These Warranty Terms apply to goods and services supplied by Sterling Security Systems Ltd (“Sterling”) to Consumer Customers. They form part of Sterling’s Master Terms & Conditions and must be read together with the Customer’s accepted quotation or agreement.
Nothing in these Warranty Terms excludes, restricts or modifies rights available under the Consumer Guarantees Act 1993 (“CGA”) or other applicable New Zealand law.
Goods and services supplied by Sterling to consumers are subject to applicable statutory guarantees. Where Sterling is legally required to provide a remedy, Sterling will provide that remedy in accordance with applicable law. An express Sterling or manufacturer warranty operates in addition to statutory consumer rights and does not replace them.
Unless otherwise stated in the accepted quotation or product documentation, Equipment supplied by Sterling is covered by the applicable Sterling or manufacturer equipment warranty stated at the time of sale. Where Sterling advertises an equipment replacement warranty, Sterling will repair or replace qualifying defective Equipment during the stated warranty period, subject to these Terms and the Customer’s statutory rights.
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 automatically restart or extend Sterling Security’s original express warranty period, except where required by applicable law.
Sterling warrants its installation workmanship for the period stated in the accepted quotation or agreement. Expiry of an express workmanship warranty does not remove rights that may continue to exist under applicable consumer law.
Customers should notify Sterling as soon as reasonably practicable after becoming aware of a suspected fault and provide reasonable information including affected Equipment, symptoms, when the issue occurs, alarm events/error messages, whether intermittent, and any relevant electrical, internet, building or third-party work.
Reporting a suspected fault does not automatically establish that Sterling’s Equipment or workmanship is defective. Sterling may reasonably investigate before determining whether a warranty or statutory remedy applies. Investigation may include remote diagnostics, event-log review, Customer troubleshooting, Equipment testing, wiring and connection testing, power-supply testing, communications/network testing and site attendance.
Where Sterling establishes that goods or services supplied by Sterling have failed in circumstances requiring Sterling to provide a remedy under the CGA, Sterling will provide the remedy required by law. The Consumer Customer will not be charged Sterling’s reasonable costs of providing that required remedy.
Where Sterling’s investigation establishes that there has been no failure covered by the CGA or applicable Sterling warranty, normal charges may apply for attendance, diagnostic time, technician labour, vehicle/travel, specialist testing and reasonably incurred service costs. Where reasonably practicable, Sterling will advise the Customer that charges may apply before undertaking chargeable work.
Security Equipment may experience intermittent symptoms that are not present when a technician attends. Where the issue cannot reasonably be reproduced or diagnosed, Sterling may recommend continued monitoring, further event collection, remote diagnostics, additional testing, equipment substitution, precautionary component replacement or further attendance. Replacement of a component for diagnostic or precautionary purposes does not by itself establish that the replaced component was defective. Where subsequent evidence reasonably establishes that the component was responsible for a covered failure, Sterling will review associated diagnostic or attendance charges.
Where repeated attendance is necessary because Sterling has failed to successfully remedy a confirmed covered fault, Sterling will continue to meet its legal obligations. Where repeat attendances concern an intermittent or reported issue that has not been established as a covered failure, Sterling may advise the Customer that further diagnostic, labour and travel charges may apply.
Where Sterling installs Equipment into an existing system, Sterling’s responsibility does not automatically extend to all existing Equipment or infrastructure, including existing control panels, detectors, wiring, power supplies, batteries, cameras, recorders, network equipment, access control equipment and communications equipment. Sterling remains responsible for its own goods and Services to the extent required by law.
Some security Equipment depends upon internet, Wi-Fi, mobile networks, electricity, Customer network equipment, cloud platforms and manufacturer-hosted services. Sterling cannot warrant continuous availability of services outside its reasonable control. Where an issue is established as originating from an external service rather than Sterling’s goods or Services, reasonable attendance and diagnostic charges may apply.
Sterling’s express warranty does not cover failures caused by matters outside Sterling’s responsibility, including misuse; accidental or deliberate damage; unauthorised alteration; third-party work; failure to follow instructions; water/moisture ingress; lightning or electrical surge; unsuitable power supply; pests, insects or rodents; building work/movement; contamination; unsuitable environmental conditions; vandalism; or external network/telecommunications failure. This does not limit statutory rights.
Batteries and consumable items have finite service lives. Normal deterioration or depletion through ordinary use is not necessarily a product defect. Replacement resulting from ordinary consumption or maintenance may be chargeable.
Customers must provide reasonable access to Equipment where Sterling is requested to investigate or remedy a fault. A reasonable attendance charge may apply where Sterling attends as agreed but cannot obtain access for reasons outside Sterling’s control.
Customers should provide Sterling with a reasonable opportunity to inspect and remedy a suspected failure for which Sterling may be responsible. Sterling may not be responsible for unauthorised third-party repair costs where Sterling was not given a reasonable opportunity to provide the remedy, except where applicable law provides otherwise.
Replacement under Sterling’s express warranty does not automatically restart the original express warranty period unless Sterling confirms otherwise in writing. This does not limit any rights applying to replacement goods under New Zealand law.
Warranty status does not automatically make after-hours attendance necessary. Where an issue can reasonably be investigated during normal business hours, Sterling may schedule the attendance accordingly. Where a Customer specifically requests unnecessary after-hours attendance, additional charges may apply where permitted by law.
Sterling may record reported symptoms, event history, testing, technician findings, photographs, serial numbers, Equipment condition, work performed and warranty classification.
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. Classification does not override the Customer’s statutory rights.
Customers who disagree with a warranty assessment or charge should contact Sterling and provide any relevant supporting information. Sterling will review the matter in good faith. Nothing prevents a Consumer Customer from exercising rights available under New Zealand law.
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.
