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Warranty & Returns

Warranty & Returns

Our warranty and returns process is a return to base repair and replacement procedure that aims to reduce the time you are without an Infinity or Infinity:One in the rare event that something goes wrong.

On this page you'll be able to submit a return request and understand what is covered by our warranty policy.

Our warranty and returns process is a return to base repair and replacement procedure that aims to reduce the time you are without an Infinity or Infinity:One in the rare event that something goes wrong.

On this page you'll be able to submit a return request and understand what is covered by our warranty policy.

Free Return Shipping

All devices are shipped back to our repair centre free of charge if the issue is covered under warranty. We'll ship back the device once it's repaired.

2 Year Warranty

The Infinity comes with a 2 year warranty as standard. Previous generation, Infinity:One devices are covered by a 1 year warranty.

Support

Multiple support options are available from Phone, Email and Live Chat. Get in touch with our friendly team, we're here to help.

Free Return Shipping

 

All devices are shipped back to our repair centre free of charge if the issue is covered under warranty. We'll ship back the device once it's repaired.

2 Year Warranty

 

The Infinity comes with a 2 year warranty as standard. Previous generation, Infinity:One devices are covered by a 1 year warranty.

Support

 

Multiple support options are available from Phone, Email and Live Chat. Get in touch with our friendly team, we're here to help.

Submit a Warranty or Return Request

Submit a Warranty or Return Request

FAQs

What's covered by warranty?

One Education warrants the Infinity against defects in materials and workmanship over a minimum two-year period when used normally and not subject to accident, abuse, alteration, misuse or neglect. Other products are covered by a one-year warranty unless otherwise specified.

If your device experiences a hardware fault we will attempt to repair the device or replace it with a newer unit, free of charge. In-warranty repair or replacement parts and products are warranted only for the unexpired portion of the original warranty period. All warranty claims are subject to approval by One Education and may be refused if non-warranted damage is reasonably suspected.

Infinity and Infinity:One devices presented for replacement may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the products.

What is not covered by warranty?

(a) consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship;

(b) cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship;

(c) damage caused by use with a third party component or product that does not meet the One Education Product’s specifications (One Education Product specifications are available at www.one-education.org under the technical specifications for each product);

(d) damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause;

(e) damage caused by operating the One Education Product outside One Education’s published guidelines;

(f) damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of One Education;

(g) a One Education Product that has been modified to alter functionality or capability without the written permission of One Education;

(h) defects caused by normal wear and tear or otherwise due to the normal aging of the One Education Product;

(i) if any serial number has been removed or defaced from the One Education Product; or

(j) if One Education receives information from relevant public authorities that the product has been stolen or if you are unable to deactivate passcode-enabled or other security measures designed to prevent unauthorised access to the One Education Product, and you cannot prove in any way that you are the authorised user of the product (eg. by presenting proof of purchase).

What if I break it?

If your warranty has expired, or your issue is not covered by warranty then repairs will be charged with reference to this support article:

Spare Parts and Repair Fees

Costs associated with freights, labour and spare parts will be charged to you unless otherwise agreed between parties. One Education provides a three-month warranty on products repaired out of warranty. In our efforts to maintain the degree of affordability and accessibility for which One Education’s Products are known for, the cost of labour and spare parts is regularly reviewed to minimise the financial impact which non-warranty repairs may pose.

What happens to stored data?

During the process of repair or replacement, all of your stored data may be lost. Please ensure that you have saved this data elsewhere prior to returning your device. One Education is not responsible for the loss of any data, including confidential information, proprietary information, or personal information, contained in a returned product.

What are my rights as a consumer?

You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

- Acceptable quality
- Matching description
- Any extra promises made about such things like performance, condition and quality
- Repairs and spare parts - the manufacturer is responsible for ensuring that spare parts and repair facilities (a place that can fix the consumer’s goods) are available for a reasonable time after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the type of product.

Under the Australian Law you are entitled to a 'Consumer Guarantee' and this means that you are entitled to the following:

- Match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
- Match any demonstration model or sample you asked for
- Be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
- Come with full title and ownership
- Not carry any hidden debts or extra charges
- Come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
- Meet any extra promises made about performance, condition and quality, such as lifetime guarantees and money back offers
- Have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

FAQs

What's covered by warranty?

One Education warrants the Infinity against defects in materials and workmanship over a minimum two-year period when used normally and not subject to accident, abuse, alteration, misuse or neglect. Other products are covered by a one-year warranty unless otherwise specified.

If your device experiences a hardware fault we will attempt to repair the device or replace it with a newer unit, free of charge. In-warranty repair or replacement parts and products are warranted only for the unexpired portion of the original warranty period. All warranty claims are subject to approval by One Education and may be refused if non-warranted damage is reasonably suspected.

Infinity and Infinity:One devices presented for replacement may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the products.

What if I break it?

If your warranty has expired, or your issue is not covered by warranty then repairs will be charged with reference to this support article:

Spare Parts and Repair Fees

Costs associated with freights, labour and spare parts will be charged to you unless otherwise agreed between parties. One Education provides a three-month warranty on products repaired out of warranty. In our efforts to maintain the degree of affordability and accessibility for which One Education’s Products are known for, the cost of labour and spare parts is regularly reviewed to minimise the financial impact which non-warranty repairs may pose.

What is not covered by warranty?

(a) consumable parts, such as batteries or protective coatings that are designed to diminish over time, unless failure has occurred due to a defect in materials or workmanship;

(b) cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship;

(c) damage caused by use with a third party component or product that does not meet the One Education Product’s specifications (One Education Product specifications are available at www.one-education.org under the technical specifications for each product);

(d) damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause;

(e) damage caused by operating the One Education Product outside One Education’s published guidelines;

(f) damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of One Education;

(g) a One Education Product that has been modified to alter functionality or capability without the written permission of One Education;

(h) defects caused by normal wear and tear or otherwise due to the normal aging of the One Education Product;

(i) if any serial number has been removed or defaced from the One Education Product; or

(j) if One Education receives information from relevant public authorities that the product has been stolen or if you are unable to deactivate passcode-enabled or other security measures designed to prevent unauthorised access to the One Education Product, and you cannot prove in any way that you are the authorised user of the product (eg. by presenting proof of purchase).

What happens to stored data?

During the process of repair or replacement, all of your stored data may be lost. Please ensure that you have saved this data elsewhere prior to returning your device. One Education is not responsible for the loss of any data, including confidential information, proprietary information, or personal information, contained in a returned product.

What are my rights as a consumer?

You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

- Acceptable quality
- Matching description
- Any extra promises made about such things like performance, condition and quality
- Repairs and spare parts - the manufacturer is responsible for ensuring that spare parts and repair facilities (a place that can fix the consumer’s goods) are available for a reasonable time after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the type of product.

Under the Australian Law you are entitled to a 'Consumer Guarantee' and this means that you are entitled to the following:

- Match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
- Match any demonstration model or sample you asked for
- Be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
- Come with full title and ownership
- Not carry any hidden debts or extra charges
- Come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
- Meet any extra promises made about performance, condition and quality, such as lifetime guarantees and money back offers
- Have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.