Warranties
Warranties
Such warranties will only apply to products purchased from Aura Flame where the description of the product on our website (at the time the product is purchased) expressly states that such a warranty applies to that product.
Your rights under the Australian Consumer Law
- be of acceptable quality and not be faulty or unsafe;
- match their description; and
- be fit for their intended purpose.
You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. 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.
| Type of Warranty | Period of Warranty from date of purchase | Further Information |
| Warranty for Burner | 5 years | Subject to the exclusions in this warranty document. |
| Structural Warranty for Fireplaces | 2 years | Subject to the exclusions in this warranty document. |
| Structural Warranty for Firetables | 1 years | Subject to the exclusions in this warranty document. |
| Structural Warranty for Commercial Use Fireplaces | 2 years | Subject to the exclusions in this warranty document. |
Exclusion
Subject to any rights or remedies you may have under the Australian Consumer Law, the warranties listed above do not apply in relation to:
(a) Goods that are relocated from the Customer's original delivery location to any location outside of Aura Flame's Serviceable Area;
(b) Goods which, by their nature or design, can be expected to exhibit minor flaws or variations, for example Goods which are designed to be of a rustic nature where surface details may vary from the imagery or display model;
(c) defects or damage resulting from your negligence, abuse or misuse of the Goods, including inadequate or improper maintenance, exposure to water, direct sunlight, salt air, chemicals, accidents, any use for which the product was not designed or for any ordinary wear-and-tear;
(d) the fabric or leather coverings of Goods, or Goods made up of cane or wicker, unless the sale document provided to you expressly states that a warranty will apply;
(e) your failure to follow the Aura Flame Care Instructions or manufacturer’s instructions or specifications;
(f) any damage caused by a transport carrier that you engage directly (except where pre-approved or expressly recommended by Aura Flame);
(g) any Extreme Use; or
(h) any damage caused by work carried out on or in respect of the Goods by a contractor or third party (except where pre-approved or expressly recommended by Aura Flame).
Claiming under this warranty
If a defect appears in Goods covered by the warranty within the warranty period, you must stop using the Goods immediately. You can claim under this warranty by contacting the Aura Flame Team using the following details:
Online: Submit a Request
Once we receive your claim, one of our representatives will help to determine, acting reasonably, whether the warranty claim is valid and, if it is, will inform you how we will honour it.
We may require you, after you lodge your claim, to provide proof of purchase details, to respond to questions that are designed to assist with determining potential defaults, and to follow our procedures for obtaining warranty service, which may include a physical or virtual inspection of the Goods. You must respond to all requests promptly.
Subject to any rights or remedies that may apply to you under the Australian Consumer Law, we will bear the reasonable delivery cost of any required return of the Goods. However, if we determine that your claim is not valid after receiving and inspecting the Goods, you will be responsible for the cost of return (and any re-delivery) of the Goods.
Remedies
Subject to any rights or remedies that may apply to you under the Australian Consumer Law, if you submit a valid warranty claim, we will, at our option, repair the Goods, refund the cost of the Goods, or replace the Goods with goods that are at least equivalent in function and quality. If Goods (or components of Goods) are replaced, any replacement item becomes your property, and the replaced Goods becomes our property.
