Warranty Terms

Faults and Warranty Policy

Here at Arova, we are extremely confident that the product we design, manufacture, import and supply are of quality standard. We warrant all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed.

If, on the rare occasions, a product fails to meet these standards, we will replace, repair or refund the goods at no cost to you, as required by the Australian Competition and Consumer Act 2010 and any applicable state laws. You may be entitled to this if you contact us within 30 days of delivery and:

• The goods are faulty;
• The goods are wrongly described
• The goods do not do what they are supposed to do

Please read this Warranty Policy carefully to ensure that you are fully aware of your rights and our obligations to you when seeking to claim under a warranty or receive a refund or replacement for products purchased from Arova website.

By completing and submitting an order to purchase via Arova website, you acknowledge that you accept and agree to be bound by the Warranty Policy terms, which together with the associated Terms and Conditions of this website is an agreement between Arova and you. Any variation to the Warranty Policy must be in writing and signed by an authorised representative of Arova.

Single Residential

Unless otherwise specified in individual products by the vendors, Arova will offer the following warranties and their ensuing conditions:

• All Arova warranty from date of purchase. Tapware cartridges are covered by a five (5) year replacement of parts of complete product from a date of purchase.
• Due to the manufacturer's conditions, the warranty on flexible hoses, cistern mechanisms, transformers and soft close seats is 12 months parts from date of purchase.
• All vitreous china products are covered by a fifteen (15) year replacement from date of purchase
• Stainless Steel sinks are covered by a twenty (20) year warranty from the date of purchase.
• Pull out systems are covered by a five (5) year warranty from the date of purchase.
• Vanity cabinet are covered by a two (2) year warranty from the date of purchase.
• We will repair or replace free of charge any faulty product due to defects in materials or workmanship within the warranty period. We, or our nominated agency, reserve the right to assess, repair, replace or service any warranty claims as we see fit.

Multi-Residential and Commercial

Unless otherwise specified in individual products by the vendors, Arova will offer the following warranties and their ensuing conditions:

• All Arova tapware, bathroom fittings and sanitaryware are covered by a three (3) year warranty from practical completion. Tapware cartridges are covered by a three (3) year parts warranty.
• Due to the manufacturer's conditions, the warranty on flexible hoses, cistern mechanisms, transformers and soft close seats is 12 months parts and labour from practical completion.
• All vitreous china products are covered by a seven (7) year replacement from practical completion.
• Stainless Steel sinks are covered by a ten (10) year warranty from practical completion.
• Pull out systems are covered by a three (3) year warranty from practical completion.
• Vanity cabinet are covered by a 12 months warranty from practical completion.
• We will repair or replace free of charge any faulty product due to defects in materials or workmanship within the warranty period. We, or our nominated agency, reserve the right to assess, repair, replace or service any warranty claims as we see fit.

Warranty Conditions

The Warranty Provider provides this warranty in relation to the Products. This warranty only applies under accepted normal use of the Product and extends to defects which have arisen solely from faulty materials or workmanship in the Products and does not apply to other defects which may have arisen as a result of, without limitation, the following: accidental damage, abuse, misuse, maltreatment, abnormal stress or strain, unusual physical or environmental conditions, excessive water pressure or temperature, or neglect of any kind of the Products, improper and/ or lack of care and maintenance; Natural disaster, or other external causes. Where the defects have arisen solely from faulty materials or workmanship in the Products, the Warranty Provider agrees to repair or replace the Product subject to the following warranty conditions.

Alteration and repairs of the Products other than by an accredited and licensed service agent or technician are not covered. For the avoidance of doubt, attachment of accessories or use of non-genuine replacement parts other than those manufactured or approved by the Warranty Provider are not covered by this warranty.

This warranty for the Products commences from date of purchase or for multi-residential and commercial on the date of practical completion and is valid for purchases made from 1st July 2018. For Product purchased prior to this date, please contact Arova on (03) 8459 1060 for warranty information.

 

Warranty Claims

In considering your entitlement under this Warranty claim, we may require you to provide us with evidence to support your claim, including photos and/ or videos illustrating the issues/ problems. We may also require you to return or delivery the Product or parts to our nominated address for an inspection. In some cases, we may need to send the items to the manufacturer for their engineer to review, assess the issue and facilitate with the troubleshooting.

