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Help and Support

Insurance policy 

Damaged or lost shipments can only be claimed if the “insurance option” was selected with purchase. We strongly recommend that you select this option at checkout for peace of mind. 

  • Zure must be notified within 48 hours of delivery/acceptance of the goods, and the extent of the damage must be recorded
  • When submitting a claim to us clear photographs will be required of both the box and damage to the product 
  • Damage cannot be claimed for items which have already been installed
  • The timeframe for a solution may vary by assessment time but we will be in touch as soon as possible 

All damage claims will be handled on a case by case basis with Zure having final discretion. 

The type of solution we may offer will depend upon individual circumstances. Zure will work together with you to find a result that you’re happy with. We may potentially:

  • Suggest a self repair 
  • Offer a partial or full store credit voucher or refund 
  • Replace the product (subject to stock levels)
  • Arrange for the product to be returned to us or our supplier 

If our solution necessitates the product being returned, we will cover the cost of the return. 

Orders without the “insurance option” selected at purchase are unfortunately ineligible for any further assistance from our customer service team. 

Wrong item delivered/received 

Very occasionally we may accidentally ship out the incorrect item to you. If you have received a wrong item please notify us atinfo@zure.com.au as soon as possible within 48 hours of delivery receipt. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no charge to you. 

Returns

 

We provide a 30 days change of mind returns policy for all products except for tiles, glass and mirrors. Returns won't be accepted for tiles, glass and mirror products.

A 20% restocking fee may apply for all change of mind returns. All return shipping cost will be incurred by the customer.

Email us at info@zure.com.au with your request and reasoning for returning along with any images.

 

 

 

 

 

 

All return products must have their original packaging, not be installed, and in a re-sellable condition. If the product has been damaged during return shipping, returns will not be approved.

Our team will assess your request and if approved you will be refunded with store credit.

Send your item back to us! All return shipping costs will be incurred by the customer.

 

See below for more detail.
  1. Return of Goods:
    • A Buyer shall advise Zure in writing via email of the return of faulty, damaged or incorrectly delivered goods with thirty (30) days of date of delivery.
    • Unless agreed in writing via email by Zure, the returned goods are not deemed to be accepted by Zure.
    • Goods shall not be returned for credit except with the prior approval of Zure or as required by law. Such returns will be at the expense of a Buyer.
    • A store credit note will be issued to the Buyer, when the criteria are met of Zure.
    • Zure will not be liable for goods which have not been stored or used in a proper manner.
    • A Buyer shall bear all risk for returns until Zure acknowledges receipt of goods via email.
    • Zure shall not accept any claims for defective goods without inspection and to the satisfaction of Zure’s representative that the goods are faulty in manufacture or material. See Warranty Policy for more detail.
    • Alleged defective goods shall be sent, in appropriate packaging, to Zure by an authorised carrier where at Zure’s sole discretion goods shall be replaced, repaired or credited to the Buyer’s account or as required by law.
    • The Buyer shall not be entitled to return any goods supplied without the prior approval of Zure.
    • Zure reserves the right to disallow any credit claims made later than 30 days from the date of purchase or as required by law.
    • We are not able to accept returns of any kind once you have attempted to install or use the product.
    • 20% Restocking fees will apply for returns.
    • For any items purchased via Afterpay, store credit will be given for any approved returns. Any personal agreements with Afterpay will still be valid and you will be required to continue to pay for any scheduled repayments. Zure does not offer partial refunds/store credits. Approved returns will be given store credit for the total value of the item(s) returned. For any Afterpay queries please contact Afterpay on 1300 100 729.
  1. Fitness for Purpose:
    • A Buyer agrees that it does not rely on the skill or judgement of Zure in relation to the suitability of any goods for a particular purpose. Any advice, recommendation, formation or assistance provided by Zure is provided without any liability by Zure whatsoever.

The expressions “we”, “us”, “our” and “Zure” refer to Zure Pty Ltd ABN 11 631 304 473, in this returns policy.

Warranty

All Zure products vary from a 12 month to 10 year product warranty.

Should any of our products not perform to your satisfaction and for any claims in relation to a specific product warranty, please contact us below.

E-mail: Info@zure.com.au

How to make a warranty claim

Please contact us with the details of your claim including your contact details, proof of purchase, item and model number, a brief description of the issue with the product and supporting evidence (eg. photographs).

 Schedule for the following brands:

Inspire, Unicasa, Summer, Giorgio, Livanity. 

