Warranty & Returns

1. Scope of this Policy

This Warranty & Returns Policy applies to products sold or supplied directly by EcoWaterlessToilets.com unless a quotation, invoice, order confirmation, manufacturer warranty or other written agreement states otherwise.

Where EcoWaterlessToilets.com acts only as an introducer, referral partner, representative or independent associate, the sale, warranty and returns arrangements of the actual seller or manufacturer may apply instead.

Product-specific documents may contain more detailed or different provisions. Those documents should be read together with this Policy.

2. Consumer-law rights

Nothing in this Policy excludes, restricts or modifies any guarantee, condition, warranty, right or remedy that cannot lawfully be excluded, restricted or modified.

In Australia, goods and services may carry guarantees under the Australian Consumer Law. These may include guarantees that goods are of acceptable quality, correspond with their description, are fit for a disclosed purpose and match any sample or demonstration model where applicable.

Rights and remedies may differ according to the purchaser, product, intended use, jurisdiction and whether a transaction is a consumer or business transaction.

3. Manufacturer warranties

Many products are supported by a manufacturer's limited warranty. The warranty period, coverage, exclusions, claim process and available remedies may vary by product and region.

A manufacturer warranty may require:

• Proof of purchase and product serial number.
• Installation in accordance with the current manual.
• Use of licensed or qualified installers where required.
• Completion of registration or commissioning records.
• Regular servicing and maintenance.
• Use of approved parts, consumables and accessories.
• Prompt reporting of a fault or failure.

Manufacturer warranty documentation supplied with the product or linked from the relevant product page forms an important part of the warranty terms.

4. Inspection on delivery

You should inspect the shipment as soon as reasonably possible after delivery and before installation, modification or use.

Please check for:

• Visible damage to packaging, cartons, crates or pallets.
• Damage to the product itself.
• Missing items, components or accessories.
• Incorrect model, quantity or specification.
• Evidence that the shipment has been opened or mishandled.

Where damage is visible at delivery, note it on the carrier's delivery record before signing, where possible. Take clear photographs of the packaging, shipping label and affected product.

Do not discard packaging or freight materials until the shipment has been checked and any claim has been resolved.

5. Reporting damage, shortages or faults

Contact us promptly after discovering transit damage, missing items, an incorrect product or an apparent fault.

To assist assessment, please provide:

• Your name, organisation and contact details.
• Order, invoice or quotation number.
• Product name, model and serial number.
• Delivery date and date the issue was discovered.
• A clear description of the issue and circumstances.
• Photographs or video showing the problem.
• Images of packaging and shipping labels where relevant.
• Installation, commissioning and maintenance information.
• Any error messages, diagnostic information or test results.

Prompt notice can be important because freight carriers, insurers and manufacturers may impose reporting time limits.

6. Assessment of warranty and return claims

A claim may be assessed by EcoWaterlessToilets.com, the manufacturer, supplier, distributor, freight provider, service technician or another authorised party.

Assessment may involve:

• Reviewing photographs, video and written information.
• Remote troubleshooting or diagnostic testing.
• Inspection by an authorised technician.
• Testing a component or returned product.
• Reviewing installation and maintenance records.
• Confirming whether the issue falls within warranty coverage.

You should not dismantle, modify, repair or arrange unauthorised work on a product under assessment unless necessary for safety or expressly approved in writing.

7. Available remedies

Depending on the nature of the issue, applicable law, product warranty and circumstances, a remedy may include:

• Technical support or operating guidance.
• Supply of a replacement component.
• Repair by an authorised party.
• Replacement of the affected product.
• A partial refund, full refund or store credit.
• Another remedy agreed by the parties.

The appropriate remedy may depend on whether the failure is major or minor, whether repair is practical, product availability, location, freight, safety and any non-excludable legal rights.

We may choose a remedy where the law allows us to do so. This does not limit any right you have to select a remedy where applicable law gives you that choice.

8. Return authorisation

Do not return a product without written authorisation and return instructions.

An authorised return may require a return number, specified address, nominated carrier, packaging instructions, documentation and a stated return period.

Products sent without authorisation may be refused, delayed or returned to the sender, except where doing so would conflict with a non-excludable legal right.

Return authorisation does not by itself mean that a warranty claim or refund has been approved. Final assessment may occur after inspection or testing.

9. Condition and packaging of returned goods

Unless the nature of a fault makes it unreasonable, returned goods should be:

• Complete and accompanied by supplied components.
• Securely packaged to prevent further damage.
• Clean, safe and suitable for handling and transport.
• Accompanied by the requested documents and return number.
• Free from waste, hazardous residue or biological contamination.

Sanitation products may present hygiene and safety issues. Products that have been used, installed or exposed to waste may require decontamination, specialist handling or on-site assessment and may not be suitable for ordinary return freight.

We may require written confirmation that a product has been safely cleaned and decontaminated before accepting it for inspection.

