Guarantee & Repairs Policy

1 Purpose

This Guarantee & Repairs Policy explains the legal guarantees applicable to Aeropick products and the support available should a product require repair or replacement.

It forms part of the Aeropick Terms & Conditions.

2 Legal Guarantees

Aeropick products are covered by the consumer protection laws applicable in the country where they are sold.

For customers in the European Union, this includes the legal guarantee of conformity for a period of two years from delivery.

Customers outside the European Union are protected by the applicable consumer protection laws in their respective jurisdictions.

Nothing in this policy limits any statutory rights granted to consumers under applicable law.

3 What the Guarantee Covers

Where required under applicable consumer protection law, Aeropick will provide the appropriate remedy if a product presents:

• A manufacturing defect.
• A defect in materials or workmanship.
• A lack of conformity existing at the time of delivery.
• Another issue covered by applicable consumer protection legislation.

The appropriate remedy will be determined in accordance with applicable law and the circumstances of the individual case.

4 What the Guarantee Does Not Cover

Unless otherwise required by applicable law, the legal guarantee does not extend to:

• Normal wear resulting from ordinary use.
• Accidental damage.
• Misuse or neglect.
• Improper assembly.
• Improper storage.
• Failure to follow the Care & Use Policy.
• Modifications or repairs carried out by unauthorised third parties.
• Damage resulting from circumstances outside the product's intended use.

Minor variations arising from handcrafted production, natural materials or normal manufacturing tolerances are not considered defects.

5 Making a Claim

If a customer believes a product is affected by a manufacturing defect or conformity issue, they should contact Aeropick as soon as reasonably possible.

Where reasonably possible, the customer should provide:

• Order number.
• Photographs of the product.
• A description of the issue.
• A short video where this helps illustrate the problem.

Aeropick may request additional information where necessary to assess the claim.

6 Assessment

Each claim is reviewed individually.

Where appropriate, Aeropick may request additional photographs, videos or other information before determining the most appropriate course of action.

In some cases, the product may need to be returned for inspection.

Return instructions will always be provided before a product is returned.

7 Available Remedies

Depending on the nature of the issue and the applicable consumer protection laws, Aeropick may provide one or more of the following remedies:

• Replacement parts.
• Repair.
• Replacement of the product.
• Refund.
• Another remedy required under applicable law.

The most appropriate solution will be determined after assessment of the individual claim.

8 Repairs Outside the Legal Guarantee

Even after the applicable legal guarantee period has expired, customers are encouraged to contact Aeropick if their product requires attention.

Where reasonably possible, Aeropick will review the issue and advise whether a repair, replacement part or paid service solution may be available.

Availability depends on factors including the nature of the issue, the condition of the product, the availability of replacement parts and operational feasibility.

9 Replacement Parts

Replacement parts may be available for certain products.

Availability depends on the specific part, the age of the product and current production.

Customers should contact Aeropick with details of the required part.

Aeropick will advise on availability, pricing where applicable and the most appropriate solution.

10 Transport Damage

Damage occurring during transport should be reported to Aeropick within 48 hours of delivery.

Customers should retain all original packaging until the claim has been reviewed.

To assist with the assessment, Aeropick may request:

• Photographs of the packaging.
• Photographs of the product.
• A short video showing the damage.

Aeropick will determine the appropriate remedy after reviewing the information provided.

11 Repairs by Third Parties

Customers should contact Aeropick before arranging repairs through a third party.

Unauthorised repairs or modifications may affect the remedies available under applicable consumer protection law where permitted by law.

12 Questions About Guarantees & Repairs

Customers with questions regarding their product are encouraged to contact Aeropick.

Where reasonably possible, enquiries should include:

• Order number.
• Photographs of the product.
• A description of the issue.

Providing this information will help Aeropick assess the situation and provide the most appropriate assistance.

13 Replacement Products

If Aeropick replaces a product under this policy, the replacement product may be:

• The same finish and specification, where available.
• The closest equivalent available at the time.

If an identical replacement product is no longer available because the original edition or finish has been discontinued, Aeropick will discuss the available options with the customer before proceeding.