WARRANTY POLICY

WARRANTY POLICY

Effective Date: January 15, 2026

1. INTRODUCTION

At Paws Haven, operated by AFL Group (ABN: 33 688 460 273), we stand behind the quality of our products. This Warranty Policy outlines the warranty coverage provided for products purchased through www.pawshaven.com.au and explains your rights under Australian Consumer Law.

Contact Information:
Paws Haven Warranty Department
Email: info@pawshaven.com.au
Phone: 1300 179 856
Address: Sydney, New South Wales, Australia, 2000

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2. AUSTRALIAN CONSUMER LAW GUARANTEES

2.1 Your Consumer Guarantees

Under the Australian Consumer Law (ACL), all products sold by Paws Haven come with automatic guarantees that cannot be excluded, regardless of any commercial warranty we offer.

These guarantees include that products:

• • Are of acceptable quality

• • Are fit for any purpose you specify to us

• • Match descriptions, samples, and demonstrations

• • Are free from defects

• • Have spare parts and repair facilities available for a reasonable period

For services, guarantees include:

• • Services are provided with acceptable care and skill

• • Services are fit for the specified purpose

• • Services are delivered within a reasonable time

2.2 Rights for Major Failures

You are entitled to a replacement or refund for a major failure, plus compensation for any other reasonably foreseeable loss or damage.

A major failure occurs when:

• • The product has a problem that would have stopped a reasonable consumer from buying it if they had known about it

• • The product is significantly different from the description, sample, or demonstration

• • The product is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time

• • The product is unsafe

2.3 Rights for Minor Failures

For minor failures that can be repaired:

• • We can choose to provide a free repair within a reasonable time

• • If the repair is not completed within a reasonable time, you can:
    
    • • Choose a refund or replacement
    • • Recover reasonable costs of fixing the problem yourself

2.4 Relationship with Commercial Warranties

Our commercial warranties are in addition to your consumer guarantee rights. You can choose to make a claim under either:

• • This Warranty Policy, OR

• • Your Australian Consumer Law rights

The existence of this warranty does not exclude, limit, or modify any consumer guarantees under the ACL.

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3. PAWS HAVEN WARRANTY COVERAGE

3.1 Warranty Periods by Product Category

Furniture:

Living Room Furniture:

• • Sofas and sectionals: 2 years (frame), 1 year (upholstery)

• • Armchairs and recliners: 2 years (mechanism), 1 year (upholstery)

• • Coffee tables and side tables: 1 year

• • Entertainment units and TV stands: 1 year

• • Bookcases and shelving: 1 year

Bedroom Furniture:

• • Bed frames: 2 years

• • Mattresses: As per manufacturer warranty (typically 5-10 years)

• • Wardrobes and dressers: 1 year

• • Bedside tables: 1 year

Dining Furniture:

• • Dining tables: 2 years

• • Dining chairs: 2 years

• • Buffets and sideboards: 1 year

• • Bar stools: 1 year

Office Furniture:

• • Desks: 1 year

• • Office chairs: 2 years (mechanism), 1 year (upholstery)

• • Filing cabinets: 1 year

Outdoor Furniture:

• • Outdoor dining sets: 1 year

• • Outdoor lounge furniture: 1 year

• • Umbrellas and shade: 6 months

• • Cushions and soft furnishings: 6 months

Home Décor & Accessories:

Lighting:

• • Floor lamps and table lamps: 1 year

• • Pendant lights and chandeliers: 1 year

• • LED components: As per manufacturer warranty

• • Light bulbs: 90 days or manufacturer warranty

Mirrors and Wall Art:

• • Mirrors: 6 months

• • Framed art and prints: 6 months

• • Wall sculptures: 6 months

Decorative Accessories:

• • Vases, bowls, and ornaments: 6 months

• • Cushions and throws: 6 months

• • Rugs and floor coverings: 6 months

Bedding & Textiles:

Bedding:

