Warranty

Warranty Information

Australian Consumer Law Notice

Our goods come with guarantee that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. General Terms and Conditions: Australia and New Zealand

This document sets out the terms and conditions of BenQ's manufacturers product warranties for BenQ branded products.

In this warranty:

"ASP" means a BenQ Authorised Service Provider;
"BenQ" means BenQ Australia Pty Ltd ACN 093 179 134;
"Product" means any tangible personal property purchased by you from BenQ;
"Warranty Period" means the period or periods of time specified in Section 11 for BenQ Products;
"You" means the purchaser of any one or more Product, and "your" has a corresponding meaning.

2. Warranty Terms

1. BenQ warrants that the Product is free from manufacturing defects in material and workmanship when despatched from a BenQ warehouse in Australia or New Zealand for the relevant Warranty Period.

2. Subject to the terms of this warranty BenQ will repair or replace at no additional charge, defective parts with new parts or serviceable parts that are equivalent to new parts in performance.

3. This warranty only applies to Product purchased in Australia or New Zealand and is in addition to (and does not exclude or modify in any way) any non-excludable statutory warranties in Australia and New Zealand.

4. The sales receipt is proof of purchase of the Product and the warranty period commences as of the date on the receipt and must be the original owner/company the receipt is made to. Please complete Section 10 below to maintain a record of your purchase.

5. It is your responsibility to maintain useable archival back-ups of all data and to reload all software following any maintenance or repair work.

6. This warranty is given in addition to the other rights and remedies that are conferred to you by the law.

3. Warranty Exclusions

This warranty or a claim made under it may be refused if the defect claimed has arisen for reasons other than faulty or defective parts or workmanship. Circumstances in which a warranty claim may be declined include, but are not limited to, the following:

The Product is damaged by:
- accident;
- misuse or abuse, including failure to properly maintain or service;
- normal wear and tear;
- incomplete or improper installation;
- incorrect, improper or inappropriate operation;
- insect or vermin infestation;
- food or liquid spills or immersion in liquid;
- use or storage in conditions or at temperatures other than as recommended in the Product’s specifications or instruction manual;
- incorrect voltage or use of batteries or charging units other than those supplied or recommended by BenQ; and
- images burnt into the displayed image as a result of a failure to use power saving or screen savers.

The Product's serial number or warranty seal has been removed or defaced;

A claim for missing software or accessories was not reported during BenQ's normal business hours within 7 working days after purchase and/or satisfactory evidence that the relevant item was missing is not provided.

The Product is used at any time for a commercial, business or industrial application.

Software related faults resulting from incorrect installation of software (except where the software is installed by an ASP). Viruses or bugs are not considered Product faults.

Parts, products and software not manufactured or supplied by BenQ, whether installed in or attached to the Product, are not covered by this warranty.

LCD screens may contain defective pixels which, while visible, may not constitute a defect for the purposes of this warranty. BenQ retains the right to refuse any claim for repair or replacement of a LCD screen if the number of defective dots falls within BenQ's published specifications. The specifications are available at below.

BenQ is not responsible for providing you with any future upgrade/s of software bundled with any Product.

Parallel/grey imports

"Parallel" or "grey" imports is a term used to describe products imported directly into a country by persons other than the manufacturer's authorised distributor in that country.

BenQ Australia Pty Ltd (“BenQ Australia”) is the sole authorised importer into Australia of BenQ branded products.

BenQ Australia does not provide any warranty or guarantee on parallel or grey imports.

BenQ Australia is under no obligation to service or repair parallel or grey imports and will charge standard commercial rates on such products it chooses to service or repair that it is requested to service.

Consumers who intend to purchase BenQ branded products overseas or online are advised to check with the reseller to establish the warranty applicable to the product. BenQ Australia will not be bound by any incorrect information provided by the reseller.

Consumers are also warned that goods purchased outside of Australia may not meet Australian safety or other standards.

BenQ Australia will service BenQ branded products carrying an international warranty in accordance with the terms of that warranty.

