Guarantees - complaints procedure

1. This guarantee applies only to products purchased and installed in the country of issue

1. Proof of purchase is required in the event of a claim. Guarantee runs from date of original purchase not date of any subsequent repairs or replacements supplied.

1. Provision of the barcode/serial number will be required to enable product identification.

1. We must be given the opportunity to inspect the product, if we request to do so. The product should not be removed or destroyed before inspection without our consent. We may request photographic evidence in any investigation.

1. The product must have been installed, used and cared for in accordance with our instructions for installation and care. In addition, the products must have been installed in accordance with good plumbing practice.

2. Where our on-site investigation reveals that the reported fault was not due to manufacturing or materials defect a callout charge will be applied.

3. Where we are satisfied that a defect has arisen because of faulty manufacturing or materials we will, at our option, repair or replace the product free of charge to you. If we choose to replace the product and we no longer manufacture the identical model we will replace it with the nearest equivalent in our then current range.

1. This guarantee does not apply to general wear and tear or where, in our opinion, the product has been modified, misused, neglected or wilfully or accidentally damaged.

2. This guarantee does not cover consequential damage or loss.

3. Damage occurring during transport after purchase, as a result of incorrect handling or careless treatment.

4. Reasons independent of the manufacturer (exceeding the water pressure allowed according to the standard in the water transmission system, exceeding the maximum permissible temperature of the incoming hot water specified in the installation and operating instructions, fire, earthquake, and other force majeure cases).

5. Repair by unauthorized persons, as well as previous repair, not described in the relevant section of the Guarantee card.

6. Use of components that are not manufactured or supplied by Ideal Standard or those that do not meet the standard requirements.

7. Damage caused by low-temperature (frost).

8. Mildew build up, the effects of limescale and corrosion are not covered under this guarantee.