A major fault in the first two years? We send a replacement machine.
We book it the same day the courier collects the faulty one, so you're not waiting for the old machine to travel back to us first.
If there is a major problem in the first two years, we send you a replacement machine. No technician to book in and assess, no long wait on a part, and nothing for you to fit yourself. Our team sorts the faulty one out at our warehouse. For a smaller fault, and for anything after the first two years, we repair the fault or send the part; inside the labour period we fit it at no charge, and after that the part is still covered and the labour is yours.
Your right to choose a refund for a major failure is set out below, and nothing here changes it.
The deck and the belt
The deck and the belt are covered for three years, the same as every other part, when they fail because of a fault in the way they were made rather than because they have worn out through use.
What you need to do
Contact us while the machine is still within the warranty period, with your proof of purchase and a description of the fault, and give us reasonable access to inspect the machine or collect it.
What is not covered
Warranted for use in a private home. Not covered: commercial or hire use; normal wear; a failure that follows from the machine not being lubricated on the schedule in the manual, or from incorrect belt tension or tracking; incorrect assembly; an unregulated power supply; or use above the maximum user weight.
How to claim
Call or email us with your order number and a description of the fault; a photo or short video helps. We will work out whether it is a major problem or a smaller fault, then send a replacement or the part. You can also claim in writing, to the address below.
Who pays
In the first two years a claim costs you nothing. We pay the freight out and back. After that the part is still covered and the freight is yours. If you spend anything we have agreed to cover, email us the receipt and we will reimburse it.
Warranty given by, and the address for claims
ON:PACESuite 1208/530 Little Collins Street
Melbourne VIC 3000
1800 950 743
support@getonpace.com.au
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 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.
The benefits given to you by this warranty are in addition to other rights and remedies you have under the law in relation to the goods.