Warranty Policy

We stand behind our work. This policy explains what’s covered when Swift Services Mackay installs or configures your CCTV, alarm, Starlink or PC equipment, what isn’t covered, and exactly what to do if a Starlink part turns out to be faulty.

1. Workmanship Warranty

Every installation we carry out is covered by a 12-month workmanship warranty from the date of install, shown on your job sign-off or invoice.

• Covered: mounting, cabling, wiring and connections installed by us
• Covered: configuration and setup performed by us (network settings, recording schedules, app pairing, etc.)
• If something fails because of our workmanship, we’ll return and fix it — a fault traced back to how something was installed or configured, at no charge for our labour
• Not covered: work carried out to your specific instructions where you’ve asked for a mounting location or method we advised against — the workmanship warranty doesn’t apply to that part of the job

2. Hardware & Manufacturer Warranty

The equipment itself — cameras, NVRs, alarm panels, Starlink hardware, PC components — is covered separately by the manufacturer’s own warranty, not by Swift Services Mackay. Manufacturer warranty periods vary by brand and product. Where we’ve supplied the equipment, we’ll help facilitate a claim with the manufacturer or supplier on your behalf. Where you’ve supplied or purchased your own equipment (as is typical with Starlink — see below), the claim sits directly between you and that manufacturer.

3. Starlink Hardware: What to Do If a Part Is Defective

Starlink kits are registered to your own Starlink account, and Starlink (SpaceX) handles hardware warranty claims directly — not through us. Their standard hardware warranty covers manufacturing defects for 12 months from activation. Here’s the process:

1. Rule out an easy fix first. We check for obstructions and make sure every cable is firmly seated at the time of install, so a fault that shows up later is rarely one of these — but it’s still worth a quick check: look at the Starlink app for obstruction warnings or error codes, confirm nothing’s worked loose, and power-cycle the router and dish.
2. Still not working? Call or email us. We’ll run through it with you and, if it looks like a genuine hardware fault rather than an install or config issue, confirm that with you before you lodge anything.
3. Lodge the claim with Starlink directly, through the Starlink app or your account at starlink.com. Because the kit is tied to your account, Starlink manages the replacement and shipping. If your Starlink plan is through Telstra rather than a direct Starlink account, contact Telstra instead — they handle warranty claims for kits sold under their plans.
4. Once the replacement arrives, get in touch to book a reinstall. Swapping in a warranty-replaced part is a new call-out — it’s outside the original workmanship warranty since the original part wasn’t at fault due to our install.

What Starlink’s hardware warranty won’t cover

• physical damage (drops, crushing, cutting the cable)
• damage from someone other than us repositioning or re-mounting the dish
• normal wear and tear, or cosmetic weathering

4. What’s Not Covered (All Services)

• damage from storms, lightning, power surges, or water ingress not caused by our installation
• damage from pests, animals, or accidental damage after install
• faults caused by someone other than Swift Services Mackay modifying, moving, or servicing the system
• issues caused by your internet/ISP service itself, rather than our install or configuration
• normal wear and tear on hardware over time

5. How to Make a Claim

Email sales@swiftservices.com.au or call 0477 615 303 with:

• your name and address, plus your quote or job number if you have one
• what’s happening, and when it started
• photos or a short video if it’s something visual (cabling, mounting, damage)

We aim to get back to you within 2 business days and will let you know whether it’s a workmanship issue we’ll fix at no charge, or a manufacturer warranty matter we’ll help you direct to the right place.

6. Limits

Our responsibility under this warranty is to repair or, where reasonable, replace the faulty workmanship — it doesn’t extend to other costs or losses arising from equipment failure or downtime, except where the law says otherwise. This policy sits alongside your rights under the Australian Consumer Law, which aren’t affected by anything here.

Mackay, 4740  |  sales@swiftservices.com.au  |  0477 615 303