FAQ - Frequently Asked Questions

No. Proof of AU/NZ purchase (order confirmation, invoice, or a transaction/payment receipt) is all you need.

Any dated document that clearly shows the retailer, product, and price (e.g. email confirmation, transaction/payment receipt, or tax invoice). Second hand or private sale items aren’t covered.

Send photos plus your order number and we aim to reply within 2–3 business days. Most part shipments go out shortly after approval.

Usually not. We ship the spare part plus a quick how to (most fixes need just a screwdriver). If the fault can’t be repaired safely, we’ll arrange to repair for you, a return or replacement depending on the product and fault.

For approved warranty claims we cover the first shipment of parts or replacement items within Australia & New Zealand. If you’ve moved overseas, you’ll need to pay international freight and any duties.

No. Airlines are responsible for transit damage. Please check with your airlines for details and processes on how to make a claim.

No. Coverage (including Limited Lifetime) applies only to the original purchaser.

If it's a manufacturing fault then yes. Forced entry, forgotten combination, or airline damage is not.

We’ll send the closest match or an equivalent model.