Sony Returns Policy
If the Sony product you have received is dead on arrival, and/or you have any queries about a return or replacement, please call our Customer Care team on 0800 728 728.
In the case of a product fault within the warranty period as detailed below, please call Sony directly on 0800 SONYNZ (0800 766 969) for assistance with trouble shooting and warranty claims.
The following terms and conditions relate to the warranty of Sony products (other than Sony professional products) purchased within Australia and New Zealand ONLY. For warranty conditions for Sony product purchased outside of Australia and New Zealand, please refer to the terms and conditions that accompanied your product or refer to your place of purchase.
Consumer product warranty
When you purchase a Sony product, you have the peace of mind in knowing that your product is covered by Sony's Standard Warranty. The Sony Standard Warranty is provided by Sony New Zealand Limited (C/N 533502), Level 1, 100 Ponsonby Road, Ponsonby, Auckland, New Zealand (for New Zealand purchases).
GENERAL TERMS AND CONDITIONS
1.1 The benefits given to you in Sony's Standard Warranty are in addition to other rights and remedies you have under law in relation to the products to which Sony's Standard Warranty relates. The following statement only applies to Australian purchases: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
1.2 Subject to section 1.1 and the terms below, as your Standard Warranty Sony agrees to repair or replace at Sony's cost the Sony product, and any Sony accessory supplied with the product, purchased by you in Australia or New Zealand from a Sony Authorised Dealer when the product does not perform in accordance with the manufacturer's specifications during the Warranty Term specified for the product in the warranty 'Table 1', commencing from the date of purchase. Special Conditions apply under the Standard Warranty to some products as identified in Table 1.
1.3 To make a claim under the Standard Warranty you will need to:
(a) Call toll free 0800 SONYNZ (0800 766 969) and follow the prompts.
(b) Provide or make the product available to Sony or a Sony Authorised Service Centre or as otherwise agreed with Sony. If you are required to return the product to a Sony Authorised Service Centre, Sony will provide details of the centre to you. To find the nearest Sony Authorised Service Centre, either contact Sony New Zealand on 0800 766 969 or use the Service Centre Locator found in the support section at www.sony.co.nz. If service is on-site or in-home pick-up service, Sony will contact you to make arrangements for on-site service or pick-up.
(c) Please note: you will need to submit proof of purchase (e.g. bill of sale, invoice or purchase receipt) with your claim.
1.4 Products presented for repair may be replaced by refurbished products of the same type rather than being repaired. Refurbished parts may be used to repair the products. Replacement of the product or a part does not extend or restart the Warranty Term.
1.5 If the product presented for repair is capable of retaining user-generated data, you are advised that repair of the product may result in loss of the data.
1.6 Included in the Standard Warranty for Australia & New Zealand is an on-site or in-home pick-up service for products indicated in the table below.
1.7 The product will be at the owner's risk whilst in transit to and from the Sony Authorised Service Centre, unless transported by Sony or its Authorised representatives.
1.8 Sony will bear the expense of transport where transported by Sony or its Authorised representatives. Any other expense of claiming the warranty will be born by you.
1.9 Sony and its Authorised Service Centres may seek reimbursement of any costs incurred by them when the product is found to be in good working order.
GENERAL EXCLUSIONS AND LIMITATIONS
2.0 To the full extent permitted by law, but subject always to 1.1, the Standard Warranty will not apply:
2.1 If the product has not been installed, operated, maintained or used in accordance with the manufacturer's instructions or specifications provided with the product.
2.2 If the factory-applied serial number has been altered or removed from the product.
2.3 To damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, mis-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, acts of God, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, the operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product.
2.4 To damage arising during transportation, installation or while moving the product, or to any transportation costs of the product or any parts thereof to and from the owner, unless otherwise specified in these Warranty Terms.
2.5 To any third-party software or hardware not contained in the product as originally configured by the manufacturer.
2.6 To any failure, to the extent that the failure is not a failure of the product to perform in accordance with its specifications.
2.7 To replacement or repair of any (1) consumables (including batteries, projector lamps except as stated in section 2.8 and cables), or (2) lost parts or accessories.
2.8 Where the non-complying part is a projector lamp for a Home Theatre projector and the product is within the Warranty Term, Sony will replace the projector lamp free of charge where the claim is made within the first 1500 hours of operation and is limited to one lamp only within the product's Warranty Term.
2.9 To service of any product whilst it is outside Australia and New Zealand.
2.10 To any wear and tear including to projector lamp or optical block assembly if the product is used in commercial, industrial, educational or rental applications.
3.0 To the normal incidence of off-coloured or dark pixels in LCD and OLED screens as described in the User Manual for the product. Sony will only repair or replace the product if there are (a) 8 or more dark pixels in the screen (unless 2 or more are adjoining dark pixels) or (b) 2 or more bright pixels in the screen.
4.0 To the full extent permitted by law but subject always to section 1.1:
4.1 Sony will not be liable for any loss, damage or alterations to (1) third party hardware or software; or (2) programs, data or information stored on any media or any part of the product, no matter how occurring; or (3) for any loss or damage arising from loss of use, loss of profits or revenue, or for any resulting indirect or consequential loss or damage.