Knc assist Warranty and Refunds

Knc Assist Warranty, Refund and Return Policy for customers (Warranty Policy)

In this policy, "you" or "you're" refers to a Customer, and "us", "our", or "we" refer to Knc Assist and our suppliers. Where there are exceptions to Knc Assist's Warranty Policy (including because Supplier specific warranty, refund, and returns policies are different to this policy), this is noted in this Warranty Policy.

Warranty for products sold through Knc Assist

1. All products sold through the Knc Assist Platform come with guarantees that cannot be excluded under the Australian Consumer Law. Our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

2. In addition to a customer's rights under the Australian Consumer Law, Knc Assist offers a 12-month warranty on products sold through the Knc Assist Platform which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

a. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;

b. about accessories or bonus gifts (as noted as such in a product listing); or

c. if the fault or damage is due to:

i. normal wear and tear.

ii. damage arising from improper assembly or modification of the product.

iii. damage arising from abnormal use or abuse of the product.

iv. damage, wear, and tear because of improper or lack of maintenance  and/or care of the product (e.g., of fabric, leather or timber); or

v. damage to external product packaging only.

3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

a. send missing parts (if applicable);

b. suggest a method of self-repair (if applicable).

c. replace the product (subject to availability);

d. offer an alternative product; or

e. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts only

Change of mind or damaged packaging IS NOT A WARRANTY CLAIM. See below

4. Warranty claims should be sent to us via the Knc Assist website- "My Account"- Email link

5. The email must include the following: Subject Warranty Claim 

a. order number.

b. the quantity of each product and/or part missing, faulty or damaged; and

c. an image or video (of acceptable quality) of the product that clearly shows:

i. the fault or damage (if applicable).

ii. what part is missing (if applicable).

iii. the product in the original packaging (if applicable); and/or

iv. the product's instruction manual with the fault or damage and/or missing part indicated, for example, by circling the area damaged or from which a part is missing (if applicable).

6. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered acceptable quality as we cannot make a clear assessment of alleged faults or damage. As a fraud prevention method, One (1) image must contain a copy of your photo id that matches the payment method and a printed copy of the paid-in-full receipt sent to your email when you purchased the product with the product. 

In addition to the above-required information in (sections 5, 6), please include a brief written explanation of the fault or damage and what you request to be done to remedy the issue, i.e. refund, credit or replacement of parts/product.

7. A customer should only dispose of product/s or items after a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to Australian Consumer Law, to not provide a credit, replacement or refund in cases where the customer disposes of goods before a warranty claim has been finalised and you, the customer, have been advised in writing of the outcome.

8. Please note that You MUST only return the product or items to us or suppliers if instructed to do so in writing. If we need the product or item returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or the return label has not been provided beforehand. 

9. For missing parts, once we have received the necessary details and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed that the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to (14) fourteen working days or more. And please note that we have no control over the time it takes to be delivered by post courier or freight providers. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under Australian Consumer Law.

10. Any delivery delay should be reported by you to us within 30 working days from the date of dispatch. Our courier partner will investigate any delivery delay, which can take up to (5) five working days. If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with Australian Consumer Laws. 

Due to ongoing COVID restrictions in place in different states and countries, and unforeseen occurrences of natural disasters or industrial and civil action from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Refund, return and replacement procedure for damaged/faulty goods or missing parts

11. If you, the customer, is entitled to a refund, we will advise if the product needs to be returned by the customer. Refunds will only be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.

12. If a customer is entitled to a replacement or spare part, we will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part but:

a. there is an address discrepancy with the order (which is due to the customer's error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and a re-delivery fee will be imposed by us on you for any products returned to us as the sender; and/or

b. an incorrect product is returned to either Knc Assist's or the Supplier's warehouse; Neither Knc Assist nor the Supplier will be responsible for these products or have any obligation to return these to the customer.

Change of mind refund 

13. We do not accept change of mind refund requests for:

a. health and safety products.

b. bulk purchases (including by pallet or pick up); or

c. products that have been opened (i.e. are not unopened in their original packaging).

14. Otherwise, we only consider a change of mind refund request if this is made within seven days after the item is delivered to the customer's address. You must notify us of a change of mind refund request within these seven days. If this does not occur, the change of mind refund request could be rejected.

15. Some Suppliers' products are subject to a different change of mind policy to that contained in this Warranty Policy. Supplier product SKUs starting with V28, V40, V63 and V77 have separate policies. However, others may occasionally have different policies, and you must refer to a product listing to confirm the applicable change of mind refund policy.

16. All items returned to Knc Assist or a Supplier because of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.

Change of mind request procedure

17. You must consult with us First about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.

18. Please send a message via the Knc Assist website- "My Account" Email link" with the required pictures or video (of acceptable quality,y not thumbnails) that shows the condition of the received product and an explanation about why you would like to return the product, and if the item is eligible for a refund.

19. Returns due to a change of mind packaging issue are done at the customer's arrangement.

20. If a change of mind request is accepted, and:

a. you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 15% of the item price and the shipping fee; or

b. you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 15% of the item price and the shipping fee, and you will pay the shipping fee to return the product; and/or

c. If you, the customer change your mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 15% of the item price and the shipping fee. A refund for RTS will be provided after receiving the item at our/supplier warehouse facility.

Product recalls

21. In the event of a product recall, we will advise you of the relevant procedure.

Last updated: 14th of June 2023