WCTNZ® 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 (e.g., inverter mismatch)
• 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 WCTNZ® Testing & Repair Service Policy was last updated 26/07/2025

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