Aftersales Service

Typical warranty claims cover manufacturing faults or product defects, not damage caused by incorrect installation, misuse, or normal wear and tear. You can read our Warranty Document here.

1. What's your return policy?

All returns must be lodged within 90 days of purchase. To be eligible for a return, all products must be:

• Unused, uninstalled, and in their original condition
• Free from damage, scratches, or alterations
• Complete with all original packaging, components, and accessories
• Accompanied by the original proof of purchase (e.g. invoice or packing slip)

Custom or made-to-order products are non-returnable unless faulty. Products that have been installed, altered, or are not in a resalable condition will not be returned.

2. Do I need a proof of purchase to return a product?

Yes, you'll need to provide proof of purchase so we can verify your order and assess your request.

3.What's your return policy?

If the return is due to change of mind, the customer is responsible for return freight. If the product is faulty or damaged, we'll work with you to arrange return or replacement at our cost.

1. What information do I need to lodge a service request?

You'll need:

• Order Number
• Proof of Purchase
• Clear photos or videos of the issue
• Product Details
• Merchant Details
• Customer Details

2. How long does it take to process a service request?

Once we receive all required information, our team will review and aim to respond within 24 hours.

Resolution times may vary depending on the nature of the issue.

3. Is there a charge for Service Call Out?

Newline Group Ltd reserves the right to charge a minimum call-out fee of $150+GST (including the first hour) and $85+ GST per additional hour if the issue is not caused by a Newline product.

Newline is not responsible for costs arising from incorrect installation or product misuse.