Spelean Support Request Form

Support Request Ticket
Welcome to the Spelean Australia Support process. We will collect as much information as possible from you in order to assess your request. Some information is required (marked with an *) in order for us to comply with the information needed by the equipment manufacturers, post/courier services and/or by local laws. You will not be able to proceed without it, you can save this form if you need to get information and come back to it.

Please ensure your contact details are correct otherwise we will be unable to reply to your request. If you complete everything fully, you will receive an automated confirmation email at the end of this process. If you do not receive that email within 5 minutes, please check your junk mail or spam folders. To make sure you do receive future correspondence, we also suggest you add support@spelean.com.au to your 'safe senders' list in your mail program.

IMPORTANT REMINDERS:
1. 🚫 We no longer accept Support Requests for Tilley Hats, BUFF Recreational Products, HydraCell, De Ticker, Omega Pacific or Slackline Industries.
2. 🌎 If your product is a parallel/grey/direct import (from overseas), then restrictions may apply to the support we can offer, or a fee may be charged to facilitate that support. You can read more on what a grey, parallel or direct import is here.
3. 🚫 We cannot offer support for products not sold into this market, i.e. stoves without AGA Approval, Tents only sold in Europe, etc.
4. Retail Stores/Dealers should only lodge Support Requests for items they sold to an end user, or item that is in store inventory. If a customer did not buy it from you, get them to lodge their own Support Request. Stores (and Operator customers) should only lodge Dealer/Retailer Support Requests, not a consumer request.
Please select Support option

Store Details
To minimise your data entry, please use your Spelean Debtor Code. This can be found on your Invoices to the right of the 'Ship To' address below the Invoice Number. You can also check with our Sales Team or login to our B2B.

If you don't have this, then please skip the Debtor Code field and fill in all the details below manually.

Debtor codes are usually 3 CAPITAL Letters (if you only have one location) view sample invoice image here
Select Debtor Code
DENAME*
Store Name
DEADD1*
Store Address Line 1
DEADD2
Store Address Line 2 (i.e. unit #, level #)
DESUBURB*
Suburb
DESTATE*
State (2/3 Letter Abbreviation)
DEPCODE*
Post Code
DEMNGEMAIL*
STORE EMAIL on file. You can type over this to enter a different store email contact if needed. Please ensure its correct to prevent processing delays
Employee Name*

First NameLast Name or Initial
Store Contact Number*
best number to contact you directly regarding this Request
How can we assist?

Warranty or Repair EnquirySpare Parts EnquiryMis-shipped, Damaged in Transit, Non-damaged Return RequestItem mis-packaged or faulty in box/packaging

Consumer/End User Details
Name*

First NameLast Name
Company
only needed if address below is for a business/school/company
Address*

Street Address

Unit/Apartment/Flat Number

City

Postcode
State
i

If you do not receive your code within 5 mins, please check your spam/junk folder. Alternatively try a different email address as these types of emails can be blocked by some servers/hosting companies.
Verified Email*
Phone Number*
Please enter a valid phone number.
Customer Type

End User
Date of Purchase

DayMonthYear
Purchased From

Store NameStore Suburb
Store Location
Invoice/Receipt Number
Your invoice or receipt number (you can attach a copy at the end). You MUST provide this if you are claiming a Warranty.

Select product Brand*
Please note: We no longer process claims for BUFF (Sport Products), Tilley, SlackLine Industries, HydraCell, Omega Pacific or DeTicker. You will need to contact the manufacturer directly.

Product Details - Petzl
Spelean SKU
optional - available from www.spelean.com.au - NOT BARCODE
Petzl Reference Number*
Please provide the Petzl Part Number. Read here on how/where to find your part number.
Product Type*
Product Name*
Serial Number (PPE)*
We require this for all PPE (life support) Equipment
Click here for information on how to find your Petzl Serial Number.
Manufacture Date
Click here for instructions on how to find your Headlamp Date of Manufacture, or here for PPE Date of Manufacture.
Quantity Serialised
Quantity
Size/Colour
Describe Issue/Concern*
Issue Identified*

DayMonthYear
When did you first notice this issue or when did this incident/issue first occur
Requested Support*

RepairWarranty
Requested Support*

Spare Part

Product Details - Cascade Designs Brands
Brand
Spelean SKU
optional - available from www.spelean.com.au - NOT BARCODE
Cascade Part Number
Product Name/Model/Colour*
Manuf Date/Batch #/Serial #
may have a batch number, serial number, date of manufacture, size, etc
Some MSR tents will have a Date of Manufacture Label. see here
Quantity*
Describe Issue/Concern*
Issue Identified*

DayMonthYear
When did you first notice this issue or when did this incident/issue first occur
Requested Support*

RepairWarranty
Requested Support*

Spare Part

Product Details - GSI
Spelean SKU
optional - available from www.spelean.com.au - NOT BARCODE
GSI Part Number
Product Name/Model*
Colour/Size
Quantity*
Describe Issue/Concern*
Issue Identified*

