Warranty Claims: A minimum 12-month warranty is applicable on all products, unless stated otherwise. In the unlikely event that the item arrives damaged it must be reported within 6 working days. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval. To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Warranties are provided in accordance with Australian Consumer Law. Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
Note: A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
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: Order Number, Manual with missing parts indicated (if applicable), Images/Video clearly showing fault (if applicable), Images/Video clearly showing goods in original packaging (if applicable) Note: 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.
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 the customer 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 the customer 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 ask the customer to specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, ask the customer to 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
Shipping Guide Overview: Orders are generally shipped from our distribution centre, which is located in Melbourne, the next day after full payment is received. Our Supplier works with three couriers (Australia Post, Fastway or Allied Express) to provide the most efficient delivery service with the most reasonable price and quickest service.
We provide Free to-your-door delivery to Australian Metropolitan Areas on orders*
A shipping confirmation email containing tracking details is sent to you within 24 hours of dispatch. Automatic updates are sent at various stages of delivery. If no one is present when delivery is attempted a notification card will be left with instructions on how to arrange redelivery or local collection. Some products have delivery cost and postcode exemptions, you will find this in the general description and under the delivery tab of that product. Please be advised that shipping cost may vary based on your location.
* Shipping Cost may apply to Regional and Remote Areas of Australia. Contact us before ordering for a quote or fees shown at check out firstname.lastname@example.org
Tracking, Managing & Receiving your order
Order Confirmation: After placing the order a confirmation email will be sent to you automatically. This email confirms we have received your order and pre-authorised your credit card for the purchase.
Tracking your delivery: Items leave the warehouse in 1-3 business days from date of purchase. We work hard to process orders as fast as possible and will send you a shipping confirmation email that contains tracking details within 24 hours of dispatch. If we anticipate delays a member of our customer support team will reach out to you by email. Typically, the courier is not able to call before/upon delivery.
Managing your delivery / authority to leave: The courier company delivering your order will be determined by the product purchased, weight and delivery location. As standard, all orders require a signature on delivery however if (at checkout) you request your order be left unattended (deliver without obtaining a signature) the courier will look for a suitable place to safely leave. Your package(s) will be deemed to have been delivered at the time of being scanned and left at the delivery address. Please note that sometimes a suitable place to leave cannot be found. SeatsDirect is not liable for any loss or damage that may occur due to leaving package(s) unattended.
Missed delivery: Australia post – after first delivery attempt will leave a notification card providing instructions on how to pick up from your local post office for box(es) weight 22 kg or less. Allied Express – will make arrangements in advance to ensure that your order arrives at your door at your convenience All other couriers – after first delivery attempt will leave a notification card providing instructions on arranging re-delivery
Delivery Estimates & Undeliverable locations: Refer to each “Delivery” tab (on the product’s page) for information specific to that item regarding estimated delivery times and non-delivery postcodes.
Delivery Delays: For any delivery delays please note that we always need to lodge an enquiry with our courier partner for investigation which can take up to 2 working days. If there is no update in 2 working days, we will provide a resolution inform of a replacement or a refund. For delivery time frame please contact us on email@example.com NOTE: Due to ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases is appreciated.
Other general details
Undeliverable packages: In the unlikely event that your parcel is returned to us, our customer service representative will contact you via email.
Inaccurate address: If there are any address discrepancies with your order the product is returned us, a customer care team member will be in touch. Area-delivery cost will occur for any products that are returned to us.
Unsuccessful delivery attempt: If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.
Rejected by receiver: If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent. The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team. Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.
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