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Returns & Warranty
At Motherworld, we pride ourselves on providing a superior product and level of service. If you have made your purchase online, Motherworld will happily provide you with an exchange or refund as follows:
Faulty or Damaged Goods
In the event that you receive faulty or damaged goods, please contact Customer Service by email: firstname.lastname@example.org for your return instructions. Returns for refund or exchange are subject to approval by Motherworld.
Product return costs will be paid by Motherworld
Changed Your Mind
If you simply ordered the wrong item online, then Motherworld will be pleased to offer you a refund or replacement product provided:
- The item is in its original packaging
- Return postage is at the customer’s expense
Returns for refund or exchange will only be accepted within ten (10) days after the customer has received the good and are subject to approval by Motherworld.
Please note that delivery fees and handling fees are non-refundable unless required by law.
Motherworld Standard Warranty
1.1 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 goods fail to be of acceptable quality and the failure does not amount to a major failure.
1.2 In addition to the guarantees that cannot be excluded under the Australian Consumer Law described in clause 1.1 and any other guarantee or warranty implied by law, when you purchase one of our products, you will also have the peace of mind in knowing that your product is covered by Motherworld Standard Warranty. The Standard Warranty is provided by BGSG Nomineed Pty Ltd trading as Motherworld (ABN 41 613 640 501) (“Motherworld”). The terms and conditions of the Standard Warranty are further described below.
1.3 Subject to clause 1.1 and the terms below, Motherworld warrants that products, purchased by you from Motherworld in Australia or New Zealand: a) are free from defects in workmanship and material, when the product is used for normal consumer use for a period of (refer to the warranty card supplied with your particular product for the related coverage period) from the date of purchase as evidenced by your proof of purchase (“Warranty Term”); and b) will, when the product is used for normal consumer use, comply with the manufacturer's specifications during the Warranty Term.
1.4 Motherworld agrees to repair or replace at Motherworld cost, the product, and any accessory supplied with the product, which is proven upon inspection by Motherworld or a Motherworld Authorised Service Agent not to comply with either warranty contained in clause 1.3. Any decision to repair or replace a product is to be made by Motherworld in its absolute discretion. The extent of any repair will be to rectify any defect in workmanship and materials or to ensure that the product complies with the manufacturer’s specifications.
1.5 To make a claim under this Standard Warranty you will need to: a) Return the product within the Warranty Term to the place of purchase together with your proof of purchase, where the retailer will provide you with assistance to make your claim; or b) Contact Motherworld Customer Care Centre on 03 5222 2483 during the Warranty Term to register your claim and provide the details to enable Motherworld to assess the claim.
1.6 You may also be required to make the product available to Motherworld or a Motherworld Authorised Service Agent. If you are required to return the product to a Motherworld Authorised Service Agent, Motherworld will provide details of the centre closest to you. Unless Motherworld decides otherwise you are responsible for any costs associated with returning the product to Motherworld. The product will be at your risk whilst in transit to and from the Motherworld or Motherworld Authorised Service Agent, unless transported by Motherworld or its agents.
1.7 In order for your claim to be processed you will need to provide to Motherworld with an original proof of purchase. For example an original retailer purchases receipt, bill of sale, invoice, lay-by docket, credit card receipt or similar proof of purchase.
1.8 If Motherworld decide to repair a product, this product may be replaced by refurbished products of the same type rather than being repaired. Refurbished parts may be used to repair the product. Replacement of the product or a part does not extend or restart the Warranty Term.
1.9 Exclusions a) This Standard Warranty does not cover products purchased as an ex-display, without being checked by Motherworld or Motherworld Authorised Service Agents. b) This Standard Warranty does not cover faults or defects caused by: i. Unsuitable, improper use or use not in accordance with the manufactures specifications; ii. Incorrect installation or installation not in accordance with instructions provided; iii. Normal wear and tear; iv. Inadequate or complete lack of maintenance; v. Chemical, electrochemical or electrical influences; or vi. Harsh detergents or abrasive cleaners used on product finishes. c) To the fullest extent permitted by law, Motherworld excludes all liability for damage or injury to any person, damage to any property, and any indirect consequential or other loss or damage. To contact Motherworld or, to find the nearest Motherworld Authorised Service Agent, please contact Motherworld on 03 5222 2483, email email@example.com or write to Motherworld, 49 Pakington Street, Geelong West, VIC 3218 Australia.