At a glance
Four steps from problem to plan.
Prepare
Gather the basics
Have your order number, product name and a clear description of the issue ready.
Send
Email your claim
Attach clear photos or a short video where that helps show the fault.
Assess
Hear from us
We will respond within 24 hours at the latest and may ask for more information or safe testing.
Resolve
Follow the plan
Depending on the issue and your rights, the outcome may be repair, replacement, refund or another remedy.
Include
What helps us assess faster
- Order number or other proof of purchase
- Product name and, if visible, serial or model details
- When the issue began and what you were doing
- Clear photos of the product, fault and accessories
- A short video if movement, sound or indicators matter
Safety first
Stop using an unsafe product
Do not keep using or charging a product that is swollen, leaking, unusually hot, damaged, smoking or giving off an unusual smell or sound.
Read the battery safety guide →Do not post it
Wait for battery return instructions
Do not post a damaged, swollen, leaking, recalled or overheating battery product. Contact Mirel first and wait for our safe return or disposal instructions.
The finer details
Warranty claim questions.
What does the one-year Mirel warranty cover?
Mirel provides a one-year limited warranty from the original purchase date for covered manufacturing defects. Following assessment, Mirel may repair, replace or refund a covered product, subject to applicable law.
What is not covered by the voluntary warranty?
The limited warranty does not cover accidents, misuse, abuse, unauthorised alterations, improper storage, failure to follow instructions, incompatible accessories, normal wear and tear, or damage from external causes. This does not remove any rights you have under the Australian Consumer Law.
Do my consumer-law rights stop after one year?
No. The Mirel warranty is an additional benefit. Australian Consumer Law guarantees may continue beyond one year depending on the product, its price, expected lifespan and the circumstances.
Who pays return postage for a valid claim?
For a valid claim involving a faulty product, transit damage or an incorrect item, Mirel covers reasonable return shipping costs and will provide instructions or a label where available. Please do not send anything before written approval.
How long will the assessment take?
We will respond within 24 hours at the latest. The full assessment can take longer if we need more evidence, safe testing, inspection, courier information or advice from a product specialist. We will keep you informed of the next step.
What if the product was damaged in delivery?
Contact us as soon as possible. Include photographs of the product, the damage, outer and inner packaging, shipping label and any visible serial or product identifier. This helps us investigate with the carrier and does not limit your legal rights.
Can I send the product back now?
No. Email us first. Unauthorised returns may be delayed, refused or returned to sender where permitted by law. Battery products also need suitable transport instructions, especially if damaged.
Ready to begin?
Send the essentials. We will take it from there.
Email hello@mirel.com.au. We will respond within 24 hours at the latest.
Start a warranty claim