In order to make a warranty claim you must notify Arova within 7 days after your first discovered of the defect or malfunction.  In the event that you believe that you are entitled to make a claim this policy for a Product, you must provide us with the following information by email to info@arova.com.au

To proceed with a claim under this Warranty policy, you will need to comply with directions from Arova staff in relation to assessing or troubleshooting any problem, or facilitating any repair or replacement under this Faults and Warranties Policy. 

To make a warranty claim, the following documentation must be posted or emailed to Arova info@arova.com.au

• Proof of purchase (“POP”)
• Handover documentation (for new homes)
• Compliance Certificate or equivalent documentation must be supplied for warranty claims to be considered
• Your contact details including the address of the installed product
• A photo or video illustrating the product or fault in question

The warranty only applies to the original owner and is not transferable.

Should any warranty claim be made and attended to by an authorised service agent of the Warranty Provider and that in the opinion of the Service Agent or the Warranty Provider, 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 of the goods for which the Warranty Provider is responsible, Arova reserves the right to charge a service fee for each service attending the premises where Products have been installed.

As part of our commitment to continuous improvement, Arova reserves the right to make changes to its Products at any time.

The Warranty Provider requires adequate access to Products, fittings and fixtures to undertake extended warranty repairs during normal weekday working hours. The Warranty Provider will not be responsible for any consequential damage or costs where adequate access to Product fittings and fixtures is not provided.

Arova reserves the right to provide minor components as ‘Parts Only’ to the customer.

If we authorise a warranty claim you will be notified by email (Email Authorisation).  Arova reserves the right to replace or repair a Product or the defective component of the Product.

Consequential loss

To the extent permitted by law, and subject to your consumer rights, Arova will not be liable for any loss or damage to furniture, floor coverings, walls, fixtures or any other reasonably foreseeable consequential loss of any kind caused by any defect in the Products or components.

Exclusions

The Warranty is deemed void for the following reasons:

• Products are not installed by a licensed plumber and/or electrician where applicable
• Products are not installed to relevant National Standards and State Regulations where applicable
• Products are not installed in accordance with the manufacturer’s installation instructions
• Products are not used for the purpose they are designed
• Water pressures that exceed stated limitations as per the Product installation instructions.
• Note: AS/NSA 3500.1-2003 (Clause 3.3.4) specifies 500kPa maximum water supply pressure at any outlet within a building for new installations.
• Note: The 500kPa maximum water supply pressure doesn’t apply to fire service outlets.
• Hot Water System delivery temperature at the outlet exceeds 55 degrees Celsius
• Isolation stop taps are not fitted as stated on manufacturer’s installation instructions
• Fitting of other devices to the outlet of tapware (e.g. Water Filters)
• Fitting of non-approved parts in tap body or end of line water flow regulating devices
• Claims where repair or replacement works undertaken without prior approval by Arova or where works are undertaken by a non-approved service agent shall be rejected.
• Product used with water additives i.e. Cleaning and deodorising additives in cisterns
• Fair wear and tear, such as working seals in the inlet and outlet valves, including scratching from cleaning etc.
• Inappropriate or non-approved connection fittings connecting Products to sewer
• Modifications made to the Products that have not been approved in writing by Arova
• Damage as a result of obstructions due to inadequate flushing of system before use and problems caused by water supply (including silt, thread tape, silicone, copper shavings, corrosion and excess water pressure)
• Failure to regularly clean or replace dirty or blocked outlet aerator inserts in tapware and/or shower heads etc.
• Service or repairs with non-standard replacement parts previously undertaken without our written approval
• Removal or non-installation of flow regulator in tapware or showers or regulated check valve or check valves in hand showers or veggie mixers
• Damage to finishes by adhesives, sealants or abrasive cleaners etc.
• Damage to finishes which arise from installation or post installation use
• Damage due to abuse of Product as determined by an authorised Service Agent or Arova
• Failure to observe manufacturers care and maintenance instructions
• Harsh detergents or abrasive cleaners and products used in a commercial application will not be covered by the warranty.
• Additional work will require authorisation from Arova
• Any other failure to comply with instalment, usage, cleaning requirements or procedures, except to the extent that a customer can demonstrate that at the time of purchase the Product was faulty or defective and at that time the customer was not aware of such fault or defect.

