Warranty and service
Every UPPAbaby pram is covered for three years against manufacturing defects, and is eligible for complimentary maintenance checks for up to ten years from purchase. The warranty deals with how the pram was built. The servicing deals with everything that happens to it afterwards.
This page sets out both in full, including what each one does not cover, so you can compare it honestly against any other brand.
What the three year warranty covers
Your UPPAbaby product is warranted to be free from manufacturing defects for three years from the date of purchase, under normal use and in line with the operating instructions.
Three years applies to prams and strollers, bouncers, high chairs, playards, swings and bassinets, and to selected accessories: the RumbleSeat, the Changing Station and the PiggyBack.
All other accessories carry two years against manufacturing defects on the same terms.
The Mesa car capsule is the exception in the other direction: it carries a lifetime warranty against manufacturing defects for the original purchaser. The capsule shell is single-use by design, so a capsule that has been in a vehicle accident is handled under the Crash Exchange Program rather than the warranty, and a capsule bought second hand is not covered.
A warranty covers something that was wrong when the product was made. Service covers everything that happens afterwards, from a wheel that has developed a squeak at year four to a harness that needs re-tensioning. Most of what actually goes wrong with a pram over its life is the second kind, which is why we run both.
What we do about a defect
We supply replacement parts or carry out repairs, whichever we determine is appropriate. We may exchange an item for a replacement part, and some parts may be replaced with newer model parts as the product is improved over time.
Lifetime Service Support, and what it actually is
Every UPPAbaby pram bought from an authorised Australian retailer is eligible for complimentary maintenance checks for up to ten years from the original purchase date. We call it Lifetime Service Support, and the lifetime in question is the feasible service life of the pram.
A service is a routine inspection and a tune-up. We check and adjust the brakes, wheels, harness, fold mechanism and canopy, and tell you honestly what condition the pram is in.
Being specific about the limits matters more than the headline:
| Included | Inspection and basic adjustment, as often as you need it, for up to ten years |
|---|---|
| Not included | Replacement parts, major repairs, and repairs for wear and tear or misuse |
| Where | Tune-Up Days at scheduled locations around Australia. Bookings required, places are limited |
| Who | Prams bought from an authorised Australian retailer |
Some brands advertise a lifetime warranty. A warranty of any length only ever covers manufacturing defects, so a lifetime warranty is a promise about how the pram was built on day one, not about the next ten years of footpaths, aeroplanes and sand.
We have chosen to be plain about it: three years against defects, and then a decade of hands-on servicing to keep the pram working. If you would rather have a longer written defect warranty than a mechanic, that is a fair preference, and you should weigh it honestly. We think most families get more out of the servicing.
What the warranty does not cover
The warranty does not cover:
- Defects caused by misuse or poor maintenance. The instruction booklet sets out how the product should be used and looked after.
- Damage caused by improper installation of UPPAbaby parts or accessories.
- Corrosion, mould or rust caused by poor maintenance, servicing or storage.
- Normal wear and tear.
- Damage or degradation caused by sun, sweat, detergents, damp storage or frequent washing.
- Repairs or modifications carried out by a third party.
- Products bought from an unauthorised retailer.
- Second owners, and users other than the registrant.
- Damage caused by airline shipping and handling.
- Products that have been involved in an accident.
UPPAbaby reserves the right to determine whether the warranty terms and conditions have been met.
If your Mesa capsule has been in a car accident, the warranty is not the right programme. The Crash Exchange Program is.
Conditions and limits
The warranty is not transferable. It extends only to the original retail purchaser and is valid only when supported by proof of purchase from an authorised retailer. Keep your receipt.
The warranty is valid only in the country of original purchase, and is subject to the conditions set by that country. Conditions vary between countries, and UPPAbaby will not ship replacement or repair parts outside the country of purchase. A pram bought overseas is not covered here.
Registering your product records your purchase against your name, which is what makes a claim quick rather than a hunt for a two-year-old receipt.
Your rights under Australian Consumer Law
This warranty sits on top of your rights under Australian Consumer Law. It does not replace them and cannot reduce them.
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These guarantees apply for a reasonable period given the price and nature of the product, which for a pram at this price can be longer than three years.
How to make a claim
Lodge a support ticket at help.uppababy.com.au. Our team will ask for proof of purchase, photographs of the fault, and the serial number from the frame.
Have these ready and most claims are assessed without a second round of questions:
- Proof of purchase from an authorised retailer
- The serial number, found on the frame near the rear axle
- Photographs showing the fault, and one showing the whole pram
- A sentence on when you first noticed it and what you were doing
We respond within 24 hours.
Register your pram
Registration links your purchase to your name, so a warranty claim takes minutes rather than a search for a receipt.