This policy explains what to expect around product accuracy, installation support, damage assessment, and who's responsible for a device while it's with you.
Images on our product and care package pages are representative and may not reflect the exact unit, accessories, colour, or packaging you receive. Always confirm exact specifications with our team before your order is finalised.
Our team supports you with installation and guidance on correct usage for every device we deliver. If you're unsure how to operate or maintain a device, reach out to us any time — we're happy to walk you through it in person or over a call.
If a device breaks down or stops working while in your care, let us know and we'll arrange an inspection. Our team assesses whether the issue is due to negligence or mishandling, or a genuine product/manufacturing failure. Repairs, replacement, or charges are decided based on this assessment, and we'll always explain the outcome before taking action.
While a device is at your premises — whether bought or rented — you're responsible for its safekeeping, reasonable care, and use as intended. Please follow the usage guidance provided at delivery and store the device safely when not in use.
Rented devices require a refundable security deposit, collected at the time of delivery. The deposit is fully refunded when the device is returned in good working condition. If damage assessment finds the device was damaged due to negligence or mishandling, repair or replacement costs will be deducted from the deposit before the remainder is refunded.
Questions about how to use a device, care package timelines, or anything else after delivery? Our team remains reachable throughout your order — call, WhatsApp, or email us and we'll help.