Warranty & Consumer Guarantees

OSHONIC stands behind the products it supplies. This policy sets out the OSHONIC Manufacturer’s Warranty, including the applicable warranty periods, what is covered, what is not covered and the process for making a warranty claim.

The OSHONIC Manufacturer’s Warranty provides additional benefits and operates alongside your rights and remedies under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

1. Warranty Provider

The OSHONIC Manufacturer’s Warranty is provided by:

A2N2 Pty Ltd trading as OSHONIC
ABN 32 272 430 061
Khosh Business Centre
Unit 3/543 Cooper Street
Epping VIC 3076
Australia

Phone: 0480 627 001
Email: hello@oshonic.com.au
Online: Contact OSHONIC

2. Products Covered

This Manufacturer’s Warranty applies to new OSHONIC products purchased in Australia directly from OSHONIC or from an authorised OSHONIC retailer or reseller, subject to the applicable warranty period and conditions set out below.

Reasonable proof of purchase is required for a Manufacturer’s Warranty claim. This may include an OSHONIC invoice, receipt or order confirmation, or an invoice or receipt issued by an authorised OSHONIC retailer or reseller.

Rights arising independently under the Australian Consumer Law are not dependent upon the existence of this Manufacturer’s Warranty.

3. Original Purchaser & Transferability

The OSHONIC Manufacturer’s Warranty is provided to the original end purchaser of the product only and is non-transferable.

The Manufacturer’s Warranty does not automatically transfer to a subsequent owner if the product is sold, given away, transferred or if ownership of a property in which the product is installed subsequently changes.

Where a product is purchased from an authorised OSHONIC retailer or reseller, the original retail invoice or other satisfactory purchase documentation may be used to establish the original end purchaser and purchase date.

This non-transferability condition applies only to the additional OSHONIC Manufacturer’s Warranty. It does not exclude, restrict or modify any rights or remedies that another person may independently have under the Australian Consumer Law or other applicable law.

4. Warranty Periods

Product	Warranty Period	OSHONIC Manufacturer’s Warranty
Aura Series – Ceramic Body	5 years	Covered manufacturing defects in the ceramic body
Aura Series – Functional Parts & Components	2 years	Parts only
Essence Smart Bidet	1 year	Parts only
Oasis Smart Bidet	1 year	Parts only
OH²	2 years	Parts only
OH⁴	2 years	Parts only
Earth Series Standard Toilets	As expressly stated at the time of purchase	Applicable product-specific Manufacturer’s Warranty

5. When the Warranty Period Begins

The applicable Manufacturer’s Warranty period begins on the date the product is delivered to or collected by the original purchaser, as recorded by OSHONIC or the authorised retailer.

Where the delivery or collection date cannot reasonably be established, the original invoice or receipt date will be used.

To make a claim under the Manufacturer’s Warranty, the relevant defect must first become apparent during the applicable warranty period.

Customers should notify OSHONIC of a suspected warranty issue as soon as reasonably practicable after becoming aware of it.

Expiry of the stated Manufacturer’s Warranty period does not necessarily mean that rights under the Australian Consumer Law have expired. Consumer guarantees operate separately from this Manufacturer’s Warranty.

6. What the Manufacturer’s Warranty Covers

Subject to this policy, the OSHONIC Manufacturer’s Warranty covers genuine manufacturing defects in materials or workmanship that become apparent during the applicable warranty period under normal intended use.

Coverage applies only where the reported problem is attributable to the product or relevant component itself and is not caused or contributed to by an excluded circumstance described in this policy.

7. Aura Series – 5-Year Ceramic Warranty

The ceramic body of Aura Series smart toilets is covered for 5 years against covered manufacturing defects in the ceramic itself.

The ceramic warranty does not cover cracking, chipping, breakage, scratching or other physical damage caused after manufacture by circumstances such as:

• impact or dropping;
• transport or handling damage;
• incorrect installation;
• overtightening or excessive force;
• incorrect mounting or support;
• movement of the toilet after installation;
• modification or alteration;
• accidental damage;
• use of unsuitable tools or installation methods; or
• another external cause unrelated to a manufacturing defect.

Whether ceramic damage is a manufacturing defect or arose from an external cause will be assessed having regard to the circumstances and available evidence.

8. Parts-Only Manufacturer’s Warranty

The following OSHONIC warranties are parts-only Manufacturer’s Warranties:

• Aura Series functional parts and components – 2 years;
• Essence Smart Bidet – 1 year;
• Oasis Smart Bidet – 1 year;
• OH² – 2 years; and
• OH⁴ – 2 years.

Where OSHONIC confirms that a covered functional component has failed because of a manufacturing defect during the applicable warranty period, OSHONIC will ordinarily supply the required replacement component, or an appropriate compatible replacement component, without charge for the part itself.