DayMonthYear
When did you first notice this issue or when did this incident/issue first occur
Requested Support*

RepairWarranty
Requested Support*

Spare Part

Product Details - Other Brands
Brand
Spelean SKU
optional - available from www.spelean.com.au - NOT BARCODE
Manuf. Part Number
Product Name/Model*
Colour/Size/Style
Batch/Serial #/Manf Date
any unique identifier - Batch Number, Tracer Ribbon, DOM, Serial # etc
IMEI #
ZOLEO device's IMEI number is on the label on the back of the unit or on the original packaging. It's also available in your MyZOLEO account online
Quantity*
Describe Issue/Concern*
Issue Identified*

DayMonthYear
When did you first notice this issue or when did this incident/issue first occur
Support Requested*

RepairWarranty
Support Requested*

Spare Part

Consumer (Your Customer) & Purchase Details
With your permission, we may need to contact the customer/end user to collect more information to process this request. If we need to send the customer a return label then we will require all of these details for the eParcel service. This additional data will only be used for the purposes of this Support Request. See our Privacy Policy

🔒Please note that Australian privacy law allows an organisation to use or disclose a customers personal information for the reason they collected it (the primary purpose). In this instance providing this information for the purpose of support/warranty for a product we distribute is the primary purpose and permissable under the law.
Stock Type*
Was the stock mis-shipped or damaged in transit?*

YesNo
Was the stock faulty or incorrect in its box?

YesNo
Was the stock in use in your facility (gym, adv park, etc)

YesNo
Customer/User Email*
Please check this is correct. Errors slow down our response time
Customer/User Name*

Customer First NameCustomer Last Name
Customer Type

Retail Store
Customer/User Phone
Please enter a valid phone number.
Customer/User Address

Street Address

Street Address Line 2

CityState

Post Code
State
Please note: If this is a store stock claim then please provide original Spelean Invoice number*. Returns for mis-shipped or damaged goods must be lodged within 7 days of receiving the goods as per our Trading Terms & Conditions. If this is for an item sold to an end user returned to your store, please include your return reference.
Date of Purchase*

DayMonthYear
Store Reference
Your store return reference number given to your customer
Spelean Invoice
Our Invoice Number* the damaged or mis-shipped goods were sent on
Date Stock Received

DayMonthYear
Brand
Reason for Return
This section may already be pre-filled with any issue previously advised. Please tell us about the stock item(s) you would like to return and the reason you would like to return them. Include SKU's and Quantities.
Mis-Ship/Damage information
Please tell us what items were mis-shipped or damaged in transit. Include SKU's, quantities and describe damage if necessary. (photos can be added on the next page)

Uploads
To assist with processing this Request, you can submit documents or photos. Please upload them in the relevant boxes so that we receive them in our system in the correct sections.

If you do not have any uploads just click NEXT.
To assist with processing this Parts Request, please submit photos to show the problem or damaged part and also photos that identify the product itself. Many of the products we sell have multiple generations or versions and its important to identify the exact model/style/generation. A photo of a label or tag with the model number or manufature date would be perfect and assists our team to ensure you get a part that works. For items like tent poles, a photo of the complete pole set as well as the damaged pole would be ideal.
Invoice/Sales Order/Receipt

only upload a copy of invoice/receipt here. PDF, JPG or PNG only
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Photo 1

only upload a photo of the product here. JPG, PNG or GIF - 5mb max
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Photo 2

only upload a photo of the product here. JPG, PNG or GIF - 5mb max
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Photo 3

only upload a photo of the product here. JPG, PNG or GIF - 5mb max
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Photo 4

only upload a photo of the product here. JPG, PNG or GIF - 5mb max
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Terms & Conditions - Retailer
Please ensure you have read our Warranty Claim Procedure which applies to all Support Requests.

In accordance with the ACCC guidelines, the decision to repair, replace, warrant, repair for a fee or replace with a similar item, is at our discretion based on our professional assessment of the product and the manufacturer's original guarantees or warranty. This may not always align with the choice you've requested on this form or what you've advised your customer.
This Support Request is for products initially sold by Spelean Pty Ltd to an authorised retailer in Australia. By submitting this request, you are confirming the item listed was sold by your store.
Is product a Grey Import*

No
If your customer purchased the item from an overseas retailer or website such as amazon.com (a parrallel importer) or from a non-authorised Spelean dealer (a grey importer), please direct the customer to the retailer where they purchased the product or direct them to lodge their own End User Support Request via our website.
There will be a THANK YOU page displayed once this Request has been sucessfully processed and it will display a Support Request Number for future reference and correspondence. Please make a note of it. If you are required to return an item for assessment, details will be provided by our Support Team and you WILL BE REQUIRED to include this Support Request Number with the item. Failure to include the Support Request Number with a return will delay processing and assessment.

