Avenir Terms, Warranty & Product Care

Welcome to Avenir

Thank you for choosing Avenir.

We design and manufacture premium bathroom products made to last. The information below explains our delivery timeframes, returns policy, product care and warranty so you can purchase with confidence.

 

 

Dispatch & Delivery

Most standard products are held in stock and are dispatched within 3–5 business days.

Products requiring customisation or special finishes (including cut-to-size towel rails) may require additional manufacturing time. Commercial and project orders may also have longer lead times. Please contact our team for an estimated delivery timeframe.

We ship throughout Australia and internationally.

Delivery times vary depending on destination and carrier. Tracking details will be provided once your order has been dispatched where available.

For international orders, any import duties, taxes or customs charges are the responsibility of the purchaser.

 

 

Colour Match Guarantee

Our colour-matching facility allows us to closely match many leading tapware finishes.

When ordering a colour-matched product, simply tell us the brand and finish of your tapware.

If you're not satisfied with the colour match, we'll refinish your product at our expense until you're happy (within reason).

 

 

Returns & Exchanges

If you've changed your mind, eligible products may be returned within 3 months of delivery for a refund, exchange or store credit, provided they:

  • have not been installed or used;

  • are returned in their original packaging;

  • are in saleable condition; and

  • are accompanied by proof of purchase.

Shipping charges are not refundable unless the return is due to our error or an approved warranty claim.

 


Change of Mind Exclusions

The following items cannot be returned for change of mind unless required under Australian Consumer Law:

  • products with special finishes (including Metal Fusion, painted, electroplated and PVD finishes);

  • custom-made or modified products;

  • cut-to-size towel rails;

  • heated towel rails converted to 240V or plug-in models; and

  • products manufactured to your specifications.

Where Avenir arranges collection of an approved return, freight costs may be deducted from any refund or store credit unless the return is due to an Avenir error.

 

 

Please Inspect Before Installation

Please inspect your products when they arrive and before installation.

Do not install any product that appears damaged or defective. If anything is incorrect, damaged or missing, contact Avenir within 7 days of delivery so we can resolve the issue promptly.

 

 

Product Care

With proper care, your Avenir products will provide many years of reliable performance.

We recommend regular cleaning using warm water, a soft cloth and, where required, a mild pH-neutral detergent.

Avoid abrasive cleaners, steel wool, bleach, harsh chemicals, solvents or acidic cleaners, as these may damage the finish.

Hair dye, hair bleach and similar chemicals should not come into contact with your products.

For matt finishes, water marks may be reduced using a non-abrasive carnauba wax polish applied with a microfibre cloth in accordance with the manufacturer's instructions.

Products installed in coastal or high-humidity environments should be cleaned more frequently to remove salt and airborne contaminants.

Damage caused by incorrect cleaning or maintenance is not covered by warranty.

 

 

25-Year Warranty

We're proud of the quality of our products and back them with a comprehensive warranty against defects in materials and workmanship.

Warranty Periods

Product

Warranty

Bathroom accessories & heated towel rails

25 Years

Transformers

25 Years

Electric timers

1 Year

Soap pump mechanisms

1 Year

Satin finishes (See below)

25 Years

Living finishes (See below)

N/A

 

Living & Satin Finishes

Our satin finishes are created using proprietary Metal Fusion technology and sealed with a durable automotive-grade clear coat for lasting protection. While designed to withstand everyday use as a towel warmer, these finishes should be handled with care. Like the paintwork on a premium vehicle, the surface can be scratched by rough handling or abrasive materials, particularly during installation. Surface damage caused by mishandling or installation is not covered under warranty.

Our living finishes, including unlacquered brass and copper, are intentionally left unsealed to develop a rich, natural patina over time. Exposure to air, moisture, and regular use creates a finish unique to each piece. This evolving appearance is an inherent characteristic of the material and is not considered a manufacturing defect.

 

 

What Our Warranty Covers

If a product is found to have a manufacturing defect during the applicable warranty period, Avenir will determine the most appropriate remedy. This may include repair, replacement parts, product replacement or another suitable solution.

Repairs may be completed on-site or at our workshop, depending on the nature of the issue.

The warranty covers the product itself. It does not include removal, reinstallation or transport costs.

Where an on-site repair is approved by Avenir, reasonable labour costs are covered for the first 12 months from the original purchase date.

Replacement parts supplied under warranty do not include installation.

 

 

Warranty Exclusions

The warranty does not cover damage resulting from:

  • incorrect or non-compliant installation;

  • misuse, abuse or accidental damage;

  • normal wear and tear;

  • incorrect cleaning or maintenance;

  • unauthorised repairs or modifications;

  • environmental conditions outside normal residential use; or

  • the natural ageing of living finishes.

 


Australian Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

 

Making a Warranty Claim

Please contact Avenir as soon as possible if you believe your product has a manufacturing defect.

To help us assess your claim, please provide:

  • proof of purchase;

  • a description of the issue;

  • photographs or video; and

  • installation details where applicable.

Email: service@avenir.com.au
Phone: 02 9476 6917 (Monday–Friday, 8:00am–4:00pm AEST/AEDT)

If a warranty inspection determines the issue is not covered, Avenir may recover its reasonable inspection or attendance costs.

Any replacement product or repaired component is covered for the balance of the original warranty period.

As part of our ongoing product development, Avenir reserves the right to improve or modify product designs and specifications without prior notice.

Updated 9 July 2026