Warranty & consumer rights

Support does not end at the delivery door.

Your statutory rights

Australian Consumer Law gives consumers rights that store terms cannot remove. Goods must meet the applicable guarantees, including acceptable quality and matching their description. Rights can continue beyond an express warranty period.

Manufacturer warranties

A manufacturer’s warranty is an additional promise with its own coverage and process. Check the documentation for the exact model. We do not advertise a blanket warranty duration for every brand or product.

Getting help

Contact HectorFamily with proof of purchase, the model and a description of the issue. An order confirmation or another reasonable record of purchase may help identify the transaction. Do not keep using equipment that appears unsafe.

Assessment and remedies

For a major failure, consumer rights may include choosing a refund or replacement. Other problems may be resolved by repair within a reasonable time. We will assess the circumstances and explain the proposed next step; you do not have to approach the manufacturer instead of the seller to exercise rights against the seller.

Care and maintenance

Follow the manufacturer’s instructions for cleaning, water treatment and safe operation. Damage caused by misuse can be different from a product defect, but a maintenance question does not automatically remove your consumer rights.

See Returns & refunds for return arrangements and Complaints if a concern remains unresolved.