Effective Date: 18 January 2000
At BigBrands.com.au, we stand behind the products we supply and the installation services we provide. This Warranty Policy explains the general warranty terms applying to products purchased from BigBrands.com.au and installation services performed by BigBrands.com.au.
This policy should be read together with any specific manufacturer’s warranty supplied with the relevant product.
Nothing in this Warranty Policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, restricted or modified under the Australian Consumer Law (ACL) or any other applicable Australian law.
Where the ACL provides a consumer guarantee or remedy, those rights apply independently of any manufacturer’s warranty or voluntary warranty provided by BigBrands.com.au.
Where a product or service does not meet applicable consumer guarantees, BigBrands.com.au will provide the remedy required by law.
Many products sold by BigBrands.com.au are covered by a manufacturer’s warranty.
Where a manufacturer’s warranty applies, the warranty period, conditions and exclusions are determined by the relevant manufacturer.
Manufacturer warranties may differ depending on:
A manufacturer’s warranty does not remove or replace any rights a customer may have under the Australian Consumer Law.
Customers should retain their invoice, receipt or other proof of purchase.
Where flooring installation is purchased from and performed by BigBrands.com.au or an installer engaged by BigBrands.com.au, BigBrands.com.au provides a 12-month limited warranty on installation workmanship, commencing from the date the installation is completed.
This warranty applies to defects in workmanship that are reasonably determined to have resulted from the installation service itself.
Where an installation workmanship defect is confirmed, BigBrands.com.au may, subject to applicable law and at its discretion:
This 12-month warranty applies to installation workmanship only and does not constitute a 12-month warranty on the flooring product itself.
To the maximum extent permitted by law, the 12-month installation workmanship warranty does not cover issues caused by circumstances outside the installation workmanship, including:
These exclusions apply only to the extent permitted by applicable law.
Fading, discolouration, colour change and colour variation are not covered by the BigBrands.com.au 12-month installation workmanship warranty.
Flooring may naturally change colour over time due to exposure to:
The rate and degree of colour change may vary depending on the product, location, exposure, room conditions and environment.
Differences in colour between existing flooring and newly installed flooring may also occur due to different production batches, ageing or exposure.
Customers should follow the relevant manufacturer’s recommendations regarding UV exposure, window coverings, cleaning and product maintenance.
Nothing in this section excludes any rights that cannot legally be excluded under the Australian Consumer Law.
Customers should inspect all flooring products as soon as reasonably practicable after delivery or collection and before installation.
Customers should check for:
Customers must not install flooring where visible defects, damage or other concerns are identified.
Customers should contact BigBrands.com.au before installation if they believe there is a problem with the product.
Where flooring containing an obvious or reasonably identifiable defect is installed, BigBrands.com.au may not be responsible for costs associated with removal or reinstallation of that flooring, to the extent permitted by law.
This does not affect any rights that cannot legally be excluded under the Australian Consumer Law.
The condition of the installation area can significantly affect flooring performance.
The installation area must be reasonably suitable for installation and comply with applicable manufacturer requirements.
Installation issues may arise from:
Where BigBrands.com.au identifies an unsuitable installation condition before installation, we may recommend additional preparation or other corrective work.
Where a customer instructs BigBrands.com.au to proceed despite an identified site condition or recommendation, any resulting issue may not be covered by the installation warranty, to the extent permitted by law.
Flooring products can be affected by moisture, humidity, temperature, sunlight and other environmental conditions.
Customers and installers must ensure that the installation environment is appropriate for the particular flooring product and complies with the manufacturer’s requirements.
BigBrands.com.au is not responsible for damage caused by environmental conditions outside the intended application of the product, to the extent permitted by law.
Customers are responsible for following the manufacturer’s care and maintenance instructions.
Warranty coverage may be affected, to the extent permitted by law, where damage results from:
Customers should use only cleaning products and maintenance methods recommended for the relevant flooring product.
Some products are designed specifically for residential applications.
Where a product is used in a:
the applicable warranty may differ.
Customers should confirm that the product is suitable for the intended application before purchase and installation.
