Your consumer rights
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
12-month card replacement warranty
In addition to your rights under Australian Consumer Law, Ground Up warrants each NFC card against a faulty NFC chip, card failure or manufacturing defect under normal use for 12 months from its delivery date. Once we confirm an eligible fault, we will configure and send a replacement card, including standard replacement delivery, at no charge.
This additional warranty does not cover loss, theft, misuse, deliberate or accidental damage, unauthorised modification, or cosmetic wear that does not affect the card’s operation. These exclusions do not limit any rights or remedies that cannot lawfully be excluded.
30-day review money-back guarantee
Our review guarantee applies to standard Ground Up Google Review cards purchased directly from us and programmed for an active Google Business Profile. Put the card into normal customer-facing use within 7 days of delivery. If that business receives no new Google review during the following 30 consecutive days, you can claim a refund of the eligible standard review-card purchase price.
To claim, email us within 7 days after the 30-day period ends. Include your order number, the date the card entered use, and screenshots or other reasonable evidence showing the business’s Google review count at the start and end of the period. We may verify the public Google Business Profile and card activation or tap records. The card must have remained correctly placed, linked and available for customer use throughout the period.
The guarantee excludes custom cards, cards programmed for a destination other than Google Reviews, shipping, artwork or design fees, analytics subscriptions, and disruptions caused by Google or an incorrect, suspended or inaccessible profile. It does not promise positive or five-star feedback. Reviews must be genuine and voluntarily submitted. Limit one claim per business per order. Approved refunds are returned to the original payment method, and we may deactivate the refunded cards’ Ground Up tracking links.
Faulty or incorrect products
Contact us with your order details and a description of the issue. We may ask for photos, video or the card to be returned so we can assess it. We will cover reasonable return costs where the product is confirmed to be faulty, damaged on arrival or not what was ordered.
Configured products and change of mind
Because cards are configured for a specific Google Business Profile, we generally do not accept change-of-mind returns once configuration has started. This does not limit any rights you have when a product or service fails to meet a consumer guarantee.
How to make a request
Claims are handled by Ground Up Australia, Queensland, Australia. Email lewis@groundupaustralia.com with your name, order reference, the issue and the outcome you are seeking, or call 0490 756 028. We will acknowledge the request and provide the return address and instructions where needed. Please do not send a product back before receiving those instructions. Ground Up pays standard delivery for an approved warranty replacement and reasonable return costs for a product confirmed to be faulty.