RETURNS POLICY AND PRODUCT WARRANTY
Last Updated: 1 December 2021
LIMITED PRODUCT WARRANTY
We know that you will love running your BONZAI product. To help ensure you have the best experience possible we offer a one year warranty covering defects in materials, workmanship and assembly on all of our products.
Please note this warranty does not cover damage from misuse, accident, negligent, inappropriate or improper operation, maintenance, installation, modification or adjustment. Any warranty claim will be assessed by our team and their decision on whether any defect is covered by this warranty is final and may not be disputed.
In order to complete the warranty service process completely, please contact us at [email protected] for instructions on how to make a warranty claim, including the relevant warranty form to complete and send back to us.
THE ITEM I ORDERED ARRIVED DAMAGED, FAULTY OR DOESN’T WORK AS INTENDED
If your item has arrived and is faulty, damaged, or not working as intended, please notify us within 7 days. Once you have notified us, we will arrange for the return of the product for assessment. Once we have confirmed the damage or fault, it will be repaired or replaced free of charge.
For fast processing of your return, please ensure the following:
You retain the original packaging, including the BONZAI RC box or
satchel
I’VE HAD MY ITEM FOR A WHILE, BUT IT NO LONGER WORKS AS DESCRIBED.
Please refer to our product warranty statement above. If your item becomes faulty within the warranty period, we will assist wherever possible to repair or replace your item. We are committed to protecting your rights under the Consumer Guarantees Act, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.
For the fast processing of your return, please ensure the following:
– You provide the original packaging (if you still have it)
You accurately describe the fault or damage (this will ensure our repair agents can reproduce the fault or error)
You attach clear photographs of the damage
You provide the serial number for electronics and computer items
You provide any passwords (or remove passwords) that may be required to gain access and reproduce a fault
I’VE CHANGED MY MIND AND NO LONGER WANT THE ITEM I ORDERED
If you’ve changed your mind you can return your item as long as it’s unopened, in mint condition and returned within 14 days of delivery. If the item does not arrive in this condition, we reserve the right to reject the return or may at its sole discretion apply a 20% restocking fee/damaged return fee, which will be deducted from any credit issued.
The shipping for the return will also be at the cost of the buyer. Once we've received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item. Account credit for change of mind returns will expire 12 months after the date of issue.
THE ITEM I RECEIVED IS NOT THE ITEM I ORDERED
Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. Please arrange to return the item to us for assessment.
If you ordered a product designed to work with another product, and upon opening the product you discover they are incompatible, we will accept a return if:
– there was an error on our Website or product description
– the product description lacked information that would reasonably be required to determine compatibility
If the incompatibility of products could be reasonably determined by reading the product description, we may accept the return back at our sole discretion. In some cases a 20% restocking fee may apply and for the product to be in a resealable condition.
We accept contactless returns. Please check out our returns policy
Please ensure you have contacted our team for a return reference number and to confirm a time and address for drop off of the return.
Please package up your return and record the return reference on the packaging.
Please note we are unable to offer replacements or refunds on the spot, our team will need to assess the item and will be in touch as soon as possible.
