Warranty Policy
How do I make a warranty claim?
Please open a dispute in our RESOLUTION CENTRE so that we can resolve your problem as quickly as possible.
Most disputes can be resolved through communication and it's best to contact us as soon as you recognise a potential problem.
After being returned and processed you shall be notified as to whether the goods will be replaced with new equivalents or repaired.
In the event the item is found functional and not faulty you will need to cover the cost of return shipping of the item.
What is covered under warranty?
Under Australian Consumer Law (ACL) all goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
What is not covered under warranty?
All Harris Stability Systems products are covered under some form of basic manufacture warranty Under ACL. Additionally some items are eligible for an Extended Limited Lifetime Warranty. In most cases any misuse of a product or deliberate damage is not covered.
Examples of what will not be covered due to misuse:
# Threading of screws in a lever will not be covered as it has happened from misuse of assembly
# Wearing an item to tight, resulting in an item being damaged
# Undersizing knee sleeves, weather on purpose or by accident resulting in a structural tear will not be covered as this has happened from missus of sizing
If it is unclear who is at fault
If it is unclear to determine who is at fault via correspondence with a customer the item will need to be inspected by us. In this case the customer will be required to cover the cost of the return shipping. You should keep the receipts for these costs because if the returned product is later confirmed to have a fault - whether major or minor - you can recover your reasonable postage costs from us. In the event the item is found functional and not faulty you will need to cover the cost of return shipping back to you for the item.
Extended Limited Lifetime Warranty
Some items sold by Harris have an Extended Limited Lifetime Warranty. This warranty extends the warranty period of the item for the lifetime of its use by the original purchaser. Warranty claims made after the initial 12 month period require the customer to cover all shipping costs to and from Harris. Some of these items require the user to do basic maintenance; eg. Screws on a lever need to be tightened from time to time. In most cases any misuse of a product or deliberate damage is not covered.
Examples of what will not be covered due to misuse:
# Threading of screws in a lever will not be covered as it has happened from misuse of assembly
Examples of what will not be covered under limited lifetime warranty due to basic maintenance not being carried out:
# Loosing screws, these items require basic user maintenance over the life of the product to maintain its serviceability
Who is covered under warranty? What proof of purchase is needed?
Only the original purchaser is covered under warranty. You will be required to provide the original proof of purchase that clearly states the item in question and that the item was paid for in full.
When do items need to be returned by?
Returning warranted goods can be returned after a dispute has been raised in the RESOLUTION CENTRE. Please add a small note to the return that clearly states the invoice number and the reason for return. Returning goods must be returned within 60 days of the Invoice date as per Australian Consumer Law (ACL). All discrepancies with your purchase must be notified within 24 hours. Any incorrect, missing or damaged items received must be reported to us within 24 hours of your receiving the delivery. (Please quote the invoice number for reference).
Shipping for returns?
Freight costs are normally paid by the customer except for faulty goods or incorrectly shipped goods which may or may not be prepaid by the distributor. As a general rule, if the item can be posted or easily returned, you should cover the initial cost of returning faulty products to the supplier. You should keep the receipts for those costs because if the returned products are later confirmed to have a fault - whether major or minor - you can recover your reasonable postage or transportation costs from the seller.
Packing materials?
Products do not need to be in their original packaging to be returned. You may, however, need to ensure the products are adequately protected for posting or collection.
