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Warranty Policy
Our Warranty Commitment
Our Warranty Commitment
We are committed to providing high-quality bathroom fixtures and accessories that are built to last. Our warranty coverage protects your investment and gives you peace of mind with every purchase.
Warranty coverage varies by product brand and type. This page outlines the different warranty options available and what they cover.
Prima/Prima+ Appliances
5-Year Parts / 2-Year Labour Guarantee
Our Prima and Prima+ appliances are backed by a comprehensive 5-Year Parts / 2-Year Labour Guarantee, supported by PrimaCare.
Coverage Breakdown:
- Years 1-2: Full coverage of parts and labour costs
- Years 3-5: Parts only covered (labour costs must be paid)
Repairs must be carried out by an approved Primacare engineer. Labour costs for years 3-5 must be paid prior to completion of the repair.
Registration Required
To activate your warranty coverage, Prima/Prima+ appliances must be registered within 30 days of purchase.
Registration ensures that your appliance is properly recorded and you receive full warranty protection. Please keep your proof of purchase and guarantee card for reference.
Coverage May Vary by Model
Warranty coverage terms may vary depending on the specific Prima or Prima+ model. Some older models may carry different coverage terms (such as 2-year parts and labour). Please confirm the exact warranty terms against your specific model’s guarantee card.
Manufacturer Warranties
Varied Coverage by Brand
For all products we distribute from other manufacturers (including VitrA, Fisher & Paykel, Teka, RefleXion, Bathrooms to Love, and others), the warranty is the manufacturer’s own and varies widely depending on the brand and product type.
Typical Warranty Periods:
- Appliances: typically 1–2 years
- Shower enclosures: much longer guarantees
- Furniture: extended warranty periods
- Sinks & Taps: varies by manufacturer
For specific warranty information on a product, please contact our support team or refer to the product documentation.
What Warranty Covers
Covered Under Warranty
Warranties cover manufacturing defects and faults under normal use. This includes:
- Defects in materials or workmanship
- Mechanical or electrical failures
- Functional issues that prevent normal use
Not Covered Under Warranty
Warranties generally exclude the following:
- Misuse or abuse of the product
- Normal wear and tear
- Accidental damage
- Installation damage or improper installation
- Normal wear and tear
- Consumable items
- Damage from improper maintenance
Warranty Conditions
Conditions that need to be met
To maintain your warranty coverage, the following conditions must be met:
- Registration: Product must be registered within the specified timeframe (typically 30 days for Prima/Prima+ appliances)
- Approved Service Network: Repairs must be carried out by the approved service network or authorized representatives
- Prompt Reporting: Faults must be reported promptly and the item should not be used once a fault is known
- Proof of Purchase: Original proof of purchase and guarantee card must be retained
- Normal Use: Product must be used according to manufacturer instructions
How to Make a Warranty Claim
Filing a warranty claim
To maintain your warranty coverage, the following conditions must be met:
- Contact our support team as soon as you notice a fault or issue with your product
- Provide your order number, proof of purchase, and detailed description of the issue
- Stop using the product to prevent further damage
- We will assess your claim and arrange repair or replacement through the appropriate service network
- Once approved, repairs will be arranged at no cost (within warranty coverage)
Questions About Warranty?
Our support team is here to help. Contact us anytime with questions about our warranty policy.
