WA0001 RevE
Note: This Express Warranty is only
applicable to products sold and in-
stalled in Australia and New Zealand
and purchased after
1st March 2022. Please refer to
phoenixtapware.com.au/warranty for
products purchased before this date.
— phoenixtapware.com.au
Warranty
2023
Warranty
VIC Office & Warehouse
926 Mountain Hwy, Bayswater
VIC 3153, Australia
Ph +61 3 9780 4200
WA Office & Warehouse
23/10 Geddes Street, Balcatta
WA 6021, Australia
Ph +61 8 6147 9330
Phoenix Industries Pty Ltd
ABN 48 007 215 876
— phoenixtapware.com.au
Warranty Card
1.
Warranty Conditions
This Express Warranty covers products purchased after 1 March 2022.
1.1.
Phoenix Industries Pty Ltd (“Phoenix Tapware”) provides the following
warranty for all Phoenix Tapware Products purchased in Australia and
New Zealand from an authorised Phoenix Tapware reseller for use in
domestic or commercial installations. For the avoidance of doubt,
Phoenix Tapware Products purchased outside Australia or New Zealand
from other sources, including grey, parallel or direct imports, are not
covered by this warranty as Phoenix Tapware Products may not meet
local regulations and you should refer to the terms and conditions that
accompany your Product or any warranty provided by the retailer or
relevant sales company in the relevant country of purchase.
1.2. This Express Warranty covers Phoenix Tapware Products and applies to
defects which have arisen solely from faulty materials or workmanship in
the Products. For the avoidance of doubt, defects which arise as a result
of the following are not covered by this warranty:
(a)
abuse, misuse, neglect, maltreatment, excessive stress or strain;
(b)
excessive water pressure or temperature (which do not comply with
the recommended usage below);
(c)
repairs or alterations (other than by an accredited and licensed
technician); and
(d)
attachments of accessories any kind (other than approved Phoenix
Tapware attachments that are correctly installed).
1.3. For the purpose of this Express Warranty, a Phoenix Tapware Product is a
product which:
(a)
was manufactured by or on behalf of Phoenix Tapware;
(b)
bears a trademark owned by Phoenix Tapware;
(c)
was sold by an authorised reseller or distributor of Phoenix Tapware;
and
(d)
was purchased in Australia or New Zealand for use in Australia or
New Zealand.
1.4. This Express Warranty commences on the earlier of:
(a)
the date of purchase or, for new buildings, the date of handover; or
(b)
the date of installation, provided the date of installation is no
greater than twelve (12) months from the date of purchase,
and will continue for the relevant periods set out in the warranty period
tables below.
1.5. It is the installer/consumer’s responsibility to ensure:
(a)
the Product is not damaged prior to installation;
(b)
the Product has all of its components; and
(c)
required maintenance is performed on the Product.
1.6. The Express Warranties provided in this Warranty Card are personal to
the Consumer who acquires the Product from the relevant retailer for
their own consumption or use and not for resale or resupply. Accordingly,
claims made pursuant to this express warranty cannot be made by
anyone other than the Consumer.
1.7.
If the Express Warranty:
(a)
is covered by a parts and labour warranty, the warranty covers both
the repair of the defective part or the provision of a spare part to
replace the defective part but does not cover the installation of
that part to the extent that the installation requires the removal,
alteration, repair or change to a connecting surface or any indirect
or consequential building works; or
(b)
is covered by a parts only warranty, the warranty covers only the
repair of the defective part or the provision of a spare part to
replace the defective part and does not include the removal of the
defective part or the installation of the repaired or replaced part.
1.8. In this Express Warranty, special order, custom or discontinued items may
be replaced by a reasonable alternative product and/or finish should a
valid warranty claim occur.
1.9. In addition to this Express Warranty, our Products come with consumer
guarantees that under the Consumer Law cannot be excluded,
restricted or modified under this Express Warranty. You are entitled to a
replacement or refund for a major failure and compensation for any other
loss or damage. You are also entitled to have the Products repaired or
replaced if the Products fail to be of acceptable quality and the failure
does not amount to a major failure.
2.
