Warranty & Claims

Lanplus Australia backs the products we sell with a return-to-base warranty, in addition to your rights under the Australian Consumer Law.

Warranty periods

The warranty period starts on the date of purchase. Where a product page states a different period, the product page applies.

How to make a claim

1. Email sales@lanplus.com.au with your order number and a description of the fault.
2. Attach clear photos or a short video showing the fault, and the serial number or product label where the product has one.
3. We reply within 3 business days with troubleshooting steps or return instructions.
4. Return the item to our Melbourne warehouse only after we send you return instructions.
5. We assess the item and repair it, replace it or refund you, as appropriate. A refund covers the full amount you paid, including the original shipping charge.

Please do not send an item back before you receive return instructions. Unannounced returns may be delayed or refused by the carrier.

Return shipping

These rules apply both within and after the first 30 days of delivery, for the length of the warranty period.

• Confirmed product fault: we pay the return shipping cost.
• Incorrect item ordered, or no fault found: the buyer pays the return shipping cost.

If we find no fault with a returned item, we will contact you before sending it back.

Returning lithium batteries safely

Lithium batteries are classed as dangerous goods for transport. Before you send one back:

• Wait for our return instructions. We will tell you which carrier and service to use.
• Do not ship a battery that is swollen, leaking, punctured or heat-damaged. Contact us first.
• Cover the terminals so they cannot short-circuit, and pack the battery firmly in a strong box.
• Use the original packaging where possible.

What the warranty does not cover

• Damage from misuse, incorrect installation, reverse polarity, overcharging or use with an unsuitable charger.
• Physical damage, water damage or modification after delivery.
• Normal loss of capacity through use and age.
• Products bought as used or pre-owned, beyond the condition and warranty stated on the product page.
• Incorrect product choice. Please check voltage, dimensions, terminals and compatibility before you order.

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.

Contact

Lanplus Australia, Factory 2-3, 163 Bamfield Road, Heidelberg West VIC 3081.
Phone 03 9459 7206. Email sales@lanplus.com.au.
Monday to Friday, 10:00am to 5:00pm.

For change-of-mind returns, see Returns & Refunds.