Warranty Support and Information
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SPO Film Warranty
Product Warranty Conditions/ Support
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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 for compensation for any other reasonable 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. All goods are shipped in a fit for purpose state and accurately described.
NEHOCdirect supply Goods (including machines, kits and packages) listed on the Site with item specific warranty conditions. Specific conditions may require the customer to comply with usage, best before date, cleaning or other schedule to maintain the product performance and warranty condition. Where a Customer does not apply warranty conditions, suitability of usage may be deemed to have occurred.
- Refer to the Product you intend to purchase for the relevant terms and conditions of warranty (‘Warranty Terms’).
The original warranty form is not required to register a product warranty with NEHOCdirect.
NEHOCdirect reserve the right to request a warranty registration/ validation, including proof of purchase, prior to warranty support made available to the Customer.
All claims for Warranty should be lodged online through the NEHOCdirect Resolution Centre.
Step 1 - If you are not already logged in, log into your account now and select Resolution Centre ' from the menu.
Step 2 - Click the 'Open a New Dispute' button to begin the process.
Step 3 - Select 'Item Dispute', then click continue to proceed.
Step 4 - Select type of dispute 'Warranty Claim', then select the Order ID associated with the claim from the list.
This process ensures we have all the right information straight away and you can track the progress of your claim online at any time.
SPO is a consumable product with an 18 month shelf life from time of packaging. SPO film does not expire at this time. It is recommended SPO film is used prior to this date. All SPO film is packed in a protective storage bag (black UV blocking plastic bag) to protect the product for the full 18 months prior to opening. SPO Film is a consumable product, as once opened by the customer it is designed to be used immediately.
Suitability of usage applies to all consumable parts and items in a kit or package. Correct handling and usage is required to validate any warranty claim.
Incorrect exposure of SPO film to U.V. does not validate a warranty claim as this is against proper handling and usage instructions.
All SPO is supplied with a minimum 90 day 'best used before' date as listed on the bag. Where no date is printed/ listed/ stated, 'best used before' date is deemed 90 days from date of original purchase. SPO film does not expire at this time.
- SPO Retail Envelope Packs are supplied for use within 12 Months of purchase. No claims for faulty manufacture recognised after 90 days from original purchase.
- SPO Bulk Packs are supplied for use within 90 days of purchase. No claims for faulty manufacture recognised after 30 days from original purchase.
- SPO Refill Packs are supplied for use within 30 days of purchase. No claims for faulty manufacture recognised after 30 days from original purchase.
Once pack is opened, the customer accepts suitability of usage warranty. The customer must ensure the product is opened away from light and stored correctly as per the instructions and usage guide. Product remains warranted against faulty manufacture.
A Limited Warranty does not exclude all warranties, as all item supplied by NEHOCdirect are warranted against faulty manufacture and are sold suitable for use as the description intends. We do not supply items that are not fit for purpose, all items are sold in a working manner.
A Limited Warranty item will exclude ongoing warranties once opened/ installed/ used.
A Limited Warranty may apply to:
- 2nd hand stock.
- Ex-demo stock.
- Replacement stock.
- Sale stock.
- Clearance items.
- Spare parts.
- Self install of spare parts/ accessories
- Stock for discontinued models and some specials.
Where a 'Limited Warranty' notice appears on the product page, by purchasing the item, you understand and agree the item is:
- Supplied on an 'as is' basis.
- No service, installation, usage or technical support is available on this item.
- Exchange on a defective item is applicable for only 30 days from invoice date.
- May not be supplied in a new condition, may contain marks and/or general wear/ tear for 2nd hand items (as listed or pictured prior to purchase).
- May have passed the original manufacturers warranty period.
- Customer voids all warranties after opening the product or 30 days from invoice, which ever occurs first.
- May have been opened/tested/ used/ checked before supply to ensure suitability.
Some products sold contain warranty conditions with regards to usage/ cleaning/ maintenance/ storage that must be honoured by the customer to maintain the product in suitable condition of usage. The customer is notified of any requirements through warranty conditions (included when product is purchased) and product usage guide.
Where a customer does not perform the required tasks, damage or degraded performance may occur. Suitability of usage may be deemed to have occurred and a warranty claim not applicable where error is usage not product based. Issues are reviewed on a case by case basis upon warranty claim. We always advise a customer if a problem occurs, contact us immediate for free technical and warranty support.
For any warranty support, question or claim, please contact us.
All claims for faulty manufacture, product imperfections or unsuitable quality must be made within 5 days of delivery and/or prior to use.
Where clothing products have been printed, enhanced, embroidered suitability of usage has been accepted by the customer and no refund or exchange is available for change of mind purchases on used products. Our warranty does not extend to any printing or enhancements by the customer.
Clothing returns made within the 30 day period for incorrect ordering/ change of mind purchase will incur a 22% restocking fee. No clothing items will accepted for return unless in original packaging.
Where a manufacturing fault appears after decoration and usage, standard product warranties continue to apply. Returns will be inspected on case by case basis for suitability of usage.