund or replacement in line with your ACL rights. Replacement units may be new, factory refurbished, or of equivalent specification. Refunds are issued to the original payment method.
Contact us
Email: sales@goingdark.com.au
Phone: 07 2111 8404
Post: PO Box 155, Jimboomba QLD 4280, Australia