Aurora Signage: How does warranty work?

Aurora Signage: How does warranty work?

Read the Aurora Signage Warranty Statement to learn more.

All Aurora Signage LED solutions are covered by the following warranty offerings:

RANGE
Warranty on Parts
 On-Site Labour Warranty
 Parts and On-Site Labour Warranty Extension
LUX 
5 years
1 year
Option to extend to 10 years
VSPEC
4 years
1 year
Option to extend on-site labour warranty to 4 years
GSR
3 years
None
Option to extend on-site labour warranty to 3 years

Please note that all I-TV products are covered by a LUX warranty.

One Year Customised Labour Warranty

As standard, we offer one year of on-site labour services in addition to phone and email support. On-site labour is not covered in our GSR range. Discuss extended parts warranty and/or on-site warranty with your sales representative or to tailor a warranty solution to fit your needs.

Standard 3, 4 or 5 Year Warranty on Parts

All parts and components supplied on an Aurora Signage project come with a GSR Range 3 year manufacturer's warranty, a VSPEC Range 4 year manufacturer's warranty or a LUX Range 5 year manufacturer's warranty from the date of install. Parts warranty covers spare parts and includes repair due to fault. Aurora Signage ensures that spare parts are maintained to a 100% available capacity for the duration of the Warranty with the complete support of the original factory.  Warranty does  not  cover:
  1. Damage due to rough handling
  2. Damage or faults incurred due to improper installation where install has not been provided by Westan
  3. Physical damage post-install

Aurora-branded processors are also covered under the LUX (5 year), VSPEC (4 year) or GSR (3 year) range warranty periods. Any non-Aurora branded processors are covered by a one-year warranty only.

In addition to this, Aurora Signage offers a 5 year brightness guarantee on all LED products. Should you perceive diminishing brightness on an Aurora Signage LED product, please lodge a Warranty Ticket (see below).

Talk to your Westan sales representative or contact  sales@westan.com.au to enquire about our extended warranty options. Replaced or repaired parts retain the warranty period of the original part.

Lodging a Warranty Ticket

To resolve issues, follow the below process:
  1. Lodge a ticket at the Westan Support Helpcentre (www.support.westan.com.au).
  2. A Westan Support team member will diagnose your issue. We may ask you for further information, including photographic or video documentation of the issue, and ask you to conduct basic troubleshooting to confirm or resolve the issue.
  3. If required, we will book a technician to conduct an on-site repair during business hours. The technician will require access to site and access to the display. Onsite warranty is limited to installations mounted no more than 1.8 metres above the ground and which can be accessed without the use of scaffolding, boom lift or any other machinery or tools. Where additional machinery, devices or tools are required, we ask that they be provided for the technician's use. Where displays do not meet this description, you will be required to provide safe access to the the display for the on-site technician.
You may be on-charged for any additional expenses for equipment, tools and/or labour if not provided by you at the first instance. If the technician is unable to access the unit when onsite, you may also be on-charged for the first service visit.
  1. If you have chosen to store spare parts for your display rather than have them stored at Westan, you must make these available to the on-site technician. As every screen is unique, parts are not interchangeable and we will be unable to service your display without spares parts specific to the display.
  2. The technician will repair the screen and parts will be sent to Aurora Signage for repair. All repaired parts will be returned to the nearest Westan warehouse if parts are held by Westan, or sent to the storage facility designated in the Retention of Westan LED Project Spare Parts Agreement.
The Westan Support team will respond to queries within 4 hours of ticket lodgment (within Victorian business hours) and have a tech to site within 3 days of full diagnosis of the issue (if required). Please note that achievement of on-site visit times are dependent on freight, regionality of the screen location and any agreement made between Westan and the purchaser at the point of sale.

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