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Warranty Claim Process

 

If you are experiencing a problem with your item, please ensure you have carefully read and understood the Warranty Policy before making any claim.

1. LODGE A CLAIM

Claims will only be accepted via our Warranty Form.

2. CASE NUMBER

You should receive a Case Number via email, which you will need to refer to in all correspondence.

3. ASSESSMENT

The information provided will be assessed by our team.

4. TESTING

In some cases, we will need to test the validity of your claim under normal use conditions.

5. OUTCOME

A final decision to repair, replace, refund or reject your claim will be made in accordance with our Warranty Policy.

What information do I need to lodge a claim?

To speed up the claims process, you will need to supply the following information when making a claim:

1. Invoice Number

2. Invoice Date

3. Description of the item and the issue you are experiencing

4. Photos or videos showing the problem (please clearly show logo on at least 1 of the images)

5. Contact Information

What is the expected time frame?

The expected time frame will vary dependent on the nature of the item claimed. If the information provided clearly indicates a manufacturing fault, your claim will be processed promptly to minimize inconvenience to your business. If further information is required, this will delay the processing time. As such, we request that you include as much relevant information as possible in your claim. In the case that a manufacturing fault is not clear, further testing may be required, which will further delay the processing time. In this instance, our team will make a final decision of the outcome of your claim in accordance with our Warranty Policy and in addition to your rights under the Australian Consumer Law.

What if I wish to dispute the outcome?

All warranty claims require approval from our senior management team before a final decision is made. As such, if you wish to dispute the outcome of your claim, we advise you to seek independent advice.

 

Warranty Claim Form

 

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