Handspray - Royal

Fault/Repair Process:

If a fault or issue occurs with one of our products, please have the customer contact our Customer Care Team before sending out anyone to their house. We cannot cover the time and labour for any plumber/installer/technician under the products warranty.   Our Customer Care Team is well trained and versed with our products and services. 99% of the usual problems/issues can be resolved over the phone. If the issue cannot be resolved over the phone, our Customer Care Team will guide the customer through the warranty/repair process starting with removal of the product and postage back to our warehouse so our technicians can evaluate the issue. All of our products are designed for easy self-removal/re-installation and we supply step-by-step instructions on how to complete this process. We also supply easy-to-use mailing labels for the return postage. All repairs are carried out by one of our qualified Technicians and protocol usually dictates each product is to be repaired the same day it is received. The goods are then sent back within 1-2 business days after the repairs have been completed. In rare and/or extreme circumstances, we may identify a major fault over the phone and can sometimes advise that you can use product in stock to replace the faulty product.  If you do not have the specific product in stock we can organise for the replacement to be sent to you. The faulty product can then be uninstalled and sent back to us using an RMA label we provide. Keep in mind that we cannot cover the time and labour for any plumber/installer/technician under the products warranty. If the product used to replace the customers faulty product came from your existing stock, we can organise an order to replace the stocked product used. Due to health and safety reasons, we generally cannot accept ‘change of mind’ returns. If the product is unused and a return is necessary, the return may incur up to a 20% restocking fee and/or shipping costs. In reference to the customer you have already replaced a bidet for: The faulty bidet that was uninstalled will need to be sent back to our warehouse for our technicians to evaluate. We will need the original PO/Invoice number so that we can create an RMA Label to send to you for return with AUS POST. If the bidet is found to be faulty by our technicians, we will create an order to provide a replacement for the stock used. If no fault is found with the returned bidet, you may be held responsible for a restocking fee and other postage/repair costs. We will advise you on the outcome of this once evaluation has been completed by our technicians. Please let us know if you have any questions.

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