Reporting Issues
To ensure timely assessment, customers must:
- Inspect all goods upon delivery or pick-up
- Report any transit damage, defects or incorrect items within 48 hours
- Not install the item if it appears damaged or incorrect
Claims lodged after installation or after the 48-hour inspection window will not be accepted.
Warranty Coverage:
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Warranty Exclusions:
The warranty does not cover:
- Damage caused by improper installation, incorrect plumbing or electrical connection
- Damage occurring after installation
- Damage from water exposure, moisture, mould, or lack of sealing (especially for cabinets/vanities)
- Misuse, abuse, neglect or accidental damage
- Damage caused during secondary transit or handling by third parties
- Incorrect cleaning or use of harsh chemicals
- Modifications, alterations or non-authorised repairs
- Normal wear and tear, surface scratches or aesthetic imperfections occurring after installation
Installer Responsibilities
- All installations must be performed by licensed or suitably qualified professionals.
- Installers are responsible for adjusting doors, drawers or levels after installation as transportation and installation may cause minor misalignment.
Service Call-Out Fees
If an on-site visit is requested and the issue is not due to a manufacturing defect, call-out fees apply:
- $150.00 per hour
- Service time: 9am-3pm, business days
- Response time depends on technician availability
Examples where call-out fees apply:
- Incorrect installation
- Minor adjustments required after installation
- Issues unrelated to product defect
Warranty Claim Process
To lodge a warranty claim, email: [email protected]
Please provide:
- Proof of purchase
- Photos/videos showing the issue
- A detailed description of the problem
- Installer details (if applicable)
Our team will evaluate the claim and determine appropriate remedies as required under ACL.