Typical warranty
- Diagnose first, repair later. Days or weeks offline.
- Unit often ships overseas for service.
- You get the same unit back after repair.
SENTRIX CARE
365 Days of Zero-Downtime Protection.
If your Sentrix camera stops working within a year, we’ll dispatch a brand-new unit straight from NZ stock. Skip the repair hassle. Stay protected.
Why replace, not repair?
A security camera only works if it is on. Repair means diagnosis, shipping, waiting, and a gap in coverage. Sentrix Care is built for how these products are actually used.
Sentrix Care
- Confirmed hardware fault → we send a replacement.
- Replacement ships from New Zealand stock.
- You get a replacement unit and keep watching.
How a replacement works
Use the form for a normal hardware-fault claim. Keep your order confirmation — that is your proof of purchase.
1
Submit the form
Open the replacement form, then add your order number, model, and a short video or photos of the fault.
2
We confirm
We reply within one business day and confirm whether it is covered by Sentrix Care.
3
We ship first
A replacement leaves New Zealand stock. You install it and stay protected.
4
Send the old unit back
Use the prepaid return label we provide. Do not post the camera until we ask you to.
If the form does not load or you cannot submit it, email sales@sentrix.co.nz.
What is covered
Manufacturing defects and non-accidental hardware faults on eligible Sentrix products purchased from sentrix.co.nz and delivered in New Zealand, for 365 days from the original purchase date.
Covered
- Camera will not power on or charge as designed
- Lens, image sensor, or night-vision hardware failure
- Pan/tilt motor failure or stuck rotation
- Wi-Fi / Bluetooth module hardware failure (not a local network issue)
- Battery swelling or a battery that no longer holds a usable charge under normal use
- Solar panel manufacturing defect (90 days for the panel itself)
Not covered
- Change of mind, unused returns after 30 days, or wanting a different model
- Physical damage: drops, crushing, vehicle impact, pets chewing cables
- Water damage from incorrect installation or use outside the stated IP rating
- Lightning, power surge, or a non-Sentrix adapter
- Unauthorised repair, modification, or opening the sealed unit
- App, account, password, Wi-Fi setup, or cloud-subscription issues
- Firmware behaviour fixed by an official update, theft, loss, or cosmetic marks
Full detail: Warranty Terms.
Questions
Short answers. For a hardware fault, start with the replacement form.
How do I start a replacement?
Submit the Sentrix Care form with your order number, model, and a short video or photos. Email sales@sentrix.co.nz only if the form does not work.
Does the 365-day period restart on the replacement unit?
No. Cover runs from the original purchase date.
Are solar panels, brackets, and power adapters included?
The camera body is covered for 365 days. Included accessories (solar panel, official power adapter, mounting bracket supplied in the box) are covered for 90 days against manufacturing defects.
Do I need the original box?
No. All we need is your proof of purchase and the faulty unit.
Who pays shipping?
We cover all shipping. If the faulty unit needs to be returned, we’ll handle the return shipping and send your replacement free of charge. If no return is needed, your replacement still ships 100% free.
I bought this as a gift / the camera is at a rental property.
The account holder or the person with the order confirmation can lodge the claim. We ship the replacement to a New Zealand address.
Is cloud storage or the app covered?
No. Sentrix Care is a hardware replacement promise. App login, notifications, and optional cloud plans are support issues, not warranty replacements.
What if you no longer stock my model?
We replace with the same model when available, or with a current model of equal or higher specification.
Your legal rights in New Zealand
Sentrix Care provides extra peace of mind without limiting your rights under the NZ Consumer Guarantees Act 1993. For major faults, your statutory right to a refund or replacement remains unchanged. Care simply guarantees a straight swap—no repairs—for covered hardware issues within 365 days.