After reviewing the informationyou have provided, we will work with you to resolve the problem you have encountered. If your product is determined to be faulty, one of the below solutions will be offered to you, in the following order:
- Spare Parts:If the issue can be resolved by us sending you small spare part(s) – we will immediately send you the required spare part(s) at our cost.
- Partial Refund/Credit:For minor imperfections or superficial defects – we will offer you a partial refund or store credit in an amount commensurate with the extent of the defect, to keep the product as is. This can often be a time-saving and low-risk solution that reduces wastage and environmental impact of shipping products or parts back and forth between us.
- Replacement:If the fault can be solved by the provision of a replacement but not a spare part – we will send you a replacement as soon as possible. Please note that we may or may not require the return of the faulty product prior to sending a replacement, at our discretion.
- Full Refund/Credit: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 goods fail to be of acceptable quality and the failure does not amount to a major failure.
If the fault cannot be solved with a spare part and no replacements are available within 3 weeks, and you choose not to accept an alternative product, we will offer you a full refund or a pro-rata refund depending on how long you have used the product for.
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