Product Guarantee Terms & Conditions
“Extended Guarantee Pack”, “Pack” or “Extended Guarantee” refers to this pack including all sections and the front end welcome. “First Owner” means the first consumer buying the Qualifying Products. “Qualifying Products” means the products listed 1.1 to 1.7 below that have been purchased on or after 20.12.2014:
1.1 Ceramic basins and toilets - limited to the vitreous china element of these products.
1.2 Baths and Stone Resin Shower Trays - limited to the Acrylic main product body, essential components (including leg sets and acrylic panels whether essential or optional at time of purchase) and substrate backing materials.
1.3 Elite and Trinity Shower Enclosures and Walk-in Shower Glass Solutions - limited to extruded profiles, glass, support bars and handles. Shower seals and fixings are excluded.
1.4 Aquafloe Shower Enclosures and Glass Backed Shower Cabins - limited to extruded profiles, glazed back panels, glass, support bars and handles. Shower seals, fixings are excluded.
1.5 Taps, shower valves, Shower heads, Radiators - limited to main body of product and the finish applied (i.e. Chrome plating, powder coat). Tap cartridges, tap aerators, shower ball joint fixings, hoses and shower holders and shower valves cartridges excluded.
1.6 Aqualine Shower Enclosures, Acrylic Backed Shower Cabins and Non-Stone Shower Trays - limited to extruded profiles, acrylic back panels, glass, support bars and handles. Shower seals, fixings, shower heads, shower hoses and shower valves / cartridges are excluded. Non Stone Shower trays limited to the Acrylic main product body and substrate backing materials.
1.7 Furniture - including non-ceramic Basins, and Cabinetry - limited to the main body of the product and the finish applied. Hinges, runners and work tops excluded. Resin and Acrylic basins limited to main product body and substrate backing materials.
1.8 Concealed Cistern internal parts - pneumatic flush, push button, flush valve and inlet valve have 12 months guarantee.
1.9 Basin and Bath Wastes - Pop up mechanism covered with 12 months guarantee.
1.10 Toilet Seats - Hinges and soft close mechanism covered with 12 months guarantee.
1.11 Shower Kits and Bath Shower Mixers - Diverter covered with 12 months guarantee.
1.12 Multi Function Shower Handset - Covered with 12 months guarantee.
2. Registration of your Extended Guarantee
To activate your extended guarantee, you will be sent an activation email 21 days after your qualifying products have been delivered. You will then have a further 28 days to activate your guarantee before your guarantee expires. Please note that the Extended Guarantee can only be registered by the First Owner. For the avoidance of doubt, the First Owner must register within the 28 day period from when the original activation email was sent from Better Bathrooms. You are advised to keep a copy of all correspondence with the contact details set out in this booklet.
Your Extended Guarantee will not be activated until it has been completed in full by you, duly registered by you with ourselves (including the provision of all required information) and we have received payment for the Qualifying Products in full.
The registration procedure is essential as it provides us with the necessary consumer details and information to enable us to process a claim, without this information we cannot process a claim. Please take special care and attention when completing your registration documentation as this will provide us with important information in the event of claim under the Extended Guarantee scheme. Information you provide in the registration documentation will be relied upon by us.
3. Your Better Bathrooms Extended Guarantee
The length of your Better Bathrooms Extended Guarantee is product specific. Details about the length of the Extended Guarantee in relation to each of the Qualifying Products is set out below:
3.1 Ceramic basins and toilets - Standard 1 YEAR guarantee plus 24 YEARS extended guarantee from the date of purchase.
3.2 Baths and Stone Resin Shower Trays – Standard 1 YEAR guarantee plus 24 YEARS extended guarantee from the date of purchase.
3.3 Elite and Trinity Shower Enclosures and Walk-in Shower Glass Solutions – Standard 1 YEAR guarantee plus 14 YEARS extended guarantee from the date of purchase.
3.4 Aquafloe Shower Enclosures and Glass Backed Shower Cabins – Standard 1 YEAR guarantee plus 9 YEARS extended guarantee from the date of purchase.
3.5 Taps, shower valves, Shower heads, Radiators – Standard 1 YEAR guarantee plus 9 YEARS extended guarantee from the date of purchase.
3.6 Aqualine Shower Enclosures, Acrylic Backed Shower Cabins and Non-Stone Shower Trays – Standard 1 YEAR guarantee plus 4 YEARS extended guarantee from the date of purchase.