Where a manufacturer specifies that a product is unsuitable for a particular application, the manufacturer’s warranty may not apply to that use.
Products sold as:
may be subject to specific terms communicated to the customer before purchase.
Where a particular defect, imperfection or characteristic has been specifically disclosed to the customer before purchase and the customer knowingly purchases the product, a claim relating specifically to that disclosed condition may not be available, to the extent permitted by law.
This does not exclude any rights that cannot legally be excluded under the Australian Consumer Law.
A change-of-mind return is separate from a warranty claim.
Unless otherwise stated by BigBrands.com.au, change-of-mind returns are subject to BigBrands.com’s applicable returns policy and any conditions communicated at the time of purchase.
Nothing in this section affects a customer’s rights where a product or service does not meet the Australian Consumer Law.
The BigBrands.com.au 12-month installation workmanship warranty applies only to installation services performed by BigBrands.com.au or an installer engaged by BigBrands.com.au.
Where a customer independently selects and engages an installer who is not engaged by BigBrands.com.au, the BigBrands.com.au installation workmanship warranty does not apply to that installation service.
Customers should contact their independent installer regarding workmanship issues.
This does not affect any rights the customer may have under applicable law concerning products supplied by BigBrands.com.au.
To make a warranty claim, customers should contact BigBrands.com.au and provide:
BigBrands.com.au may request additional information reasonably required to assess the claim.
All warranty claims are subject to reasonable assessment.
Depending on the circumstances, BigBrands.com.au may:
Customers must provide reasonable access to the property where an inspection is reasonably required.
Where appropriate, BigBrands.com.au may refer a product warranty claim to the relevant manufacturer or supplier for technical assessment.
The manufacturer may assess matters including:
Manufacturer warranties will be assessed according to the manufacturer’s applicable warranty terms.
Where a replacement product is provided, the replacement may differ from the original product in:
This may occur where the original product has been discontinued or manufactured in a different production batch.
Where an identical product is unavailable, an equivalent or alternative product may be offered where appropriate and permitted by law.
To the maximum extent permitted by law, BigBrands.com.au does not accept responsibility for costs that are not required to be provided as part of the applicable legal remedy or warranty.
This may include:
Nothing in this section excludes or limits any liability that cannot legally be excluded or limited under Australian law.
Customers should contact BigBrands.com.au before carrying out repairs, alterations, modifications or removal of flooring that is the subject of a warranty claim, where reasonably practicable.
Unauthorised repairs, modifications or alterations may affect a manufacturer’s warranty or installation warranty to the extent permitted by law.
BigBrands.com.au may require reasonable proof that the product or installation service was purchased from BigBrands.com.au.
Acceptable proof may include:
The warranties described in this policy are additional to any rights and remedies available to customers under the Australian Consumer Law.
The expiry of a manufacturer’s warranty does not necessarily mean that a customer has no further rights under the Australian Consumer Law.
Similarly, this 12-month installation warranty does not limit any consumer guarantees that may apply to installation services under Australian law.
To the maximum extent permitted by law, BigBrands.com.au will not be liable for loss or damage that is not required to be compensated under applicable law.
Where Australian law permits liability to be limited, BigBrands.com.au’s liability may be limited to the extent permitted by law.
Nothing in this Warranty Policy excludes, restricts or modifies any liability or consumer right that cannot legally be excluded, restricted or modified.
BigBrands.com.au may update this Warranty Policy from time to time.
The version applicable to a purchase will generally be the version in effect at the relevant time, subject to any rights that cannot legally be excluded or varied.
BigBrands.com.au
Address: Unit 41, Greens Road, Dandenong South VIC 3175, Australia
Phone: 1300 12 22 20
Website: BigBrands.com.au
For warranty enquiries, customers should provide their invoice or order number wherever possible.
This Warranty Policy sets out BigBrands.com’s general warranty terms and procedures.
Specific products may be subject to additional manufacturer’s warranty terms.
Where there is any inconsistency between this Warranty Policy and a mandatory requirement of Australian law, the applicable law will prevail.
BigBrands.com.au reserves all rights available to it under applicable law.
