Warranty and Service

Customer Service Details

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 poor installation, please contact Stefano Orlati Pty Ltd for assistance:

• Phone: Contact your local Stefano Orlati Branch. Find your nearest branch here
• Download a product claims form here: Product Claim Form.pdf and Fax or Email it to #EM#73756765656b692a677b666a78644e7b7965676064796364367a7576#EM#. Find your nearest branch facsimile information here

 

Warranty Claims

To make a warranty claim or share a product concern, the following documentation must be emailed to #EM#73756765656b692a677b666a78644e7b7965676064796364367a7576#EM#. Alternatively, please complete the form on the right hand side of this page.

• Name / Model / Order Code of product
• Photographs of the issue (if available)
• Proof of installation (by a licensed plumber or cabinet maker)
• 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 sink 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.  

 

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 sink (as above)
• Review details of consumer that has submitted the claim (as above)
2. Stefano Orlati will validate that the claim is within 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