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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 process a return quest or 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 process a return quest or understand what is covered by our warranty policy.

Free Return Shipping

All machines are shipped back to our repair centre free of charge. If the issue is covered under warranty, we'll ship back the machine without charge once its 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

Free Return Shipping

 

All machines are shipped back to our repair centre free of charge. If the issue is covered under warranty, we'll ship back the machine without charge once its 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

Submit a Warranty or Return Request

Submit a Warranty or Return Request

FAQs

What if there's a fault covered by warranty?

If your device experiences a hardware fault we will attempt to repair the device or replace it with a newer unit - free of charge.

What if I break it?

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

Spare Parts and Repair Fees

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 unauthorized access to the One Education Product, and you cannot prove in any way that you are the authorized user of the product (eg. by presenting proof of purchase).

What happens to stored data?

During the process of replacement all of your stored data will be lost. Please ensure that you have saved this data elsewhere prior to replacement. Infinity:One computers presented for replacement will be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

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 Australian Law you are entitled to a 'Consumer Guarantee' this means 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 life time 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 if there's a fault covered by warranty?

If your device experiences a hardware fault we will attempt to repair the device or replace it with a newer unit - free of charge.

What if I break it?

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

Spare Parts and Repair Fees

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 unauthorized access to the One Education Product, and you cannot prove in any way that you are the authorized user of the product (eg. by presenting proof of purchase).

What happens to stored data?

During the process of replacement all of your stored data will be lost. Please ensure that you have saved this data elsewhere prior to replacement. Infinity:One computers presented for replacement will be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

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 Australian Law you are entitled to a 'Consumer Guarantee' this means 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 life time guarantees and money back offers
- Have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.