Warranty Policy

1. Two Different Warranties

Almost every warranty question we get comes down to one distinction, so we will put it first.

• Our labour warranty covers our workmanship — how we mounted, ran, terminated, and configured things. It is provided by SetupTeam.
• The manufacturer's product warranty covers the product itself — a TV that fails, a receiver that dies, an access point that stops passing traffic. It is provided by the manufacturer, not by us.

If our work is at fault, that is ours to fix. If a product fails, that is a manufacturer claim, and we will help you make it.

2. Our Labour Warranty

We warrant that our work is performed in a professional and workmanlike manner, in accordance with the following coverage:

"Lifetime" means for as long as you own the property where the mount was installed and the installation remains unaltered and in its original location. It is not transferable to a new owner, and it does not survive the mount being moved, modified, or reinstalled by someone else.

Our labour warranty is provided to the person who paid for the work and is not transferable unless we agree in writing.

3. What Our Warranty Covers

If a defect in our workmanship appears during the warranty period, we will correct it at no labour charge. Covered examples:

• A mount or bracket we supplied and installed that loosens or fails under normal use
• A cable we terminated that fails because of the termination
• Equipment that was not secured or seated correctly by us
• A configuration we performed that was not set up as specified in your quote
• A cable run that fails because of how it was routed or dressed

Our obligation, and your remedy, is that we will re-perform the affected work. Where re-performing it is not reasonably possible, we will refund the labour charge for that portion of the work.

4. What Our Warranty Does Not Cover

Our labour warranty does not cover:

• Product failure. A device that stops working is a manufacturer matter, even where we installed it.
• Customer-supplied equipment. We do not warrant equipment, mounts, brackets, or fixings you provided, or their suitability.
• Changes after we left. Work altered, added to, undone, or re-done by you or by a third party.
• Third-party work. Anything performed by another trade, installer, or contractor.
• Misuse, accident, or force. Equipment pulled, struck, climbed on, overloaded, or otherwise subjected to force.
• Environmental factors. Water ingress, humidity, heat, pests, power surges, lightning, settling, or structural movement.
• Pre-existing conditions. Failing drywall, defective wiring, deteriorated substrate, or non-compliant prior construction.
• Software, firmware, and cloud changes. A manufacturer update, discontinued platform, withdrawn integration, or lapsed subscription that changes how a system behaves.
• Network and internet performance. Speed, coverage, and uptime depend on factors outside our control and are not warranted. See our Terms of Service, section 16.
• Security outcomes. We do not warrant that a network or camera system will prevent, detect, or record any event. See Terms of Service, sections 17 and 18.
• Cosmetic finishing. Patching, painting, or texture matching, unless expressly included in your quote.
• Normal wear. Expected ageing of materials over time.
• Consumables. Batteries, bulbs, and similar items.
• Work we advised against. Where you instructed us to proceed contrary to our recorded advice.
• Relocation. Moving completed work to a new position is new billable work, not a warranty claim.

Where we attend for a warranty claim and find the cause falls outside this warranty, the visit is billable at our standard service call rate. We will tell you what we have found before charging you.

5. Manufacturer Product Warranties

Products we supply carry the manufacturer's own warranty, on the manufacturer's terms, for the manufacturer's stated period. That warranty is between you and the manufacturer. SetupTeam is not the warrantor of any product we did not manufacture, and we do not extend, add to, or guarantee any manufacturer's warranty.

What we will do

During the manufacturer's warranty period, we will help as a courtesy:

• Register the product where registration is required
• Provide proof of purchase and installation records
• Identify whether a fault appears to be product-related
• Open and coordinate the claim with the manufacturer where practical
• Handle the return or exchange logistics where the manufacturer allows it

What we cannot do

• Compel a manufacturer to approve a claim
• Control timelines, replacement stock, or shipping
• Prevent a product being discontinued or a model being substituted
• Cover a claim the manufacturer refuses

A manufacturer refusing, delaying, or mishandling a claim is not a failure of our service, and does not create liability for us.

Removal and reinstallation labour

Manufacturer warranties cover the product, not the labour to get at it. Removing, shipping, and reinstalling equipment for a manufacturer claim is billable unless the underlying fault is covered by our own labour warranty.

What voids a manufacturer warranty

Manufacturer warranties are commonly void where a product has been modified, opened, mishandled, installed outside its rated conditions, or serviced by an unauthorized party. We install to manufacturer specification. If you ask us to install a product in a way that departs from it, we will tell you, and proceeding may void the product's warranty at your risk.

6. How to Make a Claim

1. Contact us at [email protected] or (647) 464-0606 as soon as you notice the issue.
2. Tell us what happened — what the symptom is, when it started, and whether anything changed beforehand.
3. Send your details — the invoice or job reference, and photos or video of the issue where they help.
4. Let us assess it. We will determine whether it is a workmanship issue, a product issue, or something else. We may be able to diagnose it remotely.
5. We schedule a visit if one is needed, or open a manufacturer claim if the product is at fault.

Claims must be made within the applicable warranty period, and promptly after you notice the issue. Continuing to use equipment that is visibly failing can make the situation worse, and damage from continued use after a fault appears is not covered.

You must give us a reasonable opportunity to inspect and to remedy an issue before engaging another party. Where work is corrected by someone else without giving us that opportunity, we are not responsible for those costs and the warranty on the affected work ends.

7. Access for Warranty Work

Warranty service requires the same access as the original installation: a scheduled appointment, an adult present, a clear work area, and any building approvals the property requires.

Where warranty work needs equipment moved, furniture relocated, or another trade involved to reach the installation, those costs are yours. A missed or refused warranty appointment may attract a fee under our Cancellation & Refund Policy.

8. Limits

This policy states our entire warranty obligation. Except as set out here, in our Terms of Service, and in any warranty applicable law does not permit us to exclude, we make no other warranties, conditions, or representations, express or implied.

Our liability under this policy is subject to the limitation of liability in our Terms of Service, section 29.

9. Changes

We may update this policy. The version that applies to your work is the one in effect on the date the work was performed. Changes are not applied retroactively to work already completed.

10. Contact

To make a claim or ask a warranty question:

SetupTeam Inc.
Email: [email protected]
Phone: (647) 464-0606