Warranty

WARRANTY AGAINST DEFECTS

All products listed on Luponds.com are covered by a manufacturer’s warranty. Where applicable, the warranty period will be displayed on the relevant product page.

All products are supplied under ‘Back to Base’ warranty conditions.
Warranties are non-transferable and apply from the original date of purchase only.

WARRANTY/DAMAGED/SHORT DELIVERY CLAIM PROCESS

If you believe your item is eligible for a warranty claim:

  1. Review Warranty Terms: Confirm your item is within the warranty period and meets all terms.

  2. Prepare Supporting Info: Include proof of purchase, product details (model, serial number), and clear photos/videos of the issue.

  3. Lodge Your Claim: Complete the Warranty Claim Lodgement Form online.

Our support team will respond within 3–5 business days. If more details are required, we will be in touch.

RETURNS POLICY

Defective Product Claim

If a product is found to have a minor defect, we will offer a repair, replacement, or refund.
If the defect is considered major, you are entitled to:

  • Reject the goods and receive a full refund, or

  • Reject the goods and receive an identical replacement (or one of similar value, if available), or

  • Keep the goods and receive compensation for the reduction in value.

If you believe a product is defective (not damaged during transit), complete the Claim Lodgement Form online within 7 days of receiving your order. Supporting photos may be requested to assist with the assessment.

If your claim is accepted and lodged within the 7-day window, return shipping costs will be covered by Luponds.com. Once a product is replaced or refunded, ownership of the returned item transfers to us.

EXCEPTIONS

Refunds, credits, or exchanges will not be provided where:

  • The product was used in a way it was not intended.

  • A change of mind is reported after our 7-day Change of Mind Guarantee has expired.

  • A lower price is found elsewhere after purchase and dispatch.

  • Defects were disclosed at the time of purchase (e.g., clearance or seconds).

  • The goods were purchased for resale.

DAMAGE DURING TRANSIT

If a product is damaged during transit and transit insurance was selected, and you notify us within 7 days of receiving the item, Luponds.com will repair or replace the product at our cost. If no replacement is available, we will offer a comparable product or full refund. 

For transit damage discovered after 7 days, please still email support@diyhq.com.au, and we will assess whether a claim may still proceed based on the circumstances.

WARRANTY CLAIMS

If we determine that your product may be eligible under warranty, the product must be returned to us (see address on the Contact Us page), including:

  • All original packaging

  • Accessories, manuals, and documentation

Bulky items (unsuitable for standard Australia Post) – please contact us for alternative arrangements.

After inspection, we reserve the right to test returned items and request further information. If the item is found to be faulty under warranty, we will cover return freight and supply a replacement or repaired unit.

If we determine the product was misrepresented or is not faulty, the cost of return freight will be charged back to you.

REFUNDS OR CREDITS

If a refund is approved, it will include the total GST-inclusive amount paid for the item. Refunds are only processed once the item has been received and inspected. Refunds may be issued via:

  • Cheque

  • EFT

  • PayPal

  • Store credit

If store credit is accepted, a Credit Note will be issued via email, which can be used toward any future order.

REPLACEMENTS

Where a replacement is approved following a warranty claim, it will be shipped to you at our expense once the faulty item has been received.

SHORT DELIVERY CLAIMS

If you have received your order but found that items are missing (short delivery), please follow the steps below to lodge a claim:

  1. Check the Delivery Note & Packaging

    • Verify the items received against the packing slip/invoice.

    • Double-check all packaging materials to ensure smaller items haven’t been overlooked or caught within the packing.

  2. Report the Issue Within 7 Days

    • Claims for short delivery must be lodged within 7 days of receiving your order. 

  3. Submit a Claim

  4. Claim Review

    • Our team will review your submission and may contact you for additional information.

    • If the claim is approved, we will arrange for the missing item(s) to be shipped out at no extra cost.

  5. Resolution

    • A replacement item will be dispatched, or a credit/refund will be issued if the item is no longer available.

LIABILITY OF INSTALLATION COSTS

Some products require professional installation. As installation is performed by third parties under site-specific conditions, labour and material costs associated with installation are not covered under any warranty claim, to the extent permitted by law.