Warranty
What’s covered, and by whom.
Two separate things protect you: the Seraphin warranty, and the law. The second one is stronger.
Your rights come first
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 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 rights apply automatically. They are free, they sit alongside the warranty below, and for a product at this price they may last longer than it.
What counts as a reasonable lifespan depends on the product and what it cost. A powered wheelchair at several thousand dollars carries a longer expectation than a cheap appliance — which means a fault at year three may still be our problem even though the standard warranty ended.
The Seraphin warranty
Every Seraphin carries this cover from the date your chair is delivered.
| Part | Covered for |
|---|---|
| Frame | 2 yearsStructural defects in the carbon or magnesium frame. |
| Motors | 1 yearBoth drive motors. |
| Battery | 1 yearManufacturing defects. Gradual capacity loss with normal use is not a defect — all lithium batteries decline with age and charge cycles. |
| Controller and joystick | 1 yearElectronic control components. |
| Wear items | Not coveredTyres, cushions, upholstery, brake pads and armrest padding wear out through use rather than fail. |
Faulty parts are replaced free of charge. In most cases we send the part with instructions and, if you want it, a video call to talk you or a local technician through fitting it. These chairs are designed so that the key components — controller, joystick, motor, battery — swap out without specialist tools.
Care+ extends motor, controller and frame cover to five years and adds servicing. It’s optional, and it doesn’t change anything on this page.
Making a claim
Contact us first, whatever the problem and whenever it happens. Don’t arrange your own repair before you speak to us — it can void your warranty cover.
- Tell us what’s happeningEmail or call. Describe the fault, and send a photo or short video if it’s something we can see or hear. Have your order number handy.
- We work out what’s failedUsually within a day. Most faults on these chairs can be identified from a description and a video — a controller that won’t wake, a motor that’s noisy, a battery that won’t hold charge.
- We send the partIf it’s a part swap, the part goes out to you with instructions. This is how most claims resolve, and it’s the fastest route for you.
- Or the chair goes to a workshopIf it isn’t a part swap, the chair travels to our repair partner on the mainland. We arrange the freight.
- If it’s a major failureYou’re entitled to a refund or replacement under the Australian Consumer Law, and you choose which. We won’t push you toward a repair you don’t want.
What voids cover
These will void the warranty
- Repairs or modifications by someone other than us or an approved technician
- Using a charger that didn’t come with the chair or wasn’t supplied by us
- Immersion in water — these chairs handle rain, not puddles
- Carrying more than the chair’s stated maximum user weight
- Using the chair for something it isn’t designed for
These do not
- Flying with the chair, or freight damage in transit
- Ordinary outdoor use on surfaces the chair is rated for
- Fitting accessories we supplied
- Swapping a battery or charger we sold you
- Servicing the chair yourself — cleaning, tyre pressure, checking fixings
- Reselling the chair; cover follows the chair, not the owner
Nothing on this page limits your rights under the Australian Consumer Law. If a chair fails to be of acceptable quality, those rights apply regardless of the warranty period and regardless of whether you hold a Care+ plan. If we and you disagree about a claim, you can take the matter to the consumer affairs body in your state or territory.