Review the instructions first
Check the relevant manual, installation instructions and troubleshooting information. This often identifies setup, power, water or operating conditions that can be corrected quickly.
Product Issue Support
Product support
Product Issue / Support Request
If an OSHONIC product is not working as expected, use this page to provide the information needed for a clear technical assessment. Review the relevant product manual or installation instructions first, then prepare your proof of purchase and evidence of the issue.
Contact your seller where applicable
If you purchased through a retailer, plumber, builder, renovator or another third party, please normally contact that party first. If you purchased directly from OSHONIC, you can submit your request here.
Prepare proof and clear evidence
Proof of purchase may be required. Include a detailed description of the problem and prepare clear photos and, preferably, a short video showing exactly what is happening.
Evidence guide
Show the issue clearly.
Good evidence reduces unnecessary back-and-forth and helps technical assessment of both the product and the installation around it.
Overall product
Show the complete product and surrounding area.
Close-up
Show the exact area, damage, connection or behaviour of concern.
Model label
Where relevant, include a readable product or identification label.
Installation area
Show surrounding services, connections and clearances where relevant.
Short video
Preferably record the issue from start to finish so the behaviour can be assessed in context.
Submit your support request
Give us as much useful detail as you can. OSHONIC may need to share relevant information and evidence with the manufacturer, supplier or technical team where reasonably necessary for assessment.
Photo and video evidence: Paste a viewable link to your photos or video below. If you do not have a share link, submit your request and we will explain how to provide the evidence.
For a general product or pre-purchase question, use our contact form or email hello@oshonic.com.au.
What happens after you submit
We review the information provided and may share relevant evidence with the manufacturer or technical team where reasonably necessary to assess the issue.
- We may ask for additional photos, video, information or reasonable diagnostic testing.
- Some issues cannot be assessed reliably until the requested evidence is complete.
- The next step depends on the product, reported issue and assessment outcome.
Warranty and consumer rights
Any warranty assessment, repair, replacement, spare-part supply or other remedy remains subject to the applicable OSHONIC warranty terms and the Australian Consumer Law. Nothing on this page excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. See the Warranty & Consumer Guarantees page for further information.