a. Standard Warranty Period: i-LAN TECHNOLOGY Pty Ltd trading as DrayTek Australia and New Zealand warrants its goods to be free from defects in materials and workmanship under normal use, service and conditions, and be in compliance with all applicable regulations. i-LAN TECHNOLOGY Pty Ltd agrees to make any necessary repair or replacement of defective parts or flaws in workmanship, for a period of one (1) year, commencing from the date of despatch by i-LAN Technology Pty Ltd to the registered reseller, distributor or the designated end-user.

b. Voluntary Extension of Warranty Period: i-LAN Technology Pty Ltd provides a 2-year warranty on all new Vigor routers/firewalls purchased through official AU DrayTek dealers per the table above. The validity of the warranty is effective from the date of the purchase/delivery invoice.

c. The user shall present the original invoice as proof of purchase for the warranty service. If such an invoice is not produced, i-LAN TECHNOLOGY Pty Ltd will treat the warranty claim based on the serial number, where this indicates the manufacture date, and will allow for a 3-month grace period from the manufacture date. In case the serial number does not indicate the manufacture date, or if the date is outside of the period in (a), (b) or the grace period, i-LAN TECHNOLOGY Pty Ltd reserves the right to refuse the claim for warranty repair, or to charge a suitable fee for the parts and services.

d. From time to time, i-LAN TECHNOLOGY Pty Ltd may hold special sales for certain products. For such items, i-LAN TECHNOLOGY Pty Ltd reserves the right to limit the warranty period to a shorter time, or to eliminate it completely. i-LAN TECHNOLOGY Pty Ltd will display and inform of the conditions for such activities; and distributors or resellers agree to accept responsibility to inform the end users of such conditions.

e. The warranty in paragraphs (a) and (b) above does not cover damage to the goods caused by accident, misuse, acts of third parties, environmental conditions, neglect, improper installation, improper maintenance or other causes beyond the control of i-LAN TECHNOLOGY Pty Ltd.

f. The warranty in paragraphs (a) and (b) above is in addition to the warranties and conditions implied in the Competition and Consumer Act 2010 or by applicable State Acts and Territorial Ordinances to the extent that such implied warranties and conditions are incapable of exclusion.

g. i-LAN TECHNOLOGY Pty Ltd’s obligations under the warranty in paragraph (a) and (b) above in relation to goods and services shall be limited at i-LAN TECHNOLOGY Pty Ltd’s discretion to:

1. in the case of goods, any of the following:
   a) replacement of the goods with new, refurbished or equivalent goods;
   b) repair of the goods;
   c) payment of the cost of replacing the goods or of acquiring equivalent goods;
   d) payment of the cost of having the goods repaired;
   
   
2. in the case of services, any of the following:
   a) supplying of the services again; or
   b) payment of the cost of having the services supplied by a third party agreed upon by i-LAN Technology Pty Ltd.

h. After a warranty service as described in (g), the remaining warranty term for the product will still be based on the original delivery dates and conditions in (a), (b) and (c) above.

i. Shipping costs and risk of loss or damage of all return items shall be at the Customer’s responsibility.

j. Where i-LAN TECHNOLOGY Pty Ltd responds to a complaint which is not covered by the warranty in paragraph (a) and (b) above, it reserves the right to charge the customer at its normal rates for travel, subsistence, labour and materials in carrying out any inspection and rectification.

k. i-LAN TECHNOLOGY Pty Ltd shall have no liability in contract, tort or otherwise including loss of profit or of contract, economic loss or injury whatsoever arising, consequential damage or loss.

l. i-LAN TECHNOLOGY Pty Ltd shall not be liable for any loss sustained by the customer through act or circumstance beyond i-LAN TECHNOLOGY Pty Ltd’s reasonable control including but not limited to Acts of God, war, blockade, riot, strike, fire, drought, flood, lightning, earthquake, storm or other elements, explosion, accident, sabotage, legislation, regulations, orders or action, governmental or quasi-governmental restraint, expropriation, prohibition, intervention, direction or embargo, scarcity, unavailability or delay in availability of or failure to obtain power supply, raw materials, labour, containers, or transportation; inability or delay in obtaining governmental or quasi-governmental approvals, consents, permits, licenses, authorities or allocations.

m. Shipping costs are not refundable for warranty services.

n. It is customer’s responsibility to backup the files and data prior to sending the device to i-LAN TECHNOLOGY Pty Ltd for repair. i-LAN TECHNOLOGY Pty Ltd will not be responsible for the files and data loses during the repair.

o. During the repair the format and the configuration of the device may change. i-LAN TECHNOLOGY Pty Ltd will not be responsible for the changes of the format and configuration in the device.

p. Software Licenses and Cloud Subscriptions

i. Exclusion from Physical Warranty Provisions: Software licenses, cloud-hosted platform subscriptions, and digital activation keys, including but not limited to VigorACS 3, VigorACS 3 Cloud, VigorShield Threat Protection, and URL/IP Reputation, are strictly excluded from the physical “back-to-base” hardware warranty routines, physical shipping costs, and standard Return Merchandise Authorisation (RMA) workflows described elsewhere on this page.

