Make a warranty claim
To lodge a warranty claim you need three things: proof of purchase from an authorised retailer, the serial number from the frame near the rear axle, and clear photographs of the fault. With those attached, most claims are assessed without a second round of questions.
Proof of purchase is required in every case: we have to confirm the date of purchase before a claim can be assessed. First, check it is a warranty claim at all. Accident damage, airline damage and routine servicing are three different programmes.
Before you start
A warranty claim is quick when three things are attached to it, and slow when they are not. Gather these first and most claims are assessed in one pass.
Proof of purchase
Required on every claim. Your receipt or order confirmation, showing the retailer and the date, because the warranty runs from the date of purchase. If you registered the product and uploaded your receipt, we already hold it. A registration without a receipt is not proof of purchase.
Serial number
A white label on the frame near the rear axle. Fold the pram and look at the underside. On a Mesa, it is on the underside of the shell.
Photographs
The fault close up, and one of the whole product. Daylight, not a torch. A short video if it is a noise or a movement.
Is this actually a warranty claim?
Three other programmes cover things the warranty does not, and picking the right one first saves a fortnight.
How to lodge it
- Open a ticket
Go to help.uppababy.com.au and choose warranty. Attach the three things above.
- Describe when it started
One or two sentences: when you first noticed it, and what you were doing. "The fold started catching about a month ago, mostly when the seat is forward-facing" tells us far more than "it is broken".
- We assess
We may ask for one more photograph from a specific angle. We respond within 24 hours.
- We repair, replace the part, or replace the product
UPPAbaby supplies replacement parts or carries out repairs, whichever is appropriate. Some parts are replaced with newer model parts as products are improved.
How to photograph a fault
This sounds trivial and it is the single biggest cause of delay.
- Daylight, near a window. Flash flattens exactly the detail we need.
- One wide shot of the whole product, so we can see the model and configuration.
- One close shot of the fault, in focus, filling the frame.
- Something for scale if it is a crack or a gap. A coin works.
- A short video if the fault is a movement or a noise. A squeak is easier to show than describe.
- The serial number label, readable.
What is and is not covered
- Manufacturing defects for three years on prams and strollers, bouncers, high chairs, playards, swings, bassinets and selected accessories
- Two years on other accessories
- Repair, replacement of the part, or replacement of the product, whichever is appropriate
- Misuse, poor maintenance, normal wear and tear
- Damage from sun, sweat, detergents or damp storage
- Third-party repairs, unauthorised retailers, second owners
- Airline handling, and products involved in an accident
The full exclusion list is on the warranty page. Your rights under Australian Consumer Law sit on top of all of this and cannot be excluded: if the product has a major failure you are entitled to a refund or replacement of your choosing, regardless of what the warranty says.
Lodge your claim
Have your receipt, the serial number and your photographs to hand before you start.