Premier Shades gives a solid 2 year warranty on all products.
This warranty includes parts and labour to remove and refit the product if necessary.
It includes product from goods manufactured within our factory as well as goods manufactured outside our factory but sold by our company.
If there are any problems with your purchase please inform us as soon as possible.
We will make it a priority to fix any issues within 7 days (most of the time it is within 3 days).
If a product needs to be remade and we cannot do so within 7 days, we will give you an estimate time to fix the issue.
Whilst some things are out of our control, our priority is to get the issue fixed within the quickest time frame and the least amount of disruption to you.
We will endeavour to keep you informed at all times.
Premier Shades endeavours to source only good quality products and provide great service for our clients. Occasionally issues happen with products. These can be issues from wrong measuring, to faulty fabric and mechanisms, to manufacturing and installation. Unfortunately this is the nature of a custom made product and human error.
Our goal at Premier Shades is to fix the issue as soon as humanly possible and with the least amount of inconvenience to you.
Premier Shades does not accept verbal or physical abuse from clients to our staff or contractors during the warranty process and this will void the company warranty under these circumstances.
Premier Shades reserves the right to fix or replace any blinds or awnings under warranty before offering a refund.
The warranty is for the goods named on the invoice only.
Premier Shades will always post or email you a copy of the order you have deposited. Please be careful to check the order and inform the office immediately if you do not agree with what is written down. Premier Shades will supply what is on the order.
Many of our suppliers offer extended warranties on their products.
This warranty covers the product only, not Premier Shade's time for servicing or fitting.
If a manufacturer of fabric, materials or componentry has stated a longer warranty than Premier Shade's standard 2 years we will source the goods under their warranty for the client.
Please be very clear, Premier Shades' time must be charged to cover any labour costs, transportation costs and any manufacturing costs. This may include but is not limited to installation.
When a product is under extended warranty we ask that we send a service person out when we are in the area. This may take up to 7 days.
You must be clear at the time of reporting the warranty that your product is under extended warranty.
Once it is established it is a warranty claim, Premier Shades will be upfront with any costs before proceeding.
A deposit before starting work will be required. That is for example, if a fabric manufacturer has stated a 10 year warranty for their external awning fabric. Premier Shades will source the fabric under EXTENDED warranty for the client if it is past Premier Shades standard 2 years warranty. However, Premier Shades will need to charge the client for any removal of existing awning and then re-installation. They may also need to pass on the cost to get the product re-made using the new fabric.
Premier Shades will be clear of any costs before proceeding. Please direct all warranty claims via our office and we will organise things for you.
it is not necessary to be verbally abusive or threaten our office team. We are a long established local business. We want to work with you to get the issue resolved.
Extended Warranty on Lithium Battery charged Motors
Lithium Ion batteries degrade over time, as does everything. As this is a relatively new product to the marketplace (2016) we have outlined the expectations of the product and how it is covered.
The real question is how much and when. The lifecycle testing suggests that on Li-Ion batteries exhibit nominal annual degradation and that the degradation is consistent over time (i.e. there is no example so far where the batteries will unexpectedly/suddenly stop holding a charge). The batteries will degrade slowly over time the rate depends on load, environmental conditions, manufacturing and use. But they can hold a meaningful charge for the duration of their useful life (500 charges).
- Rollease Acmeda and Somfy Motors offer an extended warranty of 5 year warranty on Automate Li-Ion motors. (Altus 28 has a 3 year warranty) See our details above on extended warranty.
Lithium Ion battery technology is proven and reliable. The Directors of Premier Shades and many of the employees have the lithium battery motorised blinds in their own home. The error rate since 2016 is less than 1%.
- Occasionally, as with anything else, we will experience product failures with our Lithium Ion battery motors. As such, we offer and stand behind the extended 5 year warranty on all Li-Ion battery motors. Should the motor fail to perform, simply contact Premier Shades office to make a warranty claim.
If the goods were picked up from Premier Shades' premises and installed by the client, the client is required to return them to the showroom/factory of Premier Shades to have them serviced.
Out of Warranty Repairs
If the goods are out of warranty (after 2 years), a service call fee is applicable for a representative of Premier Shades to visit the premises.
This is a minimum of $85 for the first 30minutes. this fee is payable UPFRONT.
The goods will be serviced onsite if possible.
The service call fee is payable, regardless of the time it has taken to fix the issue or if the issue can be fixed at all.
The service call fee is to cover the representative's time away from quoting and installation and their travelling.