Warranty Periods
2.1. Residential
Phoenix Tapware warrants that the below Products which are purchased
by consumers for use in a residential home will be free from all defects in
materials and workmanship for the periods specified below. Conditions
apply to special order, custom or discontinued items, refer to section 1.8.
Note: Unless specified, labour is not included.
1 Excludes damage to ceramic disc cartridges from pieces of copper tube, plastic
tube, sand, dirt, or thread tape etc. 2 In order to claim on Filtered Sink Mixer filters &
housing, receipts must be presented to verify filter cartridges have been replaced
as specified (every 6 months). 3 Chrome finish covered under standard replacement
product or parts warranty. 4 Excludes Sinks, Drains and ‘tea staining’, refer to
care instructions available at https://www.phoenixtapware.com.au/faq-category/
cleaning-and-care/ 5 Excludes scratching or normal wear and tear. Any imperfections
in the finishes, natural materials, or signs of scratching, denting, rusting, spotting,
discolouration, or tampering should be viewed as typical characteristics rather than
faults in these crafted products. 6 Excludes NX and LuxeXP Showers.
Residential Warranty
Category
Period (Yrs)
Details
Mixers
Lifetime / 15
/ 7 / 1
Lifetime
15 Years
7 Years
1 Year
1 Year
Parts Only
- Replacement European cartridge1
- Replacement standard cartridge1
- Replacement product or parts2
- Labour
- Braided hoses, pull-out hand pieces,
filters & housing2
Tapware &
Outlets
7 / 1
7 Years
1 Year
1 Year
Parts Only
- Replacement product or parts
- Labour
- Jumper valve & ceramic disc
spindles
NX & LuxeXP
Showers
Lifetime / 1
Lifetime
1 Year
- Replacement product or parts
- Labour
Standard
Showers
15 / 1
15 Years
1 Year
- Replacement product or parts
- Labour
Accessories
7 Years
- Replacement product or parts
Heated Towel
Ladders & Rails
7 / 1
7 Years
1 Year
Parts Only
- Replacement product or parts
- Transformers
Drains
10
10 Years
- Replacement product or parts
Wastes & Traps
1 Year
- Replacement product or parts
Sinks
Lifetime / 1
Lifetime
1 Year
1 Year
Parts Only
- Sink structure5,
- Replacement parts and labour
- Sink waste and sink accessories
Non-chrome
Finish3
Lifetime / 7
/ 3 / 2 / 1
Lifetime
7 Years
3 Years
2 Years
1 Year
- NX & LuxeXP showers and stainless
steel 316 products 4, 5, Quartz sinks 5
- Mixers, tapware, outlets,
accessories, heated towel ladders
and rails and coloured stainless
steel sinks 5
- Showers 6
- Drains
- Wastes & traps
Warranty
VIC Office & Warehouse
926 Mountain Hwy, Bayswater
VIC 3153, Australia
Ph +61 3 9780 4200
WA Office & Warehouse
23/10 Geddes Street, Balcatta
WA 6021, Australia
Ph +61 8 6147 9330
Phoenix Industries Pty Ltd
ABN 48 007 215 876
— phoenixtapware.com.au
2.2. Commercial
Phoenix Tapware warrants that the below Products which are purchased
by consumers for use other than in a residential home (e.g. hotels,
aged care facilities, hospitals, schools, factories, motels or residential
accommodation) will be free from all defects in materials and
workmanship for the periods specified below. Conditions apply to special
order, custom or discontinued items, refer to section 1.8.
Note: Unless specified, labour is not included.
1 Excludes damage to ceramic disc cartridges from pieces of copper tube, plastic
tube, sand, dirt, or thread tape etc. 2 In order to claim on Filtered Sink Mixer filters &
housing, receipts must be presented to verify filter cartridges have been replaced
as specified (every 6 months). 3 Excludes scratching or normal wear and tear. Any
imperfections in the finishes, natural materials, or signs of scratching, denting, rusting,
spotting, discolouration, or tampering should be viewed as typical characteristics
rather than faults in these crafted products.
2.3. Builders Range Residential & Commercial
Phoenix Tapware warrants that the below Products which are purchased
by consumers will be free from all defects in materials and workmanship
for the periods specified below. Conditions apply to special order, custom
or discontinued items, refer to section 1.8.