4. How to Arrange Warranty Service

1. Before initiating a warranty service, please prepare the following information:

Product name or model number;
Full serial number;
Your contact address, email, telephone and fax numbers;
Detailed description of the fault; and
Purchase invoice or receipt.

2. Return of Product

The Table of Warranty Period for BenQ Products in Section 11 sets out how your Product is to be delivered to BenQ for assessment and repair. This will either be:

For you to arrange delivery of the Product to BenQ or your nearest ASP ("Return to base"); or

BenQ will arrange the return of your product at BenQ’s expense. This may involve taking the product to a local drop off point as advised by BenQ.

3. Return to Base

If your Product is to be returned to BenQ or your nearest ASP for repair, you must include your receipt as a proof of purchase date, and the information set out in Section 1 above.

To locate your nearest ASP log onto www.BenQ.com.au. If you do not have access to the internet and are calling from Australia you can call 1300 130 336 between 9am and 5:30pm (Australia EST or daylight saving time as applicable) weekdays excluding public holidays, from New Zealand call 0800 14 2367 between 8:30am and 5:30pm weekdays, excluding public holidays.

The Product should be packed to avoid damage in transit. If possible, packing it with the original packing material or materials will minimise the risk of the Product being damaged in transit. BenQ shall have no liability whatsoever for any damage caused during or as a result of transit.

BenQ will notify you of when the Product is ready for pick up.

Please note that freight and insurance to and from your nearest ASP must be arranged and paid for by you.

5. Repair Notice

BenQ gives the following notice with respect to all repairs of Products:

User-generated data

The repair of goods capable of retaining user-generated data may result in the loss of data stored on those goods.

In this notice, "user-generated data" means any data stored on goods including customized programming on computers and cameras.

Use of Refurbished Parts

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

6. Customer Charges

1. Where a claim is made under this warranty and the ASP determines that the problem with the Product is not covered by any applicable warranty, you will be liable for any charges incurred to rectify the problem. In the event that no fault is found with the Product you will be charged an inspection fee.

2. In order to minimise the possibility of your incurring charges for the correction of any problem, we recommend you check the following:

The Product and software have been correctly installed;
All settings are in accordance with the instruction manual, and;
The problem is not related to any accessory or software not supplied with the product, or due to any introduced virus or bug.

7. Limitation of Liability

1. To the full extent permitted by law all warranties other than provided herein are expressly negated, and BenQ shall not be liable with respect to any loss or damage whether direct or indirect or consequential arising from your purchase, use or non-use of the Product.

2. Provisions of the Competition and Consumer Act and other State legislation in Australia, and the Consumer Guarantees Act, the Sale of Goods Act and the Fair Trading Act in New Zealand, imply warranties or conditions, or impose obligations, upon BenQ which cannot, in whole or in part, be excluded, restricted or modified. To the extent permitted by law, BenQ's liability (if any) arising out of or in relation to the Products or any services supplied by BenQ shall be limited, at its option, to:

in the case of Products, the replacement or repair of the Products or the supply of equivalent products or the payment of the cost of replacing the Products or having the Products repaired or of acquiring equivalent Products.
in the case of services, the supply of the services again or the payment of the cost of having the services re-supplied.

3. The warranties conferred under BenQ’s manufacturers warranty do not extend to any costs, damages or losses associated with the installation, de-installation or re-installation of a Product, including costs associated with the de-mounting or re-mounting of any projector (and any other ancillary activities), delivery, handling, transportation or insurance of the Product or any part or replacement of the Product.

8. Privacy

In the event that you make a warranty claim it will be necessary for BenQ and/or the ASP and retailer from whom you purchased the Product to exchange the personal information you have provided (as defined in the Privacy Act 1988 (Cth)) for the purpose of contacting you (if required) and as otherwise necessary to enable BenQ to meet its obligations under this warranty.

