Warranty and product support policy

1. Purpose and scope

1.1 This policy explains the warranties on goods sold by Omnitronix (Pty) Ltd, what a warranty does not cover, and how to make a claim. It forms part of our Terms and conditions of sale (OMN-LEG-001).

1.2 Omnitronix distributes parts made by others, such as VDO and Veratron instruments, gauges, tachographs and sensors. We do not design or manufacture them. The manufacturer sets the product specification and its own warranty.

2. Which warranty applies

2.1 We pass on the manufacturer's warranty to you. Its period and conditions are those in the manufacturer's documentation or stated on our quote or invoice. We handle the claim with the manufacturer for you.

2.2 If you are a consumer under the Consumer Protection Act 68 of 2008 (CPA), the goods also carry an implied warranty of quality for six months after delivery (CPA s56). During that time, defective goods are repaired, replaced or refunded, at your choice, as set out in OMN-LEG-003 clause 4. This applies in addition to the manufacturer's warranty (CPA s56(4)).

2.3 For business customers, the manufacturer's warranty is the only warranty. Within it, we repair or replace the goods, or refund the price, at our choice.

2.4 Repair or replacement does not start a new manufacturer's warranty period unless the manufacturer says so. For consumers, CPA s56(3) applies to a repair.

3. What the warranty does not cover

3.1 A warranty covers defects in materials and manufacture. It does not cover a fault caused by any of the following:

(a) fitting, wiring or connection that does not follow the manufacturer's instructions or wiring diagram;

(b) the wrong supply voltage, for example a 12 V instrument on a 24 V system, reverse polarity, or a missing or incorrect fuse;

(c) voltage spikes from jump starting, welding on the vehicle, a faulty alternator or regulator, or a lightning strike;

(d) a sender, sensor or signal source that is not specified for the instrument;

(e) water, dust, oil or chemical entry beyond the product's rated protection, including from a damaged seal or an unsealed cable entry;

(f) physical damage, impact, crushing, overtightening, or heat from nearby components;

(g) opening the housing, removing seals or labels, or repairing or modifying the product, unless the manufacturer allows it;

(h) normal wear, and consumables such as tachograph clock cards, chart discs and printer ribbons once used;

(i) incorrect setting or calibration (see clause 4).

3.2 These exclusions follow CPA s56(1), which does not hold a supplier to the implied warranty for goods altered contrary to the manufacturer's instructions or after they left the supplier's control.

3.3 The warranty covers the part only. It does not cover labour to remove or refit the part, towing, vehicle downtime or loss of income, except where the CPA makes us liable to a consumer (OMN-LEG-001 clause 10).

4. Tachographs, speed sensors and calibrated instruments

4.1 Tachographs, speedometers and speed sensors must be installed and set up for the vehicle by a competent installer. That includes the vehicle constant (pulses per kilometre), tyre size and the other settings in the manufacturer's instructions.

4.2 A tachograph or instrument that reads incorrectly because it was set up incorrectly, because the tyre size or gearing changed, or because the sensor was not matched to it, is not defective.

4.3 For a claim on a tachograph or calibrated instrument, send the installation details: the installer, the date, the vehicle registration and the settings used.

4.4 Omnitronix does not install or calibrate goods unless we have quoted for that service in writing. Where an operator must meet a legal or customer requirement for tachograph records or calibration, the operator remains responsible for meeting it.

5. How to make a warranty claim

  1. Email [email protected] with your invoice number, the part number and serial number, a description of the fault, when it started, and photographs of the part and its installation.
  2. For tachographs and calibrated instruments, include the installation details in clause 4.3.
  3. We reply within two business days with a returns authorisation (RA) number and instructions, or ask for more information.
  4. Send the part to us with the RA number on the parcel. Consumers' valid warranty returns travel at our cost and risk (CPA s56(2)); we send a courier or refund your return courier.
  5. We test the part and, where the manufacturer must assess it, send it to the manufacturer. We tell you how long the manufacturer's assessment is likely to take.
  6. If the claim is valid, we repair, replace or refund as clause 2 provides, and return the part at our cost.
  7. If the claim is not valid, we tell you why, in writing. A business customer pays any assessment charge the manufacturer makes, which we quote before the part is sent for assessment, and the return courier.

6. Product support

6.1 We help with part identification, cross-references, wiring diagrams and the manufacturer's installation instructions, by email or telephone on business days.

6.2 Our advice is given in good faith from the manufacturer's data and the information you give us. Where you rely on our advice for a particular purpose, OMN-LEG-001 clause 9.2 applies.

6.3 Where we cannot answer a technical question, we refer it to the manufacturer and pass on the reply.

7. Product safety and recalls

7.1 If a manufacturer recalls a product we sold, we contact the customers we sold it to, using our sales records, and follow the manufacturer's recall instructions (CPA s60).

8. Related documents

  • OMN-LEG-001 Terms and conditions of sale
  • OMN-LEG-003 Returns, refunds and exchanges policy
  • Consumer Protection Act 68 of 2008, s55, s56, s60 and s61

Controlled copy of OMN-LEG-004 Rev B, held in the Omnitronix QMS. Revision date 12 Oct 2026.

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