Type

Warranty period: product replacement

Warranty period: parts replacement

Basins

7 years

12 months

Baths

7 years

12 months

Bathtub components

12 months 

12 months 

Butler sinks 

7 years 

12 months 

Mirrors

12 months 

12 months

Shaving cabinets

12 months

12 months

Stone tops

10 years

12 months

Tapware
Tapware range 3 years 12 months
Bathroom accessories 5 years 12 months
Bath spout 3 years 12 months
Ceramic cartridge 7 years 12 months
Hand shower and head shower 3 years 12 months
Shower accessories and parts 12 months 12 months
Shower rails and arm  3 years 12 months
Shower screen 2 years 12 months 
Toilets
Toilet suites & all vitreous china cisterns and pans, vitreous china basin/vanity tops 7 years 12 months
Toilet seat cover, components 12 months 12 months
Water inlet and outlet valve 2 years None
In-wall cistern 5 years  12 months 
Vanities 10 years 12 months 

 

For all other brands (Taqua, Belbagno, Austworld, Turner Hastings, and Poseidon), please see individual product listings for warranty information.

Terms of Warranty
  1. This product warranty for Zure product/s commences from date of purchase of the product/s.
  2. Please refer to the warranty table in the above Schedule which sets out, the product/s, warranty period for each product and, the warranty coverage.
  3. We warrant that our products are designed, manufactured and assembled in accordance with applicable Australian standards, including, Water Efficiency Labelling Standards (WELS).
  4. We warrant that under proper care, domestic/residential use and maintenance of the product/s, our product/s will be free from defects subject to, the terms and conditions which follow.
Warranty Conditions
  1. Our product warranty is in addition to your rights, remedies and consumer guarantees under Australian Consumer Law at Schedule 2 of the Competition and Consumer Act 2010 (Cth) (“ACL”) [1].
  2. This warranty must be read in conjunction with the ACL and nothing in this warranty has the effect of excluding, restricting or modifying any rights under the ACL.
  3. For any minor product failure, you are entitled to have the product repaired or replaced if the goods fail to be of acceptable quality or under the guarantee of goods contained in ACL and such failure does not amount to a major failure.
  4. For any major failure, you are entitled to a replacement of or monetary refund for the product/s and, failing any replacement or refund (subject to the determination of Zure) compensation for any other reasonably foreseeable loss or damage [2].
  5. Zure requires access to product/s to undertake any agreed warranty repairs or replacement that is/are subject to the warranty exclusions below.

Warranty exclusions

To the extent permitted by law:

  1. This warranty only applies to minor or major defects in a Zure product which arise from faulty materials or workmanship and does not apply to other defects that may arise in relation to the product, including but not limited to, accidental damage, abuse, misuse, maltreatment, abnormal stress or strain, harsh or adverse weather conditions or cleaning products used, including excessive water pressure, temperature, harsh chemical irritants or failure or neglect to properly maintain and use Zure product/s.
  2. The work covered by our warranty, including the labour and/or 3rd party costs, is limited to the pre-approved scope of work set out in any work order. Additional work, including additional labour and/or 3rd party costs, will require our authorisation.
  3. Zure is not responsible for any consequential loss or damage to any furniture, floor coverings, walls, waterproofing, fixtures or to any such related claims (including any claims for compensation for related works to address any product defect by a third party) or consequential loss or any kind caused by any defect or in relation to the installation in connection with Zure products.
  4. For the avoidance of doubt, this warranty does not apply if:
  • Our product/s is/are not installed correctly by any persons in accordance with express Zure and/or provided manufacturer specific installation instructions.
  • Any installation of our product/s does/do not comply with the Australian standards, relevant building codes or laws, where applicable.
  • Water pressures and/or temperatures exceed stated limitations as per the product/s installation instructions [3].
  • Any attachment of any accessories or replacement parts to products other than those provided or approved by Zure.

The expressions “we”, “us”, “our” and “Zure” refer to Zure Pty Ltd ABN 11 631 304 473, in this warranty.

[1] Please see http://www.austlii.edu.au/cgi-bin/viewdoc/au/legis/cth/consol_act/caca2010265/sch2.html.

[2] Zure’s liability is limited to the amount of the purchase price of the product/s.

[3] Note: AS/NZS 3500.1-2003 specifies 500kPa maximum water supply pressure at any outlet within a building for new installations.

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