POLAR SERVICE SENDING INSTRUCTIONS

Sending Instructions Customer Care Charter

1. Pack the product carefully to avoid damage - do not send in a normal DL type envelope (even if "bubble wrapped"), which can be damaged by the Australia Post mailing/sorting equipment. Bubble wrapped in an Australia Express Post Satchel is a good method of despatch plus you have a bag number for tracking.

2. Please CLEARLY PRINT your NAME and ADDRESS on the OUTSIDE of the packing (this assists us in logging the repairs and you should a follow up be required).

3. Include all parts of the Polar Heart Rate Monitor (transmitter belt and wrist receiver).

Note. When a battery is replaced in the receiver (watch), the transmitter will also be tested FREE OF CHARGE. The service report will indicate the condition of both items. Thus always send the transmitter and receiver when any service is required.

3. Include Proof of Purchase (ie. a copy of a receipt or similar from an Authorised Polar Retailer is mandatory if claiming a factory warranty where no costs/charges apply). Please mark WARRANTY clearly on the outside of the package, along side your name, for fast service. (See Limited Polar Warranty link at bottom of page).
If there are NO FAULTS FOUND and it is an obvious user error due to not referencing the check list or the user's manual, a basic charge of $18.50 will apply to cover service time and return freight. Please contact your retailer or Pursuit Performance for advice before returning under factory warranty.

4. Include a concise detailed description of the problem. Insufficient information could increase repair time and additional cost - (a Service Repair Form is available at the bottom of this page for your convenience).

5. Include your name, return address and daytime email address and telephone number.

6. Include payment details - see Basic Servicing Costs.

7. If Priority Service is required (placed at top of service queue - an additional $11.00 per repair applies). PRIORITY must be Clearly Marked on the outside of the package along with your name and address.

9. Ship at the consumers cost to Fitness Maintenance: (Overnight Australia Express Post or courier is fastest and preferable).

In general, the average turn-around time for a repair is between 5-6 working days from the receipt of the goods in the repair centre. This varies upon the time of year; beginning of sporting seasons, holiday periods experience much longer delays. See the scroller at the bottom of thid page, the main service page and repair form for the current receipt-to-repair time.

All repairs are returned by overnight delivery - the preferred method is by Courier requiring a signature at the receiving end. Proof of delivery enables freight tracking, establishing who received and signed for the delivery. If there is usually no one available/home to sign, the goods can be sent to a work address marked to your attention (in this case a business name is also required for the delivery).

A repair can also be returned with No Signature obtained; the goods will always be delivered regardless of there being anyone at the address to accept the goods - this method is not as secure.

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