Repair Procedure
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How to Arrange Repair
Repair Form
Warranty verses Non Warranty

How to Arrange Repair
  1. Download Karlisle's repair form.

  2. Read and then fill in the repair form completely.

  3. Remove any unnecessary items, such as Sheepskins, Toys, etc.

  4. Due to Occupational Health & Safety (OH&S), items that have food, liquid, mould, urine or faeces stains will not be touched or dealt with. If your item has these types of stains, you will need to clean it first.

  5. For a warrantable claim please take the item to the store of purchase. If this is not possible, you are welcome to bring in directly to Pramfix workshop in Sydney. If you are located outside of Sydney, please contact our office for further details.

  6. Attach the completed repair form with your repair. A Copy of the Store Receipt must also be included for a warranty claim.

  7. Make sure to include your contact & return details.

  8. If you are sending the item by courier or post, you will need to box or package the item securely to safeguard from transport damage. You must be satisfied with the way you have packed the item as Pramfix (nor any of our associates) take no responsibility for transport loss or damage. Clearly label package with Pramfix Address.

If you are the original owner and the store receipt shows that your item is less then 12 months old and the fault is a claimable warranty fault, there will be no freight charge. Although, if the problem is found to be a non-warrantable fault then you are liable for the repair and freight charges.

Majority of baby products in Australia have a warranty period of 12 months from the date of purchase.

If you have a small item to send, i.e. hood, monitor, basket, please send these in by mail. Make sure to include the repair form and copy of proof of purchase (store receipt only if item is less than 12 months old).

For non-warranty repairs, payment is due on when we notify you that your repair has been completed.

 

Visiting Our Workshop
The public are welcome to call into our workshop during operating hours.

Pramfix staff do not make appointments, but suggest that you ring on the day that you wish to visit. We will then be able to inform you whether a repairer will be able to discuss your problem with you. Repairs can not be carried out while you wait. Please be patient while waiting to be attended to, our staff will try to make your visit as short as possible. Parking is easily available, when you reach the Unit B1, drive up the indoor driveway into our workshop and park in one of the parking bays. Engines must be turned off once parked. If you need assistance with carrying an item from your car, please proceed to the office and ask for assistance.

Drop off and collection of repairs can be done Monday to Friday 8am to 4pm and Saturday 8am to 12pm.

 

Repair Form Information for Baby Goods

Click HERE to download the printable Repair Form.


IMPORTANT: PLEASE MAKE SURE TO READ THIS INFORMATION

Below, you will find details for baby goods repairs and spare parts.

Pramfix are the Warranty Repair Agents of the following brands

  • Bebecare
  • Benneton
  • B.O.B
  • Bugaboo
  • Childcare
  • First Wheels
  • Graco
  • Jeep
  • Joolz Bloom
  • Maclaren
  • Mamas & Papas
  • Marco
  • Mountain Buggy
  • Mutsy
  • Quinny
  • Red Castle
  • Roger Armstrong
  • Stokke

Pramfix is also the Customer Service and Parts Agents for

  • Jeep
  • Graco

WARRANTY
The procedure is as follows;
Read the section on “What is a Warranty Fault”.
If you are sure that the problem that you are experiencing is due to a manufacturers fault, then the best method is to take the item back to the store of purchase and have them send it in for you. You are welcome to bring the item straight into our workshop yourself. Which ever method you choose,

  • You will need to have the store purchase receipt as proof of date of purchase.
  • Repairs are NOT carried out while you wait. The average time is 3-4 working days in our workshop.
  • If going through a store or using a courier, allow an extra few days each way.
  • If the problem is found to not be a warrantable issue, you will be liable for transport cost and repair cost.

If you are not able to take it to the store or bring it in directly, call our office for suggestions.
If you send your repair in via a third party, you will need to give them your purchase receipt, and the Completed Pramfix Repair Form.

Non Warranty
For all non warranty repairs, you will need to send or bring in the item directly. Stores Do Not look after any repairs outside of the warranty period.  
Please use the Pramfix Repair Form.
Payment is due when notified that your repair has been completed.

HOW TO SEND
If you are sending in your repair by mail, courier or freight carrier, you will need to package it for transport. The best method is a box.
Pramfix takes not responsibility for damage caused in transit.

AUTHORISATION NUMBER For Warranty Repairs
For Warranty repairs to the following brands you will need to obtain an RA Number if bring /sending in the repair directly to Pramfix. You must include the RA number on Pramfix repair form.

 

Mountain Buggy
Roger Armstrong    
Quinny
Contact store of purchase
(03) 9555 7227
1800 809 526

 

Warranty verses Non Warranty

What is a Warranty Fault?
The following information is for you to understand what is claimable and what is not.

A common misunderstanding is that it is assumed that any problem with your baby item is warrantable. We suggest that you read the instruction book or warranty card that you received with your item. This is important for you to understand what the manufactures warranty covers:

    • In Australia the warranty period is 12 months from the date of purchase
    • Items bought overseas are not covered by Australian Warranty
    • A copy of the stores purchase docket must accompany all warranty claims (credit card slips/statements will not suffice)

The Operator/User Manual should be retained for the life of your baby item, as the information provided is essential for problem free use.

 

What is a Non Warranty Repair?
The reasons for an item not being covered by warranty are:

    • Misuse
    • Neglect
    • Repair by any other person other than an Authorised Warranty Repairer
    • Damaged caused by incorrect use or folding of the item
    • Accident
    • Wear & Tear
    • Storage and Travel Damage

Some common examples are:

    • Wheels caught on escalator
    • Run pram into gutter
    • Overloading pram with more weight than recommended
    • Running over the item with a vehicle
    • Forcing the item to close or open
    • Leaving fabric exposed to the sun which results in fading
    • Damage to wheels or tubes due to over-inflation
    • Travel Damage

Items not covered by warranty:

    • Tubes
    • Tyres
    • Handgrips
    • Stickers
    • Any lost items

     

General Warranty Policy
    1. New products are warranted against defective workmanship and faulty materials for one (1) year from date of purchase.
       
    2. Proof of purchase must be provided with any warranty claim (store receipt only).
       
    3. Warranty is only for the benefit of the original purchaser.
       
    4. Parts not covered by warranty include: lost parts, handgrips, sticker, tyres and tubes.
       
    5. Warranty shall not apply in any instance where the damage is caused by misuse, accident, neglect, normal wear, lack of maintenance, improper use and adjustment or repair which exacerbates the original problem.

You are welcome to call our staff to clarify any of the above.