How to claim

The Iconic

's warranty policy and what’s covered

THE ICONIC offers protection primarily through manufacturer warranties and Australian Consumer Law (ACL). While not providing universal store warranties, THE ICONIC ensures that all products - whether clothing, footwear, accessories, beauty, electronics, or homewares - meet acceptable standards.

✅ Warranty Coverage Highlights:

• Faulty or defective products: Items arriving damaged or defective under normal usage.
  
  
• Manufacturer warranties: Electronics, appliances, watches, or similar items often come with specific manufacturer warranties (typically 12 months).
  
  
• Australian Consumer Law protection: All products must be of acceptable quality, fit for purpose, and match the description provided.
  
  

⚠️ Important Note:

Warranty terms differ by product type. For electronics or branded items, warranty durations typically follow the manufacturer's stated warranty period.

Making a warranty claim with THE ICONIC is straightforward and customer-friendly:

1. Contact Customer Service:
   
   
   • Visit THE ICONIC Help Centre and choose “I received a faulty item” or “Warranty Claim.”
     
     
   • Use live chat during business hours or submit a support request form.
     
     
2. Provide Order Details:
   
   
   • Clearly state your order number, product details (name, brand, colour), and purchase date.
     
     
3. Attach Evidence of Fault:
   
   
   • Upload clear photos or videos showing the defect or issue.
     
     
   • Provide a concise description of the problem (e.g., “zipper broke on first wear,” or “headphones won’t charge after two weeks”).
     
     
4. Follow Return Instructions:
   
   
   • If needed, THE ICONIC will provide a prepaid Australia Post return label or QR code.
     
     
   • In some simple cases, a refund or replacement may be issued without returning the faulty item.
     
     
5. Receive Resolution:
   
   
   • After evaluating the claim, THE ICONIC will issue either a refund or replacement promptly. Refunds are returned to your original payment method.
     

THE ICONIC warranty claims have certain exclusions and limitations:

🚫 Not Covered by Warranty:

• Change of Mind: Unless faulty, final sale or clearance items cannot be returned.
  
  
• Normal Wear and Tear: Issues from regular usage (fabric fading after extensive washing).
  
  
• Misuse or Improper Care: Damage due to ignoring care instructions or accidents (e.g., water damage on non-water-resistant electronics).
  
  
• Reasonable Timeframe: Fault claims should generally be reported shortly after discovery. Claims reported long after the item has been heavily used may not be honoured.
  
  
• Hygiene Products: Opened cosmetics, underwear, swimwear without hygiene seals, or earrings cannot be returned unless genuinely faulty.
  
  

⚖️ Australian Consumer Law:

Exclusions do not limit your statutory rights under ACL; genuinely faulty goods are always protected.

Prepare the following documentation to ensure a smooth claim process:

• Order Number and Purchase Date: Found in your order confirmation or account history.
  
  
• Detailed Description of Issue: Clearly describe the defect or problem and when it occurred.
  
  
• Photographic/Video Evidence: Capture clear visuals that demonstrate the defect.
  
  
• Original Packaging/Tags: Not always required but useful for validating minimal usage.
  
  
• Manufacturer Warranty Info (if applicable): Particularly for electronics or watches.
  
  

Providing comprehensive evidence upfront speeds up the resolution significantly.

THE ICONIC aims for swift and efficient warranty resolutions. Typical timelines include:

• Same Day – Day 1: Initial claim acknowledged quickly, often within hours via live chat or email.
  
  
• Day 1–2: Review and verification by THE ICONIC team. Additional information may be requested.
  
  
• Day 2–5: If returning the item, you’ll send it back using provided return labels.
  
  
• Day 5–7: Upon receipt, claims are quickly evaluated. Approved claims see refunds or replacements dispatched promptly.
  
  
• Complex Cases: Situations involving third-party brands or marketplace sellers may take slightly longer, but typically resolved within 1–2 weeks.