If you are looking to lodge a warranty claim, please read the information below to ensure that your claim is valid and you understand the process and how your claim will be managed.
Once you have read and understood the Supashock warranty policy, please complete the warranty claim form.
Introduction
This warranty policy sets out the standard terms and duration of warranty offered to consumers who purchase physical goods from Supashock Advanced Suspension and our standard practices for remedy. By purchasing physical goods from Supashock Advanced Suspension or an authorized dealer you acknowledge your agreement with the terms set out within this policy. This warranty does not replace the rights of a consumer under Australian Consumer Law.
Period of Warranty
Street & Track Series Advanced Coilovers
This product is provided with a 12-month non-transferrable warranty commencing from the date the consumer purchased the product.
4x4 Series Advanced Lift Kits
This product is provided with an 80,000km or 3-year non-transferrable warranty commencing from the date the consumer purchased the product.
The warranty is valid for all suspension packages purchased through Supashock Advanced Suspension or an authorized Supashock Advanced Suspension dealer and does not extend to products purchased privately or through a non-authorized entity.
Improper use and installation of Supashock products
Supashock Advanced Suspension reserves the right to refuse warranty claims where evidence is present to support suspected mis-use, neglect of physical goods, incorrect installation or Supashock Advanced Suspension finds evidence of damage caused by external factors.
Applicable coverage
This policy covers the following failures or issues that have the potential to occur for the duration set out in “Period of Warranty”. Supashock Advanced Suspension reserves the right to reject specific warranty claims relating to certain issues that have reoccurred after a remedy has already been provided where it is believed by Supashock Advanced Suspension that the issue relates to physical goods or components not provided by Supashock Advanced Suspension.
Visible defects or issues (no warranty claim limit within “Period of Warranty”)
- Leaking oil seals: photographic evidence of failure will need to be provided to Supashock Advanced Suspension to legitimise warranty claims relating to leaking or defective oil seals.
- Rubber Bushes: photographic evidence of failure will need to be provided to Supashock Advanced Suspension to legitimise warranty claims relating to damaged or defective rubber bushes.
- Metal Bearings: Photographic or video evidence of failure will need to be provided to Supashock Advanced Suspension to legitimise warranty claims relating to damaged or defective Metal Bearings.
- Bumpstops: Photographic evidence of failure will need to be provided to Supashock Advanced Suspension to legitimise warranty claims relating to damaged or defective Bumpstops.
- General defects in components that inhibit the product being used for its designed purpose or compromises the safety of the product: photographic evidence of failure or defects will need to be provided to Supashock Advanced Suspension to legitimise warranty claims relating to general defects.
Audible Defects or issues (limited to one warranty claim per unit within “Period of Warranty”)
- Squeaks
- Creaks
- Knocks
- Taps
Most Supashock Street/Track coilovers come with pillow-ball upper mounts. Pillow-ball mounts are used to enhance performance with sharper and more precise handling, however can create slightly more cabin noise.
Buyers should be aware that if their suspension is returned to Supashock for suspected audible defects, and noises are found to be a result of upgrading to performance suspension – inspection time will be charged accordingly at a rate of $150.00 + GST p/h.
Audible issues that continue to arise after a warranty claim has already been completed are unlikely to be caused by the suspension package provided by Supashock Advanced Suspension. For this reason Supashock Advanced Suspension limits the number of warranty claims relating solely to audible issues to one warranty claim for each unit purchased. If you are experiencing ongoing audible issues after your first warranty claim for a particular unit, we suggest consumers seek further assistance from a qualified mechanical workshop regarding looking into other possible causes.
Process to lodge a warranty claim with Supashock Advanced Suspension
All suspected warranty claims for Supashock Advanced Suspension physical goods must be lodged via the warranty claim form on the Supashock Advanced Suspension website. To be valid, all fields must be filled out. With respect to unforeseen circumstances, Supashock Advanced Suspension will endeavour to contact claimants within 2 business days from the time the claim is lodged and provide additional guidance to remedy the issue experienced by the consumer; or provide additional information as to the warranty claim process.
