Warranty Information
Premier Shades offers a comprehensive 2-year warranty on all products we provide. Issues resulting from manufacturing a custom made product can occur from time to time and we endeavour to fix or remake these products in a timely manner.
The 2-year Warranty applies to products installed by Premier Shades and is effective from the date of installation and covers normal use for the purpose the product was intended for.
The Warranty does not cover normal wear and tear, misuse or change of mind.
Premier Shades reserves the right to have the opportunity to fix or replace any blinds or awnings under this Warranty.
This Warranty includes parts and labour to remove, rectify and refit the product. It includes products from goods manufactured by Premier Shades as well as goods manufactured by a 3rd Party.
Any issues must be reported to our Office as soon as possible. Warranty issues are a priority and will be attended to as a matter of urgency.
Premier Shades may be able to easily rectify or swap out a product or part based on your description of the issue. Sometimes, however, we may need one of our Installers to attend your property to trouble shoot the issue. Our Installer may need to order parts in, which may take time or they may need to take the item back to our factory at Wyoming for further assessment. If this happens, we will keep you up to date with an estimated time frame for fixing the issue and you will be called when the item is ready for installation again. If you are going to be without a window or door covering and privacy will be an issue, please let us know and we will arrange some temporary disposable blinds at no charge.
If you have had a product installed which has been manufactured incorrectly (please ensure you read and understand your order confirmation and call the Office immediately if you see a discrepancy), ie incorrect size, colour not what was agreed upon, damaged or marked prior to, (or noticed at) installation, please either let your Installer know at the time of installation or call our Office with details.
Warranty Procedure
When you identify a potential Warranty Issue, please call our friendly Office team 4324 8800 straight away.
To assist us with your Warranty claim, photos of the issue would be helpful. These can be texted to our Office mobile number 0420 792 331 or emailed to sales@premiershades.com.au with some context. Please take a close up of the problem and then a photo from 1.5m away from the product (if possible).
When calling our Office, please have your original order number or invoice number, job address and Client name.
If possible, our Office will always try to troubleshoot with you over the phone. If troubleshooting over the phone does not resolve the situation, we will book in one of our Installers to attend your property at a mutually convenient date and time.
Most of the time, issues can be fixed at the initial appointment. In isolated cases, our Installer may need to take additional photos of the problem and send a report back to the Office.
For any 3rd party manufactured products, photos and a report will always need to be sent off for their assessment. When the 3rd party manufacturer approves the warranty rework or remake, we will let you know an approximate ETA for the work to be completed. Please note, this could be at least 24 hours before we can provide an update via phone and email.
If parts or a full remake for your Warranty claim need to be ordered in, this can take anywhere from one week to 8 weeks depending on the supplier and the part/product required. We will email you a Warranty Rework Confirmation email with an approximate ETA. Premier Shades will call you when the replacement parts/products are received into our factory to book in the date and time for rectification to be completed.
Extended Warranty
Many of our Suppliers have warranties on their products longer than the Premier Shades 2-Year Warranty. Examples include external fabrics, internal and external motors and plantation shutters.
This extended Warranty covers the product manufacturer’s product only and does not cover Premier Shades time for service and labour. Nor does it cover the remake of a product like an awning or shutter.
Extended Warranty Procedure
Please follow the Warranty Procedure above.
In addition, you will be charged our initial “Call out Fee”, to be paid up front when booking the appointment.
An Installer will then attend the property and assess the issue. Additional photos may be taken, and photos and a report of the issue will be emailed to the manufacturer. Once an agreement has been received from the manufacturer to repair/replace the product, Premier Shades will contact you to advise. If the manufacturer does not agree that the issue is a Warranty issue, Premier Shades will also call you to advise the outcome. There will be no further involvement from Premier Shades.
If there any additional cost in labour for Premier Shades to swap out or re-install the Warranty claim product, this will be charged to you. A quote will be raised and emailed to you outlining the labour required and the cost involved and acceptance of this quote and payment of the 50% deposit is considered a promise to pay this amount in full prior to installation.
Self-Installation
If you collect and install the goods from Premier Shades premises and has an issue with any product (within 2 years) and it has been assessed and approved as a Warranty claim, then you are required to return the goods to Premier Shades factory to have the Warranty claim completed.
Not Covered by Warranty
The following are not covered by Premier Shades Warranty:
· Fair wear and tear.
· Misuse of the product or using the product in a way it was not intended.
· Damage resulting from accident, children, pets, or tenants.
· Storm damages.
· Client change of mind.
· Water damage from negligence (ie leaving a window open in excessive rain).
· Leaving an awning in the “out” position or an exterior blind in the “down” position in excessive winds and storm.
· Client expectations. The expectation of the end user to be different to what is the Industry Standard*. If you are unsure of how your product will look or operate, please visit our showroom. We have most products we sell on display and operational in our Showroom.
*In the information outlined in “Guide to Standards and Tolerances” available through NSW Fair Trading, it mentions that slight variations in the colour and finish of materials do not always constitute a defect. Whilst Premier Shades will make every effort to ensure you are completely happy with your product, some lighting can affect the way the product looks. If an issue is not immediately apparent at a distance of 1.5m or greater in non-critical lighting, we may deem it not defective and may reject your Warranty claim. In this case, management may discuss your options for resolution.
Repairs
Premier Shades will only repair products purchased directly from Premier Shades.
In the event of damages to a product purchased through Premier Shades and it is not covered by our Two-year Warranty or is assessed as not a Warranty claim, the options are:
· Engage our services by paying our call out/repair fee and we will book in an experienced Installer to fix/assess the issue.
· Call into Premier Shades Showroom at 18/482 Pacific Highway, Wyoming. We carry many spare parts in our factory available to purchase.
· Bring in the damaged item to our Showroom, our factory may be able to fix/repair the item. A cost will be provided to you prior to any work commencing.
