How To Make a Warranty Claim

At Bubs n Grubs (ABN 18 919 663 533), we stand behind every product we sell. All of our products are sourced through official Australian distributors.  This means that they are covered by the full Australian manufacturer’s warranty – we never sell grey imports.

Our of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you are experiencing issues with your product or you need to make a warranty claim, please refer to our Help Desk first for instant answers to frequently asked questions. Alternatively, you can submit a ticket for our support team to assist you. Where products are faulty or damaged upon delivery, photographic evidence of the damage to the boxes and product must be submitted to our Customer Service Team via our Help Desk upon checking your delivery as soon as reasonably possible.

Our team will work diligently to get your issue resolved as quickly as possible.

To lodge a warranty claim:

• Submit a Ticket to our Customer Service Team with your purchase details and a brief description of the fault.
• Our team will review the claim and confirm if the product is covered by the manufacturer’s warranty and whether it needs to be returned for assessment.
• Once received, our experienced team will assess it and/or send it to the manufacturer for their assessment.
• The manufacturer will repair or replace the item as appropriate, a refund will be processed if applicable.
• We will then return the item to you promptly.

Warranty Process

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Please note: While the return process may take up to 30 days (usually 1 week) excluding transit times, we work hard to resolve claims quickly. Delivery times vary depending on your location.

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No Fault Found Assessments

In cases where a product is returned for assessment and the manufacturer determines that there is no manufacturing fault, the claim will be classified as a No Fault Found outcome.

For No Fault Found outcomes:

• The standard $50 No Fault Found handling fee applies to cover assessment, administration and processing costs.
• Return freight back to the customer is at the customer’s expense.

This fee does not apply where a manufacturing defect is confirmed under warranty.

Our team will always advise you of the outcome of the assessment before any fee is applied.

 

Warranty FAQs

Are all your products covered by Australian warranty?

Yes. All products we sell are sourced from official Australian distributors and covered by the full Australian manufacturer’s warranty - no grey imports.

How do I start a warranty claim?

Simply submit a ticket via our Help Desk with your purchase details, description of the fault, any supporting photos.

Do I need to return my product for assessment?

In most cases, yes. Our team will confirm after reviewing your claim whether the item needs to be returned.

How long will my claim take?

Most claims are resolved within a week, though the process can take up to 30 days depending on manufacturer processing and transit times.

What if my product arrives damaged?

Photograph the damage to the product and all sides of the boxes immediately and submit it via our Help Desk ASAP after receipt of the goods - do not assemble products such as furniture beforehand.

What are my rights under Australian Consumer Law?

You are entitled to a repair, replacement, refund depending on the nature of the issue. See the ACCC website for full details.