WARRANTY
When you buy from Craftsman Hardware, you have strong protections under the Australian Consumer Law (ACL). On top of these automatic rights, some products also come with additional warranties from us or from the manufacturer.
This page explains, in plain language:
- what a warranty is and how it sits alongside your consumer rights
- the three main types of warranties you might see
- how warranties work at Craftsman Hardware and how to make a claim.
For detailed guidance from the regulator, see the ACCC’s information on warranties: ACCC – Warranties (opens in a new tab) .
How warranties and your consumer rights work together
Under the Australian Consumer Law, you automatically receive consumer guarantees when you buy products or services. These guarantees give you rights to a repair, replacement, refund or cancellation when there is a problem, and they apply regardless of any written warranty.
A warranty is a separate promise made by a business or manufacturer about how a product will perform, or what they will do if it doesn’t. Warranties are:
- Voluntary – offered in addition to your automatic consumer guarantees
- Binding once you purchase – once you buy, the warranty becomes a legal right
- Time-limited – usually for a set period, but your consumer guarantees can last longer.
Even if a written warranty has expired, your rights that products are of can still apply if the product has not lasted as long as a reasonable consumer would expect.
Important: A warranty can never replace or reduce your rights under the ACL. If there is a with a product, you may be entitled to choose a refund or replacement, as well as compensation for any reasonably foreseeable loss.
Types of warranties you may see
In practice, most warranty documents fall into three main categories. A single product can sometimes have more than one.
1. Warranties about a product’s quality (express warranties)
These are extra promises made about how a product will perform – for example, how strong it is, how long it should last, or the conditions it is suitable for. They can be in writing, in marketing material, on a website or stated verbally by sales staff.
- Promises about durability (for example, designed for daily trade use)
- Capacity or performance claims (for example, rated to carry a certain load)
- Statements about availability of parts, servicing or replacement.
2. Warranties against defects (manufacturer or supplier warranties)
A warranty against defects is an extra promise about what we or the manufacturer will do if something goes wrong with a product. For example, it might state that the product will be repaired or replaced if it fails within a certain period.
- Repair or replacement of a faulty product within a stated time
- Re-performing a service if there is a problem with the original work
- Sometimes, reimbursement of certain costs.
These warranties sit on top of your consumer guarantees. They cannot limit your right to a remedy if the product is not of or if there is a .
The law requires certain information to be included in any warranty against defects, and it must be written in clear, easy-to-understand language. For the current mandatory wording and checklist, refer to the ACCC: ACCC – Warranties.
3. Extended warranties or care packages
Extended warranties generally add time or extra coverage beyond a standard manufacturer warranty. They are usually sold separately for an additional cost.
- May extend the length of the manufacturer’s warranty
- May include extra services (for example, priority repairs or loan equipment)
- Are always optional – you do not have to buy one.
A business must not pressure you into buying an extended warranty, or suggest you need to pay extra for rights that you already have under the Australian Consumer Law.
Warranties at Craftsman Hardware and how to make a claim
Different products and brands sold by Craftsman Hardware may come with different warranty terms. Where a manufacturer offers a written warranty, we will provide the relevant documentation or direct you to their official information.
Before you contact us
- Locate your invoice or order confirmation
- Note the brand, model, size or variation of the product
- Take clear photos of any problem and of the product overall
- Check any paperwork supplied with the product for specific warranty conditions.
How to lodge a warranty enquiry
To start a warranty enquiry, please contact our support team with:
- Your name and contact details
- Your order number or invoice number
- A short description of the issue
- Photos or documents that help show the problem.
You can contact us via:
- Email: support@craftsmanhardware.com.au
- Online form: Contact Craftsman Hardware
Once we have this information, we will assess whether:
- the issue is best handled under a manufacturer or Craftsman Hardware warranty, or
- your consumer guarantee rights under the Australian Consumer Law.
If you believe you have received a , please contact us promptly so we can review the situation and advise next steps.
Normal wear and tear, faults and shipping damage
Many of the products we supply are designed for demanding trade and industrial environments. Over time, abrasion, impact, chemical exposure, weather and heavy use will naturally cause wear and tear. Normal wear and tear is expected and is not considered a fault or a warranty issue.
- Normal wear and tear – gradual wear from ordinary use in tough environments (for example, scuffing, fading, worn soles, dulled cutting edges, worn markings, surface corrosion where protective finishes have worn away).
- – defects in materials or manufacture that cause a product to fail in a way it reasonably shouldn’t, given its age, specification and intended use.
- Damage in transit – products that arrive damaged due to handling during shipping or transport.
Warranty assessments focus on whether a product has a defect or failure beyond what would normally be expected from proper use. Where a product has simply reached the end of its reasonable service life, or shows heavy wear consistent with use in harsh conditions, it is unlikely to be covered by warranty.
If your order arrives damaged in transit, this is usually treated as a shipping or insurance matter rather than a manufacturing fault. Please contact us as soon as possible with clear photos of the packaging, shipping label and product so we can help resolve it through the correct process. Shipments sent uninsured, are not naturally covered, and the option at checkout will always be there, to provide the consumer, the select whether insurance is required for a shipment or not.
Nothing on this page is intended to limit your rights under the Australian Consumer Law. Where there is a defect or a with a product, you may be entitled to a repair, replacement, refund and/or compensation, depending on the circumstances.
What is a “major failure”?
Under the Australian Consumer Law, a problem with a product is generally considered a major failure if, for example:
- a reasonable consumer would not have bought the product if they had known about the problem, or
- the product is substantially different from the description, sample or demo model, or
- the product is unsafe, or
- the problem is so serious that the product is significantly unfit for its normal purpose and cannot be fixed easily within a reasonable time.
In the case of a major failure, you may be entitled to choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss or damage.
What is “acceptable quality”?
Under the Australian Consumer Law, products must be of acceptable quality. In simple terms, this means they should be:
- safe and free from hidden defects
- fit for the purposes for which goods of that kind are commonly supplied
- acceptable in appearance and finish
- durable, having regard to their nature, price and how they are expected to be used.
What counts as acceptable quality depends on the type of product and the conditions it is normally used in. Heavy-duty trade use will often result in faster wear than light or occasional use.
What is a “faulty product”?
When we talk about a faulty product we mean a product that has a defect or problem due to a manufacturing or material issue, not normal wear and tear or damage caused by misuse.
- manufacturing defects or material defects
- products that fail in a way they reasonably shouldn’t, given their age and intended use
- products that do not match their description or reasonable expectations.
Products that arrive damaged in transit are usually treated as a shipping or insurance issue rather than a warranty fault. Please contact us promptly with photos if your order arrives damaged so we can help resolve it through the correct process.