Terra + Nova
Ochre
$5,999
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Element warranty
Built to last.
Backed by us.
Two years of warranty protection is included.
2-year warranty included
Optional 4-year protection
Lifetime product support
Protection, clearly explained
Your warranty and support.
If your product develops a problem, contact us with your order number and a description of what’s happening. We’ll help troubleshoot and assess the issue.
Warranty protection, lifetime product support and our voluntary 90-day money-back guarantee each serve a different purpose. This page helps you find the right path without limiting your rights under Australian Consumer Law.
Included protection
2-year warranty
Included with your Element product, with our team available to assess a reported fault.
Optional extension
4 years total
When selected for an eligible product at checkout, the upgrade extends its total warranty period to four years.
Always available
Lifetime support
Setup guidance and technical product support remain available beyond the warranty period.
What warranty is for
What the warranty covers.
Manufacturing faults in materials, components or workmanship that arise during intended use may be eligible for a warranty remedy. Every request is assessed using the product, the issue reported and the applicable consumer guarantees.
Normal wear, routine maintenance, consumable items, accidental damage, misuse and unauthorised alterations may not be covered by the voluntary warranty. These examples are a guide only and do not limit rights that cannot be excluded under Australian Consumer Law.
Making a claim
How to make a claim.
Start with our team before arranging a return or attempting a repair.
Share your order
Send your order number and the contact details used at checkout so we can locate your purchase.
Show us the issue
Describe what is happening and include clear photos or video of the product and affected area.
Assessment
We may ask you to try a troubleshooting step or send more information so we can assess the issue.
Our response
Depending on the issue and applicable law, the remedy may involve support, repair, replacement or another resolution.
Commercial customers
We prioritise your business.
If you rely on Element for an income, tell us you are a commercial customer. We will work toward the fastest possible solution, including a replacement unit where it is needed, so your service is not interrupted.
What to have ready
What to send us.
Your order number
Shown near the top of your confirmation email.
A clear description
Tell us when it began, what you expected and how the product is behaving.
Photos or video
Show the complete product, the affected area and any relevant display or connection.
Choose the right protection
Warranty, returns or product help?
For product faults
Use this path when you believe a manufacturing or performance fault has developed.
For a change of mind
Our voluntary money-back guarantee provides a separate return path, subject to its conditions.
For guidance and support
Questions about setup, operation or care can begin with our support team at any stage of ownership.
Australian Consumer Law
Your statutory rights remain.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Element’s voluntary warranty and extended warranty are provided in addition to those rights. They do not exclude, restrict or modify any right or remedy available to you under law.
Good to know
Warranty questions, answered.
What does the 4-year upgrade do?
For an eligible product selected at checkout, it extends the total warranty period from two years to four years. The upgrade applies to the covered product shown in your cart.
Is lifetime support the same as lifetime warranty?
No. Lifetime support means our team remains available for setup, operation and troubleshooting guidance. Warranty coverage remains subject to the applicable warranty period and terms.
How is warranty different from the 90-day guarantee?
Warranty is intended for eligible product faults. The 90-day money-back guarantee is a voluntary change-of-mind benefit with separate return conditions and deductions.
Should I return the product immediately?
No. Contact us first and keep the product and packaging until we confirm the next step. Unauthorised freight or repairs can make assessment more difficult.
Does warranty replace my ACL rights?
No. Warranty benefits sit alongside your statutory consumer rights and do not limit remedies available under Australian Consumer Law.
What if I use Element in a commercial space?
Tell us you rely on Element for income. Commercial customers are prioritised, and we will work toward the fastest possible solution, including a replacement unit where needed, so your service is not interrupted.
We’re here to help
Start with our support team.
Send your order number, a description of the problem and any photos or video that show it.