2.1 Statutory Guarantees (ACL Statement)
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.
2.2 Standard Warranty Coverage
CoreWood Trading Pty Ltd offers the following standard warranties to the original purchaser from the date of invoice:
- Smart Toilets (Electronic Components): 2 Years limited warranty.
- Smart Toilets (Ceramic & Hardware Structures): 5 Years limited warranty.
- General Building Materials: 1 Year limited warranty against manufacturing defects.
2.3 Strict Exclusions & Void Conditions (Installation Requirements)
All standard and extended warranties will be automatically and strictly VOID if any of the following occur:
- Lack of Compliance Certificate (Mandatory Requirement): Smart toilets and any building materials requiring plumbing or electrical connections MUST be installed by an actively Licensed Plumber and/or Licensed Electrician operating legally within Australia. To lodge any warranty claim, the purchaser MUST provide a valid Compliance Certificate issued by the licensed tradesperson. Failure to produce this certificate immediately voids all warranty claims.
- Water Damage to Electronic Components: Smart toilets are advanced electronic appliances. Direct spraying, washing, or hosing of the electronic circuitry, control panels, or power supply areas is strictly prohibited. Any water damage resulting from improper cleaning methods will immediately void the warranty.
- Lack of Consumable Maintenance: Certain smart toilet models feature foam shield functions and internal water filtration systems. These functions utilize consumables that require regular maintenance, cleaning, and replacement according to the user manual. Any malfunction, blockage, or internal damage caused by a failure to perform regular maintenance or replace these consumables will not be covered under warranty.
- Improper Use: Installation of products designated for residential use in commercial, industrial, or high-traffic public environments.
- General Misuse: Damage caused by harsh chemical cleaners, poor on-site water quality, unstable electrical voltage, modifications, or physical abuse.
2.4 Extended Warranty
Extended warranties may be purchased at the point of initial sale. The extended warranty commences immediately upon the expiration of the Standard Warranty. It covers the same scope and is subject to the exact same exclusions and installation requirements as the Standard Warranty.
2.5 Warranty Claim Process & Freight Costs
To initiate a warranty claim, the purchaser must contact us in writing with proof of purchase, photographic/video evidence of the fault, and the required Compliance Certificate. The purchaser is solely responsible for bearing the upfront cost of return freight for any goods sent back to our facility for inspection. If, upon technical inspection, the goods are deemed defective and covered under this warranty, CoreWood Trading Pty Ltd will reimburse the purchaser for reasonable and pre-approved return freight costs. Except where the goods are deemed ‘bulky or hard to remove’ under the Australian Consumer Law, in which case CoreWood Trading Pty Ltd will arrange for the collection of the defective goods at our expense, subject to confirmation of a major failure.
2.6 Product-Specific Disclaimers (Installation Constitutes Acceptance)
- Sintered Stone & Tiles: Sintered stone and tiles are manufactured from natural minerals, meaning slight variations in color, shade, and veining between batches are standard industry characteristics and do not constitute a manufacturing defect. It is the strict responsibility of the purchaser and their installer to inspect all slabs and tiles prior to installation. Once the product has been cut, modified, adhered, or installed, it is deemed unconditionally accepted by the purchaser (Installation Constitutes Acceptance). No claims for visual defects, color discrepancies, or sizing errors will be entertained after installation has commenced.
- Kitchen & Custom Cabinetry: Our cabinetry is designed exclusively for indoor, dry environments. The warranty does not cover any swelling, warping, water damage, or structural deterioration caused by excessive moisture exposure, plumbing leaks, or installation prior to the completion and full curing of wet trades (e.g., plastering, screeding) on site.
2.7 On-Site Service & Call-Out Fees
For smart toilet products within the warranty period, CoreWood Trading Pty Ltd may, at our discretion, dispatch an Authorized Service Agent to the installation site. Please be advised that before any service agent is dispatched, the purchaser must agree to our Service Call-Out terms and a pre-authorization of the fee. If the attending agent determines that the fault is NOT due to a manufacturing defect, but is instead caused by any of the following, a Call-Out Fee of $150 – $250 AUD will be strictly charged to the purchaser:
- Blockages in valves or filters caused by construction debris, dirt, or poor water quality.
- Unstable or non-compliant on-site water pressure or electrical voltage.
- Incorrect wiring, plumbing, or installation errors by the original tradesperson.
- Physical damage caused by improper use, harsh cleaning chemicals, or water damage to electronic components.
(Note: If the fault is deemed a manufacturing defect covered by warranty, no fee will be charged.)