Warranty & Consumer Rights

At Aided Living, we take pride in supplying high-quality products that are backed by manufacturer warranties and protected under Australian Consumer Law (ACL). While warranty coverage is provided by the product manufacturer, we are here to support and guide you through the claims process if any issue arises.

Your Rights Under Australian Consumer Law

All goods sold by Aided Living come with guarantees that cannot be excluded under the ACL. You are entitled to:

  • A replacement or refund for a major product failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement if goods do not meet acceptable quality standards and the failure is not considered major

These rights apply automatically and independently of any manufacturer warranties.

Manufacturer Warranty Coverage

Most products offered by Aided Living come with a manufacturer’s warranty. The warranty period and coverage details may vary between manufacturers and are typically:

  • 12 months for personal or household use
  • 3 months for commercial use (unless otherwise specified)

The manufacturer is responsible for assessing and approving warranty claims based on the fault, condition, and use of the product.

How Aided Living Supports Your Claim

If you believe your product may be eligible for a warranty claim:

  1. Please review the product manual or listing for warranty terms.
  2. Contact our customer service team using the Contact Us form with your order details and a description of the issue.
  3. We will liaise with the manufacturer on your behalf and keep you informed throughout the process.

We are committed to ensuring all claims are handled fairly and promptly in accordance with the manufacturer's policy and your rights under ACL.

Exclusions & Limitations

Warranty coverage does not include damage caused by:

  • General wear and tear
  • Misuse, abuse, or incorrect operation
  • Neglect or lack of routine maintenance
  • Environmental or accidental damage (e.g., flooding, fire)
  • Repairs or modifications by unauthorised persons

Consumable components and accessories (e.g., batteries, carry bags, hoses, belts, nets, blades, etc.) are not covered under standard warranty once used, unless they are proven to be faulty on arrival. Please contact us prior to using the product if you suspect a defect.

Warranty claims do not apply to items that have been resold or rented for profit.

Resolution Process

Once a claim is submitted, the manufacturer may request the product be returned for assessment. Based on the outcome, the resolution may include:

  • A replacement product
  • A repair or replacement part
  • A partial or full refund

Our team will assist you every step of the way and ensure a fair outcome is reached.

Questions?

If you have any questions or would like help submitting a claim, please reach out via our Contact Us page. We’re here to help.