Warranty Policy

At Echo Labs Pty Ltd T/A Kineticare, we are committed to ensuring the quality and reliability of our products. This warranty policy outlines the coverage, exclusions, and processes for warranty claims. To provide clarity and transparency, the following terms and conditions apply.

1. Warranty Coverage

This warranty covers defects in materials or workmanship for a specified period from the date of purchase. The coverage applies to the following components, unless otherwise stated by the manufacturer:

•Motor

•Electronic Controller

•Battery Charger

•Bearings and Bushings

•Seat Swivel Mechanism

•Dash Assembly

•Rubber Components (excluding tyres)

•Plastic Components (excluding body panels)

2. Warranty Exclusions

The warranty does not cover the following:

•Normal Wear and Tear: Tyres, tubes, upholstery, armrests, bulbs, fuses, or other consumable items subject to regular use.

•Maintenance-Related Issues: Battery failure due to improper charging or neglect, debris in wheels, or other routine maintenance tasks.

•Damage from Improper Use: Misuse, accidents, overloading, exposure to water, or failure to follow the product manual.

•Unauthorised Repairs or Modifications: Repairs performed by unauthorised technicians or alterations to the product.

•Labour and Transport Fees: Labour and callout fees, transport costs, and shipping charges are not covered under warranty unless explicitly specified.

•Collision Damage

•Power Surges

•Water Damage

•Overloading

•The use of couriers or freight companies to transport products to and from our company for repair or service

3. Warranty Process

Step 1: Initial Troubleshooting

Customers must complete all initial troubleshooting steps provided in the product manual or by our support team. This ensures the issue is accurately identified and may resolve the problem without further action.

Step 2: Submit a Warranty Claim

To lodge a claim, customers must contact warranty@kineticare.com.au and provide:

•Proof of purchase.

•A detailed description of the issue.

•Photos or videos clearly showing the problem.

•Relevant usage details, such as terrain, odometer readings, and battery charge levels.

Step 3: Manufacturer Review

We assess all claims in collaboration with the manufacturer to determine warranty eligibility. Final decisions are based on the manufacturer’s guidelines.

Step 4: Repairs or Replacement

If the claim is approved, defective parts will be repaired or replaced at no cost for the part itself. Customers are responsible for shipping and transport costs unless otherwise specified.

4. Service Area Policy

Metro Service Areas

We provide access to authorised service technicians in the following metro areas:

•Melbourne

•Sydney

•Brisbane

•Sunshine Coast

•Perth

•Adelaide

A call-out fee will be charged for a technician to attend your home, including assessing warranty matters. Please note that a prepayment of all service and repairs is required prior a Technician callout. 

Rural Areas Outside Metro Service Zones

For customers outside the specified service areas, options include:

•Working with a local authorised technician (subject to manufacturer approval).

•Returning the product to us for assessment or repair.

•This may require a shipping pallet and secure packaging to transport the product safely.

•Transport costs are the customer’s responsibility.

5. Customer Responsibilities

To maintain warranty eligibility, customers must:

•Perform regular maintenance as outlined in the product manual.

•Use the product as intended and within weight capacity limits.

•Report issues promptly and provide accurate information for assessment.

Failure to meet these responsibilities may void the warranty.

6. Voided Warranty Conditions

The warranty is void if:

•The product is used improperly or outside its intended purpose.

•The product is modified or repaired without prior approval from Kineticare.

•Damage occurs due to accidents, exposure to water, or failure to follow maintenance guidelines.

•Batteries are not charged in accordance with manufacturer recommendations.

7. Additional Notes

•Our goods come with guarantees that cannot be excluded under Australian Consumer Law (ACL). Customers are entitled to a replacement or refund for major failures and compensation for foreseeable losses or damages.

•Warranty claims do not cover the cost of loan devices, though rental devices may be available at a reduced rate for extended repairs.

Contact Us

For warranty claims or support, please email us at warranty@kineticare.com.au. Our team will guide you through the troubleshooting and warranty process to ensure the best possible resolution.

Warranty Form