Warranty, Refund and Return Policy for Customers (Warranty Policy)

In this policy, “you” or “your” refers to a Customer, and “us”, “our”, or “we” refer to Knc Assist and our suppliers. Where there are exceptions to Knc Assist’s Warranty Policy (including because Supplier-specific warranty, refund, and returns policies are different from this policy), this is noted in this Warranty Policy.

Warranty for products sold by Knc Assist

1. All products sold by the Knc Assist Platform come with guarantees that cannot be excluded under the Australian Consumer Law. Our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
2. In addition to a customer’s rights under the Australian Consumer Law, Knc Assist offers a 12-month warranty on products sold through the Knc Assist Platform that are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
   1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
   2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
   3. if the fault or damage is due to:
      1. normal wear and tear.
      2. damage arising from improper assembly or modification of the product.
      3. damage arising from abnormal use or abuse of the product.
      4. damage, wear, and tear because of improper or lack of maintenance and/or care of the product (e.g., of fabric, leather or timber); or
      5. damage to external product packaging only.
3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
   1. send missing parts (if applicable);
   2. suggest a method of self-repair (if applicable).
   3. replace the product (subject to availability);
   4. offer an alternative product; or
   5. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts only

Change of mind or damaged packaging IS NOT A WARRANTY CLAIM, see below

4. Warranty claims should be sent to us via the Knc Assist website- “My Account”- Email link
5. The following must be included in the email: Subject Warranty Claim
   1. order number.
   2. the quantity of each product and/or part missing, faulty or damaged; and
   3. an image or video (of acceptable quality) of the product that clearly shows:
      1. the fault or damage (if applicable).
      2. what part is missing (if applicable).
      3. the product in the original packaging (if applicable); and/or
      4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example, by circling the area damaged or from which a part is missing (if applicable).
6. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage. As a fraud prevention method, one (1) image must contain a copy of your photo ID that matches the payment method and a printed copy of the paid-in-full receipt sent to your email when you purchased the product with the product. In addition to the above required information in (sections 5 and 6), please include a brief written explanation of the fault or damage and what you are requesting to be done to remedy the issue, i.e. refund, credit or replacement of parts/product.
7. A customer should only dispose of product/s or items after a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to Australian Consumer Law, to not provide a credit, replacement or refund in cases where the customer disposes of goods before a warranty claim has been finalised and you, the customer, have been advised in writing of the outcome.
8. Please note that You MUST only return the product or items to us or suppliers if instructed to do so in writing. If we need the product or item returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or the return label has not been provided beforehand.
9. For missing parts, once we have received the necessary details and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed that the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to (14) fourteen working days or more. Please note that we have no control over the time it takes to be delivered by post courier or freight providers. If no spare part is available within a reasonable period, we will provide an alternative solution in line with our obligations under Australian Consumer Law.