Warranty Terms and Conditions
Entry Doors Pty Ltd offers a warranty on all products sold and services provided, including installations. This warranty is subject to the terms and conditions outlined below.
We guarantee that all products and services will be free from defects in materials and workmanship under normal use for the specified warranty period. Effective from the date of purchase, this warranty covers any issues related to materials or craftsmanship under standard use conditions.
Products Covered
This warranty covers the following products and services provided only by Entry Doors Pty Ltd:
· Timber doors
· Timber doors with glass
· Timber framing – jambs, sill, door stops, architraves
· Door hardware – locks, handles, hinges
· Installation services
Claim Process
Contact Information for Warranty Claims
To make a claim or inquire about warranty services, please contact Entry Doors in writing via email at: sales@entrydoorsbrisbane.com.au
For a quicker and easier process, please include in your email:
· Your name and contact phone number
· Address of the product supplied or installed
· Tax Invoice or your Order Number
· Photo evidence of the issue
· A brief description of your complaint
Warranty – Entry Door Obligations
Product Warranty
Entry Doors Pty Ltd warrants that each product manufactured or supplied by Entry Doors is free from defects in materials and workmanship and meets any specifications. The warranty period for each product begins on the date of delivery, pick up or installation from Entry Doors.
If Entry Doors determines, at its sole discretion, that an item or part is defective and in breach of this warranty, we will repair the defect or, at our option, replace the item or the defective part. Replacement items or parts are supplied unfinished and will be covered for the remainder of the original warranty period.
Warranty
· Doors - 2 years structural warranty
· Timber Framing - 1 year warranty
· Broken Glass - No warranty unless reported within 24 hours of installation
· Hardware, hinges, handles and locks – 1 year warranty
· Tracks – 1 year warranty
Installation Service Warranty
Entry Doors ensures that all installation services provided are performed with reasonable care and skill. However, we cannot be held responsible for incidental damage to surrounding areas during installation, such as damage to tiles, peeling paint, or similar circumstances.
If Entry Doors agrees, at its sole discretion, that the installation services provided were unsatisfactory and in breach of this warranty, we will either resupply the services or cover the cost of resupplying them.
· Installation – 3 months warranty
o Covers the fitting and installation of all Entry Door supplied items only.
o Any defects in these areas are typically apparent immediately upon installation.
o Service Call Fee - A fee of $110 applies for work required outside the warranty terms.
o An additional hourly charge rate may occur for any additional services.
This warranty covers defects arising from faulty materials or workmanship in the product. It does not cover:
· Accidental or malicious damage - including improper use or handling.
· Weather-related damage - deterioration or damage to the finish caused by exposure to harsh or adverse environmental conditions. This includes coastal locations, areas with extreme temperature fluctuations, and other challenging climates.
· Normal wear and tear - gradual deterioration of the internal locking mechanism or external finish due to regular use over time.
· Warping – see below for more on warping.
· Staining or painting within 24 hours – see below for more on staining and painting.
Warranty – Your Obligations
To ensure your warranty remains valid, please adhere to the following requirements:
Inspection Upon Delivery
Upon delivery, inspect all items for visible defects. Notify Entry Doors of any broken glass within 24 hours of delivery.
Report any other defects apparent on delivery within 24 hours of dispatch and before the items are installed or painted with a first coat of finish.
Return of Items
If you believe an item is defective, retain it for inspection by Entry Doors. Return the item promptly to Entry Doors along with proof of purchase.
Sealing of Timber and Composite Products
If you have chosen raw Timber or Composite doors, jambs, architraves, quads, sills, or other timber-related products, you must seal all components on all surfaces—top, bottom, sides, front, back, edges, and corners—with at least two coats of sealing paint or varnish within 24 hours of installation or pickup.
Note: Stains, primers, or undercoats are not considered sealing coats and will not suffice.
Paint and Stain Requirements
Use only light reflective colours with an LRV (Light Reflectance Value) of 60% or higher. Consult your paint or stain manufacturer for LRV details.
Dark colours that absorb excessive heat may cause warping or cracking and will void your warranty.
Warping
Warp refers to the cupping or twisting of a door and describes distortion within the door itself, not its fit within the frame or jamb. Warp will be considered a defect only if it exceeds the tolerances specified and is verified by:
· Using a straight edge on the concave side to measure cupping, or
· Placing the door face against a true flat surface to assess twisting.
