Warranty and Policies
Australian Consumer Law Notice
Our goods come with guarantee that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
1. General Terms and Conditions: Australia and New Zealand
This document sets out the terms and conditions of BenQ's manufacturers product warranties for BenQ branded products.
In this warranty:
a) “ASP” means a BenQ Authorised Service Provider.
b) “BenQ” means BenQ Australia Pty Ltd ACN093 179 134;
c) “Product” means any tangible personal property purchased by you from BenQ;
d) “Warranty Period” means the period or periods of time specified in the Table for Warranty Period for BenQ Products;
e) “You” means the purchaser of any one or more Product, and “your” has a corresponding meaning.
2. Warranty Terms
2.1 BenQ warrants that the Product is free from manufacturing defects in material and workmanship when despatched from a BenQ warehouse in Australia or New Zealand for the relevant Warranty Period.
2.2 Subject to the terms of this warranty BenQ will repair or replace at no additional charge, defective parts with new parts or serviceable parts that are equivalent to new parts in performance.
2.3 This warranty only applies to Product purchased in Australia or New Zealand and is in addition to (and does not exclude or modify in any way) any non-excludable statutory warranties in Australia and New Zealand.
2.4 The sales receipt is proof of purchase of the Product and the warranty period commences as of the date on the receipt. Please complete section 10 below to maintain a record of your purchase.
2.5 It is your responsibility to maintain useable archival back-ups of all data and to reload all software following any maintenance or repair work.
2.6 This warranty is given in addition to the other rights and remedies that are conferred to you by the law.
3. Warranty exclusions
This warranty or a claim made under it may be refused if the defect claimed has arisen for reasons other than faulty or defective parts or workmanship. Circumstances in which a warranty claim may be declined include, but are not limited to, the following:
3.1 The Product is damaged by:
(b) misuse or abuse, including failure to properly maintain or service;
(c) normal wear and tear;
(d) incomplete or improper installation;
(e) incorrect, improper or inappropriate operation;
(f) insect or vermin infestation;
(g) food or liquid spills or immersion in liquid;
(h) use or storage in conditions or at temperatures other than as recommended in the Product’s specifications or instruction manual;
(i) incorrect voltage or use of batteries or charging units other than those supplied or recommended by BenQ; and
(j) images burnt into the displayed image as a result of a failure to use power saving or screen savers.
3.2 The Product's serial number or warranty seal has been removed or defaced;
3.3 A claim for missing software or accessories was not reported during BenQ's normal business hours within 7 working days after purchase and/or satisfactory evidence that the relevant item was missing is not provided.
3.4 The Product is used at any time for a commercial, business or industrial application.
3.5 Software related faults resulting from incorrect installation of software (except where the software is installed by an ASP). Viruses or bugs are not considered Product faults.
3.6 Parts, products and software not manufactured or supplied by BenQ, whether installed in or attached to the Product, are not covered by this warranty.
3.7 LCD screens may contain defective pixels which, while visible, may not constitute a defect for the purposes of this warranty. BenQ retains the right to refuse any claim for repair or replacement of a LCD screen if the number of defective dots falls within BenQ's published specifications. The specifications are available at below.
3.8 BenQ is not responsible for providing you with any future upgrade/s of software bundled with any Product.
3.9 Parallel/grey imports
“Parallel” or “grey” imports is a term used to describe products imported directly into a country by persons other than the manufacturer’s authorised distributor in that country.
BenQ Australia Pty Ltd (“BenQ Australia”) is the sole authorised importer into Australia of BenQ branded products.
BenQ Australia does not provide any warranty or guarantee on parallel or grey imports.
BenQ Australia is under no obligation to service or repair parallel or grey imports and will charge standard commercial rates on such products it chooses to service or repair that it is requested to service.
Consumers who intend to purchase BenQ branded products overseas or online are advised to check with the reseller to establish the warranty applicable to the product. BenQ Australia will not be bound by any incorrect information provided by the reseller.
Consumers are also warned that goods purchased outside of Australia may not meet Australian safety or other standards.
BenQ Australia will service BenQ branded products carrying an international warranty in accordance with the terms of that warranty.