Note: Unless specified, labour is not included.
1 Excludes damage to ceramic disc cartridges from pieces of copper tube, plastic
tube, sand, dirt, or thread tape etc. 2 Chrome finish covered under standard
replacement product or parts warranty.
3.
Warranty Exclusions
To the maximum extent permitted by the Consumer Law, the Express
Warranties will not apply and Phoenix Tapware will not be liable for any
Loss or damage, whether to the Product itself, surrounding surfaces
including walls, fixtures, furniture or any other Consequential Loss caused
by a defect in the Product where:
(a)
the Consumer is unable to provide proof of purchase or equivalent
documentation which confirms that the relevant Product was
purchased from a Phoenix Tapware authorised distributor or reseller;
(b)
the relevant Product is not a product which was manufactured or
imported by Phoenix Tapware with the intention of being supplied in
Australia or New Zealand;
(c)
the relevant Product was not purchased by the Consumer as a
brand new product;
(d)
the relevant Product was not installed by an accredited and
licensed technician, including a plumber or tradesperson, in
accordance with the manufacturer’s installation instructions
provided with the Product, including but not limited to:
(i) isolation stop taps must be fitted in accordance with all
applicable National Standards and State Regulations;
(ii) other devices must not be fitted to the outlet or tapware or tap
(e.g. water filters);
(iii) non-approved water flow regulating devices must not be fitted
to the Products; and
(iv) outlet aerator inserts must be regularly cleaned and replaced;
(e)
the relevant Product was not installed to the relevant National
Standards and State Regulations;
(f)
the damage to the relevant Product amounts to fair wear and tear;
(g)
the defective part of the relevant Product is a consumable part that
requires routine replacement;
(h)
the relevant Product was damaged as a result of accident, misuse
(including use for incorrect applications), incorrect installation,
cleaning or maintenance, unauthorised modification, tampering
or unauthorised repairs by any persons, use of defective or
incompatible accessories or exposure to abnormally corrosive
conditions, adhesives or sealants;
(i)
the relevant Product has been exposed to harsh or abnormal
environmental elements;
(j)
the relevant Product has been exposed to water pressures and or
temperatures that fall outside the following parameters:
Note: AS/NZS 3500.1-2018 (Clause 3.3.4) specifies 500kPa maximum water
supply pressure at any outlet within a building for new installations. The
500kPa maximum water supply pressure does not apply to fire service outlets.
(k)
the relevant Product has been exposed to water quality that
falls outside the parameters of potable water in the jurisdiction
into which the Products are supplied, including as a result of any
changes to the water quality advised by a government body or
regulatory agency from time to time;
(l)
the relevant Product is a shower and was used within:
(i) gravity-fed water systems;
(ii) instantaneous hot water systems; where pressure is below
150kPa; or
(iii) systems with a pressure supply less than 150kPa;
(m)
the relevant Product was used incorrectly (e.g. non-potable water);
(n)
the relevant Product was purchased as an ex-display product;
(o)
the relevant product is damaged as a result of obstructions due to
inadequate flushing of the system before use and problems caused
by water supply (e.g. silt, corrosion and excess water pressure);
(p)
the relevant Product has been serviced or repaired with non-
standard or non-Phoenix Industry replacement parts without
Phoenix Tapware’s written approval;
(q)
the relevant Product has been altered, amended, modified or has
in any way been changed from its original sale condition without
Phoenix Tapware’s prior written approval;
(r)
installation, use or removal of the relevant Product results in Water
Hammer, or in any other circumstances Water Hammer occurs,
noting that Water Hammer is not a manufacturing defect;
(s)
a flow regulator was not installed, or installed incorrectly, in respect
of the relevant Product (if applicable) (e.g. tapware and showers);
(t)
regulated check valves were not installed, or were installed
