Complaints and Warranty Claims

Stop use or installation where continued work may be unsafe or increase damage. Protect people and property, isolate affected material and take reasonable steps to mitigate further loss. For an urgent safety issue, contact emergency or building authorities as appropriate before contacting us.

Email Hello@teakandrope.com.au with the purchaser and order details, project address, product and batch, intended and actual use, delivery and installation dates, installer details, description and chronology, dated photographs, and relevant product, design, approval, storage, installation and maintenance records.

Provide what is reasonably available. Missing records do not automatically remove legal rights, but may affect whether cause can be established.

We will acknowledge the concern and may request more information, samples or site access. The assessment may consider manufacture, transport, storage, product selection, design, substrate, structure, moisture, drainage, ventilation, fixings, adhesives, installation, use and maintenance.

We may involve the manufacturer or an independent suitably qualified person. Do not dispose of affected material before assessment unless safety requires removal; document it fully and preserve representative samples where safe.

We will explain the available information, our assessment and the proposed outcome. Remedies depend on the circumstances, the written warranty and the Australian Consumer Law. A voluntary warranty does not replace statutory rights.

If the matter is not covered because the available evidence indicates a third-party or building cause, we will identify that basis rather than treating an installation departure as automatic forfeiture of every right.

If you disagree, provide the reasons and any new evidence for internal review. The parties may agree to independent expert assessment or mediation. This process does not prevent either party from contacting NSW Fair Trading, the ACCC where appropriate, obtaining legal advice or exercising a statutory right.