A fault affecting an individual replaceable component does not automatically entitle the customer to replacement of the complete product under the Manufacturer’s Warranty.

OSHONIC may determine the appropriate replacement component after reasonably assessing and diagnosing the reported issue.

If an original component has been superseded or is no longer available, OSHONIC may supply a compatible or functionally equivalent replacement component.

Nothing in this section limits any different remedy to which a customer is entitled under the Australian Consumer Law.

9. Replacement Part Delivery & Return of Faulty Parts

For an approved parts warranty claim, OSHONIC will ordinarily bear the cost of the approved replacement component and standard freight to a reasonable Australian delivery address.

Express freight, special delivery arrangements or another service specifically requested by the customer may incur an additional charge unless otherwise agreed or required by law.

OSHONIC may require the failed or suspected faulty component to be returned for inspection, testing, supplier assessment or quality-control purposes.

Where OSHONIC requires return of a component as part of an approved Manufacturer’s Warranty claim, OSHONIC will provide reasonable return instructions and will ordinarily bear the reasonable standard return-freight cost.

Customers should not dispose of a suspected faulty component until OSHONIC confirms that it is no longer required.

10. Labour, Installation & On-Site Service

Unless expressly agreed otherwise in writing, labour, removal, installation and on-site service are not included in the OSHONIC Manufacturer’s Warranty.

Subject to the Australian Consumer Law, the Manufacturer’s Warranty does not include the cost of:

• plumber call-out or labour charges;
• electrician call-out or labour charges;
• technician or service attendance;
• independently arranged diagnosis;
• removing the product;
• removing the failed component;
• installing or fitting a replacement component;
• reinstalling the product;
• travel or attendance charges;
• accessing concealed plumbing or electrical services;
• removal or reinstatement of tiles, walls, floors or cabinetry;
• carpentry, building, tiling or other trade work; or
• other third-party labour or access costs.

The Manufacturer’s Warranty does not include an automatic entitlement to an OSHONIC technician attending the installation location.

Where replacement of a component requires plumbing or electrical work, that work must be carried out by an appropriately licensed tradesperson where required by law.

Nothing in this section excludes any reasonable expense, compensation or other remedy that OSHONIC is legally required to provide under the Australian Consumer Law.

11. Remote Controls

Remote controls supplied with OSHONIC products are functional accessories and should be handled with appropriate care.

A genuine functional manufacturing defect affecting an original remote control may be assessed under the applicable parts warranty period.

The Manufacturer’s Warranty does not cover a remote control requiring replacement because of:

• loss or misplacement;
• scratches, scuffs or cosmetic marks;
• cracked or damaged housing;
• dropping or impact;
• water or liquid exposure;
• incorrect handling or misuse;
• excessive force;
• battery leakage;
• ordinary cosmetic deterioration; or
• another external cause unrelated to a manufacturing defect.

Compatible replacement remote controls may be purchased separately from OSHONIC, subject to availability, model compatibility and the applicable price at the time of purchase.

12. Cosmetic Appearance

The Manufacturer’s Warranty does not cover cosmetic deterioration or physical appearance issues arising after supply that are not caused by a covered manufacturing defect.

Examples include scratches, scuffs, marks, staining, surface wear, fading, discolouration, cosmetic damage to controls or remotes, and damage caused by cleaning, handling, impact or environmental conditions.

Minor variations in ceramic colour, glaze, tone or finish that fall within normal manufacturing tolerances and do not affect normal function are not treated as defects under the Manufacturer’s Warranty.

This section does not exclude a customer's rights where an appearance or finish issue existed when supplied and constitutes a failure to comply with an applicable consumer guarantee.

13. Consumables & Routine Maintenance Items

Consumable products and items intended to be replenished or periodically replaced through ordinary use are not covered merely because they require normal replacement.

Depending on the product, consumables may include:

• batteries;
• filter cartridges and filtration media;
• Foam Shield solution or tablets;
• aromatherapy or fragrance media;
• cleaning products; and
• other items identified as consumable for the relevant product.

Routine cleaning, servicing, filter replacement, descaling and maintenance are the customer's responsibility unless expressly stated otherwise.

14. Installation Requirements

Correct installation is essential to the safe and reliable operation of OSHONIC products.

Products must be installed in accordance with:

• the applicable OSHONIC installation manual;
• model-specific technical requirements;
• applicable WaterMark and plumbing requirements;
• the National Construction Code where applicable;
• applicable Australian plumbing and electrical requirements; and
• other legal requirements applying to the installation.

Plumbing work must be performed by an appropriately licensed plumber where required by law. Electrical work must be performed by an appropriately licensed electrician where required by law.