incorrectly, in respect of the relevant Product (if applicable, e.g. for
hand showers);
Phoenix Builders Warranty
Category
Period (Yrs)
Details
Mixers, Tapware
& Outlets
15 / 7 / 1
15 Years
7 Years
1 Year
1 Year
Parts Only
- Replacement mixer cartridge1
- Replacement product or parts
- Labour
- Braided hoses, jumper valve &
ceramic disc spindles
Showers
7 / 1
7 Years
1 Year
1 Year
Parts Only
- Replacement product or parts
- Labour
- Sliders, mounting brackets,
fixings, soap dishes, caps,
hoses
Accessories
7 Years
- Replacement product or parts
Non-chrome finish2
1 Year
- All products
Maximum Temperature
75 degrees centigrade
Maximum Pressure
500kPa
Minimum Temperature
1 degree centigrade
Minimum Pressure
150kPa (300kPa for Shower / Bath Diverters)
Commercial Warranty
Category
Period (Yrs)
Details
Mixers,
Tapware &
Outlets
15 / 7 / 1
15 Years
7 Years
1 Year
1 Year
Parts Only
- Replacement mixer cartridge1
- Replacement product or parts
- Labour, finish
- Jumper valve & ceramic disc
spindles, braided hoses, pull-out
hand pieces, filters & housing2
Showers
7 / 1
7 Years
1 Year
- Replacement product or parts
- Labour, finish, sliders, mounting
brackets, fixings, soap dishes, caps,
hoses
Drains
10 / 1
10 Years
1 Year
- Replacement product or parts
- Finish
Sinks
1 Year
1 Year
1 Year
Parts only
- Sink structure3, replacement parts,
finish3, labour
- Sink waste and sink accessories
Accessories,
Heated Towel
Ladders & Rails,
Wastes & Traps
1 Year
- Replacement product or parts
Warranty
VIC Office & Warehouse
926 Mountain Hwy, Bayswater
VIC 3153, Australia
Ph +61 3 9780 4200
WA Office & Warehouse
23/10 Geddes Street, Balcatta
WA 6021, Australia
Ph +61 8 6147 9330
Phoenix Industries Pty Ltd
ABN 48 007 215 876
— phoenixtapware.com.au
(u)
the relevant Product’s finish has been damaged as a result of:
(i) installation or post installation use; or
(ii) adhesives, sealants or abrasive cleaners, etc.; or
(v)
the consumer has failed to observe Phoenix Tapware’s
manufacturer’s care and cleaning instructions detailed in section 5
of this Warranty Card.
(w)
the warranty is limited to the original purchaser and is
non-transferable.
(x)
the warranty does not reset when the product is repaired or
replaced. The original date of purchase will remain as the warranty
commencement date.
For cleaning, all that is required to maintain the finish in perfect condition
for a lifetime of use, is a soft cloth to remove surface dust when dry or a
moist cloth with warm soapy water.
4.
How to make a claim
4.1. Submitting a claim
To make a warranty claim, the consumer must lodge the claim using the
online Warranty Claim Form accessible from Phoenix Tapware’s website
at https://www.phoenixtapware.com.au/warranty. Claims must be lodged
as soon as possible, but no later than ten (10) Business Days after the
consumer first becomes aware of the damage or defect. To make a valid
claim, the following documentation must be supplied to Phoenix Tapware:
(a)
proof of purchase (e.g. invoice or receipt) or certificate for
occupancy or handover documentation for new homes; and
(b)
plumbing installation receipts (if applicable).
If the Product has not been installed, you can return the Product with
your proof of purchase to the relevant Phoenix Industries authorised
distributor or retailer.
Our contact details are as follows:
Name:
Phoenix Industries Pty Ltd
Address:
926 Mountain Hwy, Bayswater VIC 3153
Telephone:
+61 3 9780 4242
Email:
aftersales@phoenixtapware.com.au
Claims will be processed through Phoenix Tapware’s Customer Service
and each claim will be issued with a claim number which is recorded by
Phoenix Tapware.
4.2. Valid claims
If a Consumer makes a valid claim under this Express Warranty and none
of the exclusions set out in section 3 apply, Phoenix Tapware will, in its
sole discretion, either:
(a)
repair the relevant part of the Product; or
(b)
replace the relevant part of the Product with a product of identical
specification (or where the Product is superseded or no longer in
stock, with a product of as close a specification as possible).
Products presented for repair may be replaced by refurbished products of
the same type rather than being repaired. Refurbished parts may be used
to repair the Products.