4. How to arrange warranty service
4.1 Before initiating a warranty service, please prepare the following information:
(a) Product name or model number;
(b) Full serial number;
(c) Your contact address, email, telephone and fax numbers;
(d) Detailed description of the fault; and
(e) Purchase invoice or receipt.
4.2 Return of Product
The Table of Warranty Period for BenQ Products in paragraph 11 below sets out how your Product is to be delivered to BenQ for assessment and repair. This will either be:
(a) For you to arrange delivery of the Product to BenQ or your nearest ASP ("Return to base"); or
(b) BenQ will arrange the return of your product at BenQ’s expense. This may involve taking the product to a local drop off point as advised by BenQ.
4.3 Return to base
(a) If your Product is to be returned to BenQ or your nearest ASP for repair, you must include your receipt as a proof of purchase date, and the information set out in paragraph 4.1 above.
(b) To locate your nearest ASP log onto www.BenQ.com.au. If you do not have access to the internet and are calling from Australia you can call 1300 130 336 between 9am and 5:30pm (Australia EST or daylight saving time as applicable) weekdays excluding public holidays, from New Zealand call 0800 14 2367 between 8:30am and 5:30pm weekdays, excluding public holidays.
(c) The Product should be packed to avoid damage in transit. If possible, packing it with the original packing material or materials will minimise the risk of the Product being damaged in transit. BenQ shall have no liability whatsoever for any damage caused during or as a result of transit.
(d) BenQ will notify you of when the Product is ready for pick up.
(e) Please note that freight and insurance to and from your nearest ASP must be arranged and paid for by you.
5. Repair Notice
BenQ gives the following notice with respect to all repairs of Products:
5.1 User-generated data
The repair of goods capable of retaining user-generated data may result in the loss of data stored on those goods.
In this notice, “user-generated data” means any data stored on goods including customized programming on computers and cameras.
5.2 Use of Refurbished Parts
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
6. Customer Charges
6.1 Where a claim is made under this warranty and the ASP determines that the problem with the Product is not covered by any applicable warranty, you will be liable for any charges incurred to rectify the problem. In the event that no fault is found with the Product you will be charged an inspection fee.
6.2 In order to minimise the possibility of your incurring charges for the correction of any problem, we recommend you check the following:
(a) The Product and software have been correctly installed,
(b) All settings are in accordance with the instruction manual, and
(c) The problem is not related to any accessory or software not supplied with the product, or due to any introduced virus or bug.
7. Limitation of Liability
7.1 To the full extent permitted by law all warranties other than provided herein are expressly negated, and BenQ shall not be liable with respect to any loss or damage whether direct or indirect or consequential arising from your purchase, use or non-use of the Product.
7.2 Provisions of the Competition and Consumer Act and other State legislation in Australia, and the Consumer Guarantees Act, the Sale of Goods Act and the Fair Trading Act in New Zealand, imply warranties or conditions, or impose obligations, upon BenQ which cannot, in whole or in part, be excluded, restricted or modified. To the extent permitted by law, BenQ's liability (if any) arising out of or in relation to the Products or any services supplied by BenQ shall be limited, at its option, to:
(a) in the case of Products, the replacement or repair of the Products or the supply of equivalent products or the payment of the cost of replacing the Products or having the Products repaired or of acquiring equivalent Products.
(b) in the case of services, the supply of the services again or the payment of the cost of having the services re-supplied.
7.3 The warranties conferred under BenQ’s manufacturers warranty do not extend to any costs, damages or losses associated with the installation, de-installation or re-installation of a Product, including costs associated with the de-mounting or re-mounting of any projector (and any other ancillary activities), delivery, handling, transportation or insurance of the Product or any part or replacement of the Product.
In the event that you make a warranty claim it will be necessary for BenQ and/or the ASP and retailer from whom you purchased the Product to exchange the personal information you have provided (as defined in the Privacy Act 1988 (Cth)) for the purpose of contacting you (if required) and as otherwise necessary to enable BenQ to meet its obligations under this warranty.
9. Contact Details
BenQ Australia Pty Ltd
Unit 6, 2 Holker Street
NEWINGTON NSW 2127
Tel: +61 2 8988 6500
Fax: +61 2 8988 6538
Call Centre: 1300 130 336 (Australia) 0800 14 BENQ (2367) (New Zealand)
Contact details for general enquiries are the same as those set out in paragraph 4.3(b) above.
