Warranty Policy

Our commitment to you

Every Pixfra thermal optic sold through Pixfra Australia is genuine, locally-supplied stock, and it is backed by a serious, structured warranty. We stand behind the gear we sell — and we want to be completely straight with you about how that warranty works, who is responsible for what, and exactly what to do if something ever goes wrong.

Pixfra Australia is the official Australian home of the Pixfra brand. We are an Australian, family-owned business, and we work hand-in-glove with C.R. Kennedy — the exclusive Australian distributor of Pixfra and an Australian family-owned company that has stood behind optics in this country since 1934 — and with Pixfra, the manufacturer. That relationship is the backbone of your warranty. When you buy from us, you are not holding a grey-import orphan with a box and nobody to call. You are covered, locally, by people who answer the phone.

How the warranty is structured — who does what

It is important you understand the three parties involved, because it explains why buying genuine local stock matters so much.

Pixfra Australia is your first point of contact and your advocate. We do not carry out the warranty repair ourselves, and we are not the warrantor — instead, we facilitate and coordinate every warranty claim on your behalf, managing the process from start to finish so you only ever deal with us here in Australia.

C.R. Kennedy, as the Authorised Australian Distributor, provides the national service and warranty support behind every genuine unit. Assessment, repair and replacement are handled through C.R. Kennedy’s Australian service network.

Pixfra, as the manufacturer, provides the underlying product warranty and manufacturer-level support, spare parts and technical resources.

In plain terms: you talk to us, we coordinate with C.R. Kennedy and Pixfra, and your optic is looked after here in Australia. You will never be asked to ship your gear overseas yourself.

Your rights under the Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL). Those rights always apply and sit alongside this warranty.

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 fail to be of acceptable quality and the failure does not amount to a major failure.

This warranty is provided in addition to, and does not detract from, those consumer guarantees.

What is covered, and for how long

This warranty covers genuine Pixfra products supplied through Pixfra Australia or another authorised Australian reseller, against defects in materials and workmanship under normal use, for the following periods from the date of purchase shown on your invoice:

• Three (3) years on the core optic, thermal sensor and electronics.
• Twelve (12) months on removable batteries and included accessories.

Warranty cover begins on the date of purchase shown on your tax invoice (or the delivery date where an invoice date is unavailable). Where a unit is repaired or replaced under warranty, the remainder of the original warranty period continues to apply — a repair does not restart the clock.

What is not covered

So there are no surprises, this warranty does not cover:

• Normal wear and tear, and consumable or wearing parts.
• Damage from misuse, abuse, accident, drops, or use outside the product’s stated specifications (including water ingress beyond the unit’s IP rating).
• Products that have been opened, modified, repaired or tampered with by anyone other than an authorised service agent.
• Products that have been painted, relabelled, or had their serial number or labels removed, altered or defaced.
• Damage caused by unapproved accessories, batteries, chargers or mounting.
• Loss of, or damage to, any data, settings, footage or personal information stored on the device during service — please back up and remove anything important before sending a unit in.
• Grey-market, parallel-imported or second-hand units not originally supplied through an authorised Australian channel. These are not covered by the Australian warranty.

Genuine local stock matters

Pixfra warranty support in Australia applies to genuine units supplied through the authorised Australian channel. Optics bought from overseas sellers or unauthorised resellers — even if they carry the Pixfra name — generally cannot be supported here and may not be covered at all. If you are ever unsure whether your unit qualifies, get in touch and we will help you check.

How to make a warranty claim

We have kept this simple, and kept ourselves in the middle of it, so you are never left chasing an overseas manufacturer.

1. Lodge a claim with us using the warranty claim form below, with your details, proof of purchase and a description of the fault. Photos of the issue and of the product label help us move quickly.
2. We assess and guide. We review your claim, confirm your cover, and coordinate the next steps with C.R. Kennedy — including clear instructions on how and where to send your unit if a physical assessment is needed.
3. Assessment and repair or replacement. Your optic is assessed and, where the claim is valid, repaired or replaced through C.R. Kennedy’s Australian service network. Where a repair calls for manufacturer-level attention, C.R. Kennedy and Pixfra coordinate that behind the scenes — you stay dealing with us.
4. Back to you. We keep you informed throughout and return your optic to you, with the goal of turning every claim around quickly and with a minimum of fuss.

What you will need to provide

To assess a claim we will need:

• Proof of purchase (your tax invoice or receipt showing the purchase date and seller).
• The product model and serial number.
• A clear description of the fault, and photos of the issue and the product label where possible.

Registering your product at the time of purchase makes this even easier — if your details are already on file, there is no digging for receipts later.

Repairs, replacements and turnaround

Where a unit is replaced under warranty, the replacement will be a fully functional product of the same or equivalent specification, and may be a serviceable refurbished unit rather than a brand-new one. Any substitute will match the original’s specification and performance. Before sending a unit in, please back up and remove any data, footage, settings or personal information — we cannot be responsible for data lost during service.

We know your optic is a tool you rely on, so our aim with every claim is a fast, local turnaround and clear communication the whole way through.

Changes to this policy

Pixfra and its authorised distributor may amend the underlying warranty terms from time to time. We will keep this page current, and the terms that apply to your product are those in effect on your date of purchase, together with your rights under the Australian Consumer Law.

Lodge a warranty claim or ask a question

Use the form below to start a warranty claim or ask us anything about your cover. It comes straight to the Australian team, and we will take it from there. Prefer to talk it through first? You can also reach us through our contact page.