How do I make a warranty claim?

When it is a warranty claim

A warranty claim covers a product that was fine on arrival and has since developed a fault — a cartridge that drips, a finish that lifts, a soft-close mechanism that stops closing, a cistern that will not seal.

A product that arrived broken is not a warranty claim. That is damage on delivery and has to be reported within 48 hours, so use that path instead — it resolves much faster.

How to lodge the claim

1. 1Submit a support request and choose "Product Fault or Warranty".
2. 2Attach your evidence.We need photos, a short video where the fault moves or leaks, the invoice and installation details — see what evidence is required.
3. 3Tell us when and by whom it was installed.Most manufacturer warranties on plumbing products require installation by a licensed plumber, and the claim will be refused without it.
4. 4We assess and, where required, lodge with the manufacturer.You get a case number immediately and a human response within one business day.
5. 5The outcome is a repair, a replacement part, a replacement product, or a refund.Which one is determined by the manufacturer‘s warranty terms and the nature of the fault.

How long it takes

Straightforward claims we can resolve ourselves — a spare part, a cartridge, a seal kit — are usually settled within a week. Claims that need manufacturer assessment take longer, because the manufacturer sets the pace: two to four weeks is typical, and some brands ask to inspect the product first.

We chase manufacturers on your behalf and update your case as we hear back. You do not need to deal with the brand directly.

What warranties do not cover

• Damage from incorrect installation, or installation by an unlicensed person where a licence is required.
• Damage from abrasive or acidic cleaners — the single most common reason a tapware finish claim is refused. See the product care guide.
• Fair wear on consumable parts such as seals, washers and batteries.
• Water damage caused by mains pressure outside the product’s rated range, or by no pressure-limiting valve being fitted.
• Chips, scratches and marks that were not reported on delivery.