Warranty Policy

WARRANTY POLICY

Below is a detailed explanation of our current warranty policy. If you have any further questions or need clarification, feel free to contact us.

CONSUMER GUARANTEES

Under the Australian Consumer Law, we provide guarantees that cannot be excluded for our goods.

If our goods fail to meet acceptable quality standards, you have the right to a replacement or refund for major failures, as well as compensation for any foreseeable loss or damage. Additionally, if the goods do not meet acceptable quality standards but the failure is not a major one, you are entitled to have the goods repaired or replaced.

DEFINITION OF TERMS

  • Product – Refers to any hardware manufactured for or by Obsidian Labs bearing the "Obsidian Labs" trademark, trade name, or logo that is purchased directly from Obsidian Labs.
  • Original Purchaser – Any consumer who purchases and has possession of a Product directly from Obsidian Labs.
  • End User – The ultimate consumer of the Product and anyone who owns and uses an Obsidian Labs Product.
  • Date of Original Retail Purchase – The date the Original Purchaser bought the Product from Obsidian Labs.

SCOPE OF WARRANTY

Obsidian Labs WARRANTS its hardware products against defects in merchandise and workmanship for a period of THREE (3) YEARS from the Date of Original Retail Purchase.

We guarantee the Original Purchaser that any part of the hardware system, excluding software, documentation, and similar items, will be free of defects in both workmanship and materials during the warranty period. This does not cover accidental damage, misuse, or normal wear and tear.

a) Coverage

During the product's warranty period, Obsidian Labs will repair or replace defective hardware free of charge, covering both labour and parts. Replacement parts may differ from the original but will be equivalent or slightly better in performance.

Exclusions from warranty coverage include:

  1. Physical Damage – Includes drops, spills, or improper handling.
  2. Unauthorized Modifications/Repairs – Damage caused by overclocking, undervolting, or repairs by unauthorized technicians.
  3. Improper Maintenance – Damage from neglect, such as dirty radiators, clogged fans, or unmaintained coolant levels.
  4. Improper Use – Operating the product in unsuitable environments (e.g., high humidity, salt exposure).
  5. Voltage Manipulation – Damage from improper power supplies or power surges.
  6. Software Issues – Problems caused by malware, software conflicts, or operating system errors.
  7. Normal Wear and Tear – Cosmetic damage, such as scratches or fading, or consumable items like batteries after normal usage.
  8. Usage of components like graphics cards for non-intended purposes (e.g., cryptocurrency mining).

Replacement parts are warranted for 3 months from the time of replacement or for the remainder of the original warranty period, whichever is longer.

b) Procedure

If you believe your Obsidian Labs product has a defect, please contact us at admin@obsidianlabs.com.au. Our team will guide you through diagnosing or resolving the issue remotely.

If remote troubleshooting fails, the product must be returned to our service centre. Obsidian Labs will cover delivery costs for shipping within Australia if a warranty issue is confirmed.

If no fault is found, the customer is responsible for covering shipping costs to and from our service centre.

Products must be returned in their original packaging with protective foam as originally provided. Obsidian Labs is not liable for transit damage due to improper packaging. Repairs for transit-related damage will be charged to the customer.

When lodging a warranty claim, you will need to provide:

  • Name
  • Address
  • Contact Number
  • Order Number

Obsidian Labs may, at its discretion and to the extent permitted by law:

  1. Repair the product (using new or refurbished parts).
  2. Replace the product with one that is new or functionally equivalent to the original.
  3. Offer a partial refund if repair or replacement is not feasible, provided the claim is made within the warranty period.

Diagnosis will typically be completed within 4–5 business days. We will inform you of the estimated time for any necessary repairs or replacements.

GOVERNING LAW

This warranty agreement is governed by the laws of Australia. The courts of Australia have exclusive jurisdiction over any legal actions arising from or relating to these warranty terms or purchases from Obsidian Labs.

If you have any questions or quires please contact admin@obsidianlabs.com.au