Reporting Issues
To ensure timely assessment, customers must:
- Inspect all goods upon delivery or pick-up
- Report any transit damage, defects or incorrect items within 48 hours
- Not install the item if it appears damaged or incorrect
Claims lodged after installation or after the 48-hour inspection window will not be accepted.
Warranty Coverage:
Within the applicable warranty period, My Depot will repair or replace any product found to have defects in materials or workmanship under normal usage.Warranty applies only to the original purchaser and is non-transferable.If a product is repaired or replaced, the warranty continues for the remaining period of the original warranty.
Warranty Exclusions:
The warranty does not cover:
- Damage caused by improper installation, incorrect plumbing or electrical connection
- Damage occurring after installation
- Damage from water exposure, moisture, mould, or lack of sealing (especially for cabinets/vanities)
- Misuse, abuse, neglect or accidental damage
- Damage caused during secondary transit or handling by third parties
- Incorrect cleaning or use of harsh chemicals
- Modifications, alterations or non-authorised repairs
- Normal wear and tear, surface scratches or aesthetic imperfections occurring after installation
Installer Responsibilities
- All installations must be performed by licensed or suitably qualified professionals.
- Installers are responsible for adjusting doors, drawers or levels after installation as transportation and installation may cause minor misalignment.
Service Call-Out Fees
If an on-site visit is requested and the issue is not due to a manufacturing defect, call-out fees apply:
- $150.00 per hour
- Service time: 9am-3pm, business days
- Response time depends on technician availability
Examples where call-out fees apply:
- Incorrect installation
- Minor adjustments required after installation
- Issues unrelated to product defect
Warranty Claim Process
To lodge a warranty claim, email: [email protected]
- Proof of purchase
- Photos/videos showing the issue
- A detailed description of the problem
- Installer details (if applicable)
Our team will evaluate the claim and determine appropriate remedies as required under The Australian Consumer Law.