10. Warranty Details
Please record the following details in relation to your Product and store this information in a safe place:
Date of Purchase:
Place of Purchase:
Please also retain with this information, a copy of the invoice issued to you by the supplier.
11. Table of Warranty Period for BenQ Products
The warranty applicable to each Product is set out in the tables below.
11.1 Complete Products
BenQ LCD/LED Monitor
Standard Models: GL, GW, EW and RL Series
3 Years On-Site pick up
Value Models: G922HD, G922HDA, G2020HD and G2020HDA.
3 Years Limited Warranty (1 year panel only).
Commercial/Gaming Model: BL and XL series
3 Years On-Site Pick up & return
GP1/GP2; MP515/MP515ST/MS510/MS612ST/MS614/MS500 MS502/MS513P/MS514P
1 year Return to Base for
2 years On-Site pick up and
3 years On-Site pick up and
Projector Lamp and Accessories**
All models of lamp
The earlier of 6 months or 750 hours whichever comes first.
BENQ Large Format Display (IFP)
3 year limit on-site warranty (Limit on-site warranty means user has to take the product from the wall or fixing on to floor or table for repair.
Series IL, PL, PH, SL, ST, BH, DH and TL
2 year Return to Base (RTB) for warranty service
BenQ Electrostatic Speaker (ADO)
BenQ treVolo Protable Electrostatic Speaker
1 year Return to Base (RTB)
BenQ WiT Lamp
BenQ WiT LED Lamp
1 year Return to Base (RTB)
BenQ Zowie Mouse and Accessories
All BenQ – Zowie models of Mouse, Pad and Cable Management Device
1 year Return to Base (RTB) (For purchases from Australia only)
* W6000 purchase after 1/1/2011 will enjoy 3 year warranty.
** Applies to Lamp and Accessories subsequently purchased from BenQ or Authorized Resellers
11.2 Parts and accessories
In relation to parts and accessories:
“In- Box” means all remote controls purchased with the Product are covered under this warranty for the same period as the BenQ product purchased.
“Out-Box” means parts and accessories purchased from authorised BenQ resellers and distributors separate from the Products listed in paragraph 11.1 above.
Standard Remote Controls
(for all products
Lamps for Digital Projectors
The first to occur of 12 months and 750 hours of usage
The first to occur of 6 months and 750 hours of usage
Other Parts, Accessories
BenQ Pixel Policy
LCD Monitor Defect Pixel Policy
Panel manufacturers set limits as to how many defective dots (or sub-pixels) are deemed to be acceptable on any LCD panel.
BenQ’s manufacturers warranty covers any defects that exceed the defect specifications described in this document.
What is a Bright Dot or a Dark Dot?
A pixel (picture element) consists of one red and one green and one blue dot or sub-pixel.
A standard 15” LCD panel with a resolution of 1024 x 768 pixels has a total of 786.432 pixels or 2,359,296 dots. 17” and 19” LCD panels have almost 4 million dots, while a 20.1 LCD has more than 5.5 million dots and a 23” has just over 6.9 million dots.
Each dot is driven by an individual transistor. If a transistor becomes defective, the corresponding dot may be permanently lit (a bright dot) or may not light (a dark dot).
Download: BenQ LCD Monitor Dead Pixel Policy
All Models are Defect Free for 30 days from Purchase (Not applicable for re-work, Refurbished items)
BenQ Australia will replace any LCD monitor that is found to have bright or dark dots in excess of the maximum number specified below within 30 days of the purchase date.
Maximum Number of Defects
The specifications for the number of defects that are deemed to be acceptable for each size of LCD panel are:
|Smaller than FHD||Smaller than 1920x1080||3||3||5|
|Full HD (FHD)||1920x1080 (1080p)||2||5||5|
|Quad HD (QHD)||2560x1440 (1440p)|
|Ultra HD (UHD)||3840x2160 (4k)|
Notes: BenQ reserves the right to make final judgement of warranty claim after closer examination or evaluation of the LCD panel of your BenQ LCD Product based on the specification aforementioned.