ZEN DOORS & WINDOWS WARRANTY
Zen Building Group Pty Ltd trading as Zen Doors & Windows provides this warranty for physical goods purchased from Zen. This warranty applies to goods only and excludes installation unless installation is separately agreed in writing.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this warranty excludes, restricts or modifies any rights you may have under the Australian Consumer Law. This warranty is provided in addition to those rights.
WHAT DOES THIS WARRANTY COVER?
This warranty covers manufacturing defects in materials and workmanship during the warranty period, under normal use, correct installation, correct handling, correct storage and appropriate maintenance.
During the warranty period, Zen will repair or replace, at no charge, products or parts of products that prove defective because of improper manufacture, excluding fair wear and tear and excluding imperfections within the accepted tolerance for custom handmade products.
WARRANTY PERIOD
- Glass: 6 years from the date of delivery for manufacturing defects.
- Paint / coating: 10 years from the date of delivery for manufacturing defects.
- Structural & mechanical (frames, hardware, welds, components): 5 years from the date of delivery for manufacturing defects.
- A replacement product or part assumes the remaining warranty period of the original product.
- Products ordered prior to 1 June 2023 remain covered for 2 years from the date of delivery.
- Products ordered prior to 1 June 2026 remain covered for 5 years from the date of delivery.
GLASS WARRANTY
Glass is covered for manufacturing defects for 6 years from the date of delivery. This does not cover cracking, shattering, impact damage, thermal stress, site damage, building movement, notched glass smaller than 2 sqm, glass with multiple curves or complex angles, incorrect handling, incorrect storage, incorrect installation, or damage caused by other trades or persons after delivery.
Specialty glass, notched glass, curved glass, angled glass or complex custom glass may be subject to additional limitations.
PAINT / COATING WARRANTY
Paint and coating are covered for manufacturing defects for 10 years from the date of delivery. This does not cover damage caused by incorrect installation, drilling, cutting, scratching, improper cleaning, incorrect storage, non-standard profiles or configurations, installation within 1km of the coast or direct/pooling water contact without the Zen Marine Grade Paint upgrade, site conditions, or damage caused by other trades or persons after delivery.
Iron doors must be installed into an entrance with at least 1–1.5 metres of roof cover. Weather stripping and rubber drop seals are included, but the doors are not completely watertight. For installations within 1km of the coast, the Zen Marine Grade Paint upgrade is required to maintain warranty coverage.
PRODUCT TOLERANCES & HANDMADE CHARACTERISTICS
Iron and steel doors and windows are custom made and welded by hand. They are not laser cut and may show cosmetic imperfections in the steel, fabrication, welding, paint, glazing, alignment or surface texture. Each product is unique, handcrafted and one-off.
Steel and iron products may show minor bowing, flex or movement due to rigidity, length, weight, fabrication or transport. These characteristics are not defects unless outside reasonable manufacturing tolerance or a failure under the Australian Consumer Law.
Paint Finish Inspection
Where applicable, painted finishes should be assessed in accordance with accepted industry inspection principles, including AS 3715.
Inspection should be from a minimum distance of 1 metre under normal diffuse daylight or non-critical, shadow-free lighting. Glancing light or harsh directional lighting should not be used for inspection. Minor scuffs, inclusions, texture variation or colour variation only visible closer than 1 metre are generally not grounds for rejection. Larger architectural applications may require assessment from a greater normal viewing distance. The coating should present reasonably uniform colour and texture and be free from blisters, excessive roughness or scratches that penetrate to base metal.
WHAT IS NOT COVERED?
- Incorrect installation or installation not carried out in accordance with Zen installation guidelines.
- Damage caused during or after installation, including by builders, installers, other trades or persons.
- Damage caused by incorrect handling, unloading, storage or site conditions after delivery.
- Structural movement, opening movement, building movement or site-related conditions.
- Misuse, modification, drilling, cutting, scratching, poor maintenance or improper cleaning.
- Fair wear and tear.
- Damage not resulting from a defect in materials or workmanship.
- Paint finish damage, rust or deformation caused by continuous water exposure, direct prolonged sun exposure, salt exposure without appropriate maintenance, or exposure outside Zen’s guidelines.
- Defects or damage rectified by the customer or a third party without first notifying Zen in writing.
TRANSIT DAMAGE
Zen bears the risk of loss or damage during international and domestic transit until delivery to site. If goods arrive damaged, Zen will repair or replace the affected goods within a reasonable timeframe at no cost to the customer, provided the damage is reported promptly and photographed while the goods remain in original packaging.
