Warranties

We stand behind the test equipment we sell. Here’s exactly how our warranty support works, what’s covered, and how we help you minimise downtime.

When you invest in professional test gear such as multimeters, oscilloscopes, thermal imagers, power supplies, or calibration instruments, you want confidence that it is backed by strong support. At Keystone Labs, we are committed to providing reliable warranty coverage and responsive technical assistance for all the test and measurement equipment we supply.

Our warranties are backed directly by the manufacturer or the New Zealand distributor, whichever applies. This ensures you receive the full original warranty protection, supported locally by our team in NZ.

What Our Warranty Support Includes

At Keystone Labs, we focus on practical support to minimise your downtime:

  • Remote Diagnostics Send us clear photos or a short video of the issue. Our technicians review it promptly and provide clear guidance on the next steps.
  • Fast Technical Response Our experienced team responds quickly to support requests, helping diagnose faults and answer operational questions.
  • Remote Assistance We readily provide help with firmware upgrades, calibration guidance, and general operational support. This service is brand-dependent, and we will always let you know what options are available for your specific equipment.

Our aim is to resolve as many issues as possible remotely, so you can get back to work quickly.

The Back-to-Base Warranty Process

All warranties supported by Keystone Labs are back-to-base.

Here is how the process works:

  1. Contact Us – First Reach out to our support team via email, phone, or support ticket with a description of the problem, including photos or video where possible.
  2. Remote Assessment – Our technicians will assess the issue remotely to determine if it qualifies for warranty support.
  3. Return the Item – (at Your Cost) If a return is required, you arrange and pay for shipping the unit to our warehouse in Auckland. We recommend using a tracked and insured courier with proper protective packaging.
  4. Repair or Replacement – Once received, we coordinate with the manufacturer or authorised New Zealand distributor. Approved warranty repairs or replacements are completed at no charge for covered defects (parts and labour as per the manufacturer’s warranty terms).
  5. Return to You – We will notify you when the unit is ready and arrange return shipping (typically covered by us or the manufacturer for approved claims).

Important Notes:

  • Warranty coverage applies to defects in materials and workmanship under normal use. It does not cover misuse, accidental damage, unauthorised modifications, or normal wear and tear.
  • Warranty periods and specific conditions vary by brand and model. Please refer to the product documentation or contact us for details.