Return & Warranty

Return & Warranty

Fin Shop AU Warranty Guide

Welcome to the Fin Shop AU Warranty Guide. This document provides detailed information about our warranty coverage, claims process, and customer support. We are committed to ensuring your satisfaction with our products and services. This warranty covers any defects in material or workmanship under normal use for a period of 1 year from date of purchase. Fin Shop AU is pleased to offer 5 year warranty on the Alphaeon Ergonomic range.

What is Covered

  • Defects in Materials and Workmanship: Our warranty covers defects in materials or workmanship under normal use for the specified warranty period.
  • Parts Replacement: Replacement of parts if they are found to be defective during the warranty period.

What is Not Covered

  • Misuse and Abuse: Damage resulting from misuse, abuse, or improper handling.
  • Wear and Tear: Normal wear and tear, including cosmetic damage such as scratches or dents.
  • Accidental Damage: Damage caused by accidents, natural disasters, or unauthorized modifications.
  • Unauthorised Repairs: Damage resulting from repairs or modifications not performed by Fin Shop AU or its authorized agents.

How to Make a Warranty Claim

Contact Us

To initiate a warranty claim, please contact our customer service team:
Email: help@finshop.au

Returning Faulty Product within Warranty

If you believe your product is faulty within the warranty period, you can raise a ticket to let us know or visit the store where you purchased the item. The faulty product will need to be returned to FIN Shop for an assessment. Confirmation of the fault is required before the item is repaired, replaced, or refunded. Unfortunately, we cannot send you a replacement before receiving the faulty product.

If the product you returned has been assessed as having no fault, you may be charged a testing and shipping fee.

If we cannot repair your item, we will replace it or refund you. If we can’t replace it, we will refund it, but the freight will not be refunded as it has already been used. Goods presented for repair may be replaced by manufacturer-refurbished goods of the same type rather than repaired, or manufacturer-refurbished parts may be used to repair the goods.

Returning Product That Is Faulty on Arrival (DOA)

Please let us know immediately so our team can organize the faulty product to be shipped back to us for an assessment. Once confirmed to be defective, we will send a replacement to you, or we can offer a refund at our discretion. Returning goods to FIN Shop is the buyer's responsibility to ensure they arrive safely at FIN Shop. For online customers, contact us at help@finshop.au.

Warranty and Return

If you simply change your mind or accidentally bought the wrong item, we can accept a return within 14 days of purchase/delivery (online) with a valid receipt if the following terms and conditions are met:

  • If the item is new, unused, and sealed, there won't be any charge for the restocking fee. ZERO dollar restocking fee.
  • We will not offer a refund, but a credit note will be based on the current price or purchase price, whichever is lower. If the item has been reduced in price since purchase, the lower amount will be the credit note amount. If your item was shipped to you free of charge, please note that we will need to recover the shipping costs that were incurred by FIN Shop to deliver the item to you. The cost we recover will be the same as the original cost of shipping to you, which will be deducted from your credit note.

Returns will not be accepted after 14 days, regardless of whether the item is opened or unopened, unless it is deemed faulty.

  • Payment surcharges will not be refunded (Credit Card, EFT, PayPal, etc.).
  • Shipping costs will not be refunded.
  • The customer’s responsibility is to ensure the item(s) is/are well-packed and safely returned to FIN Shop.
  • Return postage is at the customer's expense.
  • We are not responsible for any damage caused during transit to FIN Shop.
  • All returns will be inspected upon delivery. Any product that is damaged, dropped, broken, scratched, tampered with, or has removed manufacturer product labels will be rejected.
  • FIN Shop records the product serial number at the time of purchase. Therefore, the product serial number of the returned item must match our records and the packaging. Otherwise, the return may be rejected.
  • All returns are subject to FIN Shop approval criteria. Additionally, all returned items need to be checked and ticked off by our in-store staff or online team.

Returning Product Damaged in Transit

If an item was damaged in transit, please get in touch with us immediately so that we can organize the damaged item to be returned for an assessment. Once complete, we will replace or refund it at our discretion.

Returning Product Outside Manufacturer Warranty

Please contact us. Once you have authorization, you can ship the unit back to us, and return shipping costs are the responsibility of the customer.

Returning Incorrectly Shipped Product

Please get in touch with us at help@finshop.au immediately so we can organize the wrong item to be sent back to us at no cost to you. We will ship the correct product back to you after receiving the wrong one, or we can offer a refund at your discretion.

Refund Timeframe

Once we have ascertained that a refund is needed, it can take up to 2 weeks for the amount to be credited to your account. All refunds will be provided back in the original tender. Bank transfers, cheques, and debit cards will be refunded as bank transfers, PayPal payments will be credited back to the PayPal account concerned, and credit card refunds will be processed back onto the original credit card.

Limitation of Liability

To the fullest extent permitted by law, Fin Shop AU is not liable for any incidental or consequential damages arising from the use or inability to use the product. This warranty does not affect your statutory rights under applicable consumer protection laws.

The Australian Consumer Law and Your Rights

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects and perform as expected. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for a period that is reasonable to expect given factors including the cost and quality of the product or any representations made.

This guide is designed to ensure clarity and ease of understanding for our customers. If you have any further questions, please do not hesitate to contact us.