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The short version: if you bought it from us, come to us. Whether a part has failed or something about the installation is not right, you deal with TapLife — not the manufacturer, not a call centre. Email [email protected] with your order number and a photo, and we take it from there.
Who you talk to about a fault
If we supplied your product, come to TapLife about any fault. You do not have to work out whether the problem is the product or our installation. If you supplied the product yourself, our workmanship warranty covers our installation, and the product’s own warranty stays with the seller or manufacturer.
Where a part for a product we supplied has to come from its manufacturer, we deal with that manufacturer. The brand depends on the product you bought. You do not have to chase them yourself.
What is covered
Three things sit on top of one another, and none of them replaces the others.
- Our 12-month workmanship warranty covers the installation — the connections we made and the way we fitted it. If something we did causes a leak or a fault, we come back and put it right at no charge.
- The manufacturer’s warranty covers the product itself. Each product carries its own brand’s warranty. The terms and any conditions or component-specific periods come with the product. For products we supplied, contact us and we handle the claim.
- Australian Consumer Law sits over both and is your strongest protection. It applies to us as the supplier, it cannot be signed away, and it does not stop when a manufacturer’s warranty runs out.
Your rights under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For a major failure with goods, you choose — a refund or a replacement — and you are also entitled to compensation for any other reasonably foreseeable loss or damage. For a major failure with our service, you may cancel the contract and receive a refund for the unused portion, or compensation for its reduced value.
If a failure is not major, you are entitled to have it put right within a reasonable time; if that does not happen, you may cancel and obtain a refund for the part of the contract you have not had the benefit of.
For the goods we supply, TapLife is responsible for providing the repair, replacement or refund the law requires, depending on the nature of the fault. We handle the claim and liaise with the manufacturer where that is needed. Our workmanship warranty and any manufacturer’s warranty are in addition to these rights, never a substitute for them.
How to report a fault
- Photograph or film it. A short video of a leak or a drip tells us more than a description can.
- Email [email protected] with your order number and what has happened. If it is urgent, call or text us.
- We come back to you with what happens next — a visit, a replacement part, a new unit or a refund, whichever the situation calls for. Working out whether the fault is ours, the product’s or the plumbing’s is our job, not something you need to settle first.
What the warranties do not cover
Neither our workmanship warranty nor a manufacturer’s warranty covers:
- damage from misuse, impact or tampering
- pre-existing plumbing problems, including household water pressure
- blockages or debris carried in the water supply
- work carried out by someone else after we left
Where a fault is one we are responsible for as the supplier, putting it right is on us, labour included. If a manufacturer supplies a part outside those circumstances — as goodwill, or under an extended term on a particular component — fitting it may be chargeable, and we will tell you the cost before we do anything.
Change of mind
Please choose carefully. We do not refund change of mind once a product has been supplied to you or installation has started. If you need to cancel before then, email us as soon as you can; a cancellation fee may apply to cover costs already incurred, such as sourcing the product or holding your installation slot.
Special-order items. Some products are ordered in specifically for you from suppliers that do not accept returns. They are marked Special order on the product page, in your cart and at checkout. Those cannot be cancelled or refunded for change of mind once the order is placed. If you cancel before installation, we refund the installation fee for work not yet carried out.
None of this affects your rights under Australian Consumer Law. If something is faulty, not as described or not fit for purpose, the law applies in full.