Warranty Information

Read on to learn more about the specific coverage provided for each of our products:

Balustrades and Pool Fences: 10 years on balustrade system and 3 years on pool gate
Partitions: 5 years on hardware
Splashbacks: 5 years
Shower Glass: 1 year on handle, 6 months on rubber seal
Power Coating: 10 years on manufacturing defects leading to abnormal deterioration (installation must be at least 100 meters away from salt water)
Other moving parts subject to wear during normal use are guaranteed for one (1) year.

*Normal colour fade/loss of gloss not considered a defect
**Glass spontaneous breakage not covered by the warranty

Royal Glass warrants that material quality and workmanship of the products supplied meet Royal Glass quality standards and for the period of the warranty, we will replace or repair defective components. A condition of this warranty is that the products are used and maintained in accordance with the requirements defined in the Care and Maintenance Guide. The glass warranty is extended from our glass supplier and the same warranties, limitations, and exclusions provided by that supplier are passed through to the owner.

Repair or replace the product or component or refund the price paid for the defective Royal Glass product or component. Removal, installation, finishing and disposal costs and services are not included. Replacement parts may differ from the original parts, however, Royal Glass will endeavour to supply original replacement parts. Replacements and/or repairs provided by Royal Glass are warranted for the remainder of the original product warranty period. Should the Product prove to be irreparable, we reserve the right to substitute an equivalent product if available or to retract the Warranty if no replacement is available. 

Warranty Claims

All warranty claims must be made within seven (7) days of the appearance of the defect. To make a warranty claim, email Royal Glass at support@royalglass.co.nz and include the following information: your name, address, mobile number, the date you purchased the product, description of the product, invoice number, description of the problem/defect, actions you have taken, and images of the product. Once we have received your email, we will respond to your claim promptly. In order to make a warranty claim, you must:

1. Be able to show that the damage or defect has arisen solely from faulty materials or manufacture;

2. Be able to show that the product has not been misused, mistreated, damaged or neglected by physical means including but not limited to, faulty installation, overloading or movement caused by natural movement of other structures, fair wear and tear, natural colour variations or fading, pests, accidents or acts of God, after purchase;

3. Be able to show that the Product has not been used, including altered, modified or repaired, in a manner inconsistent with the Prescribed Purpose, New Zealand Standards and building practice or a use for which the Product has not been designed.

4. Be able to show that the Product has not at any time been:

a. Exposed to extreme heat and/or humidity, salt spray, corrosive chemicals, excessive vibrations or movements, or other location-related factor;

b. Re-installed at a location other than the original installation site; or

c. Inadequately supported by any structure to which it is installed.

5. Be able to show that you are the original purchaser by production of the original receipt of purchase clearly showing the Date of Purchase.

Exclusions

Damage, defects, or other problems resulting from causes outside Royal Glass’ direct control are excluded from the cover under this Limited Warranty. Such exclusions include, but are not limited to:

  1. Damage caused by installation not in accordance with Royal Glass’ installation instructions and good building practice.
  2. Failure to follow the Royal Glass Care and Maintenance Guide.
  3. Damage is specifically excluded, including (but not limited to) abrasion, gouging, impacts, drilling of holes, penetration by nails, grinding sparks, acid wash, scratching of glass with blades, and the use of inappropriate cleaners and chemicals.
  4. Change in appearance of any surface due to dirt.
  5. Damage caused during transport, delivery, or handling.
  6. Normal wear and tear.
  7. Acts of God.
  8. Shifting or settling of the structure in which the product is installed.
  9. Extreme weather events.
  10. Extreme or unusual atmospheric conditions.
  11. Misuse, abuse, modification, alteration, accident, or negligence.
  12. Normal colour fade of paint finishes due to UV and atmospheric conditions.