Supashock Advanced Suspension reserves the right to request additional information from the consumer in relation to the claim; or instruct the consumer to adjust the physical goods to remedy; or assist in diagnosis prior to replacement components being provided.
Supashock Advanced Suspension reserves the right to demand the vehicle be inspected by an approved local Supashock Advanced Suspension workshop prior to claims being approved.
Where suspected faulty parts need to be freighted to Supashock Advanced Suspension, the freight to Supashock Advanced Suspension must be organised and paid for by the claimant. Return of the serviced/repaired/replaced parts will be organised by Supashock Advanced Suspension at no cost to the claimant.
Where replacement components are provided by Supashock Advanced Suspension, the replacement component/s will be freighted to the claimant at no cost to the claimant. Supashock Advanced Suspension reserves the right to demand defective component/s be returned to Supashock Advanced Suspension. Where it is required that defective components be returned, the freight to Supashock Advanced Suspension must be organised and paid for by the claimant. Tracking information upon sending the defective components must be provided to Supashock Advanced Suspension via email.
Replacement and installation of physical goods
Supashock Advanced Suspension is not responsible for any incurring costs due to any warranty or non-warranty related issues with our products. This includes but not limited to any parts and labour costs associated with installation or removal of any products.
Replacement Program Terms
If the claimant is unable to return the defective suspension product to Supashock Advanced Suspension, the following can be offered at the discretion of Supashock Advanced Suspension:
The claimant can request for complete unit/s to be sent directly to a nominated physical address to replace defective components that have been confirmed as defective by Supashock Advanced Suspension.
A $45.00 administration fee via credit card is applicable where replacement unit/s are provided prior to receival of defective unit/s. Please note that for warranty claims relating to audible issues, a maximum of 2 units can be replaced per claim.
Supashock Advanced Suspension will not process multiple warranty claims for the same set of suspension while an existing claim is underway.
The claimant will have 30 days commencing from the date of the replacement unit/s arrival with the claimant to have all defective components suitably packaged and sent off to Supashock Advanced Suspension. The freight to Supashock Advanced Suspension must be organised and paid for by the claimant. Tracking information upon sending the defective components must be provided to Supashock Advanced Suspension via email.
The claimants credit card details will be held by Supashock Advanced Suspension for the 30 day period.
Supashock Advanced Suspension will notify the claimant 5 days prior to the end of the 30 day period by e-mail if they fail to make contact with Supashock Advanced Suspension by this time.
If the claimant has not notified Supashock Advanced Suspension that the defective goods are ready for transportation prior to the end of the 30 day period, Supashock Advanced Suspension will charge the claimants credit for the unit/s supplied at the retail price for a single complete unit.
Time extensions to the 30 day period can be requested by the claimant prior to the end of the 30 day period and granted at the discretion of Supashock Advanced Suspension.
Supashock Advanced Suspension will organise and pay for all costs associated with the transport of replacement components to the claimant. Freight of defective goods from the claimant to be returned to Supashock Advanced Suspension must be organised and paid for by the claimant.
International Limitations
For the purchase of products where the customer or the destination address is located outside of Australia, the following reductions in coverage apply:
- Supashock Advanced Suspension is not responsible for any freight issues that may arise in the receiving country.
- Supashock Advanced Suspension is not responsible for any additional freight, taxes or import costs that may be applicable to the importation of goods from another country.
- Supashock Advanced Suspension limits it’s warranty coverage to visual defects or issues only. This explicitly excludes audible issues from the coverage offered. For visual defects or issues, photographic or video proof must be provided for warranty claims to be considered.
- The customer is responsible for all freight, import tax or any other cost associated with the transportation of goods to and from Supashock Advanced Suspension in relation to warranty claims.
- The Replacement Program as mentioned prior in this document is not available to International customers.
- The customer can request discounted new replacement units within the warranty period when a Warranty claim is approved, instead of returning goods to Supashock Advanced Suspension for repair. In this case the customer will be responsible for all freight charges, import taxes or any other cost associated with the replacement goods being sent.