• • Quilt covers and sheet sets: 6 months

• • Pillows: 6 months

• • Quilts and duvets: 1 year

• • Mattress protectors: 1 year

Bath Textiles:

• • Towels and bath mats: 6 months

• • Shower curtains: 6 months

Window Treatments:

• • Curtains and drapes: 6 months

• • Blinds and shades: 1 year

Kitchenware & Dining:

Cookware:

• • Pots and pans: 1 year

• • Bakeware: 1 year

• • Kitchen utensils: 6 months

Tableware:

• • Dinnerware sets: 6 months

• • Glassware: 6 months

• • Cutlery: 1 year

Small Appliances:

• • As per manufacturer warranty (typically 1-2 years)

Storage Solutions:

• • Baskets and bins: 6 months

• • Storage boxes and organizers: 6 months

• • Wardrobes and closet systems: 1 year

3.2 Warranty Commencement

Warranty periods commence from:

• • Date of delivery to your address, OR

• • Date of collection (for click-and-collect orders)

Proof of purchase (order confirmation, receipt, or invoice) is required for all warranty claims.

3.3 Extended Warranties

Optional extended warranty plans may be available for selected products at the time of purchase:

• • Extended coverage beyond standard warranty period

• • Additional protection options

• • Terms and conditions specific to extended warranties apply

• • Separate fees applicable

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4. WHAT IS COVERED

4.1 Covered Defects

This warranty covers defects in:

Materials:

• • Manufacturing defects in materials

• • Faulty components or parts

• • Substandard materials that fail prematurely

Workmanship:

• • Construction defects

• • Assembly errors

• • Poor craftsmanship affecting functionality

• • Finishing defects (excessive peeling, cracking, warping)

Functionality:

• • Mechanisms that fail to operate as designed

• • Structural failures affecting intended use

• • Hardware failures (hinges, drawer slides, etc.)

4.2 Warranty Coverage Includes

For valid warranty claims, we will provide, at our discretion:

Repair:

• • Professional repair of the defect

• • Replacement of faulty parts or components

• • On-site repair where appropriate

• • Pick-up and return of item (for eligible products)

Replacement:

• • Full product replacement with identical or comparable item

• • Replacement of specific components

• • Upgraded model if original is discontinued

Refund:

• • Full purchase price refund

• • Proportional refund based on use and age

• • Refund of delivery charges (for major failures)

Additional Benefits:

• • Reasonable transportation costs

• • Costs of arranging alternative repair

• • Compensation for damages resulting from the defect

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5. WHAT IS NOT COVERED

5.1 Exclusions from Warranty Coverage

This warranty does NOT cover:

Normal Wear and Tear:

• • Gradual deterioration from regular use

• • Fading, discoloration, or color changes over time

• • Minor surface scratches or marks

• • Loosening of joints or connections from normal use

• • Pilling or fabric wear on upholstery

• • Loss of cushion firmness or resilience

• • Natural variations in wood grain, color, or texture

• • Patina development on metals

Misuse and Abuse:

• • Damage from improper use or handling

• • Exceeding weight or load limits

• • Using products for purposes they were not designed for

• • Commercial use of residential-grade products

• • Exposure to extreme temperatures or conditions

• • Outdoor use of indoor products (unless specified as suitable)

Accidents and External Factors:

• • Accidental damage (spills, stains, burns, cuts, tears)

• • Damage from pets or children

• • Fire, flood, or water damage

• • Damage from natural disasters (storms, earthquakes, etc.)

