Product Warranty and Return Information
VMS takes its commitment to providing reliable products, solutions and technology very seriously, and fully support all represented vendors standard Warranties & Returns options are available for extended warranty terms from specific vendors.
3 Year Hardware Warranty with Advance Replacement
OSA will repair or replace, without charge, Video Management Solutions (VMS) branded hardware
proved defective in material or workmanship for a period of 3 years after the date of OSA invoice.
Your rights under the Advance Replacement program are in addition (and do not limit) any rights you
have under the Australian Consumer Law.
All OSA products in the VMS range holding a part number in the range of VMS%XX%XX%XX
Your rights under the Australian Consumer Law
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.
Exceptions to the 3 Year Hardware Warranty
6 months warranty
OSA will repair or replace, without charge all pan and tilts, scanners, or preset lenses used in
continuous motion applications (preset scan, tour, and auto scan modes) proved defective in material
or workmanship for a period of 6 Months after the date of OSA invoice.
This Warranty does not apply if:
1.The product has been subject to faulty and improper installation, maintenance, service, operational
adjustments, repair, alteration and/or modification in any way that is not approved by OSA
2.The product has been tampered with,
3.The product is damaged by acts of God, misuse, abuse, fair wear and tear, negligence, accident,
improper environmental conditions, including, but not limited to, electrical surges, water damage
and heat and humidi ty exposure.
If the product is to be used outdoors or in dusty, humid, or other hostile environments, it must be suitably
protected (which is the customer’s responsibility). Further, the customer must ensure that camera
products are specifically protected, whether in use or not, from exposure to direct sunlight or halogen light which may damage the camera image sensor. This applies to both indoor and outdoor use of the cameras.
For camera products supplied by OSA without a lens, the customer mus t use extreme care when
mounting a lens on these products. OSA i s not responsible for damage to the product due to
incorrectly mounted lenses. Incorrectly mounted lenses will invalidate this Hardware Warranty.
Failure to comply with any of the aforementioned requirements will invalidate this Hardware Warranty.
Limitation of Liability
Save for non%excludable liability imposed by operation of law (including under the Australian Consumer
Law), OSA assumes no risk and shall be subject to no liability for damages or loss resulting from the use or
application of the Products. In the event that OSA’s liability for any claim relating to the Products is made out, whether that claim is based on breach of contract, negligence, infringement of any rights of any party or product liability, then OSA’s liability for such claim shall not exceed the price paid by the customer for such Products. In no event will OSA be liable for any special, incidental, or consequential damages (including loss of use, loss of profit, and claims of third parties) however caused, whether by the negligence of OSA or otherwise.
OSA will warrant all replacement parts and repairs for 90 days from the date of shipment to the
customer following replacement or repair or the remaining warranty period of the original unit, whichever is the longer. All goods requiring warranty repair shall be sent freight prepaid to the nearest OSA office
location. Repairs made necessary by reason of misuse, alteration, fair wear and tear, or accident are
not covered under this warranty.
Warranty Process with Advance Replacement
If a warranty repair is required, the customer must obtain a Repair Authorisation Number f rom OSA’s
war ranty Cent re by cal l ing the issuing OSA branch (see contact detai ls below) or via the
OSA ticket system.
The following information must be provided:
Product model and serial number
Date of shipment, P.O. number, OSA invoice number, OSA issuing branch
Details of the defect or problem
Upon granting of the RMA # the warranty repair shall be sent freight prepaid to the OSA Warranty Centre
or local OSA branch.
If advance replacement is required then the customer must state this upon applying for the RMA. A
Technician will further troubleshoot and verify the fault with the customer before approval and sending of the replacement.
OSA reserves the right to charge current RRP for advance replacement stock if:
1.Warranty goods fall within the exclusions and limitations category above. (this may be verified during
troubleshooting phase or upon receipt of returned warranty goods)
2. Warranty goods are not returned within 30 days
3. No fault is found with the returned warranty goods.
Advance replacement units are covered by a 90 day warranty or the remaining warranty period of the original unit whichever is the longer.
If you would like to initiate a return, please fill out the form below.
We will contact you shortly after you submit the form.