Claims where the ceramic cartridge has malfunctioned due to the presence in the water supply of:

• Copper tube pieces
• Sand, dirt or stones
• Thread tape
• Other objects not normally presented in potable water supplies

Items labelled as Clearance - Any item specified as Clearance (whether online or in-store) is covered by a 12 months limited warranty.

The following items/conditions are excluded:

• Free or bonus and promotional products
• Parts purchases and consumable components and accessories
• Any slight imperfections in the finishes that should not be considered as faults but a typical characteristic of these crafted products
• Insignificant or minor variations in dimensions, colour or finish
• Insignificant minor imperfections or superficial blemishes that does not affect the functionality or the intended purpose of this product
• For handles, hinges and runners, performance issues or failure due to incompatibility with or problems associated with the previous fittings

In considering your entitlement to a refund under this Warranty claim, we may require you to provide us with evidence to support your claim, including photos and/ or videos illustrating the issues/ problems. We may also require you to return or delivery the Product or parts to our nominated address for an inspection. In some cases, we may need to send the items to the manufacturer for their engineer to review, assess the issue and facilitate with the troubleshooting.

To proceed with a claim under this Warranty policy, you will need to comply with directions from Arova staff in relation to assessing or troubleshooting any problem, or facilitating any repair or replacement under this Faults and Warranties Policy.  If we authorise a warranty claim you will be notified by email (Email Authorisation).  Arova reserves the right to replace or repair a Product or the defective component of the Product.

Returning products or parts

As part of the claim process under this Warranty Policy, you may be asked to return the product or its defective component(s) to a repair or distribution centre nominated by Arova.

Please follow the guidance and instructions from Arova to progress your claim as practically as possible. When return the products or parts, please ensure the item(s) are securely and sufficiently packed. Depending on the nature of the warranty claim, the product may have to be returned complete with all parts. Arova will discuss arrangements for the freight of any returned item(s) under this Warranty Policy.

Solutions and Remedies under this Warranty Policy

Upon receiving the photos, videos or returned products or parts, one of our representatives will inspect the evidence and assess the cause of the failure. Arova will work collaboratively with you to find a solution that you're happy with. The solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you are happy with. For example, Arova may arrange one or a combination of the following solutions:

   -    Repair the products or parts;

   -    Replace the product or parts (subject to availability);

   -    Suggest a method of self repair (with an offer of compensation to you);

   -    Offer you an alternative product if the product is discontinued;

   -    Where the repair, replace or alternative product or parts are not available, Arova will provide a store credit voucher or a refund of the purchase price of the Product including any GST (excluding the original order Delivery Cost paid by Arova, which if not available, will be the shipping quote on Arova website).

While many spare parts are stocked in Australia, we may need to order certain parts from the manufacturer on your behalf. Whilst most ordered parts arrive within 15 days, a small number of parts are difficult to order may take up to 8 weeks to arrive. 

Returns or replacement covered by other policies

1. Incorrect, damaged or missing parts on delivery

If your item(s) arrived incomplete, damaged or faulty, please take photos or videos clearly illustrating the problem and contact us within 3 business days of receiving your delivery. Please also provide your order number, invoice number, name listed on the invoice, product code (SKU) and any other information that can help us identify the order when contacting us.

If you have purchased optional Freight Protection, any item lost or damaged beyond repair will be covered. We will send you a replacement at no additional cost to you or give you a store credit or refund if a replacement cannot be provided.

1. You have ordered wrong product

You can seek to return or exchange the product within 30 days of purchase. Make sure you understand and follow the requirements set out in the Return & refund policy.

1. You have changed your mind

You can seek to return or exchange the product within 30 days of purchase. Make sure you understand and follow the requirements set out in the Return & refund policy.

Arova warranty terms are effective 1 Dec 2018.