• • Damage during customer transportation

• • Damage from moving or relocation

Improper Care and Maintenance:

• • Failure to follow care instructions

• • Using inappropriate cleaning products

• • Lack of regular maintenance

• • Not following assembly instructions

• • DIY repairs or modifications

Unauthorized Modifications:

• • Alterations not performed by Paws Haven

• • Repairs by unauthorized service providers

• • Customizations that void warranty

• • Removal or replacement of original parts

• • Painting or refinishing (unless defect-related)

Cosmetic Issues:

• • Minor color variations between products

• • Slight dimensional variations within industry standards

• • Natural characteristics of materials (wood grain, stone veining)

• • Variations between display samples and delivered products

• • Texture differences in natural materials

Delivery and Transportation Damage:

• • Damage noted at delivery and not reported within 48 hours

• • Damage during customer pick-up or transportation

• • Damage from improper handling after delivery

Environmental Factors:

• • Damage from sunlight exposure (fading)

• • Humidity or moisture-related issues (in appropriate environments)

• • Mold or mildew from environmental conditions

• • Rust or corrosion from coastal or high-humidity environments

• • Expansion/contraction of materials due to climate

Product-Specific Exclusions:

Upholstered Furniture:

• • Fabric fading from light exposure

• • Pilling (small fiber balls) on fabric

• • Stretching or sagging from use

• • Odors absorbed from environment

• • Snags or pulls from sharp objects

Mattresses:

• • Body impressions less than specified depth (typically 2.5cm)

• • Comfort preference issues

• • Stains or soiling (voids warranty)

• • Damage from improper foundation

Electrical Items:

• • Bulb or battery replacement

• • Damage from power surges (use surge protectors)

• • Incompatibility with electrical systems

Outdoor Products:

• • Weather-related deterioration (requires proper care)

• • Failure to store cushions when not in use

• • Damage from leaving products uncovered

5.2 Voided Warranties

Your warranty becomes void if:

• • Product identification tags or labels are removed

• • Serial numbers are altered or removed

• • Unauthorized repairs or modifications are made

• • Product is resold or transferred (unless transferable warranty)

• • Care instructions are not followed

• • Product is used commercially (unless rated for commercial use)

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6. MAKING A WARRANTY CLAIM

6.1 Claim Requirements

To make a warranty claim, you must:

• • Be the original purchaser (or have transferable warranty)

• • Have proof of purchase from Paws Haven

• • Make the claim within the warranty period

• • Provide evidence of the defect

6.2 Warranty Claim Process

Step 1: Initial Contact

Contact our Warranty Department with:

• • Order number or receipt

• • Product name and model number

• • Date of purchase and delivery

• • Detailed description of the defect

• • Photos or videos clearly showing the issue

• • Any relevant documentation

Contact Methods:

• • Email: info@pawshaven.com.au (include “Warranty Claim” in subject)

• • Phone: 1300 179 856

• • Online: Warranty claim form on our website (if available)

Step 2: Assessment

Our team will:

• • Review your claim within 5 business days

• • May request additional information or photos

• • May arrange inspection (in-person or virtual)

• • Determine if defect is covered under warranty

• • Provide assessment outcome in writing

Step 3: Resolution

If claim is approved:

• • We will determine the appropriate remedy (repair, replace, or refund)

• • Provide timeline for resolution

• • Arrange logistics (collection, repair, delivery)

• • Cover reasonable costs associated with resolution

Step 4: Repair or Replacement

For repairs:

• • Authorized technician will be scheduled

• • On-site or workshop repair as appropriate

• • Parts and labor covered under warranty

• • Updates provided during repair process

For replacements:

• • Identical or comparable product provided

• • Delivery scheduled at no charge

• • Old product collected for disposal

• • Installation assistance if originally provided

Step 5: Completion

Upon resolution:

• • Confirmation email sent

• • Warranty claim reference number provided

• • Feedback survey (optional)

• • Claim record maintained in our system

6.3 Claim Timeline

Stage	Timeframe
Initial contact response	Within 2 business days
Claim assessment	Within 5 business days
Approval decision	Within 7 business days
Repair scheduling	Within 10 business days
Repair completion	Within 30 days (varies by complexity)
Replacement dispatch	Within 7 business days (subject to stock)
Refund processing	Within 10 business days

Note: Timeframes may vary for complex claims, custom products, or items requiring specialist assessment. We will keep you informed of any delays.

