Warranty Policy
Items not covered by our warranty include:
- damage that occurs as a result of misuse of the product by the user
- damage that occurs as a result of misuse during delivery
- damage arising from improper assembly or modification
- damage arising from failure to use following manufacturer’s instructions
- damage arising from abnormal use or abuse
- damage, wear and tear as a result of improper or lack of maintenance and reasonable care
- damage to external or product packaging only
- insignificant minor variations in dimensions, colour, grain or finish
- insignificant minor imperfections or superficial blemishes
- provision of any accessories or bonus gifts (these would be noted in our listing, including (but not limited to) battery, carry bag, etc.
We reserve the right to refuse a return when we cannot reasonably satisfy that you purchased the product from us.
In some cases, products sold on our website may be subject to a separate manufacturer's warranty. The information regarding the warranty will be communicated to you by a member of the Shoppers Haven team at the time of the query. We endeavour to list all information on the relevant product page. Shoppers Haven will assist you, where possible, in achieving a positive resolution if you are not happy with the initial response.
Warranty claims
All warranty claims should be sent in the first instance to the Shoppers Haven at info@shoppershaven.com.au. To prevent delays, we require that the following information should be included in the initial claim email:
- order/invoice number
- manual with missing parts indicated (if applicable)
- images/video clearly showing the fault (if applicable)
- images/video clearly showing goods in the original packaging
(please note: All images and videos must be attached to the email in the appropriate size. We are not able to make a clear assessment with thumbnails).
Please do not dispose of items before contacting us. We may ask for items to be returned for inspection by the supplier/s. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
Please do not return the item to us unless instructed to do so.
Every claim is assessed on a case-by-case basis and can take several days.
Missing or damaged parts under 12-month warranty
Email the Shoppers Haven Team at info@shoppershaven.com.au if the product you received has a damaged part or is missing a part, specifying the instruction manual and the quantity needed. Where applicable, circle the part in the manual and send the pictures to us.
Once we receive all the necessary details, the part to be dispatched can be issued as soon as possible. An email will be sent to you containing tracking information when available. Dispatch of spare parts from the supplier/s warehouse can take up to three working days.
If no spare part is available at that time, Shoppers Haven will provide an alternative solution in line with Australian Consumer Law.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.
Faulty or Damaged in Transit Products
Email the Shoppers Haven team at info@shopperhaven.com.au with pictures/video of the received product clearly indicating the fault. If applicable, include the manual with the required part circled and inform us of the quantity. In addition, please provide a brief explanation of the fault.
Every claim will be assessed on a case-by-case basis, and we will advise you of the outcome.
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 the customer for return postage will not be refunded if the return is not approved and the return label has not been provided.
Recalls
In the event of a recall, Shoppers Haven will advise you of the procedure to be followed by email.