My product is faulty on arrival (DOA) - what do I do?Updated 5 days ago

We offer a 14-Day Dead on Arrival (DOA) policy. If your new product is faulty or non-functional on delivery or during initial setup, you can request a replacement, refund or store credit.

To submit a DOA claim:
1. Report it within 14 days of your invoice date (for in-store purchases) or delivery date (for online purchases), via [email protected] or the Contact Form on our website (selecting topic: Warranty Request). 

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 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 a free return postage label to help facilitate return of 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 and verify the fault, we will endeavour to action your chosen remedy (refund, replacement or store credit) within 2-7 business days.

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.