1. Show the full product
Record a short, steady video showing the complete product and the issue occurring. Include any sounds, error display or behaviour that helps explain the problem.
After-sales support
Product Issue Support
If something is not working as expected, send clear information so the issue can be reviewed properly. Where reasonably required, OSHONIC may share relevant technical details, photos or video with the manufacturer or an appropriate service partner to help assess the issue.
Purchased directly from OSHONIC?
Use the form below. Please have your proof of purchase and product details ready.
Purchased through someone else?
Contact the retailer, builder, renovator, plumber, designer, marketplace seller or other business/person shown on your proof of purchase first. They are your first point of contact and can liaise with OSHONIC. Use this form if they or OSHONIC direct you here.
Before you submit
Show us exactly what is happening.
Clear evidence helps avoid unnecessary back-and-forth and gives the technical team enough context to assess the issue.
2. Capture the problem clearly
Add close-up photos from more than one angle. Show the affected part, damage, leak point, error message or other visible symptom as clearly as possible.
3. Include model and installation context
Photograph the model/serial label if available. Where relevant, also show the surrounding plumbing, electrical connection and installation area without dismantling the product.
Safety first
Read the relevant manual and FAQ before submitting and only perform safe troubleshooting. Do not dismantle, modify or attempt an internal repair unless specifically directed. If there is an active leak, electrical concern or other immediate safety issue, stop using the product and isolate water or power if it is safe to do so, then contact an appropriately licensed trade where required.
Submit an issue
Send the details for review.
A valid proof of purchase is required. Fields marked * are required.
What happens next
A clear review process.
STEP 01We review the submission
OSHONIC checks the purchase details, description and evidence and may ask for more information if the issue is not clear.
STEP 02Technical assessment
Where needed, relevant technical evidence may be provided to the manufacturer or an appropriate service partner for assessment.
STEP 03Next steps are confirmed
The appropriate next step will depend on the assessment and may involve further troubleshooting, inspection, a part, service, replacement or another remedy as applicable.
Submitting a product issue report does not by itself confirm warranty coverage or a particular outcome. Further information or technical assessment may be required before next steps are determined. Nothing in this process excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.