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Warranty, Product Care and Make a Claim
Our After Sales Team are here to help

We are determined to create products of high quality, longevity and durability.

We take the utmost care and precision to ensure all factors are considered before taking a product to market. We believe our extensive warranty program is a testament to this.

Select your warranty based on your country and purchase date:

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Australia & New Zealand Post-March 2022

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Australia & New Zealand April 2019 - February 2022

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Australia & New Zealand Pre-April 2019

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Singapore Post-March 2022

Product maintenance and care:

  • Products should be cleaned with mild liquid detergent or soap and water.
  • Never use harsh detergents, solvents or acidic cleaners, citrus based cleaners, lime scale removers, household vinegar, and cleaning agents containing acetic acid on any products as these will scratch and damage the surface. Additionally, use of wax based furniture cream should be avoided as these can result in a build-up of deposits, which could detract from the appearance.
  • Any damage caused by the use of unsuitable cleaning products will not be covered by warranty.

 

For Australian and New Zealand Residents only

Only warranty claims made for products purchased in Australia or New Zealand can be made made via this specific form below. If you have purchased a Phoenix product in another country other than Australia or New Zealand, please refer to the instructions within the relevant warranty document above.


How to make a claim (AUS & NZ Residents ONLY):

If you have an issue or have noticed a defect with one of our products, we want to hear about it.  Please get in contact using the warranty claim form below.  Before you fill out these details, please ensure you have a copy of your original purchase receipt.  Please read the Warranty Claim Information carefully before lodging the form.


Expected time-frame (AUS & NZ Residents ONLY):

Once Phoenix receives your warranty claim form and purchase receipt, we will contact you within 2 business days.  From here, we will determine the manufacturing defect and relevant warranty guarantees.  If your product falls within the relevant warranty period and has been installed by a licensed plumber, your replacement parts or products will be sent to our service plumber who will then arrange a service with you at the allocated address.  If your product is not eligible for our labour warranty, but still falls within the replacement products or parts guarantee, the required items will be sent direct to you, for you to then arrange your own installation.


Warranty Claim Form (AUS & NZ Residents ONLY):

Only warranty claims made for products purchased in Australia or New Zealand can be made via this specific form below. If you have multiple products with an issue, please submit just one form for all of the products and log all relevant information in the ‘Detailed Description’ section below. If you have purchased a Phoenix product in another country other than Australia or New Zealand, please refer to the instructions within the relevant warranty document above.

  • Contact Details

  • Optional – additional email address will also receive a copy of your warranty submission receipt. This email address will not receive any communication following the initial warranty submission receipt.
  • Purchase Details

  • Date Format: DD slash MM slash YYYY
  • e.g. Merchant or Home Builder
  • Product Details

  • If you have multiple products with an issue, please submit just one form for all of the products and log all relevant information in the ‘Detailed Description of Issue’ section below.
  • Uploads

  • Drop files here or
    Note: Maximum 3 images and maximum 10MB per image. JPG/JPEG, PNG & MP4 Video file types accepted only.