Policy
Warranty Information
Everything you need to know about BESTEN HOME product warranties, including conditions, exclusions, coverage periods, and how to make a claim.
BESTEN HOME is committed to supplying highquality bathroom and kitchen products manufactured to strict standards. Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Consumers are entitled to a replacement or refund for major failures, and compensation for any reasonably foreseeable loss or damage. Products that fail to meet acceptable quality standards may be repaired or replaced if the failure is not major.
If any BESTEN HOME product does not perform to your satisfaction within the applicable warranty period, please contact our customer service team.
Contact: sales@bestenhome.com.au
01 — Warranty Conditions
Warranty claims apply only to defects caused solely by faulty materials or workmanship. The warranty does not cover defects arising from:
- Accidental damage, misuse, abuse, or neglect
- Excessive water pressure or temperature
- Harsh or abnormal environmental conditions
- Incorrect installation
- Alterations or repairs by nonapproved persons
- Use of nonapproved parts or accessories
- Failure to follow installation or care instructions
The warranty period begins from the date of purchase, or from the handover date for new builds. Warranty applies only to the original purchaser and is not transferable.
Parts & Labour Warranty
Covers repair or replacement of defective parts and installation.
PartsOnly Warranty
Covers repair or replacement of defective parts excluding installation.
BESTEN HOME requires adequate access to products, fittings, and fixtures to perform warranty repairs. BESTEN HOME is not responsible for consequential damage where access is restricted.
02 — Warranty Exclusions
The warranty will be void if:
- Proof of purchase cannot be provided
- Products are not installed by a licensed plumber, electrician, or qualified installer
- Products are installed contrary to Australian Standards or manufacturer instructions
- Water pressure or temperature exceeds limits:
- Max temperature: 75°C
- Min temperature: –1°C
- Max pressure: 1000 kPa
- Min pressure: 150 kPa (300 kPa for diverters)
- Nonapproved devices are fitted to tapware
- Isolation stop taps are not installed where required
- Products are used with water additives (e.g., cistern cleaners)
- Damage occurs from debris due to inadequate flushing of water lines
- Aerators are not cleaned or replaced regularly
- Nonstandard parts are used without written approval
- Abrasive cleaners, adhesives, or sealants damage finishes
- Products are installed into unfinished walls or tiled “into” the wall
- Damage occurs during or after installation
- Glass, stone, or basins are damaged after leaving the premises
Natural timber variations in grain and colour are not considered defects.
03 — Warranty Periods — Residential Use
Warranty periods vary by product category. The table below summarises residential coverage.
Residential warranty periods by product
04 — Commercial Warranty Periods
For commercial environments (hotels, hospitals, aged care, schools, factories, motels):
All Products
Commercial warranty coverage
Includes mixers, tapware, and showers. Accessories: 1 Year parts only
05 — Making A Warranty Claim
To lodge a claim, contact: afterservice@bestenhome.com.au
You must:
- Lodge the claim within 10 business days of becoming aware of the issue
- Provide proof of purchase
- Provide handover documentation for new builds
- Provide details of the issue
Claims are processed through BESTEN HOME Customer Service and assigned a claim number.
06 — Service Fees
If a service agent determines the issue is caused by incorrect installation, misuse, or use with nonBESTEN HOME products, a service fee may apply.
BESTEN HOME may supply minor components (handles, aerators, buttons, hinges, clips, washers) as partsonly items.
Need help?
Our customer service team can answer warranty questions and guide you through the claim process.
Support channels
- Sales enquiries: sales@bestenhome.com.au
- Warranty claims: afterservice@bestenhome.com.au
- Live Chat (Coming soon)