How do I make a warranty claim?

Lodge a request at help.uppababy.com.au with your proof of purchase, the serial number and daylight photos of the fault. Our Melbourne team replies within one business day.

What to have ready

Gather these first and most claims can be assessed without a second round of questions.

• Proof of purchase showing the retailer and the date. We need it for every claim, registered or not. If you registered your product and uploaded the receipt, we already hold it.
• The serial number. On a pram it is on the white label on the underside of the frame near the rear axle: fold the pram to see it, and it is the line under the barcode. On a Mesa capsule it is on the moulded shell underneath, and the bassinet and RumbleSeat have it on the sewn-in fabric label. It is never on the box.
• Daylight photos of the fault, plus one photo of the whole product.
• A short video if the problem is a noise or a movement. A squeak is easier to show than describe.
• When it started, and what you were doing when you first noticed it.

Taking good photos

• Use daylight near a window, not a flash or torch.
• Take one wide photo of the whole product so we can see the model and how it is set up.
• Take one close photo of the fault, in focus and filling the frame.
• For a crack or a gap, put a coin next to it for scale.
• Make sure the serial number label is readable.

How to lodge

1. Lodge a request at help.uppababy.com.au and choose the warranty option on the form.
2. Attach your proof of purchase, the serial number, your photos and any video.
3. Add a sentence or two on when it started. "The fold started catching about a month ago, mostly with the seat facing forward" tells us far more than "it is broken".

What happens next

Our Melbourne team replies within one business day. We may ask for one more photo from a particular angle.

If it is a manufacturing defect, we supply a replacement part, carry out a repair or replace the product, whichever is appropriate. Some parts are replaced with newer model parts as products are improved.

What the warranty does not cover, and where to go instead

• Normal wear and tear, such as worn tyres or a canopy faded by the sun. Replacement parts are on the spare parts page, and a free Tune-Up Day often sorts out a stiff fold, a squeak or a brake that needs adjusting.
• A pram damaged in an accident. Lodge a request with photos of the damage and of the whole pram, and tell us what happened.
• A Mesa capsule or Mesa base that was in a vehicle accident. Stop using it and claim under the Crash Exchange Program within 30 days of the accident. Crash Exchange covers only the Mesa capsule and base, never prams.
• Airline damage. This is covered only through the TravelSafe Program, if you registered an UPPAbaby travel bag and your gear before you flew. Claim within 14 days of travel and mark it TravelSafe.
• Second owners. The warranty stays with the original purchaser and cannot be transferred. Tune-Up Days are open to anyone with an UPPAbaby pram, spare parts can be bought by anyone, and Lifetime Service Support passes to a second owner as long as the pram has not previously been deemed unsafe.
• A product bought overseas. The warranty is valid only in the country of purchase.
• Misuse, damage from sun or detergents, and repairs or changes made by someone else.

Your rights under Australian Consumer Law

The warranty sits on top of your rights under Australian Consumer Law. It does not replace them and cannot reduce them.