9. Contact Details

BenQ Australia Pty Ltd

Unit 7, 175 Briens Road
NORTHMEAD NSW 2152
AUSTRALIA

Tel: +61 2 8988 6500
Fax: +61 2 8988 6538
Call Centre:
1300 130 336 (Australia)
0800 14 BENQ (2367) (New Zealand)

Email: BQauService@BenQ.com

Contact details for general enquiries are the same as those set out in Section Section 4.3.(ii) above.

10. Warranty Details

Please record the following details in relation to your Product and store this information in a safe place:

Model
Model Serial Number
Model Date of Purchase
Model Place of Purchase
Model Company Name
Model Address

Please also retain with this information, a copy of the invoice issued to you by the supplier.

11. Table of Warranty Period for BenQ Products

The warranty applicable to each Product is set out in the tables below.

a. Complete Products

Product	Model	Warranty Period	Note
Product LCD/LED Monitor *	Model Standard Models: GL, GW, EW, RL, EL series	Warranty Period 3 years	Note On-site pick up and return available
	Product Value Models: G922HD, G922HDA, G2020HD, G2020HDA	Model 3 years	Warranty Period Limited warranty, on-site pick up and return available Panel 1 year
	Product Commercial/Gaming Model: BL, XL, SW, PG, PD, EX, PV series	Model 3 years	Warranty Period On-site pick up and return available
Product Projector－Lamp based (Mainstream)	Model MP515/MP515ST/MS510 MS612ST/MS614/MS500 MS502/MS513P/MS514P All MS series	Warranty Period 1 year	Note Return to base only Lamp ** – The earlier of 6 months or 750 hours
Product Projector－Lamp based (Mainstream)	Product MP525P/MP525ST/MP575 MP626/MP670/MP776 MP776ST/MX501/MX511/MX613ST/MW512 MW516/MX615/MX660/MX660P SP870/SP920P W600/W1000/W1100/W1200/W1060/W710ST W1070/W1070+/W1080ST/W1080ST+ LW61ST/LX60ST TK800, TK800M, TK850, TK810, TK850i, TK700, TK700STi, TK860i EX600, EH600, EW600, EW800ST, EX800ST W1700, W1700M, W1090, W1120, W1210ST, W8000, W2000, W1800, W2700, W5700, W2700i, W2710i All MX, MW, MH, TH, MH, LX series (except UST)	Model 2 years	Warranty Period On-site pick up and return available Lamp ** – The earlier of 6 months or 750 hours
Product Projector－LED based (Mainstream/Home Cinema)	Model GP1/GP2/GP100 GS1/GV1/GV30/GS50/GV31/GV11/GV50	Warranty Period 1 year	Note Return to base only
	Product X3000i/X3100i/X500i/X300G TK710STi/TK710	Model 3 years	Warranty Period On-site pick up and return available
	Product W4000i	Model 2 years	Warranty Period On-site pick up and return available or 20,000 hrs LED warranty and 1 year for accessories IE:Remotes / Android TV dongle
Product Projector (Education)	Model MP772ST/MP777/MP780ST MX710/MX711/MX750/MX760 MX761/MX810ST/MW811ST/MW860USTi MX812ST/MW811ST/MX880/MW850UST MW851UST/MW816ST/MX815ST/MW712 MX716/MX717/MX763/MX764 SP840/SP890/SP891 SH910/SH960 All UST, SW, LU, LK series	Warranty Period 3 years	Note On-site pick up and return available Lamp ** – The earlier of 1 year or 1,000 hours
Product Pro Cinema and Auditorium	Model W6000, W7000/+,W11000/H X12000/H, W5800 LU, PX, PU, PW, LK, SW, SU Series	Warranty Period 3 years	Note On-site pick up and return available Lamp – The earlier of 1 Year or 1,000 hours * On Laser and LED light source Model: LU9715/LU9915/LU9235/LX9215/LU960UST (3 years / 20,000 hrs) LK970/LU950 series (3 years / 15,000 hrs) L770/L720/L890/L820 (3 years / 10,000 hrs)
Product Projector Lamp & Accessories ***	Model All models of lamp	Warranty Period The earlier of 1 year or 750 hours	Note Based on minimum equivalent lamp usage hour or warranty period, whichever comes first
Product Large Format Display	Model All RP series and CP series	Warranty Period 3 years	Note Limited on-site warranty - User has to take the product from the wall or fixing on to floor or table for repair
Product Large Format Display	Product All RM and RE series	Model 2 years
Product Signage	Model All IL, PL, PH, SL, ST, BH, DH, TL series	Warranty Period 3 years	Note Limited on-site warranty - User has to take the product from the wall or fixing on to floor or table for repair
Product Wireless Presentation	Model InstaShow series	Warranty Period 1 year	Note On-site pick up and return available
Product ideaCam	Model ideaCam S1 Pro, ideaCam S1 Plus	Warranty Period 1 year	Note Return to base only
Product Desk Lamp	Model WiT LED Lamp, Monitor Light, Piano Light	Warranty Period 1 year	Note Return to base only
Product Zowie Gaming Gear	Model Zowie gaming mouse, mouse pad, Camcade cable management device	Warranty Period 1 year	Note Return to base only (For purchases from Australia only)
Product Software	Model	Warranty Period 90 days	Note

