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FAQs

Company Overview

Frequently Asked Questions


What is your Return, Refund, and Exchange Policy?

In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods are not of acceptable quality.

You may request to exchange a product if it has a major manufacturing defect or deviation from our factory specifications. If our product is does not comply with the specifications we provided, we will replace the product with the right product and give you credit for the amount you paid before, or refund the cost. The same applies if you received a product that is different from the one you ordered.

If you have a minor problem with a product, you may be eligible for a free repair instead of a replacement or refund. If, in the unlikely event, you have a major problem with a product, we can furnish you with a replacement or refund at your choice.

However, we will not provide you with a repair, refund, or return for our products if you:

  • changed your mind,
  • found it cheaper somewhere else,
  • decided you did not like the purchase, OR
  • had no use for it.

In addition to that, your warranty will automatically become void also if you:

  • misused, damaged, or neglected (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.) the product in any way that caused the problem,
  • plan to on-sell or re-supply the product as your own business
  • obtained our product from ANY source other than https://shop.motorolasolutions.com.au OR
  • damaged by misuse or activities other than the intended purpose.

The original product will be returned to you if the defect in the product was caused by reasons other than materials’ quality or assembly process.

We will not honor your request for an exchange if we reasonably suspect any abuse or fraud related to our purchase, exchange, or other policies and procedures.

Eligibility of Exchange

The Exchange process must be initiated within 30 days of order receipt. Motorola Solutions reserves the right to reject any returns or exchanges without giving specific reasons.

My item is damaged or not working and I’d like to make a warranty claim, who should I contact?

The products sold on our website all come with a 12 month limited warranty. If you would like to make a warranty claim within the 12 month warranty period, please contact our Customer Service Desk who will assist you to lodge your claim form and guide you through the process.

Email: gps.apacservice@motorolasolutions.com
Phone: 1800 154 730
Address: Motorola Solutions, 10 Wesley Court, Burwood East, VIC, 3151

Please note, you need to speak with our Customer Service Desk before sending your devices back to us.

Do I need to register to purchase something from this site?

No, using this site does not require a login. If you want information on previous purchases or if you’d like to track your order, please contact us.

The product I need is not listed on the site, how do I buy it?

Currently we are offering a limited catalogue of items on this store, but we will increase the available range over time. If you are looking for an item that is not listed, please contact us or your Motorola Solutions Authorised Dealer.

How will I know which accessory to buy that is compatible with my radio?

We have made every effort to list the compatible radio models with each accessory, however if you are still unsure, or you think there’s an error on our site, please contact us.

I really would like to speak to someone about my order, what is the number to call?

To ensure we get the right person to speak to you at the right time, please fill out the contact form with all the details of your enquiry and the best time to call, and we’ll get on it right away.

How can I check the status of my order?

After you have placed your order, you will receive an email confirmation indicating the details of your order. You will also receive another email at the time your order is shipped from our distribution centre, this will include your tax invoice. If you have any questions regarding your order, please contact us.

Can I change or cancel my order if you have not shipped it yet?

All orders are final once they are placed in our system, please take care to ensure you have the correct items in your cart before you submit your order. If you have any issues with the order you have placed, please contact us immediately.

What payment methods do you accept?

Currently you may only use VISA and MASTERCARD on this store.

Why do batteries need to be shipped separately?

To comply with Australian Customs regulation for the transportation of batteries, all orders that include batteries and other non-battery items will be split into two separate orders. One order for batteries, and another order for other items. Each order will be paid (via your credit card) separately, invoiced separately, and shipped from our distribution centre separately. There will be no change at all to the total amount paid by you.

What are my shipping charges?

Currently all orders come with FREE shipping.

Do you ship outside Australia?

This website has been setup to facilitate purchases and deliveries within Australia only, however if you’re wanting to have products shipped elsewhere you can view a ‘How to buy’ page suited to your region.

For customers in North America or Hong Kong and Macau, there is also an online store for you to purchase accessories from as well.

Can I have a different delivery address to my billing address?

Due to some limitations of our system, we are only recording delivery addresses. If for some reason you require further information to be included on your tax invoice, please contact us.

Can I change my delivery address after placing the order?

All orders are final once they are placed in our system, please take care to ensure you have the correct delivery address entered before you submit your order. If you have any issues with the order you have placed, please contact us immediately.

How do I know how long my items should take to be delivered?

Delivery times are based upon when the goods have left our distribution centre and may vary depending on your location, we estimate between 5 and 20 working days.

Once you have placed your order you will receive a confirmation email, and then you will receive another email notification once the items have been dispatched from our distribution centre. This second email will include your tax invoice.

If you would like to check the status of your order, please contact us.

I’ve found an error on your site, how can I let you know?

Whilst we’ve made every effort to ensure accuracy, we apologise for any errors and ask that you please visit the contact page and send us your feedback.

Is there a limit to how much I can order?

Most likely the limit to what you can order will be due to your credit card limit, however we do ask that for large orders of AU$20,000 or more, please contact your Motorola Solutions Authorised Dealer.

I’m not sure if I’m ordering the right parts, what should I do?

If you have unique requirements or are unsure of what the right products are to suit your needs, please contact us and we’ll get you the answers and support that you need ASAP.

This site only sells accessories and I’m looking to buy radios (or other applications and services), where can I go to purchase those?

Please find a Motorola Solutions Authorised Dealer who can assist you with purchasing two-way-radios, network infrastructure, applications, and services. Alternatively contact us and we can point you in the right direction.