Warranty & Repairs

At HomeRelax we pride ourselves in great customer service and being reasonable people.

We understand equipment failure can be a frustrating experience, and so we are dedicated to bring you fast turnaround for faulty goods and expert after sales support with our trained technicians.

HomeRelax provides a full minimum 12 months warranty coverage on all products sold. Warranty periods may vary for different types of products.

What do I do if I have a faulty product?

Here are a few easy steps to take in order to lodge a warranty return with us.

1. Please retain your invoice or receipt as a proof of purchase.
Warranty is only valid if you can prove you are the original purchaser on this item (e.g. receipt, invoice, delivery date or internet confirmation), and is within the term of the policy.

2. Make sure the fault, defect or failure is within our warranty policy.
We do not cover products that is faulty due to:
a. Ordinary wear and tear, user negligence, misuse or abuse, incorrect handling of the product, non-compliance of the operating instructions, accident or fire
b. Malicious damage by a third person, includes alterations or modifications by a non authorised service technician or parties.
c. Failure to service the equipment in accordance with the user manual’s specifications and recommendations
d. Rusting of equipment
e. Used for commercial purposes or non-normal activities; products from HomeRelax used in a rental or hire situation.
f. Damaged caused by transportation of your item. If you suspect any damage to your item you may sign your item ‘UNCHECKED’ or have the responsibility delegated to transport insurance if purchased.
g. Faulty or defected cables

3. Contact our team via phone or email. Even if you are sure the equipment is faulty, please lodge a support request with the details of the problem. This is to avoid discovering the good is non-faulty and end up costing the owner time/money/freight spent on transporting the item to and from us (Unless 14-Days Dead on Arrival, see DoA). There may also be a known fix or workaround we can point you in the direction of.

4. Once you have contacted us and sought approval, you will need to return the product to us with your proof of purchase.

Dead on Arrival (DoA)

‘DoA’ applies to products which have a major fault within 14 days of customer purchase. These products may be repaired or replaced at the discretion of HomeRelax.

Callouts

Callouts are not included in our warranty policy. For all call outs, a fee will apply plus labour charge. Please also note that in some areas, call outs are not available.

Personal Injuries/Damage

We also do not cover any personal injuries or damage due to accidents, misuse, neglect, normal wear, improper assembly or improper maintenance.