Dead on Arrival (DOA)Updated 10 hours ago

If your product does not power on or function when first received, we're here to help.

Before we can determine whether your product is Dead on Arrival (DOA), we'll need some information and evidence. Once we've reviewed your submission, our support team will assess the issue and, offer an appropriate resolution, that aligns with your consumer rights and with company policy.

What is Dead on Arrival?

A product is considered Dead on Arrival if it has a manufacturing or electrical fault that prevents it from operating when first received and before normal use. A product is not automatically considered DOA if:

• It has not been set up correctly.
• The power source is faulty or incompatible.
• Required troubleshooting has not been completed.

Every claim is assessed individually.

What we'll need

Please have the following ready before contacting us:

• Your order number.
• The product serial number (S/N), if applicable.
• A clear video showing the issue.
• Historical data if it's a cooling issue (where possible).
• Photos of the product and any error messages displayed.

Video requirements

To help us diagnose the issue accurately, your video should include:

1. The product's serial number (S/N).
2. The product connected to the intended power outlet.
3. The product attempting to power on or operate.
4. Any lights, displays, sounds, or error messages.
5. A second electrical device (such as a lamp or phone charger) successfully operating from the same power outlet to confirm the outlet is functioning correctly.
6. Any accessories or cables connected during testing.

Providing this information upfront significantly reduces assessment time.

Assessment process

Once we've received your evidence:

1. Our support team will review the information.
2. We may provide troubleshooting steps to rule out setup or environmental causes.
3. We'll advise you of the outcome and next steps.

Each claim is assessed individually based on the available evidence.

Possible outcomes

If your claim is approved, we may:

• Provide replacement parts.
• Repair the product where appropriate.
• Replace the product.
• Offer another suitable resolution in accordance with our Warranty Policy and your applicable consumer rights.

The appropriate resolution will depend on the nature of the fault and the outcome of our assessment.

Important

• Keep all original packaging until your claim has been finalised.
• Do not attempt repairs or disassemble the product before contacting us, as this may affect your claim.
• Claims submitted without sufficient evidence or required troubleshooting may take longer to assess.

If your product develops a fault after it has been operating normally, please refer to our Warranty.