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Warranty Policy

Manufacturer Warranties

CXDX is committed to providing local Australian support for all products we distribute. In most cases, customers should contact CXDX first for warranty assistance, and we will work directly with the manufacturer on their behalf wherever possible.

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Many products supplied by CXDX are manufactured by third-party manufacturers and may be covered by additional manufacturer warranties. Warranty periods and coverage may vary between products and manufacturers.

 

CXDX acts as the local distributor and support partner for the products we supply. Where a manufacturer warranty applies, CXDX will assist customers in navigating the warranty process, including:

  • Assessing and documenting warranty claims;

  • Liaising with the manufacturer on the customer's behalf;

  • Coordinating troubleshooting, repair, replacement, or return processes where applicable;

  • Providing updates throughout the warranty claim process; and

  • Assisting with warranty-related communications and documentation requirements.

 

While final warranty decisions remain subject to the manufacturer's warranty terms and assessment, CXDX is committed to supporting customers throughout the process and advocating for fair and timely resolution of valid warranty claims.

 

Customers should contact CXDX as their first point of contact for any warranty-related enquiries, regardless of whether the warranty is administered directly by CXDX or the manufacturer.

Warranty Periods by Product

Warranty periods may vary between products, manufacturers, software platforms, and service offerings. Customers should refer to the relevant product page, quotation, invoice, purchase agreement, licence agreement, service level agreement (SLA), product documentation, and any applicable manufacturer's warranty policy for details of the warranty coverage that applies to their purchase.

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Where a manufacturer provides a published warranty policy, that policy may contain additional information regarding warranty coverage, exclusions, claim requirements, repair procedures, and warranty periods.

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Certain enterprise, medical, software, and subscription-based products may be supplied under separate commercial agreements that include specific warranty, support, maintenance, replacement, service level, or licensing provisions. In these cases, the applicable contract, licence agreement, support agreement, service level agreement, or manufacturer's warranty terms will take precedence over this general warranty policy.

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CXDX will assist customers in understanding the applicable warranty provisions and, where appropriate, liaise with manufacturers on the customer's behalf to facilitate warranty claims and support requests.

Technical Support

CXDX provides reasonable first-line technical support for products supplied by us. Customers experiencing issues should contact CXDX before returning equipment, as many issues can be resolved through troubleshooting, software updates, configuration changes, calibration, training, or manufacturer support processes.

Obtaining Warranty Service

Customers are encouraged to review any product-specific manufacturer warranty documentation supplied with their equipment, as additional warranty rights, exclusions, service arrangements, or support provisions may apply.

If you believe your product may be covered under warranty, please contact CXDX as soon as practicable after the issue is identified.

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To assist with assessment of your claim, please provide:

  • Proof of purchase or invoice number;

  • Product name and serial number (where applicable);

  • A description of the issue or fault;

  • Photographs, screenshots, videos, diagnostic logs, or other supporting information where available.

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Before returning any product, customers must obtain authorisation and return instructions from CXDX (or the manufacturer). Products returned without prior authorisation may experience delays in processing.

 

Upon receipt of a warranty request, CXDX may:

  • Provide troubleshooting assistance;

  • Request additional information;

  • Arrange remote diagnostics or technical support;

  • Refer the matter to the manufacturer for assessment;

  • Arrange repair, replacement, or return of the product where appropriate.

 

Where a product is covered by a manufacturer's warranty, CXDX will act as the customer's local point of contact and will assist in coordinating communications and warranty processes with the manufacturer wherever reasonably practicable.

 

Warranty assessment, repair, replacement, and turnaround times may vary depending on the product, manufacturer, availability of parts, and the nature of the fault.

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