Warranty Period
UGG EXPRESS products are covered by a 3-month warranty against defects in materials and workmanship.
The warranty period applies from the date of purchase. Proof of purchase is required when submitting a warranty claim.
What Is Covered
Our warranty covers manufacturing defects relating to the materials or workmanship of the product, including faults that occur under normal and reasonable use.
Examples may include:
- Defects in materials or construction
- Manufacturing faults affecting the normal use of the product
- Workmanship issues that are not the result of normal wear and tear, misuse or accidental damage
All warranty claims are subject to assessment before a remedy is approved.
What Is Not Covered
The warranty does not cover damage or deterioration caused by normal use, misuse, accidents or external factors. This includes, but is not limited to:
- Normal wear and tear
- Worn soles
- Scratches, holes, tears or scuffing
- Discolouration caused by normal wear
- Product deformation caused by use or storage
- Damage caused by sweat, moisture or water
- Damage caused by excessive or improper use
- Damage caused by pets, sharp objects, direct heat, fire or extreme weather
- Mud, grass, food or other accidental stains
- Products that have been dyed, patched, altered or repaired by a third party
Because sheepskin is a natural material, slight variations in colour, texture and appearance are normal and are not considered manufacturing defects. Mild natural odours and minor dye transfer associated with sheepskin products are also not considered defects.
How to Make a Warranty Claim
For online purchases, please contact our Customer Support team at:
Please include:
- Your order number
- Your full name and contact details
- The product name or SKU, if available
- A description of the issue
- Clear photos showing the fault
- Proof of purchase
Our Customer Support team will review the information provided and may request additional photos or ask for the product to be returned for further assessment. UGG EXPRESS's FAQ currently specifically asks customers with faulty products to provide their order number and photos.
Retail Store Assessment for Online Orders
For eligible online purchases, selected UGG EXPRESS retail stores may assist with an initial product inspection.
Retail store staff can inspect the item and provide an assessment, but they are not authorised to approve refunds, replacements or warranty claims for online orders. The final decision for an online warranty claim is made by the UGG EXPRESS Online Customer Support team.
What Happens After a Claim Is Submitted?
Once a claim has been reviewed, UGG EXPRESS will advise you of the outcome and the available resolution where applicable.
Depending on the nature of the issue and the assessment, the resolution may include an appropriate remedy in accordance with the applicable warranty terms and Australian Consumer Law.
For an eligible faulty online order requiring return, UGG EXPRESS's existing returns policy states that a return label will be provided.