10. Freight, collection and transport costs

Responsibility for freight, collection, removal, reinstallation and related costs depends on the reason for return, applicable law, warranty terms and the agreed remedy.

Where a product has a confirmed covered defect or where the law requires it, reasonable return or collection costs may be paid or reimbursed by the responsible seller, supplier or manufacturer.

Where no defect is found, the issue is excluded from warranty, or the return is for change of mind, the customer may be responsible for transport, inspection, testing, repackaging and redelivery costs.

Do not independently arrange expensive freight, removal or repair work with the expectation of reimbursement unless it has been authorised in writing, except where urgent action is reasonably necessary to prevent injury or further damage.

11. Common warranty exclusions

Subject to applicable law and the product-specific warranty, warranty coverage may not apply to loss or damage caused by:

• Incorrect, unsafe or unauthorised installation.
• Failure to follow instructions or operating limits.
• Misuse, neglect, abuse, overloading or accidental damage.
• Unauthorised modification, dismantling or repair.
• Use of incompatible parts, chemicals or consumables.
• Inadequate cleaning, servicing or maintenance.
• Unsuitable ventilation, drainage, power or site conditions.
• Power surges, incorrect voltage or electrical faults.
• Fire, flood, storm, corrosion, pests or other external events.
• Normal wear, ageing, cosmetic deterioration or discolouration.
• Damage during customer-arranged transport or storage.
• Failure to obtain required approvals or inspections.

Exclusions cannot override rights that applicable law does not permit to be excluded.

12. Installation, commissioning and removal

Products must be installed and commissioned in accordance with the current manufacturer instructions and all applicable laws, standards and approvals.

Where licensed electrical, plumbing, building or other professional work is required, it must be carried out by an appropriately qualified person.

Unless agreed in writing, product warranty does not automatically include:

• Site inspection or preparation.
• Removal or reinstallation costs.
• Electrical, plumbing or building work.
• Travel, accommodation or remote-service costs.
• Restoration of walls, floors, cabinetry or landscaping.
• Loss of use or provision of temporary sanitation.

If installation may have contributed to a fault, we may request photographs, certificates, commissioning records or an independent assessment.

13. Consumables, service items and normal wear

Consumables and maintenance items are generally not covered for ordinary depletion or wear unless they are defective when supplied.

These may include liners, filters, seals, cleaning products, bags, catalysts, heating elements with stated service life, batteries, fuses and other items designed for periodic replacement.

The classification of an item as consumable does not remove any non-excludable right applying to a manufacturing defect or failure within an unreasonably short period.

14. Change-of-mind returns

Unless expressly agreed, we are not required to accept a return because a customer changes their mind, no longer requires the product, orders the wrong model or later discovers that the site is unsuitable.

We may consider a change-of-mind return at our discretion where the product:

• Is unused, uninstalled and undamaged.
• Is complete and in original saleable packaging.
• Has not been specially ordered, modified or imported.
• Can be safely and commercially restocked.
• Is returned within an agreed period.

An approved change-of-mind return may be subject to freight, inspection, repackaging, restocking, transaction or other reasonable costs, as permitted by law.

15. Special, custom and non-stock orders

Products manufactured, configured, imported or procured specifically for a customer may not be cancellable or returnable for change of mind.

This may include custom colours, special dimensions, project quantities, non-standard accessories, products sourced for a particular jurisdiction and goods already placed into production or international transit.

These restrictions do not remove rights relating to faulty, damaged, misdescribed or otherwise non-compliant goods.

16. International sales and returns

International warranty and return claims may involve the manufacturer, regional distributor, customs authority, freight provider or local technician.

Customers may be responsible for obtaining export or import documentation and complying with restrictions concerning used sanitation equipment, electrical goods, batteries, hazardous materials or contaminated products.

Do not ship a product internationally for return without written instructions. Unauthorised shipments may incur duties, taxes, quarantine charges, storage fees or refusal by customs or the recipient.

17. Refunds, credits and processing

Where a refund is approved, it will generally be processed to the original payment method unless another method is agreed or required.

Refund timing may depend on inspection, return delivery, supplier or manufacturer approval, payment-provider processing and financial-institution timeframes.

Any lawful deduction for damage, missing parts, unauthorised use, return freight or other agreed costs will be explained.

Further information appears in our Refund Policy.

18. Records and evidence

Please retain documents that may be needed for a claim, including:

• Quotation, invoice and proof of payment.
• Order confirmation and delivery documents.
• Product model and serial number.
• Installation and commissioning records.
• Service and maintenance records.
• Photographs, videos and correspondence.
• Technician reports and regulatory certificates.

Missing documentation does not automatically defeat a valid legal claim, but it may make assessment more difficult.

19. Changes to this Policy

We may update this Policy to reflect changes in law, manufacturers, products, freight arrangements, business operations or Website structure.

The version applying to a transaction may also be affected by the date of purchase and the specific documents supplied with the order.

20. Operator and warranty contact details