Warranty Information

At Upper Dhali®, every product is created, selected or supplied with care and a commitment to quality. We stand behind the workmanship and quality of our products and are committed to resolving genuine manufacturing faults in accordance with Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

What Is Covered

This warranty covers defects in materials and workmanship that arise during normal use and handling of your Upper Dhali® product.

Examples may include:

Structural stitching failures not caused by misuse or accidental damage
Faults in construction or assembly
Manufacturing defects present at the time of delivery
Components becoming detached due to workmanship issues

Each warranty claim is assessed individually based on the nature of the issue and the circumstances involved.

What Is Not Covered

This warranty does not cover damage arising from normal wear and tear, misuse, accidents, improper storage, unauthorised alterations, or failure to follow the care instructions provided.

Examples include:

Damage caused by rough handling or play
Damage resulting from washing, soaking, machine cleaning or improper cleaning methods
Damage caused by pets, insects, moisture, mould, smoke or environmental exposure
Fading due to prolonged exposure to direct sunlight
Damage resulting from accidental drops, crushing or impact
Minor variations in fabrics, colours, embroidery, embellishments or finishes that are characteristic of handmade products
Changes that occur naturally over time through normal display and ageing

Handmade Products

Many Upper Dhali® products are individually handcrafted. For handmade products, slight variations in appearance, fabric placement, embroidery, embellishments, colour tones and finishing details are a natural part of the handmade process and are not considered faults.

Making a Warranty Claim

If you believe your item has a manufacturing fault, please contact us as soon as reasonably practicable after discovering the issue.

To assist with the assessment process, please provide:

Your name and order number
A description of the issue
Clear photographs showing the fault
Any additional information relevant to the claim

Claims can be submitted via our Contact Us page.

Assessment & Resolution

Once your claim has been received, Upper Dhali® will assess the issue and determine the appropriate remedy in accordance with Australian Consumer Law.

Depending on the circumstances, remedies may include:

Repair of the product
Replacement of the product
Refund of the purchase price
Another appropriate remedy permitted under Australian Consumer Law

Where return of the product is required for assessment, we will provide instructions at the time of the claim.

Care & Longevity

To maximise the lifespan of your Upper Dhali® product, we recommend following any care instructions provided with the product or available on our Product Care Information page. Proper display, storage and handling will help preserve the appearance and integrity of your keepsake for many years to come.

Updated: 16 June 2026