We make every effort to supply the most durable, long-lasting weather products possible. However, certain components are subject to wear and tear. Lightning, rain, salt spray, snow, sleet, freezing temperatures and high heat, small mammals, insects and birds .... many factors can take their toll. Because we know this, and because we know how important your purchase is to you, we are committed to providing the best possible service program we can. Refer to the terms page of this website for information on our warranty policy.
How can I help the Customer Technical Support Representative help me?
Be prepared. You will be asked for the name, model number, and serial number (if there is one) of your product and accessories, and when you purchased them. It helps to have a copy of your original invoice in front of you. If you're calling about your weather station, it's best to have it nearby since we may ask you to perform a few simple tasks while you're on the phone.
What if my unit needs repair?
Be sure to talk to us before you send your unit in for service. We may be able to help you solve the problem over the phone. If the unit needs to come in for repair, we can help determine if you need to send us the entire item or only a part of it. We can also advise you whether or not the repair is likely to be covered under warranty.
A standard initial inspection fee of $45 may apply for non-warranty jobs, with a turn around time of 15 working days from receipt of the item/s. Please note that all items sent in for repair must be accompanied by a fully completed RMA form, for the turn around time stated above to apply.
We also reserve the right to not carry out certain repairs, such as those for lightning damage on a weather station and in other situations where items, in our opinion, may not be repairable.
What do you mean by 'initial inspection'?
An initial inspection is an assessment of the estimated cost of repair, and will include a recommendation of whether or not it is cost effective to repair the item e.g. will it be cheaper to replace the item rather than repair? After the initial inspection we will contact you via your preferred method of contact specified on the RMA form, to discuss whether or not you would like to go ahead with the repair.
If we find that there is nothing wrong with the item or you decide to not go ahead with the repair, the standard initial inspection fee of $45 will apply.
What is an RMA form?
A Return Merchandise Authorisation or RMA form helps us to process your item more efficiently as it provides key information like a return delivery address, a daytime contact. A printable version of the RMA form can be found at the bottom of this webpage.
All items sent in for repair must be accompanied by a fully completed RMA form, to avoid delays and for the turn around times stated to apply. A printable version of the RMA form can be found at the bottom of this webpage.
How much will I be charged for the repair?
If you purchased the item within the last 12 months and the type of repair is covered under the terms of our warranty, you will not be charged. If you purchased the unit more than 12 months ago or the type of repair is not covered under our warranty, we will need to charge you for the repair.
Certain items (such as weather stations with lightning damage) may not be repairable at all. If we find that there is nothing wrong with the unit, the standard initial inspection fee of $45 will apply.
Who pays for shipping?
You are always responsible for the cost of shipping the item to us whether it is under warranty or not. On warranty repairs, we will pay for return shipping via surface to a destination within New Zealand. For all non-warranty repairs, we will charge you for the cost of returning the unit via courier.
How do I pay for the repair?
You can pay by cheque, bank deposit, VISA or MasterCard.
How should I ship the item back?
Pack it up as securely as possible and ship it to us. Please ensure that you include a fully completed RMA form. We also recommend that you ship items to us in a way that can be easily traced, contact your local post office or courier for details.
How long will it be before I have my product back?
All initial inspections, warranty or otherwise, have a turn around time of 15 working days from the time of receipt. To avoid delays, please ensure that all items sent in for repair are accompanied by a fully completed RMA form.
What if I need faster service?
All items submitted for warranty or non-warranty initial inspection are serviced on a "first in, first out" basis. However we do provide an express initial inspection, with a turn around time of 10 working days from receipt, for $70. If your item has been sent in under warranty the standard turn around time of 15 working days will apply, unless you are willing to pay $70 for the express initial inspection.
Please note that all items sent in for repair must be accompanied by a fully completed RMA form, for the turn around times stated above to apply.
Can I call to find out the status of my repair?
If it has only been a short while since you shipped your item, please do not call us to check on its status. Your item will be serviced and returned to you within our normal processing time. If you want to make sure that we have received the shipment, send it in a way that can be easily traced, contact your local post office or courier for details. Of course, you are welcome to call us if you have not heard from us after several weeks, or if you have other questions.
How long is the repair warranted?
All workmanship on repairs is warranted for 90 days.
What if I didn't purchase my weather station from you?
We are happy for you to send your weather station in for repair regardless of whether you bought it from us or not. Refer to the terms and conditions above for further information on initial inspection costs and our required RMA Form etc.
However please be aware that wireless weather stations not purchased from us may have the wrong frequency setup for New Zealand. Such stations will not be returned until made compliant at your expense. It is important to note that some stations can not be made compliant.
NOTE: All prices mentioned above are GST exclusive