Bearhug Pallet Wraps Pty Ltd (“Bearhug”, “we”, “our”) offers a flat-rate repair service (“Service”) for out-of-warranty products at our discretion. This Service is optional and does not form part of the Bearhug Limited Warranty. It does not limit your rights under the Australian Consumer Law (ACL).

A flat fee of $20 per product applies to all approved repairs and must be paid upfront.
The $20 fee:

• covers inspection,
• covers standard labour and standard repair materials, and
• is non-refundable once repair work has commenced.
  

If, after inspection, Bearhug determines that the product is not eligible for repair under this Service, Bearhug will refund the $20 fee in full. Inbound freight is always the Customer’s responsibility, and return freight applies as outlined in Clause 2.

• The Customer pays inbound freight for all items submitted.
• Bearhug charges return freight at cost for any item sent back to the Customer.
• At any point where a product is not repaired (declined by Bearhug or declined by the Customer), the Customer may instead request free disposal of the item.

This clause applies to all scenarios where return shipping is required, and is not repeated elsewhere.

Standard repairs may include:

• restitching,
• ring replacement,
• patching small tears in mesh,
• minor webbing repair,
• fastening/attachment fixes.

Bearhug determines whether an item fits the “standard repair” category. Repairs restore functionality, not cosmetic appearance.
Colour matching, aesthetic consistency, and restoring “as-new” appearance are not included.

Bearhug may decline to repair a product if it is:

• contaminated, mouldy, or unsafe to handle,
• severely damaged or beyond economical repair,
• modified in a way that prevents safe repair, or
• structurally or materially compromised such that repair cannot be completed for the standard $20 fee and the Customer does not approve additional work.

Where repair is declined, freight and disposal options are handled under Clause 2.

If Bearhug determines that damage exceeds the scope of a standard $20 repair, Bearhug may:

• offer an additional-cost repair quote, or
• decline the repair.

Customer approval and payment is required before any additional work is performed. If the Customer declines additional work, freight/disposal is handled under Clause 2.

Repairs carry a 90-day workmanship-only guarantee.
No new product warranty is provided.

Customers must:

• ensure all items are clean, sanitary, and safe to handle,
• pay inbound freight, the repair fee, and return freight as applicable,
• approve or decline additional work if offered.

To the extent permitted by law:

• Bearhug is not liable for downtime, stock damage, indirect or consequential loss.
  
• Bearhug’s maximum liability for repair services is the amount paid for those services.

Bearhug Pallet Wraps Pty Ltd

Service agreement applicable from 01/12/2025