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Warranty FAQ

Nine Stars Australia offers Warranty Against Defects in compliance with the Australian Consumer Law. This warranty applies to products of Nine Stars Australia Pty Ltd sold in Australia to consumers as defined under the Australian Consumer Law.

What does the Warranty Against Defects Cover?

Warranty Against Defects only covers the electronic mechanism of the lid (such as the computer chip, motor, gearbox and electrical circuits). Providing video or photographic footage of the defect may assist us in our testing and troubleshooting process of the product.

How long are the products covered by the Warranty Against Defects?

Nine Stars Australia products are covered under the Warranty Against Defects two years from the date of purchase in the receipt.

What is not covered under the Warranty Against Defects?

  • The Warranty Against Defects does not cover the base of the unit, battery caps, liner rings (if applicable) and inner bucket (if applicable).

  • The Warranty Against Defects is voided if, in the judgement of Nine Stars Australia, the product fails due to damage from shipment, handling, storage, accident, natural disasters, abuse or misuse, or if it has been used or maintained in a manner not conforming to product's instructions or has been modified in any way.

  • The Warranty Against Defects is voided if, in the judgement of Nine Stars Australia, there are attempted repairs by anyone other than Nine Stars Australia.

  • The Warranty Against Defects is voided if, the product has been purchased from a non-authorized distributor or from auctions, auctioneers, discount or closing-down stores.

What Nine Stars Australia agrees to do in the event of a defect?

Nine Stars Australia agrees to repair or replace any defective or malfunctioning lid covered under the Warranty Against Defects.

What is the Warranty Against Defects Claim Procedure?

  1. Email us at contact@ninestarsau.com to explain the issue and begin the claim procedure. We may ask for video or photographic footage of the issue. In order to be eligible for service under this warranty you must return the warranty registration form attached with a copy of the original sales receipt to Nine Stars Australia, alternatively you can complete the Product Registration form online (see registration FAQ) or contact@ninestarsau.com within 30 days of purchase.

  2. Package the unit as instructed by Nine Stars Australia securely. Do not include any accessories. Nine Stars Australia only replaces the defective unit and will not return other accessories. Provide your contact information including your name, address, phone number, and a copy of the original receipt or proof of purchase inside the package.

  3. Send the package to Nine Stars Australia Pty Ltd, 275A Rex Road, Campbellfield VIC 3061. The consumer is responsible for safely returning the unit to Nine Stars Australia, this includes shipping and handling charges. We suggest using a carrier that provides tracking information. Nine Stars Australia is not responsible for packages lost in transit. Nine Stars Australia will reimburse the shipping charges if the lid is covered under the warranty program outlined in this document.

Products returned without following the Warranty Claim Procedure and any valid information will not be processed and will be returned.


Registration FAQ

How do I register my Nine Stars product for warranty against defects?

To register your Nine Stars product, go to Product Registration.

Why should I register?

Registering your Nine Stars device gives you access to phone and/or online support and validates the Nine Stars Australia Warranty Against Defects. Registering here allows you to:

  • register Nine Stars products
  • update your contact information
  • submit online requests for support

How does Nine Stars Australia use my registered information?

Nine Stars Australia uses your registered information to:

  • validate support eligibility and hardware warranty
  • assist in the support of your home network
  • gather general consumer graphics

I need to transfer a product's registration to someone else...

Send email to contact@ninestarsau.com with:

  • the subject line "Transfer registration"
  • the product model and serial number
  • your Nine Stars Australia customer number or full contact information
  • the new owner's full contact information NOTE: Warranty Against Defects are from the original date of purchase.
  • the new owner is entitled to online and hardware support according totthe original Warranty Against Defects.

Return FAQ

How do I return my order?

If you decide to change your mind, items can be returned back to us within 7 days of receiving your items. A 15% restocking fee will be charged to you and deducted from the refund amount.

You must return the goods, unused in their original packaging to: Nine Stars Australia Pty Ltd, 275A Rex Road, Campbellfield VIC 3061. You are responsible for safely returning the unit to Nine Stars Australia, this includes shipping and handling charges. We suggest using a carrier that provides tracking information. Nine Stars Australia is not responsible for packages lost in transit.

Note that if you fail to take reasonable care of the goods we might not be able to accept the return.

Please email contact@ninestarsau.com to begin this procedure.

We will be providing you with a Return Authorization number (RAN), which will authorize your package to be accepted into our facility. It is important to have this RAN written visibly on the outside of the packaging as unauthorized packages can be rejected due to internal safety reasons.

Once your order is received at our facility, you will receive a refund for the amount that was paid for the returned item itself. A 15% restocking fee will be charged to you and deducted from the refund amount. The original shipping fee is not refundable.

Does Nine Stars Australia process exchanges?

Unfortunately, Nine Stars Australia is unable to offer exchanges.

How can I contact Nine Stars Australia for additional assistance?

You are able to contact us via various methods. We recommend contacting us via email at contact@ninestarsau.com or online by filling out our Contact Us form. If you would like to speak to one of our representatives, please feel free to call our customer service department on our toll free number at 1800 9STARS (978277).

We look forward to hearing from you to help answer any questions or concerns regarding our products.