- Your rights under the ACL
- Our warranty against defects
- What is covered
- What is not covered
- How to make a claim
- What happens next
- Who pays what
- Chemicals & consumables
- Hire equipment
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The benefits given by the warranty below are in addition to other rights and remedies you have under the Australian Consumer Law and any other law. Nothing in this policy limits those rights. Most goods we sell are covered by the consumer guarantees whether you buy them for your business or for home use.
Our warranty against defects
This warranty is given by All West Softwash (ABN 29 691 110 979) of Unit 5 / 100 Prinsep Road, Jandakot WA 6164, phone 0499 755 001, email david@allwestsoftwash.com.au.
We warrant that goods we supply will be free from defects in materials and workmanship, under normal use and with the maintenance the manufacturer recommends, for the warranty period below, measured from the date of delivery or collection:
- Machines and equipment (pressure washers, pumps, softwash systems, skids, reels, vacuums, water fed poles): the manufacturer's warranty period, which we pass on in full and administer for you. Where the manufacturer gives no warranty, or a shorter one, we warrant the goods for 12 months.
- Fittings, hose, nozzles, guns, lances, valves and other parts: 12 months.
- Chemicals: that they match their description and specification when supplied, and are within their shelf life.
- Wear items such as pump seals, valves, o-rings, packings, nozzle orifices, brushes and hose that has reached the end of its rated life: not covered for normal wear, but covered if they fail early because of a defect.
If a defect appears during the warranty period, we will at our option repair the goods, replace them with the same or an equivalent product, or refund the price paid. For a major failure you may choose a refund or replacement instead.
What is covered
- Faults in materials, manufacture or assembly.
- Goods that do not match their description, sample or the specification we supplied them against.
- Goods that do not do what they are meant to do, or what we told you they would do.
What is not covered
Our warranty against defects does not cover damage or failure caused by:
- normal wear and tear, or wear items that have reached the end of their service life;
- use outside the manufacturer's ratings, including running a pump above its rated pressure, fitting a nozzle that is too small for the pump, running a pump dry or without adequate water supply, or cavitation from a restricted inlet;
- failure to carry out routine maintenance, including oil changes, winterising, flushing chemical from pumps, hoses and guns after use, and cleaning filters and strainers;
- chemical attack from products not suited to the equipment, or from chemical left in the system;
- freezing, contaminated fuel, incorrect electrical supply, water hammer, or incorrect installation;
- accident, misuse, neglect, modification, or repair by someone we or the manufacturer have not authorised;
- cosmetic marks that do not affect function.
Damage of these kinds may still be repairable; we will quote for it.
How to make a claim
- Stop using the item if continuing could make the damage worse or is unsafe.
- Contact us by phone on 0499 755 001 or email at david@allwestsoftwash.com.au, as soon as reasonably possible after the fault appears. Please give us your order or invoice number, the product, a description of the fault, and photographs or a short video where they help. The order number is the fastest way for us to find the sale.
- Do not send anything back until we ask. Many faults can be diagnosed from a description, and some items are handled by the manufacturer's service agent nearest to you rather than by return to our warehouse. We will tell you where to send the item and give you a claim reference to include with it.
- Pack the item safely with the chemical drained and the reference visible. Include any accessories we ask for.
What happens next
We aim to acknowledge every claim within 2 business days and to tell you the outcome, or the next step, within 10 business days of receiving the goods or the information we need. Where the manufacturer must assess the item, we manage that on your behalf and keep you informed, but their assessment can take longer, particularly for imported equipment.
If the goods are found to have a defect covered by the warranty or the consumer guarantees, we will repair, replace or refund as set out above. If the goods are found not to be defective, or the failure is not covered, we will tell you why, quote for a repair if one is possible, and return the goods to you.
Who pays what
- Where a claim is accepted, we bear the reasonable cost of returning the goods to us or the service agent, and of getting the repaired or replacement goods back to you. Tell us before you ship so we can arrange or approve the freight; unapproved freight may not be reimbursed in full.
- Where the goods can be assessed on site or the fault is with a large item, we may arrange assessment or repair where it is rather than ask for it to be returned.
- Where a claim is not accepted, the cost of returning the goods to you, and any inspection fee we told you about in advance, is payable by you.
- If you are entitled to compensation for other reasonably foreseeable loss under the Australian Consumer Law, that is not affected by this section.
Chemicals and consumables
Chemicals are covered for matching their description and specification when supplied. Once a container is opened, its strength and condition depend on storage, temperature and handling that we cannot control, so we cannot accept a warranty claim on opened chemical beyond that, in line with the Australian Consumer Law. Sodium hypochlorite in particular loses strength over time and quickly in heat; store it cool and use it promptly.
Results on a surface depend on the chemical, the mix, the dwell time, the surface and the weather. We are always happy to advise on a mix, but the result on a particular job is not something we can warrant.
Hire equipment
Hire equipment is supplied in working order and is covered for the hire period. If it fails during the hire through no fault of yours, tell us straight away and we will repair or replace it, or refund the unused portion of the hire. Damage caused by misuse during the hire is charged under the hire agreement.
Contact
- Warrantor
- All West Softwash · ABN 29 691 110 979
- Address
- Unit 5 / 100 Prinsep Road, Jandakot WA 6164
- Phone
- 0499 755 001
- david@allwestsoftwash.com.au