6.4 Required Documentation

Please provide:

• • Proof of Purchase: Order confirmation email, receipt, or invoice

• • Photos: Clear images showing the defect from multiple angles

• • Videos: Demonstrating functional issues (if applicable)

• • Product Details: Model number, SKU, or product tag information

• • Incident Description: When issue was discovered, how it occurred

• • Previous Contact: Reference any prior customer service interactions

6.5 Inspection Process

For certain claims, we may require:

Remote Inspection:

• • Video call with customer service representative

• • Guided photo documentation

• • Measurements or testing as directed

On-Site Inspection:

• • Technician visit to your location

• • Scheduled at mutually convenient time

• • Assessment report provided

• • No charge for warranty-covered items

Return to Warehouse:

• • Product collected for detailed inspection

• • Transportation arranged and paid by Paws Haven

• • Thorough examination by specialists

• • Product returned or replaced based on findings

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7. REPAIR AND REPLACEMENT PROCEDURES

7.1 Repair Process

Minor Repairs:

• • Replacement of hardware (handles, hinges, slides)

• • Touch-up of finishes

• • Tightening or adjustment of components

• • May be completed on-site or at service center

Major Repairs:

• • Structural repairs

• • Upholstery replacement

• • Mechanism replacement

• • Typically require workshop facilities

Repair Standards:

• • Genuine or manufacturer-approved parts used

• • Repairs performed by qualified technicians

• • Repairs must restore product to original functionality

• • Cosmetic repairs match original finish as closely as possible

Repair Warranty:

• • Repairs covered for remaining original warranty period

• • Minimum 3 months warranty on repair work

• • Warranty period does not extend due to repair

7.2 Replacement Process

Identical Replacement:

• • Same model and specifications

• • Same color/finish where possible

• • Delivered within standard timeframe

Comparable Replacement:

• • Offered when original is discontinued

• • Equal or greater value

• • Similar functionality and quality

• • Customer approval required before dispatch

Replacement Logistics:

• • Delivery scheduled at no additional cost

• • Old product collected at time of delivery

• • Assembly service provided if originally included

• • Disposal of old product handled by Paws Haven

7.3 Refund Process

Refund Eligibility:

• • Major failure under Australian Consumer Law

• • Product cannot be repaired in reasonable time

• • Multiple repair attempts unsuccessful

• • Replacement not acceptable to customer

• • Product discontinued with no suitable alternative

Refund Amount:

• • Full purchase price for major failures

• • Proportional refund for minor failures (reflecting use and time)

• • Delivery charges (for major failures)

• • Associated costs (removal, installation)

Refund Method:

• • Original payment method

• • Processed within 10 business days of approval

• • Bank processing may add 3-5 business days

Refund Deductions:

• • Fair usage amount may be deducted for minor failures

• • Calculation based on age and condition

• • Clearly explained before processing

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8. PARTS AND REPAIRS

8.1 Replacement Parts Availability

We endeavor to maintain:

• • Common replacement parts for current product lines

• • Parts availability for discontinued items (subject to stock)

• • Minimum 2-year parts availability for furniture

• • Longer periods for major product categories

Ordering Replacement Parts:

• • Contact: info@pawshaven.com.au or 1300 179 856

• • Provide: Product details and part description

• • Cost: Parts within warranty period are free; parts outside warranty period are charged at standard rates

• • Delivery: Standard shipping fees apply

8.2 Authorized Repair Services

Paws Haven Authorized Technicians:

• • Trained and certified by Paws Haven or manufacturers

• • Use genuine parts

• • Maintain warranty coverage

• • Available in major metro areas

Finding a Service Provider:

• • Contact us for nearest authorized repairer

• • Pre-approval required for warranty repairs

• • Direct billing arranged for warranty work

Unauthorized Repairs:

• • Using unauthorized repair services voids warranty

• • Contact us before arranging any repairs

• • We can recommend qualified professionals

8.3 DIY Repairs

For products outside warranty or where appropriate:

• • Replacement parts can be purchased

• • Assembly instructions available online

• • Video tutorials provided where possible

• • Customer assumes responsibility for DIY repairs

Warning: DIY repairs during warranty period may void coverage. Always contact us first.

