Warranty, Guarantee and Returns Policy

Scope and guarantee periods

This voluntary guarantee covers defects in materials or manufacture in products supplied by Challis MS Ltd for installation and use within the United Kingdom.

• FM Mattsson shower mixers and taps: the manufacturer’s guarantee applicable to the particular model, components and intended application applies. Relevant terms will be made available before purchase and supplied with the order. Extended functional guarantees do not cover every component.

• All other products: 12 months from delivery.

The guarantee does not extend any specified service life, expiry date, maintenance requirement or scheduled replacement interval.

Parts-only guarantee

Cover is limited to repair or replacement of the defective unit or component. No payment is provided under this voluntary guarantee for on-site labour, call-outs, removal, installation, recommissioning, access or reinstatement.

Loss of use, business interruption and consequential losses are not covered by this voluntary guarantee. These provisions do not exclude any separate liability or remedy imposed by law.

Returns authorisation

Before returning a unit under this guarantee or requesting a discretionary return, contact Challis MS Ltd to discuss the return and obtain a returns authorisation number.

The number must accompany the goods. Issuing a number authorises return for assessment only; it does not confirm a fault, guarantee cover or entitlement to credit.

This procedure does not prevent or delay the exercise of statutory rights.

Testing, repair and replacement

On receipt, we will test the unit for the reported fault and assess its functionality.

For an accepted guarantee claim, we will repair or replace the unit or affected component, choosing the most economical effective remedy, and return it to the client without charge. This is subject to any applicable statutory right to a different remedy.

Repairs and replacements will be completed within a reasonable time. Where consumer law applies, they will also be completed without significant inconvenience.

If no fault is found, or the fault is outside guarantee cover, we will explain our findings. Any assessment, repair or carriage charges must be disclosed and agreed before they are incurred.

Repair or replacement does not restart the voluntary guarantee period. Statutory rights relating to repaired or replacement goods remain unaffected.

Conditions and exclusions

Products must be installed, commissioned, used and maintained in accordance with the manufacturer’s instructions and applicable regulations.

This guarantee excludes normal wear and the normal depletion of consumables. It also excludes faults or damage caused by:

• Incorrect installation, misuse, neglect or unauthorised modification.

• Operating pressures, temperatures or water conditions outside specified limits.

• Frost, debris, contamination or unsuitable cleaning chemicals.

• Failure to undertake required maintenance.

• Unsuitable replacement parts or repairs.

Exclusions apply only where the relevant circumstance caused or contributed to the fault or damage claimed. Limescale-related faults are excluded unless expressly covered by the applicable manufacturer’s guarantee.

Non-faulty business returns

Business customers have no right under this policy to return non-faulty goods correctly supplied against their order. Acceptance is at Challis MS Ltd’s discretion and must be agreed in advance.

Accepted goods must be unused, complete, undamaged and in their original packaging. A handling fee of 15% of the net invoiced value of the accepted returned goods will be deducted from the credit. The customer is responsible for return carriage and for loss or damage during that return.

Bespoke, made-to-order or specially procured goods are not eligible for discretionary return unless expressly agreed in writing.

The handling fee does not apply to faulty goods, goods incorrectly supplied by Challis, or returns required by law. Consumer statutory cancellation and return rights are dealt with separately and are unaffected.

Claims and statutory rights

Provide proof of purchase, product identification and a description of the fault. Relevant installation details, maintenance records or photographs may reasonably be requested to assess the claim.

This policy is additional to statutory rights and does not restrict them. Expiry of the voluntary guarantee does not, by itself, end any statutory entitlement.

Where the law requires Challis MS Ltd to bear necessary costs, including labour, materials, collection or postage, those obligations remain unaffected.

Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded.

Guarantor and contact

Challis MS Ltd

Europower House, Lower Road, Cookham Berkshire SL6 9EH

Telephone: 01628 529024

e-mail: info@challisms.com