3.7 Furniture - including non-ceramic Basins, and Cabinetry – Standard 1 YEAR plus 4 YEARS extended guarantee from the date of purchase.
The remedy available to you under your Extended Guarantee is the right to have any material defects replaced. You have no right under this Extended Guarantee to any further remedy or to any compensation apart from those highlighted in this booklet. Nothing in this Extended Guarantee affects your statutory rights as a consumer. We will not be liable for any losses (financial or otherwise) including but not limited to repair works or refitting costs that are a direct consequence of a manufacturing defect or are indirectly associated with the manufacturing defect during the Extended Guarantee period. Nothing in this Extended Guarantee affects your statutory rights as a consumer or your rights under our Terms and Conditions and Standard Guarantee. It is your responsibility to regularly check the condition of your Qualifying Product. We cannot accept responsibility for any loss or damage suffered, or incurred as a consequence of your failure or delay in reporting defects promptly. We will not be responsible to replace any product that was installed with a fault (ours or otherwise) that would have been clearly evident before installation. The Extended Guarantee only applies to Qualifying Products which have been purchased and used exclusively for domestic purposes only. The Extended Guarantee only applies to Qualifying Products which have been installed in accordance with our fitting instructions (oral or written) and technical data (including product information and specification sheets) current at the time of purchase. The Extended Guarantee only applies to Qualifying Products which have not been re-installed (i.e. they have not been moved from their original installation position or location for any reason). The Extended Guarantee only applies to Qualifying Products purchased and installed in the UK The Extended Guarantee is not transferable.
4. Making a Claim
If you wish to make a claim under the terms of this Extended Guarantee then you should contact the Better Bathroom Customer Services Department as follows:
4.1 Call 0333 777 4777 and ensure you have the following details to hand:
4.1.1 proof and date of purchase.
4.1.2 your contact details.
4.1.3 postcode where the unit is installed.
4.1.4 photos of the fault - Better Bathrooms may request that these are provided to assist with assessing your complaint.
4.2 Better Bathrooms reserves the right, and must be offered the opportunity to inspect the complaint in situ and, where applicable, if at all possible in situ as first installed, and we will need to see our applicable batch and delivery note details.
4.3 The Better Bathrooms Customer Services Department will be able to tell you whether the fault can be simply rectified by the provision of a replacement part or arrange an on site visit by an engineer of Better Bathrooms’ choosing.
4.4 If a service call is required it will be booked and the date of the call confirmed. You or a representative (over the age of 18 years) must be present during the entire engineers visit.
4.5 A charge will be made in the event of an aborted service call by you, but not by us, or where a call under the terms of the Extended Guarantee has been booked and failure is not related to product supplied by Better Bathrooms (i.e. Scaling and furring, incorrect water pressure, or other plumbing problem unrelated to the normal function of the components).
4.6 If the Qualifying Product is no longer covered by the Extended Guarantee, a charge will be made for the site visit and for any parts supplied.
4.7 If the Qualifying Product concerned proves to our reasonable satisfaction not to be defective, or you give us the wrong batch or delivery note details, we will be entitled to make a reasonable charge for our efforts in establishing whether they fall within our obligations under our Extended Guarantee and liability statement.
4.8 Service charges are based on the account being settled when work is complete, the engineer will then request payment for the invoice. If this is not made to the service engineer or settled within ten working days, an administration charge will be added.
5. Exclusions to your Extended Guarantee
Your Extended Guarantee does not include the provision of or the rectification of:
Normal maintenance services and the repair and replacement of consumable items such as toilet seats, accessories, wastes and traps, cistern fittings, batteries, fluorescent tubes, light bulbs, fuses, electrical connections, filters, shower hoses, tap and shower cartridges and tap washers; Damage to, caused by or within parts, fixtures or fittings that have not been manufactured or supplied by us; Adjustment of hinges, catches, stays and doors; Normal wear and tear to your Qualifying Product; Damage caused by failure to operate or use the Qualifying Product in accordance with its user instructions; Environmental conditions including UV damage, discolouration or pollution; Damage caused by the use of inappropriate or unsuitable cleaning materials; Damage occurring as a result of any alteration, modification, re-installation, vandalism, accidental damage, misuse, neglect, commercial use, abnormal use or storage or caused by any foreign object; Damage resulting from a failure or delay in arranging for an obvious defect (or any defect which should have been obvious to a reasonable person who has complied with all relevant owner manuals and this Extended Guarantee) to be reported under your Extended Guarantee or rectified; Damage caused by repairs attempted or undertaken other than those carried out by us or a third party authorised by us; Damage as a result of failure to carry our normal day to day maintenance or follow normal maintenance procedures including but not limited to the maintenance procedures specified in the installation instructions; Damage occurring from the incorrect use or connection of the utilities (including electricity, gas or water) to your Qualifying Product; Damage as a result of any accessory (not approved by Better Bathrooms) being fitted to your Qualifying Product; Damage as a result of relocation of your Qualifying Product from its original installation; Damage caused directly or indirectly by war, riot, revolution, act of god or any similar event or by vandalism, theft or attempted theft; or Damage arising from any accident or any act or omission by you.