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9. SPECIFIC PRODUCT WARRANTIES

9.1 Upholstered Furniture

Frame Warranty:

• • 2 years coverage for structural frame defects

• • Includes joints, supports, and load-bearing components

• • Excludes cosmetic wood finish issues

Mechanism Warranty:

• • 2 years for reclining mechanisms

• • 1 year for sofa beds and convertible mechanisms

• • Coverage includes springs, hinges, and moving parts

Upholstery Warranty:

• • 1 year for fabric and leather defects

• • Covers seam separation, excessive pilling (beyond normal)

• • Does not cover fading, staining, or wear from use

Cushion Warranty:

• • 1 year for excessive loss of resilience

• • Foam density degradation

• • Spring support failure

Important Notes:

• • Regular rotation of cushions recommended

• • Follow care and cleaning instructions

• • Professional cleaning recommended for stains

9.2 Mattresses

Manufacturer’s Warranty:

• • As specified by manufacturer (typically 5-10 years)

• • Coverage details provided at purchase

• • Registration may be required

What’s Covered:

• • Manufacturing defects in materials

• • Excessive sagging beyond specified depth

• • Structural defects affecting support

• • Defective quilting or ticking

What’s Not Covered:

• • Comfort preference or firmness issues

• • Body impressions less than specified depth (typically 2.5cm)

• • Stains or soiling (voids warranty)

• • Damage from improper foundation

• • Physical damage or abuse

Warranty Conditions:

• • Must be used on appropriate foundation

• • Regular rotation as recommended

• • Use of mattress protector required

• • Proof of purchase required

Prorated Warranty:

• • Some manufacturers offer prorated coverage

• • Replacement cost shared based on age

• • Terms vary by brand

9.3 Wooden Furniture

Warranty Coverage:

• • 1-2 years depending on product type

• • Structural integrity of joints and construction

• • Warping or cracking beyond acceptable limits

• • Finish defects (excessive peeling, bubbling, cracking)

Natural Characteristics (Not Defects):

• • Variations in wood grain and color

• • Minor knots and natural markings

• • Slight expansion/contraction with humidity changes

• • Subtle color variations between pieces

Care Requirements:

• • Avoid direct sunlight exposure

• • Maintain stable humidity levels (40-60%)

• • Use coasters and placemats

• • Clean with appropriate wood-safe products

• • Polish and condition as recommended

9.4 Metal and Glass Furniture

Metal Components:

• • 1 year warranty against defects

• • Rust or corrosion (indoor products)

• • Weld failures or structural issues

• • Finish defects (excessive chipping, flaking)

Glass Components:

• • 6 months against manufacturing defects

• • Does not cover breakage from impact

• • Must report any chips or cracks immediately

• • Tempered glass meets safety standards

Care Requirements:

• • Clean with non-abrasive cleaners

• • Avoid harsh chemicals

• • Protect from impacts and extreme temperatures

9.5 Outdoor Furniture

Outdoor-Specific Coverage:

• • 1 year limited warranty

• • Covers manufacturing defects only

• • Rust resistance (where advertised as rust-resistant)

• • UV resistance (where specified)

Care Requirements (Warranty Condition):

• • Regular cleaning and maintenance

• • Cushions stored when not in use or during wet weather

• • Furniture covered or stored during extreme weather

• • Protective treatments reapplied as recommended

Not Covered:

• • Weather-related deterioration without proper care

• • Fading from sun exposure

• • Rust on non-protected metal (unless advertised otherwise)

• • Damage from salt air (coastal areas)

