These Warranty Terms apply where Sterling Security Systems Ltd (“Sterling”) supplies goods or services to a Customer in trade for business purposes. They form part of Sterling’s Master Terms & Conditions and must be read together with the Customer’s accepted quotation, agreement and service schedule.
Where the statutory requirements are satisfied, Sterling and the Commercial Customer agree pursuant to section 43 of the Consumer Guarantees Act 1993 that the provisions of that Act will not apply to the supply. This applies where the agreement is in writing; goods or services are supplied and acquired in trade; both parties are in trade; both parties agree to contract out; and it is fair and reasonable that they are bound by that agreement. Where those requirements are not satisfied, nothing in these Terms excludes rights that cannot lawfully be excluded.
Unless expressly stated otherwise, Equipment supplied by Sterling is covered by the applicable Sterling or manufacturer equipment warranty stated at the time of sale. Where Equipment qualifies for warranty repair or replacement, Sterling may repair or replace the qualifying Equipment as appropriate under the applicable warranty. Unless expressly agreed otherwise in writing, an equipment replacement warranty covers the qualifying Equipment or replacement part only.
Unless otherwise specified in writing by Sterling Security, the following advertised replacement warranty periods apply:
| Product | Replacement Warranty |
|---|---|
| Uniview Equipment | 36 months |
| Bosch Equipment | 36 months |
| TVT Equipment | 24 months |
| Batteries – all types | 12 months |
| NVR Hard Drives | 12 months |
| All other brands | Maximum 12 months unless otherwise specified in writing by Sterling Security |
These periods apply from the applicable installation or purchase date and are subject to the exclusions and conditions in these Warranty Terms. Replacement of a qualifying defective item does not restart or extend Sterling Security’s original express warranty period unless expressly agreed in writing.
Unless expressly included in a written warranty or service agreement, an equipment warranty does not include technician attendance, diagnostic/fault-finding labour, removal labour, installation/reinstallation labour, vehicle/travel charges, freight, specialist access equipment, after-hours attendance or other associated service costs. These remain chargeable at Sterling’s applicable rates even where the replacement component itself is supplied at no charge.
Unless a different period is expressly stated in the Customer’s accepted quotation or agreement, Sterling’s installation workmanship is warranted for three months from completion. Where a problem within that period is confirmed as directly resulting from defective Sterling workmanship, Sterling will rectify that workmanship without additional labour charge during normal business hours.
Commercial Customers must notify Sterling as soon as reasonably practicable after becoming aware of a suspected fault and provide reasonable information to assist diagnosis. Reporting a fault does not establish warranty liability.
Sterling may investigate any reported fault before determining warranty status. Unless expressly included within a written service agreement, fault assessment and diagnostic work is chargeable at Sterling’s applicable commercial rates.
Where Sterling investigates a reported problem but cannot reasonably identify or reproduce a fault, the attendance may be classified No Fault Found (NFF). Normal commercial charges apply for reasonable attendance, diagnostics, testing, labour and travel. NFF does not create an entitlement to subsequent free attendance.
Where a fault cannot reasonably be reproduced, Sterling may recommend monitoring, further event collection, remote diagnostics, additional testing, temporary equipment substitution, precautionary component replacement or further attendance. Replacement of a component for diagnostic or precautionary purposes does not constitute an admission that the component was defective. Further investigation remains chargeable unless otherwise agreed.
Where repeat attendance is required because Sterling has failed to rectify a confirmed workmanship fault covered by Sterling’s workmanship warranty, reasonable rectification work will not be repeatedly charged. Repeat attendance involving unrelated faults, intermittent issues, NFF events, external causes or matters outside the workmanship warranty is chargeable.
Where Sterling connects to, modifies or services an existing system, Sterling’s warranty applies only to goods and workmanship supplied by Sterling. Sterling does not accept warranty responsibility for pre-existing or third-party equipment unless expressly agreed.
Sterling does not warrant continuous availability or performance of internet, Wi-Fi, mobile/cellular networks, electricity supply, Customer networks, telecommunications providers, third-party software, cloud platforms or manufacturer-hosted services. Diagnostic work associated with external services is chargeable.
The Commercial Warranty does not cover faults or damage resulting from misuse or abuse; accidental/deliberate damage; vandalism; unauthorised alteration; third-party work; failure to follow instructions; water/moisture ingress; lightning/electrical surge; abnormal power supply; pests/insects/rodents; contamination; building work or movement; unsuitable environmental conditions; network/telecommunications failure; Customer-supplied Equipment; or circumstances outside Sterling’s reasonable control.
Batteries and consumables have finite operating lives. Normal replacement is maintenance and is chargeable unless expressly included within a written service agreement.
Warranty is not a substitute for appropriate preventative maintenance. Periodic servicing, testing, battery replacement, cleaning and other preventative work is chargeable unless expressly included in a service agreement. Failure to undertake recommended maintenance may affect warranty coverage where that failure causes or materially contributes to the fault.
The Customer must provide safe and reasonable access. Additional costs may apply for elevated access, specialist equipment, traffic management, permits, inductions, escorts, restricted-hours access or site-specific health and safety requirements.
Equipment being under warranty does not automatically entitle the Customer to free after-hours attendance. After-hours attendance is chargeable at applicable rates unless expressly included in a service agreement.
Commercial Customers should provide Sterling a reasonable opportunity to inspect and remedy suspected warranty issues. Sterling will not normally accept responsibility for unauthorised third-party repair or replacement costs.
Replacement Equipment does not restart the original Sterling express warranty period unless expressly agreed in writing. Applicable manufacturer warranties remain subject to manufacturer terms.
Sterling may classify attendances as W1 – Confirmed Sterling Equipment Warranty Fault; W2 – Confirmed Sterling Workmanship Fault; NFF – No Fault Found; EXT – External / Third-Party Cause; CUS – Customer Damage / Misuse / Interference.
Commercial Customers requiring broader warranty/service coverage may enter into a separate written maintenance or service agreement. Such agreements may provide benefits including inclusive labour, scheduled maintenance, priority attendance or other specifically agreed Services. Specific written service-agreement coverage takes priority where it expressly differs from these standard Warranty Terms.
To the maximum extent permitted by law, Sterling’s obligation under its express Commercial Warranty is limited to repair or replacement of qualifying Equipment or rectification of qualifying workmanship according to these Terms. Nothing excludes liability that cannot lawfully be excluded.
Commercial Customers disputing a warranty assessment should provide relevant information or evidence. Sterling will review the matter in good faith. The existence of a dispute does not automatically convert otherwise chargeable diagnostic, attendance or service work into warranty work.
Sterling Security Systems Ltd
49 Mahana Road, Te Rapa
Hamilton 3200.
Phone: 07 849 9355.
Need some clarification or want to contact us? Call us on 0800 189 089 or complete the form below and a Sterling Security team member will contact you.
