Aqara Store Support Terms and Conditions

1. Statutory Consumer Rights

Nothing in these After-Sales Service Disclaimer and Terms excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL) or other applicable consumer protection laws. Under the ACL, consumers are entitled to remedies such as repair, replacement or refund for goods that fail to meet consumer guarantees. These statutory rights apply independently of any manufacturer’s warranty.

2. Scope of After-Sales Services

Aqara Australia provides after-sales services, including warranty assessment, repair, replacement and technical support, only for products purchased through authorised Aqara sales channels in Australia, unless otherwise required by law. Services are provided subject to these terms and applicable local laws.

3. Warranty Exclusions

To the maximum extent permitted by law, the limited warranty does not cover issues or damage including, but not limited to, those caused by:
• Accidental damage, misuse, abuse, neglect or improper installation
• Liquid damage, fire, power surges, voltage irregularities or environmental factors
• Normal wear and tear or cosmetic damage
• Use of non-Aqara or non-approved accessories
• Unauthorised modification, disassembly, repair or alteration
• Failure to follow product instructions or user manuals
• Missing, altered or illegible serial numbers or proof of purchase
• Products purchased from unauthorised sellers or parallel imports

4. Data Backup & Data Loss

Before submitting a product for repair, replacement or inspection, you are solely responsible for backing up all data stored on the device.
Aqara is not responsible for any loss, corruption or disclosure of data that may occur during the repair, replacement or diagnostic process, whether under warranty or otherwise.

5. Repair, Replacement & Refurbished Products

• Aqara may, at its discretion, repair the product or replace it with a new, refurbished or functionally equivalent product or part.
• Replacement products or parts may not be identical in appearance but will meet functional requirements.
• Replaced products or parts become the property of Aqara.

6. Software & System Updates

As part of standard service procedures, Aqara may update product firmware or software to the latest available version. Aqara does not guarantee the ability to restore previous software versions or configurations.

7. Service Fees & Out-of-Warranty Repairs

• Warranty services for covered defects are generally provided at no cost; however, shipping and handling fees may apply in certain cases.
• If a product is found to be outside warranty coverage, service fees may apply, including diagnostic fees, labour costs, replacement parts, shipping and handling.
• Customers will be informed of any applicable fees and must approve them before service proceeds.

8. Shipping, Logistics & Third-Party

Carriers Estimated processing or delivery times are provided for reference only. Aqara does not control third-party logistics providers and is not responsible for delays, loss or damage caused by third-party carriers once the product has been dispatched.

9. Limitation of Liability

To the maximum extent permitted by law, Aqara shall not be liable for any indirect, incidental, special or consequential losses or damages, including loss of data, loss of profit or business interruption, arising out of or related to after-sales services.

This limitation applies except where liability cannot be excluded under the Australian Consumer Law.

10. Indemnity

By submitting a warranty or after-sales service request through Aqara Australia official channels, you acknowledge and agree to the following:

You agree to indemnify, defend and hold harmless Aqara, its related companies, affiliates, officers, employees and service partners from and against any claims, losses, liabilities, damages, costs or expenses (including reasonable legal fees) arising out of or related to:

• Your breach of these after-sales or service terms;
• Your misuse of Aqara products, services, software or systems;
• Any unauthorised modification, repair or alteration of Aqara products or software; or
• Your violation of applicable laws or third-party rights.

This indemnity applies to the maximum extent permitted by law and does not limit any rights you may have under the Australian Consumer Law.

11. Acceptance of Terms

Submission of an after-sales or warranty service request through Aqara Australia official channels, including online forms or email requests, constitutes your agreement to these After-Sales Service Disclaimer and Terms.

12. Governing Law

These After-Sales Service Disclaimer and Terms are governed by the laws of Australia. Nothing in this section limits or excludes any rights available to consumers under the Australian Consumer Law.