Prime Doors supplies a wide range of doors, mouldings, door systems, hardware and related products from different manufacturers and suppliers.
Warranty periods, coverage and conditions can vary between products and manufacturers. These Warranty Terms provide general information about warranty claims through Prime Doors and should be read together with any warranty documentation supplied with the individual product.
Any manufacturer's warranty operates in addition to, and does not replace, rights that may apply under the Australian Consumer Law. Consumer guarantee rights can also continue beyond the stated period of a manufacturer's warranty depending on the circumstances. ACCC
Where a product is supplied with a manufacturer's warranty, the warranty period, conditions, exclusions and available remedies will be those specified by the relevant manufacturer.
Warranty periods can differ according to product type, manufacturer, material and intended application.
Customers should retain their Prime Doors invoice, order confirmation and any warranty documentation supplied with the product.
If you're unsure which warranty applies to your product, contact our team and we can assist you in identifying the relevant manufacturer and warranty information.
Products and services supplied to consumers in Australia may also be protected by statutory consumer guarantees under the Australian Consumer Law.
These guarantees exist independently of any voluntary manufacturer's warranty. A warranty cannot remove or reduce rights that a customer has under the Australian Consumer Law. ACCC
Depending on the circumstances, a customer may be entitled to a repair, replacement, refund, cancellation or compensation where goods or services fail to meet an applicable consumer guarantee. ACCC
Doors and door systems must be installed in accordance with the manufacturer's specifications and appropriate industry practices.
Incorrect installation can cause problems including movement, binding, warping, water penetration, hardware failure and premature deterioration.
Where installation is performed by someone other than Prime Doors, the customer should ensure that the installer is suitably experienced and follows all applicable product instructions.
A manufacturer's voluntary warranty may contain conditions relating to installation. Failure to comply with those conditions may affect that manufacturer's warranty, although this does not automatically remove any separate rights a consumer may have under Australian Consumer Law. ACCC
Timber doors and other unfinished products may require painting, staining or sealing within a specified period and in accordance with manufacturer instructions.
This can include sealing all faces and edges of a door, including the top and bottom edges.
Customers should review the relevant manufacturer's instructions before installation or finishing, as requirements differ between products.
Failure to correctly finish or protect a product may affect a voluntary manufacturer's warranty where the failure contributed to the problem.
Doors and related products should be stored and handled according to manufacturer recommendations before installation.
Products should generally be protected from excessive moisture, direct weather exposure, extreme temperature changes and unsuitable storage conditions.
Doors should be appropriately supported and stored in a way that reduces the risk of warping or physical damage.
Not every door is suitable for every external application.
Some external doors require protection from direct sunlight, rain and other weather conditions, including appropriate overhead cover or entry protection.
Customers should check the manufacturer's specifications to ensure the selected product is suitable for the intended location.
Damage caused by installing a product in an application outside the manufacturer's stated specifications may not be covered by the manufacturer's voluntary warranty.
Timber is a natural material.
Variations in grain pattern, colour, texture and appearance are normal characteristics of natural timber and veneer products and do not necessarily indicate a defect.
Timber may also respond naturally to changes in temperature and humidity.
Whether a particular issue constitutes a defect will depend on the product, the manufacturer's specifications and the circumstances.
Hardware warranties may be provided separately by the relevant hardware manufacturer.
Handles, locks, hinges and other hardware should be installed, used and maintained in accordance with manufacturer requirements.
Normal surface ageing, wear, finish changes and damage caused by unsuitable cleaning products may not be covered by a voluntary manufacturer's warranty.
Depending on the relevant warranty, exclusions may include damage arising from:
The exact exclusions vary between manufacturers and products, so the applicable manufacturer's warranty should always be checked.
These exclusions relate to voluntary warranty coverage and do not exclude statutory consumer rights that cannot legally be excluded.
Trimming, machining, drilling, cutting, painting or otherwise modifying a product beyond the manufacturer's permitted specifications may affect the manufacturer's warranty.
Before making significant modifications, check the product documentation or contact Prime Doors if you're unsure of the permitted tolerances.
If you believe a product has developed a fault covered by warranty, please contact Prime Doors and provide:
Additional information may be required depending on the product and nature of the claim.
Prime Doors, the relevant supplier or manufacturer may need to inspect the product or review photographs and supporting information before a claim can be assessed.
Submitting a warranty claim does not automatically mean that the claim has been accepted.
Once the issue has been assessed, we will advise you of the outcome and the available next steps.
Depending on the circumstances, this may involve repair, replacement, another appropriate remedy or referral to the manufacturer.
Whether costs associated with removal, installation, transport, labour or other associated work are covered will depend on the applicable warranty and any rights available under Australian Consumer Law.
Nothing in these terms limits a customer's right to recover reasonably foreseeable loss or damage where Australian Consumer Law provides that right. ACCC
Some products sold by Prime Doors are covered by warranties provided directly by their manufacturer.
Prime Doors can assist customers with the claim process, but the manufacturer may require additional documentation, photographs, inspection or other information before approving a claim.
A retailer cannot simply remove its Australian Consumer Law responsibilities by directing a customer to the manufacturer, so where statutory consumer guarantees apply, those obligations remain relevant. ACCC
If Prime Doors provides its own written warranty against defects, Australian law requires that warranty document to contain prescribed information and specific mandatory Australian Consumer Law wording. The ACCC publishes the required wording and requirements on its official warranty guidance page. ACCC
I would have this particular section checked before publishing if Prime Doors intends to offer its own stated warranty period rather than simply passing through manufacturers' warranties.
For warranty questions or to lodge a claim, contact:
Prime Doors & Screens
Phone: (02) 8106 0433
Email: info@primedoors.com.au
Please include your order or invoice number and photographs of the issue wherever possible.
Call Us (02) 8106 0433