I just received my order, but it is faulty, what do I do?
All products purchased from SafeFlame.com.au come with varying warranties. However, there are odd occasions where item do not work as intended or get damaged in transit. If this should happen1, please contact our Customer Service Team at 1300 882 332 and give a full detailed description of your claim, as well as your Order Number (if applicable). You will be asked to fill out our Warranty Claim Form, which can be accessed from the ‘Enquiries’ tab at the top of the page.
Depending on your claim, our customer service team will determine how best to resolve your warranty claim with the minimum inconvenience to you.
If it is found that the item you received is faulty then we will exchange it at no cost to you.
Please note that replacement goods cannot be shipped until stock in question is returned. All returned stock must be accompanied with an RA (Return Authorisation) Number.
In the event that we are out of stock, a full refund, credit or exchange can be provided.
Does an item I am looking to buy come with a warranty?
All SafeFlame products come with a 12 month Warranty that covers faults not related to misuse.
If I need to return my item, who pays for the postage costs?
Should you goods arrive faulty or within the DOA period (14 days from dispatch) all return shipping costs will be covered SafeFlame.
Any claims made after the DOA period will need be covered by YOU the sender. The reason we ask this is because we may be unable to determine whether the fault is due to a production error or through customer misuse.
Can I still return my item if I no longer have the original packaging?
DOA - No, any claims against damage in transit or DOA will need to be accompanied with original packaging intact
Warranty Claim – Yes, you can return your goods without original packaging, but please ensure that they are securely packaged to prevent any further potential damages.
Can I return my item to your office for an exchange or refund?
Yes you are able to drop off items to be exchanged or refunded at our office, our address is:
Unit 27 | 28 Barcoo Street
CHATSWOOD NSW 2067
1300 882 332
SafeFlame's office hours are Monday – Friday, 9am – 5pm, excepting public holidays. It is advised that you please call before coming to the office.
What is the procedure for sending Faulty & Warranty Replacements?
Contact our Customer Service Team/ fill out the Warranty Claim Form
Provide all claim details & order number
SafeFlame will issue you a RA (Return Authorisation)
Arrange to have the items in question returned within 14 days
Once received SafeFlame will evaluate the claim & issue Credit Note, Exchange Notice or Refund.