If the goods need to be removed to be fixed, we will endeavour to do so with the least amount of disruption to the client.
If there will be any other cost involved, we will inform the client and get their approval before we proceed. We will inform the client of time frames and expectations at the time.
Not Covered by Warranty
Fair wear and tear.
Misuse of the product.
Damage resulting from accident, children, pets, or tenants.
Excessive Storm damage.
Clients change of mind regarding the product. Your order will be sent to you in writing. Please check and confirm it is what you wanted.
Water damaged from leaving windows open. (Excluding some shutter products)
Clients expectations of a product that are not what the product is designed to do.
Clients wanting products performance beyond industry standards.
Leaving Awnings out in excess winds and storms.
Putting fabric awnings away wet. This creates mould.
Clients not looking after the product. This includes cleaning the product regularly and usuing the correct methods. If you are unsure how to clean the product please contact the office.
Most cleaning senarios have been outlined in our warranty and care booklet that is sent out to you at time of order confirmation.
In the information outlined in Guides to Standards and Tolerances available through Department of Fair Trading it mentions that slight variations in the colour and finish of materials do not always constitute a defect. Whilst we will make every effort to ensure you are completely happy with your product, sometimes lighting can affect the way a product appears. If an issue cannot be seen from a distance of 1.5m or greater in non-critical light we may deem it not defective. Please speak to management to discuss options and resolutions.
Premier Shades requires a 50% on all our custom made products. This can be received as cash (Australian dollars only), direct deposit into our nominated bank account, Visa, Mastercard, American Express (no surcharge applied), or cheque. (cheque only exceptable on deposit, not on final payment). We make a custom made product. It cannot be reused if you change your mind as it has been made to the exact measurements of your requirements. The majority of this custom made product will be made off site from your premises. That is, it will be made in our factory, or our suppliers factory.
Your quote has been provided to you in writing. Please check it carefully before you deposit. Any special arrangements, product performance claims or agreements should be made in writing. At times our customers have received more than one quote and may have had conflicting information from different company consultants. Any product performance claims or special arrangements we have made we will happily put in writing. If unsure, ask before you deposit.
CANCELLATION OF ORDERS
Our products are custom made and once the product has been ordered with a deposit and production costs have been incurred the order cannot be cancelled. Once you have deposited with our company we will confirm the order in writing via Australia Post. We will include our warranty terms and payment terms with the order. We will include care instructions and our procedure for installation. We will give you an estimated date of installation in writing with that paperwork.
At times unforeseen circumstances occur. Please contact the office immediately if you need to cancel for unforeseen circumstances. If we can cease production and not lose cost we will endeavor to do so. If we cannot stop production (for example the manufacturing process has started) then you will still be liable for the goods. We have at times refunded part deposits if you tell us in time.
CHANGE OF MIND
Premier Shades provide our goods to industry standard and install to industry standard. If you are unsure of how a product may look or be installed it is best if you visit our showroom at 18/482 Pacific Highway, Wyoming. We have many of the products we sell on display and operational. We cannot be held responsible if your expectations for the product are not the industry standard. Please be clear of your expectations before you deposit. Our quotes are in writing, we confirm your order in writing and we have our goods on display to show you how they will look.
The final payment is due on the day of installation. The installer will not always have credit card facilities on him.
We accept Visa, Mastercard, or American Express credit cards for final payments, as well as direct deposit, bank cheques, money order or cash.
If you are unable to pay the installer at the time of installation, please call the office to organise payment by creditcard over the phone on the day.If this is not suitable please call into the office during office hours to arrange payment prior to installation . If you are doing a direct deposit, we will require the direct deposit receipt be given to the installer or emailed to the office (email@example.com). The bank deposit details are on the sales order.
Goods remain the property of Premier Shades until paid in full. Non-payment will result in voiding all warranty. We do not accept holding payment if there is an issue and an item is under warranty, as we have solid warranty guarantees and honour our warranty and service agreements. We abide by all Department of Fair Trading laws regarding warranty and refund procedures. Please see below.
We do not accept personal cheques as final payment unless prior arrangement has been made.
We do not accept that you cannot pay until you visit your holiday property. We are a small business and cannot wait months for payment. We have incurred material and wage costs to finish and install your goods at the agreed time. We will happily take photos of the goods installed.
We are more than happy to quote over the phone or by email. Call us on 4324 8800 or Contact Us. Or you can come and see our Blinds, Shutters and Awnings showroom at Wyoming on the Central Coast.