While all our products have been designed to withstand the ins and outs of daily life with a baby, we also provide you with a 12 Month Warranty to cover against faults in materials and workmanship when your products are used under normal conditions, according to our user manuals and technical specifications.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 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.
The 12 Month Warranty period starts from the date your product(s) are dispatched from our warehouse. This includes stock that is purchased via pre-sale (for example items that are out of stock or newly launching products). Please note that for a claim to be valid, it must be made within the claims period and must be made by the original purchaser (warranties are non-transferable).
There are a few circumstances under which the warranty is not valid; including:
- Defects resulting from improper care or use
- If you have purchased the product second hand (warranty is void if original purchaser has on-sold to another party within warranty period)
- If you have purchased from an unauthorised distributor
- Normal wear and tear including scratches to the pram frame
- Faulty or incorrect assembly
- Using a part or accessory that is not compatible with the product and/or not manufactured by Redsbaby
- Tyre punctures
- Damage to handlebar grips or fabrics as a result of normal handling and daily use.
For a full list of what is covered and what is excluded from the warranty, please read our Terms and Conditions. Please ensure you follow the assembly instructions, which can be found in the instruction manuals. You can also view assembly videos for the JIVE and METRO, and all of our legacy products.
How To Make A Warranty Claim
Send an email to email@example.com to notify us of your warranty claim. To validate your warranty claim we will require you to include in your email:
- a description of the warranty defect and photographs;
- your contact details;
- attached invoice with order number; and
- product batch number (the batch number is printed on a sticker that is located on the crossbar above the shopping basket on the stroller frame).
The more detailed you are with your description of the defect, the more quickly we will be able to repair your product. Sometimes we will be able to send you the spare parts to assemble yourself, rather than sending the whole product in for repair - so you can be out and about with your stroller and bub faster.
We will respond to your warranty claim within seven (7) business days and depending on the nature of the warranty claim, arrange collection of the product from your nominated address. Collection will take place on a business day (i.e. not a public holiday or weekend within your state or territory) between 8am and 5.30pm. Please take care to repack the product in secure and stable packaging to avoid any damage occurring in the returns transit. We do not take responsibility for any damage that occurs in transit to and from our pram repairer.
Once our pram repairer has received the product they will inspect and confirm the reported defect. We will then contact you with further information surrounding the repair such as the estimated turn around time.
Please ensure you read the full Terms and Conditions surrounding our warranty which can be found under '6. WARRANTIES'. If you have any questions, please feel free to Contact Us.
Please note that if you require replacement or warranty parts to be shipped internationally within the warranty claim period, Redsbaby will provide you with replacement parts; however, the international shipping cost will be passed onto the customer making the claim. As we provide free shipping on all replacement parts within Australia when made within the warranty claims period, we will deduct the amount from the international shipping charge equivalent to the original shipping fee charged on the original order to the Customer to subsidise the international shipping fee.
We have partnered with Pramfix, who are our Official Repair Agent with a repair network all over Australia for your repair needs.
If your product is still within its 12-month warranty period, and adheres to the terms and conditions of the warranty period, your product will be repaired free of charge. For more information on making a warranty claim, read the warranty section of our website.
If your product is outside of the warranty period, then you can still arrange the repair of your product by contacting Pramfix directly on the details provided below:
Ph: 1300 308 435
If your product is out of warranty and you require spare parts that are easy to assemble yourself (for example a bumper bar, canopy rods, wheels or chassis) we may be able to send these to you. This will save you time and money on sending your stroller away for repair. Please send an email to firstname.lastname@example.org and include the spare part and any images if possible, that you would like to enquire about.