* LCD panel pixel policy applies. For more information, please refer to Section 10.c.

** Based on minimum equivalent lamp usage hour or warranty period, whichever comes first.

*** Applies to Lamp and Accessories subsequently purchased from BenQ or Authorised Resellers

b. Parts and Accessories

In relation to parts and accessories:

"In-Box" means parts and accessories come included with the Product listed in Section 14.a.

"Out-Box" means parts and accessories purchased from authorised BenQ resellers and distributors separate from the Products listed in Section 14.a.

Product	In-box	Out-box
Product Standard Remote Controls (for all products)	In-box 1 year	Out-box 6 months
Product Lamps for Digital Projectors	In-box The first to occur of 12 months and 750 hours of usage	Out-box The first to occur of 6 months and 750 hours of usage
Product Other parts, accessories	In-box 1 year	Out-box 6 months

12. LCD Panel Pixel Policy

The sharp detail and vivid colors from each and every BenQ LCD panel is made up of tiny pixels, and each tiny pixel has three smaller individual red, green and blue pixel. Thus, a single BenQ LCD panel consists of millions of tiny pixels.

During LCD panel manufacturing of BenQ LCD monitors, digital signage or interactive display product, it is not uncommon for pixels to remain "stuck", a phenomenon which an imperfection either a colored pixel which is always ON (bright), or always OFF (dark). This is considered normal and does not affect the overall performance of BenQ display.

For more information, please follow the document on BenQ LCD Monitor Dead Pixel Policy. Should the LCD panel is diagnosed to contain or exceeding the following number of non-conforming pixel (dot) within the duration of Warranty period, the LCD panel is then considered as a defect and can be claimed as Warranty service.

Download: BenQ LCD Monitor Dead Pixel Policy

13. Large display/Signage Dead Pixel Policy

For large display or signage product, a separate set of LCD pixel policy applies.

Large Format / Interactive	Series	Bright	Dark	Total
Large Format / Interactive Large Format / Interactive	Series RP/RM series	Bright ≦ 5	Dark ≦ 12	Total ≦ 15

Signage	Series	Bright	Dark	Total
Signage Bar type	Series All	Bright ≦ 5	Dark ≦ 5	Total ≦ 5
Signage Transparent display	Series All	Bright ≦ 7	Dark ≦ 10	Total ≦ 10
Signage Double-sided (each side)	Series All	Bright ≦ 10	Dark ≦ 10	Total ≦ 12
Signage Super narrow bezel	Series All	Bright ≦ 10	Dark ≦ 10	Total ≦ 12
Signage Signage	Series All	Bright ≦ 10	Dark ≦ 10	Total ≦ 12

BenQ reserves the right to make final judgement of warranty claim after closer examination or evaluation of the LCD panel of your BenQ LCD Product based on the specification aforementioned.

