Testing & Repair Service Policy

This policy outlines how WCTNZ® handles testing, inspection, and repair services for returned products, including technician charges and self-repair options.
For product-specific warranty terms, please refer to our Composting Systems Warranty Page.
For return eligibility and restocking fees, see our Returns Policy.

1. Scope & Purpose

This Testing & Repair Service Policy outlines the terms under which WCTNZ® assesses, services, and supports the products we supply. It is intended to provide transparency around inspection processes, warranty coverage, labour costs, and parts replacement.
This policy operates alongside our general Terms & Conditions and applies to all WCTNZ® customers.

2. Definitions

Product: Any toilet, greywater, or plumbing-related product sold by WCTNZ®.
Warranty Period: As specified for each product or noted on the invoice, generally 12 months from original delivery.
Technician Inspection: Includes bench testing, functional checks, resistance or continuity tests, and visual inspection.
Labour: Time spent diagnosing, repairing, or reassembling any part of the unit.
Parts: Replacement components supplied by WCTNZ® or the manufacturer.

3. Inspection Charge (No Fault Found)

If a product is returned for assessment and no manufacturing fault is found, WCTNZ® reserves the right to charge an inspection and bench testing fee to recover technician time and overheads.

• Standard inspection fee: $95 + GST per hour, unless otherwise quoted.
• This fee applies whether the issue was intermittent, installation-related, or not reproducible in controlled testing conditions.

4. Warranty Coverage

4.1 Faults Within Warranty

Where a confirmed product fault is found within the stated Warranty Period:

• WCTNZ® will supply any required replacement parts at no charge.
  
  The customer may:
  
  
• Perform the repair themselves (with support documentation), or
• Return the product to WCTNZ® for workshop servicing (labour charges may apply).

Labour fees may be waived at WCTNZ’s® discretion for simple warranty repairs. Any freight costs remain the customer’s responsibility unless otherwise arranged.

4.2 Faults Outside Warranty or Customer-Induced

If the fault is determined to be due to:

• User error
• Incorrect installation
• Incompatible equipment use
• Damage in transport or storage
• Any issue outside the warranty period
  
  Then:
  
  
• Labour is charged at the standard rate (quoted case-by-case)
• Parts will be quoted at current rates
• Freight costs to/from WCTNZ® remain the customer’s responsibility

5. Self-Repair Option

In many cases, WCTNZ® encourages self-repair to reduce downtime and freight costs.

If a warranty issue is confirmed, and the customer is confident in performing a repair, WCTNZ® will:

• Supply the required part(s) free of charge
• Provide written or video instructions
• Offer phone support (during business hours)

6. Return Authorisation Required

All product returns must first be approved and assigned a Return Authorisation (RA) by WCTNZ®.

• Units must be clean and free from waste residue.
• Any unit returned in used, contaminated, or unsanitary condition may be rejected or incur a cleaning and handling surcharge.
• Returns must be securely packaged and freight prepaid.

7. Repairs & Timeframes

Turnaround times for testing and repair depend on workload, but typical bench testing is completed within 5 working days. Any delays due to parts availability or diagnostics will be communicated as soon as possible.

8. Disclaimers

• WCTNZ® is not liable for product damage caused during installation, use outside the design specification, or improper electrical supply.
• WCTNZ® does not guarantee coverage of labour costs where the customer has chosen not to self-repair.
• Where a product is returned and confirmed to have no fault, it will be returned at the customer’s expense with an inspection invoice.

This Testing & Repair Service Policy was last updated on 26/07/2025

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