Phoenix Tapware will not be liable for any claims for labour, additional
products or parts associated with alleged faulty Product for work not
approved in advance by Phoenix Tapware in writing. Phoenix Tapware
requires adequate access to products, fittings and fixtures to undertake
warranty repairs. Phoenix Tapware will not be responsible for any damage
or costs (including any consequential damage or costs) where adequate
access to product fittings and fixtures is not easily accessible.
Any work carried out in relation to a warranty claim is limited to the pre-
approved scope of work. Additional work will require authorisation from
Phoenix Tapware’s After Sales & Services Departments.
4.3. Invalid claims
Should any warranty claim be made and, in the opinion of Phoenix
Tapware or a Phoenix Tapware authorised Service Agent the problem
was from faulty installation or use of the Products in conjunction with
products of another manufacturer or from some other cause other than
a manufacturing defect to the Products for which Phoenix Tapware is
responsible, Phoenix Tapware has the right to charge a service fee for
each service staff attending the consumer’s premise where Products
have been installed.
5.
Product Care and Maintenance
If treated in accordance with the below advice and instructions, and any
specific instructions provided with a Product, Phoenix Tapware Products
will endure for many years. These instructions are based on our expert
knowledge and experience but are not to be construed as a legal warranty
or liability on our party.
5.1. All products
Products should be cleaned with mild liquid detergent or soap and water.
Never use harsh detergents, solvents or acidic cleaners, citrus based
cleaners, lime scale removers, household vinegar, and cleaning agents
containing acetic acid on any Products as these will scratch and damage
the surface. Additionally, use of wax based furniture cream should be
avoided as these can result in a build-up of deposits, which could detract
from the appearance.
Do not use undue pressure when wiping.
Under no circumstances should products be installed using silicone, with
exception of sink installations where allowed (please refer to installation
instructions). Do not use epoxy on any installations.
Phoenix Tapware reserves the right to alter, or amend this warranty offer
in writing at any time. Phoenix Tapware reserves the right to provide minor
components (including, but not limited to, handles, aerators, buttons,
dress rings, hinges, clips, rod, washers, and hoses) as ‘Parts Only’ to the
Customer.
5.2. Maintenance
Regularly clean or replace dirty or blocked outlet aerator inserts in
tapware and/or shower heads.
6.
Definitions
In this Warranty Card, the words below have the following meanings:
(a)
Business Day means any day except a Saturday, Sunday or public
holiday in Victoria, Australia;
(b)
Consequential Loss means loss beyond the normal measure of
damages and includes indirect loss, loss of reputation, loss of profits,
loss of actual or anticipated savings, loss of bargain and loss
opportunities;
(c)
Consumer has the meaning provided to it in the Consumer Law;
(d)
Consumer Law means the Schedule 2 of the Competition and
Consumer Act 2010 (Cth) referred to as the Australian Consumer
Law, any equivalent State or Territory legislation, and the equivalent
legislation or statutory regime in the jurisdiction in which:
(i) the Customer is registered or operates; or
(ii) the Products are supplied,
as the context requires;
(e)
Customer means the entity or person requesting that Products be
supplied to it by the Company;
(f)
Loss means any loss, liability, cost, expense, damage, charge,
penalty, outgoing or payment however arising, whether present,
unascertained, immediate, future or contingent and includes direct
loss and Consequential Loss;
(g)
National Standards and State Regulations means all national
standards and state regulations applicable to the Products,
including but not limited to the installation, maintenance and
removal of the Products in the country in which the Products are
installed, being either Australia or New Zealand;
(h)
Phoenix Tapware means Phoenix Industries Pty Ltd (ABN 48 007
215 876) of 926 Mountain Highway, Bayswater, Victoria 3153 trading
as ‘Phoenix Tapware’;
(i)
Products means the products to be supplied by the Company to
the Customer;
(j)
Warranty Card means this warranty card which sets out the
Express Warranties; and
(k)
Water Hammer means the hydraulic shock caused by a pressure
surge when water in motion experiences a momentum change by
being forced to stop or change direction suddenly, commonly as
a result of the rapid closing of a valve or stopper at the end of a
pipeline system.