Yes, proof of purchase is required before any claim of warranty can be considered.
What happens when I can’t produce a valid receipt?
Where no documentary evidence exists to support such proof, Franklin undertakes no responsibility to reimburse any repairs or exchange of products under warranty.
How long is the warranty period?
For most of our product, the warranty period is 5 years against any manufacturing default excluding normal wear and tear.
For consumables o-rings, slider controls, soap dishes and other perishables the warranty period is 1 year. Cartridges are 5 years. Shower hoses, kitchen hoses and hand sprays 2 years.
What is excluded from the warranty?
Common exclusions are:
-
Damage from daily wear and tear.
-
Damage or any action by any party not authorised to perform warranty repair on the product.
-
Damage caused while delivery due to unsuitable package.
-
Damage caused by improper installation or improper connection to any system.
-
Damage caused by refitting any replacement.
-
Damage caused by accident, intentional or accidental misuse, abuse, neglect or improper maintenance.
-
Damage caused by inappropriate use of suitable cleaning agents or material contrary to the manufactures stated instructions.
-
Damage from use of parts not sold or manufactured by the Supplier.
-
Non authorised disassembly of any parts will void warranty.
-
Costs associated with the de-installation and re-installation of the product is not provided under this warranty.
You will need to refer to the individual product warranty sheets for more specific terms.
What products are covered under the warranty?
All local products have a warranty of 12 months against any manufacturing defaults excluding normal wear and tear.
For imported products the warranty period it is 5 years.
You will need to refer to the individual product warranty sheets for more specific terms as some of them could be slightly different.
Is the warranty transferable?
Yes this warranty is transferable as it applies to the product not the purchaser. However, proof of purchase will be required to verify the transfer of ownership.
What are imported products?
-
Hoesch Baths as manufactured by Hoesch GmbH & Co.
-
Trentworth, Ashcroft and Jameston Acrylic Baths, Shower Trays, Wall Linings, Doors and Returns, Schell Flushing Systems and Commercial products as manufactured by Schell GmbH & Co.
-
KWC Tapware as manufactured by KWC AG Switzerland.
-
Vitra Vitreous Chinaware as manufactured by Eczacibasi Turkey.
-
Bette Baths and Shower Trays as manufactured by Bette GmbH & Co.
-
Emco Accessories as manufactured by Erein Mueller GmbH.
-
Gabag Sealing Strip as manufactured by Hansa Metallwerke AG.
-
Viega Wastes as manufactured by Viega GmbH & Co KG.
-
Geberit as manufactured by Geberit Pty Ltd.
-
Hansa Tapware as manufactured by Hansa Metallwerke AG.
What are the local products?
Anything that is not listed in the above.
How about the Franklin Vanity Range?
The warranty period is 5 years against any manufacturing defaults excluding normal wear and tear.
You will need to refer to the individual product warranty sheets for more specific terms.
If no fault is found then a service fee of $60.00 plus GST will apply per call out.
What happens if I change my mind?
No warranty or assurance is given or shall be implied that the goods are fit for any particular purpose. The customer acknowledges that it relies entirely on its own skill and judgement as to the fitness for purpose, application, design, suitability, use and installation of goods. The customer hereby waives any rights it may have at Common Law, by statute or otherwise howsoever, against Franklin’s in respect thereof.
What do I need before making a claim?
Before making a claim, you need to make sure that you have a valid proof of purchase normally in the form of a receipt.
Next your need to contact the Branch and we will send an assessor to inspect your claim. In some cases this will incur a cost if no fault is found.
Once we have reviewed the assessor’s report we will then advise you of the outcome.