• • Wear from harsh environmental conditions

Seasonal Storage:

• • Recommended for regions with harsh winters

• • Extends product life beyond warranty period

• • Storage covers available for purchase

9.6 Electrical and Electronic Items

Coverage:

• • As per manufacturer’s warranty (typically 1-2 years)

• • Electrical components and mechanisms

• • LED components and drivers

• • Switches and controls

Safety Compliance:

• • All electrical items comply with Australian standards

• • Safety tested and certified

Not Covered:

• • Bulbs and batteries (consumables)

• • Damage from power surges (use surge protection)

• • Damage from incorrect voltage

• • Repairs to altered electrical components

Important:

• • Must be installed and used according to instructions

• • Electrical work by licensed electrician where required

• • Report electrical issues immediately for safety

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10. WARRANTY TRANSFER

10.1 Transferability

Non-Transferable Warranties:

• • Most Paws Haven warranties are non-transferable

• • Valid for original purchaser only

• • Proof of original purchase required

Exceptions:

• • Some manufacturer warranties may be transferable

• • Check specific product warranty documentation

• • Transfer conditions vary by manufacturer

10.2 Second-Hand Purchases

Products purchased second-hand or from parties other than Paws Haven:

• • May not be covered under this warranty

• • Australian Consumer Law guarantees still apply

• • Contact original manufacturer for warranty status

• • We may provide support on goodwill basis (discretionary)

10.3 Gift Recipients

If product was a gift:

• • Warranty extends to gift recipient

• • Original purchase receipt required

• • Gift giver’s purchase confirmation acceptable

• • Same warranty terms and conditions apply

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11. INTERNATIONAL PURCHASES AND USE

11.1 Australian Purchases Only

This warranty applies only to:

• • Products purchased from Paws Haven in Australia

• • Delivery addresses within Australia

• • Use within Australia

11.2 Overseas Use

If you take products overseas:

• • Warranty coverage may be limited or void

• • Repair/replacement logistics your responsibility

• • Different standards and regulations may apply

• • Cost of returning products to Australia for warranty service

11.3 Imported Products

For products manufactured overseas:

• • May have manufacturer’s international warranty

• • Check manufacturer documentation

• • Contact manufacturer for overseas warranty service

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12. COMPLAINTS AND DISPUTES

12.1 Internal Resolution

If you’re not satisfied with a warranty claim decision:

Step 1: Request Review

• • Contact: info@pawshaven.com.au

• • Request: Senior management review

• • Provide: Claim reference number and reasons for dispute

• • Timeline: Review within 10 business days

Step 2: Formal Complaint

• • Submit written complaint detailing issue

• • Include all relevant documentation

• • Management response within 14 business days

12.2 External Resolution

If internal resolution is unsuccessful:

Australian Competition and Consumer Commission (ACCC)
Website: www.accc.gov.au
Phone: 1300 302 502
Role: Enforces Australian Consumer Law

NSW Fair Trading (or equivalent in your state)
Website: www.fairtrading.nsw.gov.au
Phone: 13 32 20
Role: Consumer protection and dispute resolution

Australian Small Business and Family Enterprise Ombudsman
Website: www.asbfeo.gov.au
Role: Assistance for small business disputes

Consumer Affairs Victoria (or your state equivalent)
Consumer protection and mediation services

12.3 Alternative Dispute Resolution

Consider:

• • Mediation services

• • Industry ombudsman schemes

• • Community legal centers

• • Small claims tribunals

12.4 Legal Action

You have the right to pursue legal remedies:

• • Through courts for consumer guarantee claims

• • For damages beyond warranty coverage

• • Seek independent legal advice

• • We recommend attempting dispute resolution first

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13. MANUFACTURER WARRANTIES

13.1 Additional Manufacturer Coverage

Many products come with manufacturer warranties in addition to Paws Haven’s warranty:

