WARRANTY

Warranties & Consumer Guarantees

When you buy from Craftsman Hardware, you have protections under the Australian Consumer Law (ACL). In addition to these automatic rights, some products may also include additional warranties from Craftsman Hardware or the manufacturer.

This page explains what a warranty is, how warranties work alongside your consumer rights, the main types of warranties you may encounter, and how to make a warranty claim.

For detailed guidance from the regulator, see ACCC – Warranties .

How Warranties & Consumer Rights Work Together

Under the Australian Consumer Law, you automatically receive consumer guarantees when you buy products or services. These guarantees may 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 does not.

  • Voluntary — offered in addition to your automatic consumer guarantees.
  • Binding once you purchase — once you buy the product, the warranty becomes a legal right according to its terms.
  • Usually time-limited — written warranties often apply for a stated period, while consumer guarantee rights may continue beyond that period.

Even if a written warranty has expired, your rights relating to acceptable quality may still apply where a product has not lasted as long as a reasonable consumer would expect.

Important: A warranty cannot replace or reduce your rights under the Australian Consumer Law. Where there is a major failure, you may be entitled to choose a refund or replacement and may also have rights to compensation for reasonably foreseeable loss.

Types of Warranties

In practice, warranty documents generally fall into three main categories. A single product may sometimes have more than one type of warranty.

1. Express Warranties About Product Quality

Express warranties are additional promises made about how a product will perform. They may relate to strength, durability, suitability, performance or another particular characteristic.

These promises may appear in writing, marketing material, product information, on a website or in statements made by sales staff.

  • Promises about durability, such as a product being designed for daily trade use.
  • Capacity or performance claims, such as a product being rated to carry a particular load.
  • Statements about the availability of parts, servicing or replacement.

2. Warranties Against Defects

A warranty against defects is an additional promise about what Craftsman Hardware or the manufacturer will do if something goes wrong with a product.

For example, a warranty may state that a product will be repaired or replaced if it fails within a particular period.

  • Repair or replacement of a faulty product within a stated period.
  • Re-performing a service where there is a problem with the original work.
  • Reimbursement of certain costs where provided by the warranty.

These warranties sit in addition to your consumer guarantees. They cannot limit rights that apply where a product is not of acceptable quality or where there is a major failure.

The Australian Consumer Law requires particular information to be included in warranties against defects. For current requirements and mandatory wording, refer to ACCC – Warranties .

3. Extended Warranties & Care Packages

Extended warranties generally provide additional time or coverage beyond a standard manufacturer warranty and are usually sold separately for an additional cost.

  • They may extend the duration of a manufacturer's warranty.
  • They may include additional services such as priority repairs or loan equipment.
  • They are optional and do not have to be purchased.

A business must not represent that you need to purchase an extended warranty to obtain rights that you already have under the Australian Consumer Law.

Warranties at Craftsman Hardware

Different products and brands sold by Craftsman Hardware may have different warranty terms.

Where a manufacturer provides a written warranty, we will provide the relevant documentation where available or direct you to the manufacturer's official warranty information.

Before You Contact Us

To help us assess your enquiry, please:

  • Locate your invoice or order confirmation.
  • Note the brand, model, size or product variation.
  • Take clear photos showing the problem and the overall condition of the product.
  • Check any paperwork supplied with the product for specific warranty conditions.

How to Lodge a Warranty Enquiry

When contacting our support team, please provide:

  • Your name and contact details.
  • Your order number or invoice number.
  • A short description of the issue.
  • Photos or supporting documents showing the problem.

You can contact us by:

Once we receive this information, we will assess whether the issue is best handled under a manufacturer warranty, a Craftsman Hardware warranty, or your consumer guarantee rights under the Australian Consumer Law.

Faulty product: If you believe you have received a faulty product, contact us promptly so we can review the circumstances and advise you of the next steps.

Normal Wear & Tear, Faults & Shipping Damage

Many products supplied by Craftsman Hardware are designed for demanding trade and industrial environments. Abrasion, impact, chemical exposure, weather and heavy use can naturally cause wear over time.

Normal wear and tear is expected and is not generally considered a manufacturing fault or warranty issue.

Normal Wear & Tear

Normal wear and tear is gradual deterioration resulting from ordinary use, particularly in demanding environments.

Examples may include:

  • Scuffing or fading
  • Worn footwear soles
  • Dulled cutting edges
  • Worn markings or printed surfaces
  • Surface corrosion where protective finishes have worn away through use

Faulty Products

A faulty product may have a defect in materials or manufacture that causes it to fail in a way that would not reasonably be expected, considering the product's age, specification, intended purpose and manner of use.

Warranty assessments consider whether the product has experienced a defect or failure beyond what would normally be expected from proper use.

Where a product has reached the end of its reasonable service life, or shows substantial wear consistent with its use and operating environment, it may not represent a warranty fault.

Damage in Transit

Damage occurring while a product is being transported is generally handled as a shipping or freight matter rather than as a manufacturing fault.

If your order arrives damaged, contact us as soon as possible and provide clear photos of:

  • The product
  • The external and internal packaging
  • The shipping label

This information allows us to assess the damage and determine the appropriate process with the carrier or transport provider.

Shipping insurance: Freight insurance or additional shipment protection may be offered as an option at checkout depending on the available shipping service. Coverage for loss or damage depends on the selected service, applicable carrier terms and any insurance purchased for the shipment.

Your Australian Consumer Law Rights

Nothing on this page is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Where a product has a defect or major failure, you may be entitled to a repair, replacement, refund and/or compensation depending on the circumstances and your rights under the Australian Consumer Law.