To lodge a warranty claim:
Simply contact our Support team through the Pellynow.com chat feature on the website dashboard and provide our team with a description of the fault or error. To assist our team in providing you with a fast resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
Our Support team will review your claim and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
If it is determined via troubleshooting that your product may be faulty or defective, our team will provide instructions to have the product returned for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you. For larger items, an on-site assessment may be arranged.
Once we have received the product, our experienced technicians will assess it and determine how to best resolve the issue.
Pellynow.com is exclusively online and as such we do not have physical retail stores where you can return faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:
ENQUIRY & TROUBLESHOOTING
Our Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item. To assist our team resolve your issue as quickly as possible, please include photos and/or video of the issue when you contact us through the Pellynow.com chat feature.
If necessary your item may need to be returned. Smaller items are typically returned via Sendle delivery services, while large items will be collected by courier or our repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process.
Your item will be assessed by our technicians or sent to the manufacturer. While we endeavour to complete all assessments as quickly as possible, we request that you allow up to 10 business days once we have received the item.
REPAIR OR REPLACEMENT
We will repair your product where possible and may need to order parts that are required to complete this. We will replace the product if necessary.
We will deliver any repaired items back to you or arrange a replacement if necessary. If a refund is to be issued, this will be completed by reversing the original transaction. The faulty item will become the property of Pellynow.com.