Outdoor Rapid Heating Infrared Stove

Warranty & Claims

All our products are covered by Australian Warranty of up to 12 months, unless stated otherwise. The warranty only covers defects in materials and workmanship.

Our Warranty does not apply:

• To cosmetic damage, to boxes, packaging or exterior surfaces (including during transit).

• To damage caused by use with another product.

• To damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause.

• To damage caused by operating the product outside any guidelines published for use.

• To defects caused by normal wear and tear or otherwise due to the normal aging of the product.

ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included in the initial claim email:

• Manual with missing parts indicated (if applicable)

• Images/Video clearly showing fault (if applicable)

• Images/Video clearly showing goods in original packaging (if applicable)

• All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.

Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.

We do not provide refunds, credit, or exchange if you have:

Damaged the product by using it in a way it was not meant to be used. You have had a defect drawn to your attention before you purchased the product, for example, when products are clearly labelled as seconds or faulty and the product matches the description provided on our website and is free from manufacturing defects or faults.

 Faulty or Damaged in Transit Products:

• Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also, provide a brief explanation of the fault and what you would prefer in the way of compensation or replacement parts/product.

• We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product.

• Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by you for return postage will not be refunded if a return label has been provided.

Missing or Damaged Parts under 12-month warranty:

• If a single part is missing or damaged, please specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, please mark the part in the manual and send us pictures of it.

• Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.

• Dispatch of spare parts from our warehouse can take up to 2 working days.

• If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law

Returns and Refund Procedure:

Refund will be back at the original way. Paid by PayPal- refund back to PayPal; paid by credit, refund back to credit. In all cases, please email us and we will advise if the product needs to be returned.

NOTE: We cannot refund to a different PayPal account or Credit card.

Conditions:

In order to get your refund, customer has to return your purchase unused with its original packaging in ‘as-new’ condition to us. Please note all delivery and incidental charges to return the item or deliver the new item are the customers responsibility and assembly & delivery fees will not be refunded. 25% restocking fee applies. 

Requirements of ‘as new’ condition are as follows, the item must:

1. Not be used.

2. Not be assembled.

3. Not be damaged at all.

4. Packed in all the original packaging.

5. Packaging to not be damaged.

6. Include all unopened tools and hardware.

7. Include assembly instructions.

Returns cannot be delivered in person to our depot, office or warehouse facilities unless stated otherwise.

Change of Mind:

• We do not accept change of mind for all our product. No refund, exchange or gift card will be provided, online or in store for change of mind on all  Items.

• In the event of a change of mind is offered at goodwill, it is then subject to the following:

1. change of mind request is made and notified us within 7 days after the item is delivered.

2. Please send an email including pictures or video of the condition of the product received and an explanation on why you would like to return the product and if the item is eligible for return.

3. For COM product must be unopened and in its original packaging, including any manuals and accessories.

4. Please do not return the product to us without our prior consultation – credit will not be given in this case.

5. Returns due to a change of mind are done so at your arrangement.

6. If the return label provided to you, we will issue a gift card of the total order amount MINUS initial postage, return postage, and restocking fee of 20%

7. If the return label NOT provided to you, we will issue a gift card of the total order amount MINUS initial postage and restocking fee of 20% after our inspections team assess the ‘as new’ condition of the item and confirm that the product can return to stock.

8. If you change your mind before the item is received and require the action of RTS (Return to Sender), we will issue a gift card of the total order amount MINUS initial postage and restocking fee of 20% after our inspections team assess the ‘as new’ condition of the item and confirm that the product can return to stock.

9. All items that are returned due to incorrect or incomplete delivery information will be treated as Change of Mind returns including items Returned to Sender due to being unclaimed.

Recalls:
In the event of a recall, we will advise of the procedure 

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