14. Projector Cleaning and General Maintenance

The Lamp inside the Projector is the primary light source responsible to deiver high brightness projection. The Lamp also emits a high amount of heat and can get warmer with increased brightness as larger output of electricity is necessary. A typical lamp will reach temperature of up to 300 degree celsius.

To ensure the Projector does not overheat, cooling down a Projector mainly involve the use of fans to draw in cool air and exhaust warm air. Airflow for cooling down a Projector mainly involve the use of fans to draw in cool air and exhaust warm air. Airflow for cooling an accumulate dust and other particles over time.

It is important to note after long usage of a Projector that buildup of dust can eventually hinder air circulation adn cause the Projector to overhead. As a safety precaution the Projector can automatically shut down or avoid turning on completely if the Projector detects overheating. Other symptoms include washed out colours or unclear projection.

How quickly the dust accumulates depends on the operating environment and the settings of the Projector. BenQ suggests to clean the Projector regulatly with a vacuum cleaner from the outside around the vents area. Otherise, it is recommended to clean the Projector whent he equivalent lamp usae hour has reached 50% of its rated total light source life.

When the Projector equivalent lamp usage hour has reached close to its rated total light source life, it is highly recommended to have the Projector cleaned and serviced by a BenQ authorised service provider. There may be a charge for the service depending on the actual condition of the Projector.

BenQ recommend replacing lamps with BenQ geniune lamps.

15. About Projector lamp and equivilent lamp usage hour

Lamps employed in the use of BenQ Projectors are consumable parts. The value expressed in hours represents the minimum equivalent lamp usage hours before the lamp brightness is at half or less of its original brightness, or before the lamp burns out.

It is a normal phenomenon for the projector lamp to decrease brightness over time. Should the performance of the lamp fails to meet the minimum lamp hour, the lamp is considered as a defect and can be claimed as in warranty service.

Industry standard tools and software is used in order to correctly judge the brightness of the lamp. BenQ reserves the right to refuse a warranty claim for repair or replacement of the lamp if the failure does not meet the above condition.

For more information on equivalent lamp hour, handling, maintenance and prolonging the life of lamp and the Projector, please refer to the User Manual of your BenQ Product.

16. BenQ DOA Policy

BenQ Australia (BenQ) warrants that the brand new product you purchased* (“Product”), is free from manufacturing defects in material and workmanship when dispatched from a BenQ warehouse in Australia.

BenQ considers DOA (Dead on Arrival) if:

It does not turn on or light up
There is a line on LCD monitor
There is a dead pixel/s on the screen (please refer to our Dead Pixel Policy for details)
Control button not working

In the event of defective found within 30 calendar days from the date of your purchase, you can return the defective unit for a new replacement.

DOA Exclusions

The Product’s serial number or warranty seal has been removed or defaced;
The Product was not sold in Australia;
The Product was purchased from auction;
Incorrect voltage or use of batteries or charging units other than supplied by BenQ;
Misuse or abuse including third party content or software, viruses or malware downloaded.

How to claim a DOA

1. Contact the shop or company to which you purchase from to claim DOA within 30 days from the date of purchases. Please ensure:

a. Provide invoice or receipt as a proof of purchase

b. Packing: Pack in original packaging preferably or strong carton to avoid damage in transit and include all accessories and manual.

2. Contact BenQ call centre on 1300 130 336 between 9am to 5.30pm (Australian EST or daylight saving time as applicable) if further assistance is required.

Customer Charges

The customer will bear two way freight charges if alleged fault/symptom could not be found by BenQ. In order to minimise the possibility of your incurred charges, we recommend that you clarify with our call centre and check the followings:

1. The Product and software have been correctly installed;

2. all settings are in accordance with the instruction manual; and

3. The problem is not related to any accessory or software not supplied with the Product, or due to any introduced virus or malware.

4. All Accessories, manuals are included when sending back for replacement.