OSHONIC may request reasonable evidence of installation where the manner of installation is relevant to the reported issue.

The absence of installation documentation does not automatically invalidate an unrelated claim. However, the Manufacturer’s Warranty does not cover a fault or damage to the extent that incorrect, incomplete or non-compliant installation caused or contributed to the problem.

15. Water, Plumbing & Electrical Conditions

OSHONIC products must be operated within the published requirements for the particular model.

The Manufacturer’s Warranty does not cover a problem to the extent that it is caused or contributed to by:

• water pressure or flow outside the specified operating range;
• incorrect plumbing or drainage;
• blocked or restricted pipework;
• sediment, scale, mineral build-up, rust or foreign matter;
• unsuitable, contaminated or poor-quality water supply;
• use of rainwater or another alternative water source contrary to the requirements for the particular model;
• incorrect voltage or electrical connection;
• power surge, voltage fluctuation or external electrical fault;
• lightning or another external electrical event;
• water ingress caused by installation, misuse or another external cause; or
• another external water, plumbing or electrical condition.

16. General Exclusions

To the extent permitted by law, the OSHONIC Manufacturer’s Warranty does not cover a fault, damage, deterioration or loss to the extent that it is caused or contributed to by:

• incorrect, incomplete or non-compliant installation;
• installation contrary to the supplied instructions;
• work performed by an unlicensed person where a licence is legally required;
• incorrect plumbing, drainage, backflow protection or electrical connection;
• external water, plumbing or electrical conditions;
• misuse, abuse, neglect or abnormal use;
• accidental damage;
• impact, dropping or mishandling;
• incorrect transportation or storage;
• failure to follow operating, cleaning or maintenance instructions;
• failure to carry out reasonable routine maintenance;
• scale, sediment or mineral accumulation;
• harsh, abrasive, corrosive or unsuitable cleaning products or chemicals;
• water or liquid exposure to components not designed for such exposure;
• modification, alteration, dismantling or unauthorised repair where that action caused or contributed to the reported problem;
• pest, insect or animal damage;
• normal wear and tear;
• consumables requiring ordinary replacement;
• cosmetic damage unrelated to a manufacturing defect;
• use outside the product's intended or published operating requirements;
• removal, alteration or destruction of product identification information where this prevents OSHONIC from reasonably verifying the product or claim;
• damage occurring after customer collection;
• damage occurring while the product is in the custody of a freight provider independently selected by the customer; or
• another external cause unrelated to a manufacturing defect.

An exclusion applies only to the extent that the excluded circumstance caused or contributed to the reported problem.

Nothing in this section excludes any consumer guarantee, right or remedy that cannot lawfully be excluded.

17. Residential, Commercial & Project Use

Unless different terms are expressly stated in an accepted quotation, invoice or written agreement, the warranty periods on this page apply to normal residential use.

OSHONIC may specify different Manufacturer’s Warranty terms before purchase for commercial, hospitality, public, development, project or other high-frequency-use applications.

Where no different terms were disclosed or agreed at the time of supply, this policy applies.

Nothing in this section removes rights that apply under the Australian Consumer Law.

18. Unauthorised Repairs & Third-Party Costs

Unless immediate action is reasonably necessary to prevent injury, significant property damage or another urgent safety risk, customers should contact OSHONIC before arranging repairs, product removal, replacement components, disposal or other remedial work for which reimbursement may later be sought from OSHONIC.

OSHONIC does not automatically accept responsibility for plumber, electrician, technician, diagnosis, repair, removal, installation or other third-party costs independently incurred without first providing OSHONIC a reasonable opportunity to assess the reported issue and determine an appropriate remedy.

Customers should not independently purchase replacement components and expect reimbursement unless OSHONIC has approved the purchase in writing beforehand or reimbursement is otherwise required by law.

Nothing in this section limits any right to recover reasonable expenses where applicable law provides that right.

19. How to Make a Warranty Claim

To make a Manufacturer’s Warranty claim, contact OSHONIC as soon as reasonably practicable after becoming aware of the issue.

Claims may be submitted by email to hello@oshonic.com.au or through our Contact Us page.

When emailing, please use the subject: Warranty Claim – [Order or Invoice Number].

Please provide as much of the following information as reasonably available:

• full name;
• email address and telephone number;
• order, invoice or receipt number;
• proof of purchase;
• product model;
• approximate installation date;
• date the issue was first noticed;
• a clear description of the reported problem;
• clear photographs where relevant;
• a short video demonstrating a functional or intermittent problem where relevant;
• installation details where reasonably relevant to the issue; and
• other reasonable diagnostic information requested by OSHONIC.