Warranty Exclusions for Warp
The warranty against warp does not cover:
· Doors with face veneers made from different wood species, as this can cause uneven moisture levels and warping.
· Doors that are improperly hung or do not swing freely.
· External doors painted in dark colours that absorb heat and cause moisture imbalance.
Important Note:
Warping is often caused by improper storage or exposure to extreme moisture conditions after delivery rather than a manufacturing defect. The manufacturer is not responsible for warp if the timber's moisture content falls below 12% or exceeds 18%.
Regular Maintenance
Perform routine maintenance, especially on exterior doors exposed to the elements.
Refinish your doors as per paint or stain manufactures recommendations to protect against deterioration and prolong their lifespan.
Repairs and Modifications
Do not repair, alter, or replace any items without prior written consent from Entry Doors. Unauthorised modifications will void your warranty and release Entry Doors from liability for reimbursement.
By following these guidelines, you can ensure your Entry Doors products perform optimally and retain their warranty coverage.
Overhead Coverage Terms and Conditions
Protecting Your Door from Weather
To ensure optimal performance and longevity of your external door, adequate overhead protection is essential. Without it, your door may be vulnerable to issues such as:
· Rapid deterioration of the finish
· Colour fading
· Wood splitting, warping, or panel shrinkage
· Separation of wood joints
· Water penetration between panels, the frame, and glass
Overhead Protection Requirements
The table below outlines the recommended dimensions for overhead protection based on your home's climate zone and the direction the door faces.
· Determine Your Climate Zone - identify the climate conditions where your home is located.
· Assess Door Orientation - note the direction your door faces (e.g., north, south, east, or west).
· Apply the Formula:
o Depth (A) - the minimum depth of the awning or overhang, calculated based on the height (B) from the base of the door to the underside of the awning.
o Width - the awning should be at least as wide as the door frame.
By following these guidelines, you can effectively reduce the impact of weather exposure and maintain the structural integrity and appearance of your door.
Cleaning Your Door
To maintain the appearance and longevity of your door, it is important to follow these care guidelines:
· Avoid Excess Moisture - do not allow your door to get excessively wet, even after it has been finished or sealed.
· Gentle Cleaning - use a damp cloth to gently wipe down your door.
· Avoid Harsh Chemicals - do not use abrasive cleaners, harsh chemicals, or detergents.
· No Hosing - never hose down your door or allow it to be soaked with water.
Regular Inspections
We recommend performing regular inspections of your door to catch any potential issues early:
· Check for Paint or Stain Breakdown - look for signs of paint or stain degradation, especially around glass openings and joints.
· Re-Finishing - if the paint or finish begins to break down, it is important to re-finish the door promptly to protect it.
· Stained Doors - all stained doors should be re-finished at least every 12 months. Failure to do so may result in the voiding of the warranty.
Product(s) Damaged in Transit or at Pickup
Collection at Entry Doors’ Premises
When collecting goods from Entry Doors, customers are required to thoroughly inspect all products at the time of pickup. This includes examining all sides, tops, bottoms, designs, and features of the items. Any defects, damage, or missing components must be reported before leaving the premises.
Once the goods leave Entry Doors premises, the customer assumes full responsibility for them, and Entry Doors will not be held liable for any damage or missing items thereafter. Customers should handle timber products with extra care as they are susceptible to damage during loading, transportation, and offloading.
If Entry Doors personnel assist with loading, Entry Doors will not be liable for any damage to the customer’s property, including goods, vehicles, or trailers. It is the customer's responsibility to ensure they have appropriate vehicles, materials, straps, manpower, and knowledge to safely load, secure, and transport the products. Assistance provided by Entry Doors staff is purely voluntary and not obligatory.
Customers are also liable for any damage caused to Entry Doors’ property, including goods, premises, or vehicles, during loading or transportation.
Delivery of Damaged Products
If products are delivered in a damaged condition, customers must contact us at sales@entrydoorsbrisbane.com.au within 24 hours of delivery. A complete inspection of the products, including all sides, tops, bottoms, and other features, should be conducted to identify any defects, damage, or missing components.
Entry Doors will arrange for the return of damaged items to our store and will offer either a replacement or a refund. To ensure a smooth process, damaged products must be returned in their original condition, including all packaging, accessories, and manuals.
