Guarantee & Refund Policy

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Philippou Plumbing Services PTY LTD
Effective Date: 07/2025

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At Philippou Plumbing Services PTY LTD, we are committed to delivering reliable, high-quality plumbing services that meet all applicable safety, technical & legal requirements in Australia. This policy outlines our 6-year workmanship guarantee, your rights under Australian Consumer Law, the national standards & qualifications we comply with.

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1. 6-Year Workmanship Guarantee

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We proudly offer a 6-year guarantee on all workmanship from the date the service is completed.

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Our guarantee covers:

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• Any defect or failure resulting from poor workmanship

• Installation of compliant materials, fixtures & plumbing systems

• Work performed by licensed professionals in accordance with Australian Standards & Manufacturers Requirements.

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If a valid issue arises within 6 years of service, we will:

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• Inspect and assess the issue

• Rectify the fault at no charge (repair or re-perform)

• Provide a refund or alternative solution if repair is not viable

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2. Compliance with Australian Standards & Licensing

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All work is completed in strict accordance with the following national and state requirements:

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🛠️ Plumbing & Drainage Standards (AS/NZS 3500 Series)

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• AS/NZS 3500.0 – Glossary of terms

• AS/NZS 3500.1 – Water services

• AS/NZS 3500.2 – Sanitary plumbing and drainage

• AS/NZS 3500.3 – Stormwater drainage

• AS/NZS 3500.4 – Heated water services

• AS/NZS 3500.5 – Greywater reuse systems

• AS/NZS 3500.9 – Non-drinking water systems

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🔥 Gas-fitting Standards (Type A & Type B)

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• AS/NZS 5601.1 – Gas installations – Type A appliances (e.g. domestic cooktops, heaters)

• AS/NZS 5601.2 – Gas installations – Type B appliances (e.g. industrial/commercial burners, boilers)

• AS/NZS 1596 – Storage and handling of LP Gas

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💧 Water Quality & Backflow Prevention

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• AS/NZS 2845.1 – Backflow prevention devices

• AS/NZS 4020 – Products in contact with drinking water

• AS 2419.1 – Fire hydrant installations

• AS/NZS 6400 – Water Efficiency Labelling (WELS)

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🏠 Roofing, Drainage & Environmental

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• AS 3959 – Building in bushfire-prone areas

• Stormwater management and roof drainage per AS/NZS 3500.3

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⚖️ Codes, Regulations & Licencing

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• Plumbing Code of Australia (PCA) – Under the National Construction Code (NCC)

• Victorian Plumbing Regulations 2018

• WaterMark Certification Scheme (all installed products)

• Disconnect/Reconnect Electrical Licence – Certified to safely disconnect and reconnect hardwired water heaters, appliances & pumps during plumbing work

• Confined Space Entry License – Certified for safe work in pits, crawl spaces, tanks, shafts & other high-risk confined environments

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3. Your Rights Under Australian Consumer Law

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Under the Competition and Consumer Act 2010, you have the right to:

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• Receive plumbing services delivered with due care and skill

• Expect that work is fit for purpose and completed within a reasonable time

• Request a repair, replacement or refund if these expectations are not met

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These rights apply in addition to our 6-year workmanship warranty.

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4. What’s Not Covered

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Our guarantee and refund policy does not cover:

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• Issues caused by third parties, misuse, neglect or lack of maintenance

• Failures in parts or products not supplied by us

• Accidental damage or unauthorised alterations

• Normal wear and tear

• Job cancellations after arrival (call-out fee may still apply)

• Change-of-mind refunds after work has commenced or been completed

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5. Refund & Complaint Procedure

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If you believe there's an issue with our service:

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• Contact us with job details and a clear description of the issue

• We'll inspect and determine whether the problem falls under our warranty or consumer rights obligations

• If applicable, we’ll carry out repairs, offer a re-do or provide a refund

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We aim to resolve all valid claims within 5 business days.

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6. Making a Claim

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Please provide the following when contacting us:

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• Your name and contact details

• Service address and date

• A clear summary of the issue

• Any supporting documents or photos

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Contact:

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Philippou Plumbing Services PTY LTD
📞 9317 0000
📧 service@philippouplumbing.com.au
📍 45 Cranwell St, Braybrook, VIC 3019

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7. Our Commitment to Safety & Professionalism

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We are proud to be fully licensed and compliant in every aspect of our trade:

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• VBA-licensed plumbers & gasfitters

• Disconnect/Reconnect electrical licence holders

• Confined space trained

• Fully insured and covered under relevant WorkSafe Victoria requirements

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You can trust that all our work is performed to the highest industry standards, with safety, quality & compliance as our top priorities.