We understand how essential each product is to you, and sometimes, unfortunately, issues may arise. If you find yourself needing to send an item for warranty, rest assured, our dedicated team is here to assist you every step of the way, keeping inconvenience to a minimum. We fight for you, and we take ownership of resolving your concerns quickly and efficiently, in line with Australian Consumer Law.
The Process:
When you initiate a warranty claim, we begin by requesting an RA Number from the supplier or manufacturer. Once we receive this number, we coordinate the return of the item with our delivery partner. The item is then transported to the supplier or manufacturer to assess the product to determine if there is a fault and, if so, whether it is major or non-major.
Under Australian Consumer Law, a major fault is one that would have stopped someone from buying the item had they known about it, is unsafe, is significantly different from the sample or description, or doesn’t do what the product is supposed to do and can’t easily be fixed. If a major fault is found, you are entitled to choose a refund, replacement, or compensation for the drop in value.
For non-major faults, the supplier or manufacturer has the opportunity to repair the item within a reasonable time. Alternatively, we may replace the product with a refurbished product or provide a refund at our discretion.
Regardless of the fault type, once the assessment is complete and a resolution determined, any refunds or credits can be processed immediately and applied either to your original payment method or towards another purchase. Additional time may be required for items that are repaired or replaced to be returned to us.
This entire process, covering all steps from initiation through to the final resolution, generally spans a few weeks. This timeline ensures that we adhere to all requirements under Australian Consumer Law, providing you with a thorough and fair resolution to your claim.
Transparency and Excellence:
We strive to provide world-class excellence in service, keeping you informed throughout the process. However, there might be instances where updates are pending due to external dependencies. We remain steadfast in seeking fair and prompt resolutions, even if it requires additional coordination with suppliers or manufacturers, which might extend the mentioned timeframes.
Your Action:
If you wish to inquire or follow up on a warranty issue, kindly contact us with your RA Number or Order Number.
Further Assistance:
For more detailed information on the warranty process, click here. To reach our Customer Service team, click here.
Reminder:
We are committed to perfection in execution and optimizing value for money, assuring you of transparent, accountable, and customer-centric service, aligned with our core virtues.
