EHPlabs Shipping Protection Terms & Conditions

Effective Date: 22nd November, 2024

Thank you for opting into our Shipping Protection program. This service is designed to provide peace of mind by covering your order against certain risks during transit and granting you access to priority customer support. By purchasing Shipping Protection, you agree to the following terms and conditions:

1. Scope of Coverage

Shipping Protection applies to orders placed with EHPlabs where the optional Shipping Protection fee has been paid at checkout. Coverage includes:

  • Lost Packages: Orders that are confirmed lost in transit by the shipping carrier.
  • Damaged Items: Products that arrive physically damaged or otherwise unusable.
  • Priority Customer Support: Fast-tracked responses for inquiries related to covered incidents.

2. Filing a Claim

To file a claim under Shipping Protection, customers must:

  1. Notify us within 10 days of the expected delivery date for lost items or within 48 hours of receiving a damaged item.
  2. Provide the following documentation:
    • Order number
    • Proof of purchase
    • Photos of the damaged item (if applicable)
    • Confirmation from the shipping carrier regarding the loss (if applicable)

Failure to submit all required documentation within the specified time may result in the denial of your claim.

3. Resolution Options

Approved claims may be resolved at EHPlabs’ discretion through:

  • Replacement of the affected item(s)
  • Store credit/voucher equal to the purchase price of the item(s)
  • A refund of the purchase price of the item(s)

Shipping Protection fees are non-refundable.

4. Limitations and Exclusions

Shipping Protection does not cover:

  • Incorrect addresses provided by the customer
  • Items reported as lost but marked as "Delivered" by the shipping carrier unless clear evidence of theft or misdelivery is provided
  • General dissatisfaction with the product or buyer’s remorse
  • Acts of God, such as natural disasters, that impact delivery timelines
  • Claims made outside the coverage period specified in Section 2

5. Anti-Fraud Policy

EHPlabs reserves the right to investigate any claims for potential abuse or fraud. Suspicious claims may result in:

  • Denial of the claim
  • Suspension of the customer’s account
  • Legal action where appropriate

6. Limitation of Liability

The liability of EHPlabs under Shipping Protection is limited to the purchase price of the protected item(s). EHPlabs is not responsible for indirect, incidental, or consequential damages arising from the use of this service.

7. Modifications to Terms

EHPlabs reserves the right to modify or terminate the Shipping Protection program or its terms at any time without prior notice. Changes will be effective as of the date of publication on our website.

By purchasing Shipping Protection, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you have questions or concerns, please contact our customer support team at support@ehplabs.com.au