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Testing & Repair Service Policy
Testing & Repair Service Policy
This policy explains how WCTNZ® handles testing, inspection, and repair services for returned products, including technician charges, warranty handling, return authorisation, and self-repair options.
This policy operates alongside the relevant product warranty page, WCTNZ® Terms & Conditions, and Shipping & Returns Policy.
Important service note
Returned products may require inspection, testing, cleaning, diagnosis, repair, or reassembly. If no manufacturing fault is found, or if the fault is outside warranty, WCTNZ® may charge inspection, labour, parts, cleaning, freight, and handling costs.
Return authorisation and testing assessment
If your order is visible in your WCTNZ® account and the Return Request / RMA option is available, please use that process first. If the RMA option is no longer available, your order was placed manually, or your request relates to warranty, testing, repair, parts, or technical assessment, use the Return Authorisation & Testing Assessment form.
This form does not reopen the 30-day return grace period and does not mean a return, refund, exchange, or credit has been approved. No product, part, or system should be sent to WCTNZ® until WCTNZ® has issued written return instructions, an RA, or an approved RMA pathway.
How WCTNZ® assesses, services, and supports products
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.
Key terms used in this policy
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 unless otherwise stated
Technician Inspection: 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
Inspection charge where no manufacturing fault is 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
Where a product is returned and confirmed to have no fault, it will be returned at the customer’s expense with an inspection invoice
Confirmed warranty faults
Where a confirmed product fault is found within the stated Warranty Period, WCTNZ® will supply any required replacement parts at no charge, subject to the applicable warranty terms.
The customer may:
Perform the repair themselves with support documentation
Return the product to WCTNZ® for workshop servicing, where labour charges may apply
Request written or video instructions where a self-repair pathway is suitable
Use phone support during business hours where applicable
Faults outside warranty or caused by customer-side issues
If the fault is determined to be due to user error, incorrect installation, incompatible equipment use, damage in transport or storage, or any issue outside the warranty period, then charges may apply.
Labour is charged at the standard rate or quoted case-by-case
Parts will be quoted at current rates
Freight costs to and from WCTNZ® remain the customer’s responsibility
Assessment, cleaning, parts, labour, reassembly and return freight may apply for customer-induced damage
Self-repair may reduce downtime and freight costs
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® may:
Supply the required part(s) free of charge
Provide written or video instructions
Offer phone support during business hours
Returns must be approved before goods are sent back
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
Unauthorised returns may be refused or delayed
Testing and repair timeframes
Turnaround times for testing and repair depend on workload, product type, information supplied, condition of returned goods, and parts availability. Typical bench testing is completed within 5 working days. Any delays due to parts availability or diagnostics will be communicated as soon as possible.
Important service limitations
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
Inspection, labour and parts summary
| Issue Type | Warranty Parts Supplied | Repair Labour Charged | Inspection Fee Per Hour | Notes |
|---|---|---|---|---|
| No fault found | - | - | $95 + GST | WCTNZ® will try to limit inspections to one hour where reasonably possible. |
| Confirmed warranty fault | Free | May apply* | Waived | Where repairs are simple, the customer should complete the repairs where suitable. |
| Out-of-warranty issue | Charged | Quoted** | $95 + GST | Parts and labour are quoted before repair proceeds. |
| Customer damage | Charged | Quoted** | $95 + GST | Assessment, cleaning, parts, labour and freight may apply. |
Shipping and returns are at the customer’s cost. *Labour is waived if the customer self-repairs. **A full quote is provided for repairs, and cleaning or reassembly charges may apply.
Unclaimed goods and storage
All items are required to be picked up upon remedy within 5 working days or returned by shipping to the customer. If the goods are not picked up or instructions for return are not given, the unclaimed goods policy may apply.
After 5 days, warehousing will be provided for up to a period of 3 weeks at a rate of $25 + GST per day. If goods are not picked up, the full effect of our unclaimed goods policy under section 5. Unclaimed Goods of the Shipping Terms and Conditions Policy, excluding the time frames, will apply.
Need to arrange testing or repair?
Contact WCTNZ® before sending any product back. We will confirm whether warranty review, self-repair, inspection, return authorisation, or paid testing is the appropriate next step.
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