【 Australia / New Zealand 】

Warranty and Repair Claims

All products purchased from OurDearHome and delivered to Australia or New Zealand come with a 1-year limited manufacturer’s warranty. The warranty period starts from the date of delivery and is based on the delivery record or relevant proof of purchase. This warranty generally does not cover consumable items, normal wear and tear, or cosmetic damage that does not affect the normal function of the product, such as minor scratches, signs of use, or natural wear.

Rights under Australian Consumer Law

This warranty is an additional benefit provided by the manufacturer or OurDearHome. It does not limit, exclude or replace any statutory rights you may have under the Australian Consumer Law.

How to Submit a Warranty Claim

If your product becomes damaged, does not operate properly, or if you believe the product is defective during the warranty period, please contact us by email at order@ourdearhome.com. To help us process your claim as quickly as possible, please provide the following information:

• Proof of purchase, such as a receipt, order confirmation email or tax invoice
• Order number
• Product brand, model number or product name
• Description of the issue
• Photos or videos showing the issue, if applicable
• Product serial number, if applicable
• Your full name, address and contact number

After receiving the information, we will carry out an initial assessment and provide further instructions based on the product brand, manufacturer’s requirements and the circumstances of the case. Please do not send the product to the OurDearHome Australia returns / repair centre before receiving our confirmation and return instructions. Items sent without prior confirmation may result in delays, loss, or the claim being unable to be processed.

Repair Arrangements

Depending on the product brand and the circumstances of the case, we may instruct you to send the product to the OurDearHome Australia returns / repair centre or another designated location for inspection or repair. The return address will be provided after the warranty claim has been initially assessed.

If the warranty claim is approved and the issue is covered by the manufacturer’s warranty or Australian Consumer Law, we will cover reasonable and necessary inspection, repair, replacement and related shipping costs. Please keep all relevant postage or transport receipts so that we can follow up accordingly.

Situations Not Covered by Warranty

The manufacturer’s warranty or any additional warranty generally does not apply in the following situations:

• Misuse, negligence, accidental damage or improper handling
• Failure to follow the product instructions, warnings or user guide
• Unauthorised repair, modification, disassembly or alteration of the product
• Normal wear and tear, cosmetic wear, or minor damage that does not affect functionality
• Damage caused by improper installation, storage, cleaning or maintenance
• Commercial use, non-domestic use, or use beyond the product’s intended purpose, unless the product is clearly stated to be suitable for such use
• Gifts, promotional items or complimentary products, unless otherwise required under Australian Consumer Law

The above exclusions apply only to the manufacturer’s warranty or any additional warranty, and do not limit any rights you may have under Australian Consumer Law.

Important Notice

This page mainly explains the warranty, inspection and repair arrangements for the Australia / New Zealand region. For information regarding returns, refunds, order cancellations, change of mind, or damaged / incorrect products received, please refer to our Returns, Exchanges and Refunds Policy.

If you have any questions, please contact us by email at order@ourdearhome.com. We will reply to you as soon as possible. Thank you.