How do I make a warranty claim?Updated 5 days ago

If your product develops a fault during its warranty period, you can get in touch to submit a warranty claim.

To submit a Warranty claim:
1. Reach out to our Customer Care team via [email protected] or the Contact Form on our website (selecting topic: Warranty Request) to report the issue. 

Please provide the following details:

• your order details and a copy of your purchase invoice
• a detailed description of the fault
• the serial number of your product, and
• photos and/or a video clip (or link to a video clip) which clearly demonstrates the reported issue
• any other relevant details to support your claim
  
  

2. Our Warranty team will be in touch to help troubleshoot the reported issue as a first step. If troubleshooting isn't able to determine the cause or the issue remains unresolved, we will then issue a Return Authorisation and provide return details so that you can send the product back to us for assessment (or you may elect to return it to one of our retail stores instead, provided it isn't large/bulky).

3. Once we receive your product at our head office, it will undergo a thorough assessment to determine the cause, and once a fault is confirmed, we can then offer a suitable remedy. For a minor fault we'll repair it; if repair isn't feasible or the fault is major, we'll discuss alternative options with you such as replacement, store credit or refund.

Please note: if no fault is found, or the issue is determined to have be caused by incorrect setup, misuse, or incompatibility, an Assessment & Return fee may be payable before your product can be returned to you.