Assessing a customer enquiry based on our warranty and terms & conditions
Have a read of the T & Cs here: https://au.keepcup.com/terms-and-conditions
In summary, we have a 12-month warranty period that covers all manufacturing and material defects. This excludes wear and tear and surface damage, and damage caused due to misuse.
We will, upon your request, replace any product or part that is received in damaged condition or as a result of our error, provided your request is accompanied by photographic documentation and made within 7 days of receipt of the product.
Please retain the full product, unless otherwise requested, as we will generally only replace the required parts.
No material will be accepted or replacements issued without prior approval to return such products.
For damage that has been caused by fair wear and tear, or use and abuse – the dog ate it, it fell off the top rack of the dishwasher, left it on the roof of my car, dropped it on the floor – we encourage you to purchase replacement parts.
Warranty exclusions and limitations
Notwithstanding all of the above, to the maximum extent permitted by law, KeepCup will not be liable to you (under the Manufacturer's Warranty or otherwise) for any defect or damage caused or partly caused by or arising as a result of:
(a) your failure to properly maintain the products
(b) your failure to follow any instructions or guidelines provided by KeepCup;
(c) any failure to the extent that the failure is not a failure of the product to perform in accordance with its specifications;
(d) any use of the products otherwise than for any application specified in the instructions provided by KeepCup;
(e) the continued use of the products after any defect has become apparent (or would have become apparent to a reasonably prudent user);
(f) fair wear and tear;
(g) damage to the products resulting from negligence, misuse or abuse;
(h) slight colour variations between colour selection samples and finished product;
(i) any accident or act of God; or
(j) if the products and/or workmanship are repaired or altered in any way without KeepCup's prior consent