Warranty & Service
Customer Service
For detailed information, view or download the Stefano Orlati General Terms and Conditions document.
If you have any product quality or function concerns, please contact your Installer to confirm that the installation has been completely correctly. If the installer is satisfied that the problem is NOT due to incorrect installation, please contact Stefano Orlati Ltd for assistance:
- Phone: Contact your local Stefano Orlati Branch. Find your nearest branch here
- Download a Stefano Orlati Product Claim Form and email it to Stefano Orlati. Find your nearest branch email information here
- Alternatively, fill out the Product Concern Form below and upload your documentation
Warranty Details
Individual product warranties can be found on our Product Resource page.
To make a warranty claim or share a product concern, the following documentation must be posted, emailed, uploaded, or faxed to Stefano Orlati Ltd., or given to your Technical Sales Representative (Contact information below). You can also complete the Product Concern above to submit your documentation.
- Name / Model / Order Code of product
- Photographs of the issue (if available)
- Proof of installation (by a licensed plumber, tradesperson or cabinetmaker)
- End User Details; name, address and best contact phone number
- Installer Contact Details; company name, contact name, address and phone number of the customer who purchased the product from Stefano Orlati
- Handover documentation for new homes, if applicable
If the product has not yet been installed, the product can be returned to the place of purchase.
If the cost of returning any defective parts is unreasonable, please contact Stefano Orlati on the telephone number listed below so that, if appropriate, we can arrange a collection.
Stefano Orlati Ltd. contact details for warranty claims are as follows:
Stefano Orlati Ltd.
Attention: Product Warranty Claim
337 Lincoln Road
Henderson, 0610
Phone:(+64) 09 837 0886
Email:#EM#6e687162686075477b7d6f6d6d6361227f637e72607c387477377461#EM#
Customer Warranty Review Process
Once Stefano Orlati has received your claim, the following process will be followed:
1. Stefano Orlati will validate that goods were purchased from Titus (Proof of Purchase):
- Review product details supplied (as above)
- Review details of Titus customer that purchased the product (as above)
- Review details of consumer that has submitted the claim (as above)
2. Stefano Orlati will validate that the claim is within the product warranty period.
3. Stefano Orlati will review images/photos of the issue and any other information on what may have caused the problem.
4. Stefano Orlati will review proof of installation by licensed plumber or cabinetmaker (as above).
5. Stefano Orlati may supply an additional care sheet clearly outlining how best to maintain the product in future.
6. Stefano Orlati will record all complaints on a database by Customer Name with a brief comment on the complaint / issue for future reference.
7. Finally, the customer will be notified with the resolution within 14 business days