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10.0. Missing parts
If a customer believes that a Vuly product does not include
all necessary parts, they must immediately lodge a Missing
Parts Claim at VulyPlay.us/Support.
A customer must not attempt to use a product if any part is
incomplete, as it may be dangerous. Any damage that the
user causes as a result of using incomplete products will
lead to voiding of the warranty.
Vuly products are delivered to Vuly warehouses
prepackaged; we are unable to check the boxes prior
to delivery to ensure that they contain all the required
parts. While the missing part rate during packing is very
low, some parts may also fall out in transit due to small,
unintentional tears in their boxes.
9.3.4. Damage through insufficient care or maintenance
This warranty does not extend to accelerated decay of the
product caused by poor care or maintenance. It is essential
that customers regularly check, and follow the advice of, the
Care and Maintenance section of their Vuly Manual to ensure
that their product lasts as long as possible.
9.3.5. Damage through inappropriate use
This warranty will be void if the product is used for any other
activity besides those for which it was intended, or used in any
way that is unadvised in this Manual. Vuly products constitute
recreational outdoor products and accessories for such
products. They are not intended for professional use.
Any evidence that inappropriate actions that have led to
product failure will not be covered by the warranty. Similarly,
replacement parts or repairs needed to mend such damage
will not be covered under the warranty.
9.3.6. Damage through salt water proximity
This warranty (on steel components, specifically) will be
reduced by 50% where the Vuly product is assembled within
1.6 km of a salt water environment or where it is subject to
ocean spray.
9.3.7. Personal Injury
The warranty does not cover personal injury or losses due
to any of the above: wear and tear, weather conditions,
inappropriate installation, insufficient care or maintenance
or inappropriate use, nor does it cover damage due to
negligence or accidents.
9.3.8. Installation
This warranty does not cover any installation service. If a
customer pays for installation of their Vuly product at the time
of purchase, this is a one-time service only. The customer may
not claim installation costs for any replacement parts.
9.4. Warranty Claims
If a customer believes that a Vuly product is faulty or defective,
they must discontinue use and submit a Warranty Claim. A
customer must not attempt to use a product if any part is faulty
or defective, as it may be dangerous. Any damage that the
user causes as a result of using faulty or defective products will
lead to voiding of the warranty.
9.4.1. Making a Warranty Claim
To fulfil a warranty claim, a customer must submit an online
Warranty Claim at VulyPlay.us/Support.
Submitting the online Warranty Claim form requires the
customer to provide:
• Details of their purchase – including date,
• Batch number,
• Clear photographic evidence of the manufacturing fault or
defect.
If the customer does not provide all details that the form
requires, their Warranty Claim will not be assessed.
Vuly may take up to 7 days to process Warranty Claims upon
a completed submission. It may take a further 7 days for
replacement parts to reach the customer.
9.4.2. Successful Warranty Claims
If Vuly accepts a customer’s Warranty Claim, Vuly will replace
the faulty or defective parts, not offer refunds.
Successful Warranty Claims lodged within 60 days of the
delivery date:
Vuly will replace the damaged parts free of charge. Vuly will
also cover any costs associated with shipping the replacement
part.
9.4.3. Walk-in Warranty Claims
If a customer wishes to make a Warranty Claim while on the
Vuly premises, they must first submit an online Warranty Claim
at VulyPlay.us/Support – providing all required details.
9.4.4. Refunds
In all instances of successful warranty claims, Vuly offers
replacements parts only. Vuly provides refunds only at their
discretion. Any refunds granted to the customer exclude
third-party fees, such as assembly services and credit card
surcharges.
9.4.5 Claiming on non-Vuly products
Products sold alongside Vuly that are not Vuly-branded are
subject to the warranties provided by the companies that supply
them. The customer must contact these external companies to
make a warranty claim; Vuly itself will not assess claims made
against non-Vuly products.
9.5. Consumer Law
Our goods and services come with guarantees that cannot be
excluded under the Uniform Commercial Code (“UCC”).
For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for
its reduced value.
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