Storage and Installation Best Practices
· Storage Guidelines
o Store doors flat in a cool, dry, covered area away from moisture, wet environments, and freshly plastered walls.
o Always keep doors off the ground to avoid water damage.
o Position doors horizontally on pallets or gluts, always make sure its level to prevent warping or damage.
o Use a sturdy scaffold rack with open airflow to protect doors and make handling easier, while preventing items from falling on them or improper use as a platform.
· Installation Guidelines
o Install entrance doors in weather-protected openings to minimise exposure to the elements.
o Doors fully exposed to harsh weather conditions are not covered under warranty.
Important Notes
Lack of sufficient overhead protection will void the warranty. Entry Doors is not liable for damage to products stored or installed without adequate protection. For more details, refer to the overhead protection specifications above. Proper care and installation will ensure your door remains functional and beautiful for years to come.
Limitation of Liability
Limitation of Liability
This Limitation of Liability applies to all products and services provided by Entry Doors in Australia. By purchasing, installing, or using our products, you agree to the terms outlined below:
Product Warranties
Entry Doors provides warranties as required under Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. Any warranties provided by Entry Doors are limited to the repair, replacement, or refund of the defective product, at our discretion.
Exclusions
Entry Doors is not liable for - damage caused by improper handling, storage, installation, or use of the product. Wear and tear, environmental factors, or maintenance-related issues. Modifications, repairs, or alterations made by unauthorised parties. Costs incurred from delays, inconvenience, or other incidental or consequential damages.
Installation and Storage
Entry Doors is not responsible for damages arising from improper installation or storage practices, including failure to provide adequate protection from weather or environmental factors. For proper installation and storage, please refer to our guidelines, as failure to comply may void any applicable warranty.
Limitations on Liability
To the fullest extent permitted by law, Entry Doors total liability is limited to the value of the goods or services provided. Entry Doors is not liable for indirect, special, or consequential losses, including but not limited to loss of business, revenue, or anticipated savings.
Third-Party Installations
Entry Doors is not liable for any damages or defects arising from installation by third-party contractors or other unauthorised personnel.
Force Majeure
Entry Doors shall not be held responsible for delays or damages resulting from events beyond our reasonable control, including but not limited to acts of nature, strikes, or supply chain disruptions.
If you are not satisfied with the handling of a warranty claim, you can escalate the matter by contacting us. If the matter is still unresolved, you may seek advice from the Queensland Office of Fair Trading or the ACCC.
Payment
Payment Schedule
Payments are due on the dates provided by Entry Doors at time. The final payment must be made at the time of pick up, upon delivery or completion of installation. Failure to make payments on time may result in a late fee and additional charges will apply if the final payment is not received by the completion timeframe.
Late Payments
A daily late fee of 2% will be applied to any overdue final payments. If the final payment is not made on or by the end of the completion day.
Ownership of Products
Ownership of all supplied products, including doors, remains with Entry Doors until full payment has been received. The customer retains no ownership of the items until the final payment is made in full.
Payment Methods
Payments must be made in full, without any deductions, offsets, or disputes, whether legal or equitable. Accepted payment methods include direct debit or cash.
Invoices and Receipts
All quotes, invoices and receipts will be issued by Entry Doors, ensuring you receive up-to-date payment records.
Acceptance of Terms
By accepting the written quote provided by Entry Doors and making your deposit payment, you confirm acceptance of these terms.
Cancellation of Order
Cancellations must be made in writing and approved before production begins. If cancellation occurs prior to production, an administration fee will apply, which will be 25% of the order value or 10% (minimum $50), depending on the terms agreed upon. No cancellations or refunds are allowed once production has commenced, and special or custom orders are non-refundable.
Change of Mind Policy
Please choose carefully, as refunds are not typically provided for change of mind, incorrect selection, or finding the product(s) at a lower price elsewhere.
We strongly recommend reviewing your order thoroughly before adding items to your cart and completing your purchase.
Returns and Refunds
Returns are accepted only for defective products within the warranty period. Custom-made or specially processed products cannot be returned, and any claims for refunds or credits must be made within 2 days of receiving the goods. Refunds are processed within 21 days.
Custom & Made-to-Order Items
Custom products (including pre-hung door units, modified doors, or doors cut/altered to your specifications) are made to your confirmed measurements and order details. These items are non-refundable and cannot be returned.
Conclusion
This warranty applies exclusively to the specific purchase for which it was issued and cannot be applied to previous or future purchases. The warranty is governed by the laws of Queensland, Australia.
By purchasing our products or services, you confirm that you have read, understood, and agreed to the terms and conditions outlined in this warranty.