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Warranty Policy

9. Contact Us         8. Australian Consumer Law        7. Limitations of Liability       6. Claim Process      5. Maintenance Guidelines     4. Warranty Exclusions      3. Warranty Resolution     2. Product-Specific Warranty Coverage   1. General Warranty Terms  

1. General Warranty Terms  

This warranty guarantees that our products are free from defects in materials and workmanship under normal use and proper maintenance for the specified warranty periods.

What Is Covered
  • Material and manufacturing defects.
  • Performance issues directly resulting from defective components.
What Is Not Covered
  • Products used inappropriately or outside their intended purpose.
  • Damage caused by improper installation or lack of maintenance.

2. Product-Specific Warranty Coverage  

2.1 PVC Fencing
  • Warranty Period:
    • Domestic and commercial use: 30 years from the date of purchase.
  • Coverage:
    • Peeling, rotting, blistering, rusting, flaking, chipping, cracking, corrosion, termite damage.
2.2 Accessories and Gates
  • Warranty Period:
    • Accessories and custom gates: 12 months from the date of purchase.
  • Coverage:
    • Material defects and manufacturing flaws.
2.3 Gate Automation Products

Includes motors, solar panels, batteries, and associated hardware (e.g., tracks, wheels, and guides).

  • Warranty Period:
    • Gate motors, tracks, guides, and hardware: 12 months from the date of purchase.
    • Batteries:
      • Imported batteries: 6 months.
      • Locally sourced batteries: Covered under the local manufacturer’s warranty.
  • Coverage:
    • Functional defects due to manufacturing faults or defective components.

3. Warranty Resolution    

If a product fails due to a covered defect during the warranty period, Koala Fencing Pty Ltd will, at its discretion:

  1. Repair the defective product, or
  2. Replace the defective product, or
  3. Refund the purchase price of the defective product.
Freight and Reinstallation
  • Freight Costs:
    Replacement products will be shipped to the customer at no additional charge.
  • Reinstallation Costs:
    Labour and reinstallation costs are not covered under this warranty.

4. Warranty Exclusions     

This warranty does not cover damage, defects, or failure resulting from:

  1. Improper Installation:
    • Failure to follow installation guidelines or improper electrical setup for automation products.
  2. Environmental Damage:
    • Corrosion, discolouration, or degradation caused by power surges, lightning, floods, or acid rain.
  3. Wear and Tear:
    • Gradual reduction in performance of components such as batteries or normal weathering of materials.
  4. Misuse or Neglect:
    • Using the product for unintended purposes (e.g., retaining soil, hanging items).
    • Failure to provide reasonable maintenance.
  5. Unauthorised Repairs:
    • Alterations or repairs performed by unauthorised personnel.
  6. Custom Gates:
    • Issues caused by inaccurate dimensions provided by the customer.

5. Maintenance Guidelines    

To uphold this warranty, proper maintenance is required:

  1. PVC Fencing and Accessories:
    • Clean periodically with water and mild detergent. Avoid abrasive tools or harsh chemicals.
    • In high-exposure areas, rinse more frequently to remove salt or pollutants.
  2. Gate Automation Products:
    • Regularly inspect moving parts such as wheels and guides for wear.
    • Maintain proper lubrication of components as per manufacturer recommendations.
  3. Solar Panels and Batteries:
    • Protect solar panels from physical damage and inspect regularly for cracks.
    • Ensure batteries are stored and operated within recommended conditions.

6. Claim Process     

To make a warranty claim:

  1. Notification:
    Submit a claim within 7 days of discovering the defect.
  2. Required Information:
    • Proof of purchase (e.g., tax invoice or receipt).
    • A detailed description of the defect.
    • Photographs or videos (if applicable).
    • Product details, including serial number (for automation products).
  3. Product Return:
    • The customer may be asked to return the defective product to Koala Fencing Pty Ltd for inspection and assessment.
    • Return shipping costs are the responsibility of the customer.
    • If the product is confirmed to be defective, shipping costs for the replacement will be covered by Koala Fencing.
  4. Resolution:
    • Koala Fencing will repair, replace, or refund the defective product within 30 days of claim approval.

7. Limitations of Liability      

This warranty is limited to the repair, replacement, or refund of defective materials and does not cover:

  • Labour or installation costs.
  • Incidental or consequential damages, including property damage or loss of income.

Replacement materials may exhibit slight differences in colour or gloss due to weathering standards.

Non-Transferability:
This warranty is valid only for the original purchaser and is non-transferable.

8. Australian Consumer Law       

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Customers are entitled to:

  • A replacement or refund for major failures.
  • Compensation for foreseeable loss or damage.
  • Repairs or replacements for minor failures.

This warranty policy is governed by the laws of Queensland and complies with the Australian Consumer Law. In the event of any inconsistency, the Australian Consumer Law will prevail.

9. Contact Us        

For questions or to file a warranty claim, contact us:

Email: support@koalafencing.com.au

Phone: 07 2139 8880