There is no fee payable to OSHONIC merely for submitting a warranty claim.

20. Assessment & Troubleshooting

A reported problem does not automatically establish that the product has a manufacturing defect.

OSHONIC is entitled to reasonably assess and diagnose the reported issue before approving a Manufacturer’s Warranty remedy.

This assessment may include:

• reviewing photographs and video;
• requesting additional information;
• asking the customer to complete reasonable troubleshooting steps;
• reviewing installation information;
• checking relevant water, plumbing or electrical conditions;
• consulting OSHONIC's technical team or product manufacturer;
• identifying the component responsible for the issue;
• requesting return of a component; or
• arranging inspection where remote diagnosis is not reasonably sufficient.

Customers must provide reasonable cooperation with the assessment process.

If the information supplied is insufficient to identify the likely cause, OSHONIC may request further reasonable information before approving a Manufacturer’s Warranty remedy.

21. Inspection Where No Covered Fault Is Found

Where OSHONIC proposes an inspection, technician attendance, freight collection or another service that may become chargeable if no covered manufacturing fault is found, OSHONIC will advise the customer of the proposed charge or a reasonable estimate beforehand where applicable.

Where no product fault is found, or where the issue is determined to result solely from an excluded external cause, reasonable inspection, freight, service or attendance costs may be payable by the customer where permitted by law and where the customer has been informed beforehand.

22. Expenses Associated With a Warranty Claim

Customers are responsible for ordinary expenses they independently incur in preparing and submitting a Manufacturer’s Warranty claim.

OSHONIC does not automatically reimburse independently arranged plumbers, electricians, technicians, diagnostic services, freight, removal or installation unless those expenses were approved by OSHONIC beforehand or reimbursement is required under applicable law.

For an approved parts warranty claim, OSHONIC will ordinarily bear:

• the cost of the approved replacement component;
• ordinary standard freight for the replacement component within Australia; and
• reasonable standard return freight where OSHONIC specifically requires the failed component to be returned.

Labour, installation, removal, reinstallation and third-party attendance costs are not included in the Manufacturer’s Warranty unless expressly agreed otherwise.

Where the Australian Consumer Law requires OSHONIC to bear, arrange or reimburse reasonable expenses, transport, repair, replacement, collection or another remedy, those statutory obligations continue to apply.

23. Replacement Components & Remaining Warranty

Supplying a replacement component under the Manufacturer’s Warranty does not automatically restart or extend the original Manufacturer’s Warranty period.

Unless OSHONIC expressly agrees otherwise, a replacement component supplied under the Manufacturer’s Warranty is covered for the remaining balance of the original applicable Manufacturer’s Warranty period.

This condition does not restrict any consumer guarantee or other right that applies independently under the Australian Consumer Law.

24. Freight Damage & Damage After Collection

Transport damage, collection damage and damage occurring after goods leave OSHONIC's custody are not manufacturing defects merely because the damage becomes apparent during the Manufacturer’s Warranty period.

Please refer to our Delivery & Collection Policy for information about transit damage, delivery inspection, customer-arranged freight, warehouse collection and physical damage after collection.

Please also refer to our Returns, Cancellations & Refunds Policy for information regarding faulty products, returns, cancellations and statutory remedies.

25. Safety-Related Issues

If an OSHONIC product appears to be leaking, overheating, electrically unsafe or likely to cause injury or property damage, stop using the affected product or function where it is safe to do so and contact OSHONIC promptly.

Do not dismantle electrical or plumbing components unless appropriately qualified and legally permitted to perform that work.

26. Australian Consumer Law

The benefits provided by the OSHONIC Manufacturer’s Warranty are in addition to other rights and remedies available under Australian law in relation to the goods.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

For a major failure, the Australian Consumer Law may provide rights to a replacement or refund and compensation for reasonably foreseeable loss or damage.

Where goods fail to be of acceptable quality and the failure is not major, Australian Consumer Law remedies may include repair or replacement.

Consumer guarantees operate independently of the OSHONIC Manufacturer’s Warranty and may continue beyond the stated Manufacturer’s Warranty period, depending on the circumstances.

Where any term of this Manufacturer’s Warranty is inconsistent with a guarantee, right or remedy that cannot lawfully be excluded, the Australian Consumer Law prevails.

27. Contact OSHONIC

For warranty claims or technical support:

A2N2 Pty Ltd trading as OSHONIC
ABN 32 272 430 061
Khosh Business Centre
Unit 3/543 Cooper Street
Epping VIC 3076
Australia

Phone: 0480 627 001
Email: hello@oshonic.com.au
Online: Contact OSHONIC

Related policies: Delivery & Collection  |  Returns, Cancellations & Refunds