Mandatory rights come first
Products must meet the standards and guarantees imposed by the law that applies to the sale. A manufacturer warranty or voluntary store promise is additional and does not replace a non-waivable right.
What to send support
Provide the order number, a clear description of the issue, when it began and photographs or video where useful. Keep the product and accessories while the case is reviewed. We may ask for safe, proportionate diagnostic steps but will not require the customer to continue using a product that may be unsafe.
Available remedies
Depending on the issue and applicable law, the remedy may be repair, replacement, price reduction or refund. The seriousness of the failure, reasonable product life, use and available parts can affect the remedy. We cover reasonable return costs where the law requires.
Use, care and exclusions
A remedy may not apply to damage caused solely by accident, unauthorized alteration, consumable depletion, ordinary wear or use contrary to clear supplied instructions. These exclusions do not apply when the instructions, warning, product or claimed durability was itself inadequate.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you are entitled to choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a non-major failure, we may provide a repair, replacement or refund within a reasonable time. The voluntary change-of-mind policy does not limit these rights.
Official guidance used for this market
These links provide regulatory context. The policy above describes the store’s operational commitment and does not replace advice for the seller’s exact circumstances.
ACCC — Consumer rights and guarantees