Before submitting a warranty claim please see our self service help centre with articles about our appliances and products that cover basic troubleshooting and common issues.
Please check the help centre when you are experiencing issues with our appliances, it may be an easy to solve problem. If you don't find a solution to your problem, please proceed to submit a warranty claim below.
If you continue experiencing issues with your item, please contact Trade Depot as soon as you can and generally before engaging tradespeople to service or repair your item. To lodge a warranty claim, please fill out the online warranty form below with as much detail as you can. Please have your images or video ready to attach to your claim below.
The New Zealand Consumer Guarantees Act sets out certain guarantees goods have to meet. It specifies rights and remedies available to you if our goods fail to meet one or more of these guarantees. Trade Depot, its warranties, and its terms of sale will comply with all requirements of the Consumer Guarantees Act.
"When things go wrong, we’ll do our best to right them no matter who is at fault."
Trade Depot offers a standard 12-month warranty on most items excluding circumstances and items noted under Warranty Limitations. We will repair, replace or refund the item depending on how serious the fault is. The warranty only covers damage to the item and may not cover consequential losses or costs.
In addition to our standard 12-month warranty, some of our items and manufacturer ranges come with an extended manufacturer/parts warranty. Our website will clearly state any extended warranty terms on our individual product pages.
Please note that the current warranty cover periods on our website were updated on 18. September 2018. Any warranty claim is subject to the warranty terms that were in effect on the date of purchase.
This means that the current extended warranty terms are valid for purchases on or after the 18. September 2018. Note that, outside of warranty, we will endeavour to provide you with any parts and assistance necessary to fix your item, however incurred costs may be passed on to you.
The standard and extended warranty do not cover:
Service calls which are not related to any defect in the Product. The cost of a service call will be charged if the problem is not found to be a Product fault. For example:
Defects caused by factors other than:
Defects to the Product caused by accident, neglect, misuse or Act of God.
The cost of repairs carried out by non-authorised repairers or the cost of correcting such unauthorised repairs.
Normal recommended maintenance as set out in the Product’s User Guide.
Repairs when the appliance has been dismantled, repaired or serviced by other than an approved trained and support service technician or the selling dealer.
Pick-up and delivery.
Transportation or travelling costs involved in the repair when the product is installed outside the AUTHORISED CUSTOMER SERVICE CENTRE’S normal service area.
Normal wear and tear.
Minor imperfections not affecting performance or decorative value.
Repairs and repairers must be authorised by Trade Depot Limited otherwise their repair costs may not be covered in full by warranty. The amount covered will be assessed by Trade Depot.
Installations and workmanship not carried out by qualified personnel or licenced tradespersons are excluded by the provisions of this warranty. Please ensure you obtain a comprehensive written warranty from your tradesperson for all materials and workmanship completed and keep a copy of quotes, invoices, warranties and all correspondence.
All goods must be installed, serviced and/or operated by a qualified experienced tradesperson.
Trade Depot will not meet the costs of tradespersons, services, penalties or any other losses/costs whatsoever caused by any event/failure including time-to-time lateness, errors and damaged parts.
Failure to comprehensively inspect for defects/flaws/correct items/in-full before installation (and on immediate arrival) can in some circumstances limit your claim under the company warranty. This is due to the company not having control/care or custody of the product after that time.
Warranties are not transferable beyond the original purchaser.
Warehousing, carriage, delivery, lifting, unboxing or installing can cause superficial and slight dings and dents to the sides or back of appliances and other items. Such damage does not affect the performance of the appliance.
To make it easier for customers to be compensated, and to avoid a lengthy claims and return process, if you receive an appliance with a superficial damage, Trade Depot will compensate you with a voucher to the value of 5% of the value of the appliance and up to a maximum $50.00.
Of course, this doesn’t include genuine item damage that impairs product use and performance in which case we will replace the damaged item.
To claim superficial damage compensation, please take a clear photo of the damaged item and packaging and send it to us via our contact form by selecting ‘Damaged Delivery’ under ‘How can we help?'
Please note that we are unable to offer a refund if this damage is:
The below table outlines our warranties for showers, tapware, slide showers, toilets, baths, vanities and their components.
Performance warranty is a guarantee that the building element will still work for the given timeframe regardless of its external appearance. This still requires the property owner to undertake regular maintenance/repairs (such as replacing seals, etc.) at their own expense.
| Performance Warranty | |
|---|---|
| Showers | 10 Years |
| • Doors & Returns | 10 Years |
| • Shower Tray | 10 Years |
| • Tile Trays | 15 Years |
| • Shower Liner | 10 Years |
| • Seals | 2 Years |
| Tapware | 10 Years |
| • Inwall Mixers | 15 Years |
| • Cartridges | 10 Years |
| Slide Showers | 2 Years |
| • Hoses | 2 Years |
| • Sliding Mechanisms | 2 Years |
| Toilets | 5 Years |
| • Toilet Seats | 2 Years |
| • Flushing Mechanisms | 5 Years |
| Baths | 5 Years |
| Vanities | 5 Years |
Of course, there are some care maintenance requirements and industry standard exclusions, for example glass, seals etc.
All products must be installed by a qualified/licensed installer in accordance with the installation instructions.
Products must be maintained in accordance with the aftercare instructions. The product guarantee will be invalid if the product has been misused, neglected, damaged or not maintained.
Heat Pump Service Centres:
