Warranty Statement

The warranty exceeds the consumer warranties and guarantees under Australian Consumer Law. Warranties are for the original unit owner and authorized resellers in the location where the unit was installed. Premier House warrants all new equipment to be free from defects, including factory-used materials and workmanship, and of acceptable quality and durability in every possible way.

• The warranty period will commence from the date of purchase from Premier House, and NOT the date of installation or first use.
• Whether to repair, replace, or refund a faulty item is at Premier House’s sole discretion.

This warranty shall not apply in the event of:

1. Damage caused by careless handling, improper repackaging, or shipping.

2. Damage due to misapplication, misuse, abuse, or failure to operate and install the equipment as specified in the owner’s manual.

3. Damage caused by misuse, abuse, or failure to operate and install the equipment out of the scope of a professional level demanded in similar equipment or installation type.

4. Damage due to unauthorized product modifications.

5. Damage caused by negligence or failure to properly maintain products as specified in the owner’s manual.

6. Wear & tear parts.

7. Damage caused by the misapplication of electricity, natural calamities, or physical force

Return Policy
 

• We offer a 30-day money-back satisfaction guarantee (original freight charges are not included).

• The buyer is responsible for return postage costs.

• You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returns, you may not receive a full refund.

• The item, contents, and cartons must be in an original resalable condition. Do not write or stick anything to it.

• The buyer is to be responsible for the return freight charge. Checking, handling, and restocking fee will also apply.

• You must get a Return Authority prior to sending the product back. Items received without a Return Authority will not be considered.

• Please choose and purchase carefully, as freight and handling charges are not refundable.

How will my product fault be solved?

We'd like to let you know that we aim to assist promptly and professionally. Your cooperation and patience will help us resolve your issue more quickly. In most instances, we can resolve your concern without a site visit; most issues are resolved promptly with customer assistance.

When you call for service, please note that our customer service team cannot send a technician without following our “Troubleshooting and Diagnosis” procedure.
We will require your assistance in the first instance to "troubleshoot" (This is to avoid you paying for an unnecessary service call fee charged by the service agent). This may involve sending us photos, adjusting settings, testing, and ensuring the unit has been installed and operated with best practices.

Before calling for service, please read all instructions carefully and ensure the item is correctly set up. Please also ensure you have confirmed and can provide the information:

1. Proof of purchase – Please provide your date of purchase, address, and model number.

2. Serial number – A photo showing the unit's serial number will be required.

3. Installation – Has the unit been installed in accordance with the manufacturer’s instructions? Wide-angle photos of the unit and the controller/contents (if applicable) are required.

4. Operation – Has the unit been used for its primary purpose, installed, and operated accordingly? Be prepared to help “troubleshoot” the issue and provide further assistance, photos, or information.

Our customer service team may be unable to assist you further if you cannot provide the requested information.

What to Expect:

The best solution to any product fault depends on the nature of the fault itself, and each fault will be given an optimal solution.

• Installation: If the unit has been found to be incorrectly installed, it will need to be rectified (by the customer) before further troubleshooting or assistance can be offered.

• Self-Help Solutions: Wherever possible – Premier House requires customers to use “Self Help” solutions. For example, suppose a minor setting needs adjustment per a product manual or our instructions or an electrical plug has come undone in transport. In that case, the customer can rectify the situation quickly and effectively by following our simple solutions.

• Adjustments: If the fault can be solved with a slight adjustment, such as to the item’s control panel, we will immediately advise you on how to do it.

• Spare Parts: If the fault can be solved by providing a spare part(s), we will immediately send you the spare part(s).

• Repair: If we cannot resolve it through the above, we will send a technician – subject to the service call provisions and terms.

• Replacement: If the fault falls within our warranty policies and can only be solved by providing a replacement but not a spare part/service call (at our discretion), we will send you a replacement as soon as possible. Please note that Premier House may or may not require the return of the faulty product before sending a replacement (at our sole discretion).

• Credit/Full Refund: If the fault cannot be solved with a spare part/repair, if no replacements are available within four (4) weeks, and if no alternative products are to your liking, we will offer you a full refund or store credit. (The full refund will not include postage/freight fees, which will be deducted from the total per our returns policy and general terms).

• Quality Assurance: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Callout/Service Calls:

• Please note that, while every effort will be made to provide prompt service, we cannot guarantee or provide immediate or next-day service. Service calls will be made at the first availability of a suitable service agent. This may take 7 to 14 days.

• If you require a call-out and we find out that the warranty does not cover the fault, you are responsible for our standard call-out charge. If you wish to have the relevant component repaired or replaced by us, that service will be at your cost. Where a failed component is replaced under this warranty, the balance of the original warranty period will remain effective. The replacement does not carry a new warranty.

• Where the unit is installed outside the boundaries of a metropolitan area as defined by us or further than 25 km from either the metropolitan capital CBD or a regional Accredited Service Agent's office, the cost of additional transport, insurance, and traveling between the nearest Service Agent’s office, the travel or additional cost shall be the owner’s responsibility.

• The unit must be in a readily accessible and safe location. Please ensure this is done before a site visit/service call. The cost of making the unit readily accessible is the customer's responsibility.

• Where the unit is installed in a position that does not allow safe or ready access, the unit will not be able to be serviced, and a futile service call-out fee or waiting time will be charged at the discretion of the service agent.

• Should it prove difficult to diagnose the fault or perform the repair work in the space or environment provided, or if the unit is located outside the service area, then the unit will need to go off-site (at the customer's expense) for repair and return.

• This warranty only applies to the original and genuine unit in its original installed location and any genuine replacement parts.