Classic form
Warranty claim form that gets a decision in one reply
Warranty claims stall because the first email has no receipt, no serial and a photo of the wrong side. This form asks for all three before the description, offers repair, replacement or refund as a choice, and tells the customer that the consumer guarantees apply regardless of the warranty card.
The form itself
A static copy of the finished form, exactly as it renders. Nothing here can be filled in or submitted, so read it as a reference and build your own from the button above.
Every field, and what it collects
The complete field list, in the order respondents meet it.
- Your nameNameRequired
- EmailShort textRequired
- MobileShort textRequired
- Delivery address for any replacementAddressRequired
- ProductDropdownRequired
- Options: Ember dining table · Ember bench · Cove lounge set · Cove armchair · Reef umbrella · Other
- Serial number (under the frame, on a silver label)Short textRequired
- Purchase dateDateRequired
- Purchased fromSingle choiceRequired
- Options: Saltbush online · Saltbush showroom · A retailer (name it below) · Second hand
- Retailer name and order numberShort text
- Proof of purchaseFile uploadRequired
- Receipt, tax invoice or order confirmation. Up to 3 files.
- Describe the fault and when it startedLong textRequired
- Photo of the faultPhoto uploadRequired
- Close enough to see the problem. A second photo of the whole item goes in the next field.
- More photosFile upload
- Up to 5 files, images or PDF. For video, paste a link in the description field above instead.
- What would you like?Single choiceRequired
- Options: Repair · Replacement · Refund · Not sure, please advise
- Has the product been modified, moved from its original location or used commercially?Single choiceRequired
- Options: No · Yes (explain in the description above)
- I confirm the information is accurateMultiple choiceRequired
- Options: I confirm
Warranty against defects, and the guarantees underneath it
Two layers sit under every Australian warranty claim. The consumer guarantees are the law: goods must be of acceptable quality and fit for purpose, the rights cannot be excluded, and for a major failure the consumer, not the business, chooses between refund and replacement. The warranty against defects is the maker's voluntary promise on top, and the ACCC prescribes the exact sentence a written warranty must carry about those guarantees, which is why this form's intro says the warranty is in addition to the consumer law rights. A claim form that pretends the warranty card is the whole story mis-states the law on its first line.
How to adapt this form
An electronics maker adds a fault code field beside the serial and a purchased-with question for bundles. A builder's defects version swaps the product dropdown for a room and element picker and stretches the photo fields, since building defects are location stories. A retailer handling several brands adds a brand dropdown above the product field and routes the email alert by reading it. Keep three things in every version: proof of purchase required before the description, the serial's physical location printed in its label, and a remedy question that includes not sure, because who chooses the remedy depends on how bad the failure is.
What makes this form work
Proof and serial come before the story
The receipt upload and the serial number are required and sit above the fault description, so an incomplete claim cannot be lodged at all. The five working day promise on the welcome screen is only possible because every claim arrives with the two facts assessment starts from.
The remedy question includes the honest fourth option
Repair, replacement, refund, and not sure, please advise. Under the guarantees, who picks the remedy depends on whether the failure is major, so the form collects a preference without promising it, and the not sure option is the truthful answer for most first-time claimants.
The exclusions are asked as a plain question
Modified, moved from its original location, or used commercially, answered yes or no with the detail in the description. The warranty's fine print becomes one visible question, and a yes routes the claim to a conversation rather than a form-letter rejection.
Questions people ask
What is the difference between a warranty and a consumer guarantee?
The guarantee is the law and cannot be signed away: goods must be of acceptable quality regardless of any paperwork. The warranty is the extra promise a business chooses to make on top. The ACCC's pages linked below draw the line precisely, and this form's intro states it the way the mandatory warranty text requires.
Who chooses between repair, replacement and refund?
For a major failure, the consumer chooses; for a minor one, the business may repair first. The form still asks the preference, including not sure, please advise, because the assessor needs to know what outcome the customer wants even when the law decides who holds the choice.
Can someone who bought the product second hand claim?
The manufacturer's warranty may not transfer, but consumer guarantees can still apply against the manufacturer for quality. Second hand is one of the purchased-from options rather than a rejection, and the claim is assessed on its facts instead of bouncing at the form.
Why does the form not accept video?
File uploads take images and PDF only, so the extra evidence field says to paste a video link into the fault description instead. A wobble is sometimes a video story, and a link to it serves the assessor as well as a file would, without pretending the form accepts formats it does not.
What happens to the photos?
The response PDF lays the close up, the wider shots and the receipt out with the answers, so the assessor reads one document per claim. That is why the photo field's caption asks for the fault itself and pushes the whole-of-item shot to the next field: the two photos answer different questions.
How does the customer get a claim number?
Each submission has a response id in the responses table, quoted back in the reply as the claim number, and the thank-you screen tells the customer it is coming by email. The same screen says to keep the product, because a disposed table cannot be inspected, repaired or returned.
Build your own in about a minute
The button below opens the generator with this use case already described. Change the wording to match your own, generate, then edit anything you like.
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Written and checked by the OneCraft team. Last checked .