Transit damage claims may be rejected where goods have been removed from packaging, stored incorrectly, handled by others or installed before Zen is notified. This does not limit any rights available under the Australian Consumer Law for manufacturing defects.
DELIVERY, STORAGE & INSPECTION
Products must be inspected carefully upon delivery and unpacking. Any visible damage must be photographed while the product remains in its original packaging/crate before installation.
Crates must remain covered and dry at all times. Prolonged storage in the original wooden crate with foam, plastic wrap or adhesive on glass surfaces is not recommended and may cause damage that is not covered by warranty.
EXCEPTIONS TO CONSUMER GUARANTEES
Consumer guarantees do not apply where you got what you asked for but changed your mind, found it cheaper elsewhere, decided you did not like the purchase or had no use for it; misused the product; knew of or were made aware of faults before purchase; requested a service or specification against Zen’s advice; supplied incorrect measurements; or caused damage through incorrect installation, handling, storage or use.
HOW TO MAKE A WARRANTY CLAIM
To obtain warranty service, you must first contact Zen to determine the problem and the most appropriate solution. If you attempt to rectify the issue yourself, or engage others to rectify it, without first notifying Zen in writing, this warranty may be void.
To make a warranty claim, call Zen on (03) 7068 7667 and email admin@zenbg.com.au with your order or invoice number, full name, address, detailed description of the issue and photographs or videos showing the issue.
Zen will review the information provided and, where a manufacturing defect is confirmed, will repair or replace the affected product or part within a reasonable manufacturing timeframe. Any issue outside reasonable manufacturing tolerance will be assessed by Zen acting reasonably and rectified under the applicable warranty and Australian Consumer Law.
LIMITATION OF LIABILITY
To the maximum extent permitted by law, and subject to any rights available under the Australian Consumer Law, Zen’s liability is limited to the repair, replacement or refund of the goods supplied under the relevant order. Zen is not liable for indirect, consequential or project-related loss, including delay costs, loss of profit, loss of opportunity, builder costs, trade delay costs, property settlement impacts or handover delays.
PRODUCT CARE
ONCE DELIVERED TO SITE
Once your order is delivered to a flat, safe location at the front of site, we recommend unpacking the doors and windows from their crates as soon as reasonably possible.
Extended storage in the wooden crate with foam, plastic wrap, packaging materials or adhesive on the glass is not recommended and may cause damage. Extended storage in packaging may void warranty coverage for affected items.
Crates must remain fully covered and kept dry at all times to maintain warranty eligibility.
Upon delivery and unpacking, all products must be carefully inspected while still in their original packaging/crate. Any visible defect or transit damage must be photographed before the product is unpacked further, handled, moved or installed.
Claims for visible damage or defects may not be accepted where the product has already been installed, removed from its original packaging, stored incorrectly or handled by other trades, except where required under the Australian Consumer Law.
CLEANING AFTER INSTALLATION
Once your doors and windows have been installed, they may have dust, construction residue, clear protective film or adhesive marks on the glass from transport, handling or installation.
After removing the protective film, adhesive residue or silicone marks on the glass can be cleaned using pure alcohol and a clean microfibre cloth.
For steel and iron paint finishes, we recommend using a gentle automotive detailing spray with a clean microfibre cloth, such as Bowden’s Own Clean Detail or similar.
Do not use abrasive cleaners, harsh chemicals, scourers, blades or rough cloths on the paint finish, glass or hardware.
IMPORTANT – TAPE, ADHESIVES & SURFACE PROTECTION
Do not place adhesive masking tape, protective tape, builder’s tape or any adhesive product directly onto the steel or iron paint finish.
Chemicals in adhesives may react with the paint, etch into the finish, leave permanent marks or make residue extremely difficult to remove. Warranty on paint finishes may be void if adhesive products are applied directly to painted surfaces.
Abrasive materials such as plywood, hard plastics or other rigid protection should not be placed directly against painted or glass surfaces. Friction, dust or debris between protective materials and the product may scratch the paint or glass.
If protection is required on an active building site, fix protective materials to surrounding walls, brickwork, cladding or temporary framing so they do not touch the door or window frames directly.
ONGOING MAINTENANCE
Zen doors and windows require minimal ongoing maintenance. We recommend:
- cleaning glass with a suitable glass cleaner and microfibre cloth;
- dusting and wiping frames with a damp microfibre cloth or gentle detailing spray;
- keeping tracks, sills, drainage points and moving parts free from dust, debris and building residue;
- removing cobwebs, dirt and surface contaminants regularly;
- inspecting exposed products periodically, especially in coastal, high-moisture or harsh environments.
Failure to clean, protect, store or maintain the products in accordance with these care instructions may affect warranty eligibility.
