Warranty Claims: A minimum 12-month warranty is applicable on all products, unless stated otherwise. In the unlikely event that the item arrives damaged it must be reported within 6 working days. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval. To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Warranties are provided in accordance with Australian Consumer Law. Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
Note: A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included in the initial claim email: Order Number, Manual with missing parts indicated (if applicable), Images/Video clearly showing fault (if applicable), Images/Video clearly showing goods in original packaging (if applicable) Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.
Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
Faulty or Damaged in Transit Products: Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also, provide a brief explanation of the fault and what the customer would prefer in the way of compensation or replacement parts/product. We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if a return label has been provided.
Missing or Damaged Parts under 12-month warranty: If a single part is missing or damaged, please ask the customer to specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, ask the customer to mark the part in the manual and send us pictures of it. Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available. Dispatch of spare parts from our warehouse can take up to 2 working days. If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law