Returns & replacements
Damaged or faulty goods are replaced. Change of mind isn’t a return, but it can usually be an exchange. Either way, start with the claim form.
Something arrived damaged or faulty. What now?
Use the claim form within 10 business days of delivery, with photos of the fault and of the packaging it came in. Carrier damage and a manufacturing fault are settled differently, and the packaging usually tells them apart. If the defect is confirmed, we replace the item and pay the freight on the replacement.
Can I return something I don’t need?
We don’t take change-of-mind returns, but we’ll normally arrange an exchange. A 15% restocking fee applies to any return that isn’t a warranty claim. Goods must be unused, in their original packaging and fit to resell, and return freight is at your cost.
What does the warranty cover?
Frames, for twelve months from the invoice date. Not wear-and-tear parts: castors, wheels, brakes, grips, seats, armrests, upholstery and anything else used up in normal use. Those are sold as spare parts, and replacing the part is usually faster and cheaper than replacing the product. Nothing here limits your rights under the Australian Consumer Law where it applies.
Selling on to your own customers?
Under the Australian Consumer Law, you look after your customer. They come to you first, and you can’t send them to us or to the manufacturer instead. If a product is faulty, you owe them a repair, replacement or refund, whatever any warranty says, and a “no refunds” sign doesn’t take those rights away. The ACCC sets this out in Consumer rights and guarantees.
How do I start a return?
Fill in the warranty & returns claim form with your PQUIP invoice number, the product code and, if it’s damaged or faulty, photos or a video. Every return starts there, including one that begins with a phone call. Please don’t send anything back until we’ve replied: goods we haven’t agreed can’t be matched to an account or an invoice, which slows the credit down.