Warranty & consumer guarantees

Australian Consumer Law provides guarantees for consumer purchases. Depending on the circumstances, goods must be of acceptable quality, match their description and sample, be suitable for a purpose made known before purchase and satisfy other applicable guarantees. These rights are part of the purchase; a paid protection plan or manufacturer registration is not required to obtain them.

A purchase for a business can also attract consumer guarantees in some circumstances. A trade account label alone does not determine whether the law applies.

There is no single fixed statutory warranty period for every product. What is reasonable depends on matters including the type of product, its price, representations about it and the circumstances of use. The expiry of a stated manufacturer warranty does not necessarily end consumer-guarantee protection.

A basin, mixer, electrical mirror, cabinet and floor can have different expected performance and maintenance requirements. We do not apply one blanket warranty duration to every category.

An additional warranty is a separate promise made by the business identified in its warranty document. Before relying on it, check the exact model, the warrantor’s identity and contact details, what is covered, its duration, any conditions, how to claim and who pays claim expenses. Product information should identify any warranty offered with your purchase.

This page does not create a new fixed-term or lifetime warranty. Any additional warranty is supplied alongside, not in place of, your statutory rights.

Keep your order confirmation and any written product or installation documents. Useful records include the model and serial or batch number, the installer’s invoice, the date installation was completed, and photographs showing the issue. For cabinetry, retain approved drawings and any agreed variations. For flooring, keep the batch details and the installation and maintenance instructions.

Tell us if a document is missing. Lack of a manufacturer registration or the original packaging does not automatically remove your consumer-guarantee rights.

Use licensed trades where required and follow the instructions for the specific product. Check plumbing pressure, electrical connection, substrate, ventilation, waterproofing and loading requirements with the relevant professional before installation. Use care products suitable for the actual finish rather than assuming every surface tolerates the same chemicals or abrasion.

Damage caused by misuse or incorrect third-party installation is different from a defect in the goods as supplied. We assess the cause and the applicable rights; the mere fact that a product has been installed is not a blanket reason to reject a claim.

Use customer support and identify your order, product and the problem. Let us know whether the item is installed, when the issue began and whether there is an immediate safety concern. We may ask for reasonable additional information or arrange assessment. We will explain the proposed process and any safe handling steps.

You can bring a consumer-guarantee claim to us as the seller. We may coordinate with a manufacturer or service agent, but you do not have to pursue the manufacturer as your only route.

The available remedy depends on the nature and seriousness of the failure. Read Returns & refunds for assessment, major and minor failures, collection of bulky goods and reasonable return costs. Tell us about any associated loss and keep evidence such as invoices. We consider compensation where required by law rather than excluding all consequential loss through a general disclaimer.

Do not authorise non-urgent dismantling or repairs solely on the assumption that an additional warranty covers them. Contact us to coordinate, while taking any immediate action necessary to make the situation safe.

Stop using a product if continued use may be unsafe. For an electrical or plumbing hazard, obtain appropriately qualified help to isolate the supply safely. Do not post account credentials, full card details or unnecessary household information when reporting an issue.

If you disagree with the outcome, use Feedback & complaints. Information about additional warranties is available from the ACCC. Your access to a regulator, consumer agency or tribunal is not made conditional on accepting our assessment.