FAQ

Please email sales@powerguard.com.au or phone 1300 235 563 (within Australia) or 0800 235 5638 (within New Zealand).

All returns and refunds must be raised with the store of purchase. The retailer you bought our product from must offer you a replacement or refund under warranty terms. A retailer cannot refuse a warranty replacement and send you to us. In the event of you not being able to engage the retailer (e.g. because they no longer operate) about a warranty issue, you may then contact us.

Learn more about our Refund & Replacement Policy here.

If purchased via our authorised resellers:

• Return the damaged or suspected damage product to your original place of purchase with a proof of purchase.

For B2B purchases via Cellnet Connect:

• Email service@cellnet.com.au (within Australia) or servicera@cellnet.co.nz (within New Zealand).

All warranty issues must be raised with the store of purchase. The retailer you bought our product from must offer you a replacement or refund under warranty terms. A retailer cannot refuse a warranty replacement and send you to us. In the event of you not being able to engage the retailer (e.g. because they no longer operate) about a warranty issue, you may then contact us.

1. In the first instance, please contact PowerGuard within 3 working days of the damage occurring via enquiries@powerguard.com.au.
2. If purchased from a retailer, return the damaged or suspected damaged product to your original place of purchase with proof of purchase.

WHAT YOU'LL NEED TO PROVIDE:

• A brief description of what happened;
• The location, time, and date of the occurrence;
• Proof of purchase with the date of purchase and the name of the retailer where the PowerGuard product was purchased;
• Your name, address, mobile number and email address; and
• The PowerGuard product model number (this is on the product and should be on your receipt).

Learn more about our warranty policy here.

The original purchaser is required to present proof of purchase as a mandatory requirement. However, if the purchaser purchased the product via Cellnet Connect, we can provide proof of purchase by validating it through PowerGuard as an alternative option.

The specific items included in the return may differ based on the product and claim, but it is recommended to send all items in the box. Please make sure to include the proof of purchase and a copy of your claim.

PowerGuard may take up to 45 days to complete the reimbursement of the claim to the Customer from the claim approval date.

Depending on the extent of your claim, it can take the PowerGuard Support Team anywhere from 8 to 10 weeks.

• Packaging: The product number starts with "PG" or "3S-XXXX" and is located at the back of each device's packaging.
• The device itself: The product number starts with "PG" or "3S-XXXX" and is located on one of the sides of each device.