Warranty Policy

Online Warranty Returns

All goods supplied by Naturexplore are guaranteed by Naturexplore and the manufacturer of the goods. Warranty periods vary according to the product.  Warranties only apply to goods supplied within Australia for personal use.

The warranty covers manufacturing faults or defects in the original product.  Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of God are not covered by warranty.

As displayed on the warranty section of some of our products, certain brands offer a lifetime warranty of the product. The term Lifetime is determined by the average lifetime of the fabrics, material and components of the product. As with all items, over time they will wear from use at a natural rate and from exposure to the elements, the lifetime guarantee of our products will depend on how well they are cared for and how they are used.

The first step to get a warranty return underway is to contact Naturexplore: info@naturexplore.com.au with your details, a description of the problem and some photos of the issue.  From these details, Naturexplore will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return.

When an item is returned it will be inspected by Naturexplore or the manufacturer to confirm its eligibility for a warranty claim.  Once deemed as a warranty issue it will be classified by Naturexplore or the manufacturer as either a minor or major fault.  In the case of a minor fault, the item will be repaired or replaced and for a major fault, the item will be either replaced or refunded.

If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.

If a product is found to be faulty within 14 days of delivery, and Naturexplore is notified within this time frame, Naturexplore will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue. 

If a product is found not to be faulty after 14 days from delivery Naturexplore will offer the use of our great freight account rates and any shipping required will be charged to the customer. Alternatively, the customer can make their own shipping arrangements to return the item at their expense. Items may also be returned in person to Naturexplore store for inspection. In some instances, an item may not need to be returned but rather spare parts can be supplied directly to the customer.

 

Damaged in Transit
If a product arrives and is found to be damaged within 14 days of delivery, and Naturexplore is notified within this time frame, Naturexplore will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.

Depending on the type and extent of the damage Naturexplore may decide to send the customer spare parts or the customer will be given a choice of either a replacement or a discount on the damaged item.

 

Lost in Transit
An item is deemed as lost in transit once our investigation period with the carrier, (currently at 15 business days due to carrier delays) has elapsed. Once deemed as lost in transit Naturexplore will organise for a replacement to be shipped or a refund to be processed and the original items returned to sender once found.