6. Dissatisfied with replacement parts?
In the unlikely event that you are dissatisfied with any replacement supplied, you should report your dissatisfaction to us within 14 days of completion of the supply of the part.
If no notice is received within the 14 days, the part supplied is deemed acceptable to you and the claim is deemed to have been satisfied.
7. General terms and conditions
Statutory Rights Nothing in this Extended Guarantee affects your statutory rights as a consumer.
Jurisdiction This Extended Guarantee pack shall be governed by and construed in accordance with the law of England and Wales and any disputes will be subject to the non-exclusive jurisdiction of the English courts.
Confidentiality and Data Protection Any information or documentation passing between you and us is confidential, and we shall both keep it as such for as long as such information remains confidential. However this shall not prevent either of us using any confidential information in the proper performance of our obligations under this Extended Guarantee.
Death or personal injury In accordance with your statutory rights, this Extended Guarantee does not seek to exclude any liability for death or bodily injury arising from our negligence.
You can contact the Better Bathrooms Customer Services Department as follows:
Telephone : 0333 777 4777
In writing : Better Bathrooms, Horizon Park, Greenfold Way, Leigh, Lancashire, WN7 3XJ.
9. Extended Guarantee terms and conditions
a) Extended Guarantee holder - The Extended Guarantee holder is the only person entitled to make a claim under the Extended Guarantee.
b) Qualifying Product - Any claim under this Extended Guarantee must relate to the Qualifying Product purchased by or transferred to the Extended Guarantee holder as the First Owner.
c) Transfer - The Extended Guarantee is personal to the Extended Guarantee holder and is not transferable.
d) Authorisation - No repairs are to be commenced until authorised by us and all repairs must be carried out by an engineer approved by us. We will not take responsibility for any costs associated with or subsequent rectification of any unauthorised repairs.
e) Replacement of parts - Our obligations under this Extended Guarantee are limited to replacing any part which proves to be defective. Replacement parts where possible will either be the same or similar and we are under no obligation to replace any part or item with an identical part or item.
f) Failure to attend – We cannot be held responsible for failed or delayed attendance due to unforeseen circumstances or difficulties outside our reasonable control. No responsibility can be accepted for any loss or damage suffered or incurred as a consequence of such delay. We will endeavour to communicate any changes in our intended plans but cannot be held responsible for events beyond our control.
g) Design faults and recalls – Any damage to parts which are recalled by the original manufacturer or which have inherent design faults are not covered by this Extended Guarantee.
h) Modifications - This Extended Guarantee is designed to cover Qualifying Products built to their original specification. If a Qualifying Product has been modified with any parts not supplied by us, we reserve the right to decline any Extended Guarantee claim that may arise due to the fitting/failure of a modified part.
i) Paperwork – As a precondition of our liability under this Extended Guarantee you must complete all necessary paperwork and follow all procedures, within the time limits set out in this pack.
j) Maintenance – As a precondition of our liability under this Extended Guarantee you must complete all necessary routine maintenance to the Qualifying Product.
k) Legal proceedings – If a claim is accepted by the manufacturer, we shall be entitled to undertake in the name and on behalf of the Extended Guarantee holder, the absolute conduct, control and settlement of any proceedings and to take proceedings at our own expense and for our own benefit, but in the name of the Extended Guarantee holder, to recover compensation or secure indemnity from any third party in respect of anything which is accepted by Better Bathrooms as being covered under your Extended Guarantee.
l) Void Extended Guarantee
This Extended Guarantee is deemed void in circumstances including, but not limited to:
The Qualifying Products are used for commercial purposes. The Qualifying Products are installed outside of the UK. You have failed to comply with any procedures laid down by the manufacturer or if you have failed to complete and return within the time scales set out in this booklet any of the registration details which we require. The specification of your Qualifying Product has been altered in any material way other than by us or without approval from Better Bathrooms.