All of our products come with at least 1 Year Return to Base Warranty. On top of this many brands will offer a manufacturer warranty.
This warranty covers any enquires regarding your product and any manufacturer’s faults that may occur. Manufacturer faults are issues that arise due to the way a product was made.
If you believe this issue can be fixed remotely, please contact us and we will try our best to help you out. Alternatively, you can also contact the manufacturer of the product who may be able to step you through a more detailed solution.
If your product requires attention, please return the item with all original packaging and contents (If possible), together with a proof of purchase to any MSY store. For delivery orders please contact us with your order number and we will organise for the item to be returned free of charge along with a return form to complete. For large or bulky items, we may request you send parts individually but will work through this with you should it occur.
Once the item has been received, we will assess the condition of the
item off-site and provide a solution of a repair, replacement or credit. We may need to have your item assessed by the manufacturer/supplier or authorised repair centre before we can provide a resolution.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Turnaround Time
Turnaround time for warranty claims largely depends on the third party repairer. We will try our best to speed up the process but please understand the time involved for a warranty claim will include: our time to test the item, shipping to a qualified repairer, the repairers own test and replacement/repair, and the shipping back to us.
Alternatively, customers are also able to contact the manufacturer directly to arrange a repair, replacement or credit. Please note that by going directly to the manufacturer you may experience a much faster turnaround time however we are more than happy to assist with any warranty claim on your behalf.
We do not provide an advanced replacement under any circumstances. Please keep this in mind when you place your order.
Physical Damage
Unfortunately, items that are physically damaged will need to undergo further external assessment and may not be covered under warranty.
No Fault Found
Please be aware if no fault is found with the item there can be a charge to cover the cost of shipping the item for repair. To avoid this please confirm with the manufacturer that there is a fault.