• • These are separate from our warranty

• • May offer longer coverage periods

• • May have different terms and conditions

• • Registration may be required

Your Rights:

• • You can claim under either warranty

• • Manufacturer warranty doesn’t replace consumer guarantees

• • We’ll assist with manufacturer claims

13.2 Manufacturer Warranty Claims

For manufacturer warranty claims:

• • Check product documentation for manufacturer contact

• • We can facilitate the claim process

• • Direct contact with manufacturer may be faster

• • Keep Paws Haven informed for our records

We Will:

• • Provide purchase verification

• • Assist with claim submission

• • Follow up on your behalf if needed

• • Honor our warranty if manufacturer claim fails

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14. PRODUCT RECALLS

14.1 Safety Recalls

In the event of a product recall:

• • We will notify affected customers immediately

• • Follow instructions from manufacturer or regulator

• • Provide remedies as required (repair, replace, refund)

• • Cooperate fully with recall procedures

Notification Methods:

• • Email to registered customers

• • Phone contact for safety-critical recalls

• • Website announcements

• • Social media notifications

14.2 Your Responsibilities

If you become aware of a recall:

• • Stop using the product immediately

• • Contact us: info@pawshaven.com.au or 1300 179 856

• • Follow safety instructions

• • Arrange return/repair as directed

14.3 Recall Information

Check for recalls:

• • Product Safety Australia: www.productsafety.gov.au

• • Our website: www.pawshaven.com.au

• • Subscribe to recall alerts

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15. ENVIRONMENTAL AND SUSTAINABILITY

15.1 Product Disposal

When replacing defective products:

• • We handle disposal responsibly

• • Recycling where possible

• • Donation of repairable items to charity

• • Proper disposal of electronic components

• • Compliance with environmental regulations

15.2 Sustainable Repairs

We prioritize:

• • Repair over replacement where appropriate

• • Use of recyclable packaging

• • Minimizing environmental impact

• • Responsible sourcing of replacement parts

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16. WARRANTY CONTACT INFORMATION

Warranty Department
Paws Haven – AFL Group
ABN: 33 688 460 273

Primary Contact:
Email: info@pawshaven.com.au
Phone: 1300 179 856
Address: Sydney, New South Wales, Australia, 2000

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM AEST
Saturday: 10:00 AM – 4:00 PM AEST
Sunday: Closed

Response Times:

• • Email: Within 24-48 business hours

• • Phone: Immediate during business hours

• • Warranty claims: Initial response within 5 business days

• • Urgent safety issues: Within 24 hours

What to Prepare Before Contacting:

• • Order number or receipt

• • Product details (model, SKU)

• • Photos of defect

• • Description of issue

• • Date of purchase and delivery

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17. IMPORTANT REMINDERS

✓ Keep your proof of purchase – Essential for all warranty claims
✓ Register your products – For manufacturer warranties requiring registration
✓ Follow care instructions – Improper care may void warranty
✓ Report issues promptly – Don’t delay warranty claims
✓ Take photos – Document defects clearly
✓ Contact us first – Before arranging repairs
✓ Read product tags – Care and warranty information included
✓ Review terms – Understand what’s covered and excluded

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18. POLICY UPDATES

This Warranty Policy may be updated periodically to:

• • Reflect changes in products or coverage

• • Comply with legal requirements

• • Improve customer service

• • Clarify terms and conditions

Notification:

• • Updates posted on website with new effective date

• • Material changes communicated via email

• • Warranty terms at time of purchase apply to that product

Review:
Check www.pawshaven.com.au for the most current version.

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19. ACKNOWLEDGMENT

By purchasing from Paws Haven, you acknowledge:

• • You have read and understood this Warranty Policy

• • You agree to the terms and conditions outlined

• • You understand your rights under Australian Consumer Law

• • You will comply with care and maintenance requirements

This warranty is in addition to your statutory rights under Australian Consumer Law and does not exclude, restrict, or modify those rights.

Last Updated: January 15, 2026