ii. Scope of Software Warranty: i-LAN Technology Pty Ltd warrants that any paid software license or subscription service will substantially perform the core functions advertised in the official DrayTek documentation for the duration of the active license term, provided it is deployed on compatible hardware and network infrastructure.

iii. Limitation of Remedies: In the event that a software product or subscription service fails to perform as warranted, i-LAN Technology Pty Ltd’s obligations are strictly limited, at its sole discretion, to:
a) The provisioning of a software update, patch, or technical workaround to resolve the critical bug;
b) The re-issuance or correction of a digital activation key or cloud instance provisioning; or
c) A pro-rata refund of the remaining, unused portion of the specific software or subscription fee paid by the customer.

iv. Service Continuity and Security Disclaimers:
Cloud Services (e.g., VigorACS 3 Cloud): While i-LAN Technology Pty Ltd endeavours to maintain high availability for hosted environments, it does not warrant that access to cloud platforms will be completely uninterrupted, timely, secure, or error-free.
Dynamic Cybersecurity Feeds (e.g., Threat Protection, URL/IP Reputation): Due to the continuously evolving nature of global cybersecurity threats, i-LAN Technology Pty Ltd does not guarantee that threat intelligence feeds or database lookups will intercept 100% of malicious entities, vulnerabilities, or unauthorised access attempts.
The customer further agrees to waive liability on any extended losses due to the events described above.

v. Configuration and Environment Exclusions: i-LAN Technology Pty Ltd accepts no liability or warranty claims for software operational failures resulting from:
a) Inadequate local server environments, misconfigured local firewalls, or insufficient internet bandwidth at the user’s premises;
b) Incompatibility caused by third-party software, operating system updates, or unapproved network modifications; or
c) A failure by the network administrator to apply critical software updates or security patches released by DrayTek.

vi. Non-Refundability of Activated Licenses: Once a digital license key or subscription has been activated, tied to a specific hardware serial number, or provisioned as a custom cloud tenant, it is deemed fully consumed and is non-refundable for changes of mind, incorrect ordering, or local deployment difficulties.

Before you consider returning your purchase, please carefully read our Terms & Conditions above, then follow the instructions for the scenario most applicable to you below:

Step 1: Send a request to our Tech Support via email (support@i-lan.com.au) or call us on (02) 9838 8899 to request a Return Merchandise Authorisation (RMA) form.

Step 2: Complete the RMA form.

Step 3: Pack the faulty item carefully and send along with the RMA form and a copy of the purchase invoice that can prove the item is still within the warranty period.

Step 4: Send the faulty item to Unit 24, 128 Station Road, Seven Hills, NSW 2147. Please note that we will not be held responsible for any loss or damage to the item incurred during its transportation. We highly recommend you send items via registered mail.

Step 5: Once we receive it, your item will be placed in a service queue. The estimated turnaround time for service items is roughly 5 working days. If further information is required we may contact you via phone or email.

Note: The refundable period is fourteen (14) days from proof of purchase.

Item Purchased from a Reseller

If the item has been purchased from one of our resellers, please contact the reseller and explain your situation to them.

Item Purchased directly from i-LAN Technology

If it has been purchased directly from us, please take the following steps:

Step 1: Contact our Tech Support via email support@i-lan.com.au or call us on (02) 9838 8899 to request a Return/Exchange (RET) form.

Step 2: Complete the RET form.

Step 3: Pack the item carefully with the RET form, along with your purchase invoice. If you are requesting a refund please also provide your bank details.

Step 4: Post the item to Unit 24, 128 Station Road, Seven Hills, NSW 2147.

Step 5: Once we receive your returned item, we will either refund it for the purchase amount or exchange it with another unit.

Note: DOA is defined as Dead On Arrival, meaning that the device cannot be powered on or there is a severe communication issue which prevents normal operation. The DOA period is fourteen (14) days from proof of purchase.

Item Purchased from a Reseller

If the item has been purchased from one of our resellers, please contact the reseller and explain your situation to them.

Item Purchased directly from i-LAN Technology

If it has been purchased directly from us, please take the following steps:

Step 1: Contact our Tech Support via email support@i-lan.com.au or call us on (02) 9838 8899 to request a RMA form.

Step 2: Complete the RMA form and indicate when the most convenient date and time is for your RMA item to be picked up.

Step 3: Email or fax the form back to us.

Step 4: Once we receive the form, we will send you a new unit and organise for a courier to pick up the DOA item and send you a new item.

Please ensure the DOA item is well packed with all the accessories and ready to be picked up at the time and place you have indicated on your RMA form.

We reserve a right to charge a 10-50% restocking fee if any of these have not been returned in a satisfactory condition, as determined by us.