FAQ’s [Frequently Asked Questions]:
Q. What happens if I have a fault with my unit after the warranty period of 12 months?
A. We provide an affordable repair service, and our repair staff can usually fix or replace your unit within 3 days [within Australia].
Q. Do you provide after-sales-service, and how do I contact you?
A. We reply to 98% of customer emails within 24 hours, and we work to resolve each of them as soon as possible. We are based in Australia and are easy to deal with. You can contact us via phone – through our ‘request a callback’ feature, where you give us your name and phone number, and we ring you back as soon as we are available too, within 24 hours.
Q. Do I need a licensed electrician to install this product?
A. No, no electrical work is needed to install this product. We have designed the unit with a standard Australian plug, allowing you to plug the unit into any other power point [bellow your installation surface]
Q. Does this product meet Australian electrical standards?
A. Yes, we have tested and certified all our products to meet SAA standards in Australia. Our test reports and certificates are available on our website.
Q. What is the required distance this unit must be when installed from an active water source such as a tap?
A. Visit the following web page for more information: visit the Build website by Googling “distance between water and power points”
Q. I would like some more assistance, or I have some further questions, how can I contact you?
A. There are various ways you can contact us. You can email us – we generally reply with 24 business hours or you can speak to us over the phone. Click here to send us you name and phone number, and we will call you back as soon as we can [within 24 hours].
Q. What is the warranty that is included with the product, and what is the process that is involved in making a warranty claim?
A. We include 12 months warranty. If your product malfunctions within 12 months, we will repair or replace it for you free of charge. We will cover both [2-way] postage costs, and repair or replace the unit within 5 days. We keep digital receipts matched with product serial numbers for every order, so don’t worry about keeping the transaction receipt. All we require for a warranty claim is a confirmation of your name, address and an approximate date of purchase. From this, you will need to pack the unit securely, and we will send you a prepaid postage label to stick onto the unit. You will then be required to drop the unit off at an Australia Post retail outlet. Once we receive the unit, we will match its serial number with your receipt, and repair the fault, then send it back to you between 3-5 days.