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Warranty and Repairs

Touchscreens Melbourne (TSM) is committed to providing quality product to our customers. In the event that you experience problems with your product, these guidelines aim to provide you with information for contacting our various Technical Support teams, and, if needed, getting a Return Material Authorisation (RMA) number for your product.

These guidelines cover warranty returns for touch enabled monitors sold by TSM under the TSM and Nexio brand names, and also kiosks manufactured by TSM in Australia. Warranties on other items such as kiosk components and other brands of touch monitors are provided directly by the product manufacturers or distributors and TSM will assist our customers by providing these contact details where appropriate.

Warranty Coverage

The Product must be determined to be outside of product specification by our Technical Service or Customer Service teams.

The warranty period must not be expired. If the warranty is not specified on the invoice the below warranty period’s apply.

If the product is not listed below and the warranty term is not listed on the invoice or other documentation supplied by TSM, the warranty term is 12 months and can be confirmed by TSM.

Note, the following exclusions apply:

  • Improper use

  • Accident, abuse, neglect, fire, lightning, water or other acts of nature

  • Unauthorised repair; modification or damage through misuse; or subsequent manufacturing

  • Integration processes not approved by us

  • External product damage, including field damage

  • Units damaged in the returns process

 

Product Category

Term

All used items including ex demo and refurbished.6 months
NEX*** and NEXPRO** Touchscreens.3 years
Kiosk, enclosures manufactured in Australia (excluding components which are governed by manufacturer’s warranty).3 years
Touch component of large format (32”+) monitors converted to be touch enabled (excluding monitors which are governed by manufacturer’s warranty).3 years
Other items procured through Touchscreen solutions not listed in this table.Manufacturer’s Warranty

Obtaining a Return Material Authorisation (RMA) Number

Prior to returning your product, please download our Returns Request Form below.

Please complete and return the form by fax or email to the address on the form.

You will then receive the RMA and shipping instructions.

Once issued, the RMA Number is valid for 90 days.

Shipping Instructions

Labels all boxes clearly with the RMA Number. Returns without a RMA Number clearly marked on the shipping boxes may be returned to you.

TSM will pay for the shipment of the repaired product back to you if located in a metropolitan location of Sydney, Melbourne, Brisbane, Adelaide, Canberra, or Perth.

Outbound shipment locations not listed above and all inbound shipments of defective product will be shipped at the customer’s expense.

All returns should be properly packaged to minimize shipping damage and allow for effective defect analysis. Product should be returned in TSM packaging or equivalent packaging.

In most cases a Touch Screen Kiosk will not be returned, but the customer will be instructed which component to remove and return in order to reduce shipping costs if applicable.

Repair, Replacement or Credit

  • The TSM warranty provides for repair, replacement or credit for defective products at TSM’s discretion.

Warranty Turnaround Time Commitment

  • Goods received before 10:00am on any business day will be assessed by the Close of Business of the following business day.

  • TSM warrants to dispatch repaired or replaced products within 5 business days from receipt of faulty goods. If for any reason the dispatch cannot occur within this time frame TSM will notify you as soon as possible and provide an estimated dispatch date.