If you do not receive an automated notification email from us, then your Request has not been submitted properly.

Terms & Conditions - Consumer
In accordance with the ACCC guidelines, the decision to repair, replace, warrant, repair for a fee or replace with a similar item, is at our discretion based on our professional assessment of the product and the manufacturer's original guarantees or warranty. This may not always align with the choice you've requested on this form.

If this product is PPE, and it fails a safety inspection (other than for the return reason specified on this request), then the assessment will cease. You will be informed and the product quarantined and will NOT be returned to you due to our legal requirements and manufacturers direction. If it's Petzl, please follow the Petzl PPE Inspection Procedure and Inspection Form for your product to make sure it is safe before submitting this request. i.e. if you submit a piece of equipment for a fault but another area of the equipment has excessive wear or damage that renders it as 'do not use' or 'retire' under manufacturers guidelines, we cannot return it to you and cannot process your support request.

If you return equipment in an unhygienic condition, that our Support Team cannot handle, it will be returned to you for cleaning before processing a support request. Please ensure all items returned are washed and in a clean and dry condition.

All fabric items MUST BE WASHED i.e. mats, tents, harnesses, socks, sleeping bags, chairs, hats, towels...

All hard goods MUST BE CLEANED i.e. cookware, whistles, climbing gear, bottles...
Spelean provides support for all products in our current brand portfolio sold by Spelean Pty Ltd to retail stores in Australia. We do not necessarily provide support for products purchased outside of Australia, or from resellers that are not Spelean Authorised retailers; as we at no point handled those products or derived income from them.
- Please read about our Grey Imports Policy here.
- Please read the Australian Government rules on Parallel/Grey imports on the ACCC website
If you purchased the item from an overseas retailer or website such as amazon.com.au (a parrallel importer) (read Amazon's conditions) or from a non-authorised Spelean retailer (a grey importer) such as trekinn.com, varuste.net, honeybros.com, wiggle.com etc and you have a warranty claim, your first point of contact is the orginal seller (shop or website) as they are responsible for warranty claims for that product.

Spelean has no obligation to process support claims for grey imports. We may process a claim for a fee, and this is assessed on an individual case by case basis after you submit this support request.
Is product a Grey Import or bought online overseas*

NoYes
There will be a THANK YOU page displayed once this Request has been sucessfully processed and it will provide a Support Request Number for future reference and correspondence. Please make a note of that number. If you are required to return the item for assessment please include this Support Request Number with the item. Failure to include the number may delay processing and assessment of your item.

If you do not receive an automated notification email from us, then your Request has not been submitted properly or you did not provide a valid email address.

MSR Stove SERVICE Request (Not Warranty/Repair)

Please note, the options shown below are for standard or annual liquid fuel stove services. We cannot service gas fuelled stoves. If your stove requires an overhaul, or repair from damage please go back to the start of this process (use BACK Button below) and lodge a Consumer Support Request and select Repair or Warranty as appropriate.
Name*

First NameLast Name
Organisation
only if you are lodging on behalf of school/business/company
Email*
Address*

Street Address

Apartment/Unit Number

SuburbState

Post Code
Phone Number
Valid mobile or landline
Please select the relevant stove service below. Please note if this is a Warranty/Repair query please lodge a standard Consumer Support Request, NOT a stove Service Request as we need to collect some photos of the damage (use BACK Button below).

Our Support Team will then contact you to discuss the issues with your stove and what is required and what the price will be.

You will be required to ship the stove to us; the details will be provided via email after submitting this request.
- Please DO NOT SHIP fuel with stoves.
- Stoves should be returned in a clean condition
Once serviced, the stove will be returned to you via Australia Post eParcel Service, to the address provided on this form.

After you submit this form please wait for the confirmation email and an email or phone call from our support team for instructions. Please add support@spelean.com.au to your safe senders list or contacts to ensure it doesn't end up in spam/junk.
The following are basic Standard Service options

After discussion with you and/or upon inspection of your stove/pump, you will be advised the cost of the service/repair, and invoiced before the service or repair is started.
Service type:
Quantity of Stoves:
Please describe any issue or fault with your stove or pump
Provide a photo of your stove

Provide a photo so we can verify the model of your stove or pump
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IMPORTANT: if your stove or fuel pump is damaged or needs a repair or warranty, please click [BACK] below and lodge a Consumer Support Request & select 'Repair' or 'Warranty' as appropriate DO NOT click [NEXT] and lodge an MSR Service Request.

Thank you that's all the questions we have for this Support Request.
Should be Empty:

Support Request Ticket

Store Details

Consumer/End User Details

Product Details - Petzl

Product Details - Cascade Designs Brands

Product Details - GSI

Product Details - Other Brands

Consumer (Your Customer) & Purchase Details

Uploads

Terms & Conditions - Retailer

Terms & Conditions - Consumer

MSR Stove SERVICE Request (Not Warranty/Repair)

The following are basic Standard Service options