Warranty Policy

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1. Overview

This Warranty Policy applies to all Promox digital signage equipment ("Equipment") supplied by Black Crown Investments Pty Ltd (ABN 75 650 074 507, "Promox", "we", "us") to customers in Australia.

This policy should be read together with the Promox Rent-to-Own Agreement and Terms of Service.

2. Warranty Period

2.1. Promox warrants that the covered components of the Equipment (see Section 3) will be free from defects in materials and workmanship for a period of 12 months from the Delivery Date ("Warranty Period").

2.2. For Rent-to-Own customers, the Warranty Period runs from the Delivery Date regardless of when ownership transfers.

2.3. For Buy Outright customers, the Warranty Period runs from the date of delivery.

3. What Is Covered

This warranty provides limited coverage for the following components only:

  • LED display panel — defects in the LED screen including dead pixels (exceeding manufacturer tolerance), display failure, backlight failure, or colour distortion under normal use conditions;

  • Battery — defects in the integrated battery, including battery degradation below 70% of original capacity within the Warranty Period under normal use and charging conditions.

4. What Is NOT Covered

This warranty does not cover:

Components not covered:

  • The frame, housing, or enclosure;

  • Internal electronics other than the LED display panel and battery (e.g., controllers, connectivity modules, charging circuits);

  • Cables, connectors, or accessories;

  • Any third-party software or the Content Management App.

Conditions not covered:

  • Damage caused by misuse, abuse, negligence, or accident;

  • Damage caused by exposure to conditions beyond the Equipment's specifications (e.g., submersion, extreme heat above 45°C, or freezing below -10°C);

  • Cosmetic damage (scratches, dents, fading) that does not affect functionality;

  • Damage caused by unauthorised modification, repair, or disassembly;

  • Damage caused by use of non-approved accessories or power sources;

  • Normal wear and tear;

  • Damage caused by power surges, lightning, or other electrical events;

  • Theft, loss, or vandalism;

  • Issues caused by the Content Management App or content uploaded by the Customer;

  • Damage during Customer-arranged relocation or transport.

5. How to Make a Warranty Claim

5.1. Contact us: Email hello@promox.au with:

  • Your name, business name, and order number;

  • A description of the issue;

  • Photos or video showing the defect (where applicable);

  • The Equipment's serial number (located on the rear of the unit).

5.2. Assessment: Promox will assess your claim within 5 business days. We may ask you to perform basic troubleshooting steps or provide additional information.

5.3. Resolution: If the defect is covered by warranty, Promox will, at its discretion:

  • (a) Repair the covered component;

  • (b) Replace the covered component or the Equipment with an equivalent unit; or

  • (c) Provide a refund or credit (in cases where repair or replacement is not feasible).

5.4. Shipping for warranty claims: If the Equipment or component needs to be returned for a valid warranty repair or replacement, Promox will cover the cost of shipping both ways.

5.5. Turnaround: Promox will aim to complete warranty repairs or dispatch replacements within 10 business days of receiving the Equipment or component.

6. Loaner Units

6.1. For Rent-to-Own customers with an active Agreement, Promox will endeavour to provide a temporary loaner unit while your Equipment is being repaired under warranty, subject to availability.

6.2. Loaner units remain the property of Promox and must be returned within 7 days of receiving your repaired or replacement Equipment.

7. Out-of-Warranty & Non-Covered Repairs

7.1. For issues not covered by this warranty (including non-covered components), or for issues arising outside the Warranty Period, Promox may offer paid repairs at its standard service rates.

7.2. A quote will be provided before any out-of-warranty or non-covered repair work is commenced. You are not obligated to proceed.

8. Australian Consumer Law

8.1. Our Equipment comes with guarantees that cannot be excluded under the Australian Consumer Law ("ACL"). 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 Equipment repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

8.2. Nothing in this Warranty Policy limits or excludes your rights under the ACL. The ACL may provide broader rights than this warranty, including for components not expressly covered in Section 3.

8.3. The benefits provided by this warranty are in addition to, and do not replace, your rights under the ACL.

9. Contact

For warranty claims or questions:

Black Crown Investments Pty Ltd (ABN 75 650 074 507)

Email: hello@promox.au

Website: https://promox.au