Repairs and Replacements Policy

Out Of Box Failure: This covers device failure within the first 14 days of you receiving the modem and if you have received hardware with missing components.

Warranty Repair: This covers your device for up to 12 months from the date of receiving the modem. If you receive replacement hardware during the warranty period, the new hardware will continue to be covered under the remaining warranty of the original modem. For exclusions, see damages not covered by warranty. We will replace a Amplio modem at no extra charge when:

• The Amplio modem is diagnosed as faulty by an Amplio Technician or Service Representative. 

• The modem is less than 1 year old. 

• Is not damaged in a way not covered by warranty

• An Amplio Technician or Service Representative may perform or ask you to perform troubleshooting steps to identify a fault before sending a replacement modem.

Email us at hello@amplio.co.nz with the details of your hardware replacement or refund request, along with your Amplio account number.

Following damages are not covered under warranty:

• If the serial number has been altered, removed and rendered illegible. 

• Intentional and unintentional failure to follow instructions.

• Use of the hardware outside of what has been described in the user guide, installation guide or the quick start guide.

• Damage due to use a power adapter with the wrong voltage. 

• Damage because of misuse, abuse or neglect. 

• Damage due to spills of food or liquids, corrosion or mould.

• Scratches or damage to the plastic surface and the other external parts caused by improper use. 

• Damage caused by removal, repair, alteration or modification of the product without prior authorization from Amplio.

• Damage caused by fire, flood or natural disasters.

• Damage caused by exposing the device or its accessories under extreme temperatures, that is under +0 degrees Celsius and above + 50 degrees Celsius. 

• Defects caused by improper handling in transportation. 

• Assembly not attributable to Amplio.

Amplio reserves the right to review the damaged product. Damaged equipment must remain available for inspection until the claim is finalized. For cases not covered by this warranty or if the warranty has expired, Amplio reserves the right to charge for the services claimed for the products if the product is still remediable.

Changing Equipment: If within 7 days of receiving your Amplio modem, you find that you have received an incorrect modem/equipment for your broadband, we will exchange it for you at no extra charge, postage or handling fee. In accordance with the Consumer Guarantees Act we will also replace or exchange hardware when:

• The modem is not fit for its particular purpose

• It does not match the description given in advertisements, sales materials or by customer service representatives.

• The modem is of unacceptable quality.

You will need to contact us within 4 days following the initial hardware delivery for modem/equipment replacements and refunds of this kind.

Equipment Returns: Email us at hello@amplio.co.nz to arrange your equipment collection from your premises by an Amplio Technician or Service Representative. Ensure you return the items below within 5 working days of receiving your replacement Amplio modem:

• Your Amplio faulty equipment 

• Any power supply units

• Ethernet or telephone cables and line filters in their original condition

Any missing hardware items will be charged on your Amplio bill. The following charges apply for hardware related items that are not returned:

• Ethernet cables $10 each

• Telephone cables $10 each

• Filters $20 each

• Power supply units $50 each