Care & Warranty

Last updated: 24 September 2026

This page explains how to look after the products you buy from Excellent Tiling Services Pty Ltd, and how manufacturer warranties work. Please read it together with our Refund Policy.

Your rights under the Australian Consumer 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.

Manufacturer warranties are provided in addition to these rights. Nothing on this page limits your rights under the Australian Consumer Law.

Before you install

Please check every product before it is installed. Make sure it is the right product, colour, finish and quantity, that all components are included, and that there is no visible damage. If anything is wrong, contact us before installation. Manufacturer warranties generally do not cover installation or removal costs for products that had obvious or visible faults before they were installed.

Manufacturer warranties

Many of the products we sell come with a warranty from the manufacturer or brand supplier. The warranty periods, terms and exclusions are set by the manufacturer, not by Excellent Tiling Services. Warranty periods generally start from the date of purchase, and you will need your proof of purchase to make a claim.

MELA products

MELA products are supplied by AUS Home Collection Group Pty Ltd (trading as Bathroom City) and are covered by its Warranty Against Defects. The table below summarises the warranty periods for MELA products, as published by the manufacturer. The manufacturer's full warranty terms apply and can be provided on request.

Product	Manufacturer warranty
MELA accessories	10 years – parts 1 year – finish
MELA basins	5 years – vitreous china 1 year – finish, overflow cap
MELA baths	10 years – acrylic structure 1 year – adjustable legs, frame
MELA heated towel rails	5 years – construction, heating element 2 years – colour coating
MELA mirrors and mirror cabinets	5 years – cabinet 3 years – mirror 1 year – finish, door handles, door hinges
MELA shower outlets	7 years – main body, shower rail, wall elbow, diverter 2 years – shower head, shower arm, slide bracket, handpiece, hose, seals 1 year – finish
MELA spouts	5 years – body 2 years – seals, fittings, aerators 1 year – finish
MELA shower screens	3 years – glass 1 year – handles, hinges, brackets, rail supports
MELA sinks	10 years – body 2 years – wastes, clips, bypass kit, hoses
MELA tapware (mixers)	15 years – ceramic disc cartridge (replacement parts only) 7 years – body, spout, handle 2 years – seals, flexible hoses, fittings, aerators, spray head, pull-out hose, tails, o-rings 1 year – finish
MELA toilet suites	7 years – vitreous china 5 years – in-wall cistern frame (if applicable), cistern 2 years – valves, fittings, hoses 1 year – finish, seals, hinges, button assembly, seat, o-rings, link and flush pipe
MELA vanities	5 years – cabinet, vitreous china top, stone top 1 year – finish, door handles, door hinges, drawer runners
MELA channel and floor wastes	10 years – body
MELA basin and bath wastes	1 year – finish, seals, mechanism, o-rings

Chips and cracks to mirror cabinet doors are not covered by the manufacturer's warranty once the unit has been installed.

Other brands

Products from other brands are covered by that brand's own manufacturer warranty. Warranty details are supplied with the product or are available from the manufacturer. If you can't find them, please contact us.

What manufacturer warranties usually require

Manufacturer warranties cover genuine manufacturing defects. They generally do not cover problems caused by installation, use or maintenance. For MELA products, the manufacturer's warranty does not cover defects caused or contributed to by, for example:

installation by someone other than a licensed plumber or electrician (where required);
installation that does not follow the relevant Australian Standards, the National Construction Code, state regulations or the manufacturer's installation instructions;
isolation stop taps not being fitted where required;
water pressure above the limits in the installation instructions, or hot water delivered to the outlet above 65°C;
debris or water supply issues, such as the system not being flushed before use;
removing, or not installing, flow regulators or check valves;
not inspecting braided flexible hoses for signs of wear or failure;
using abrasive or harsh products on surfaces or finishes, or adding cleaning chemicals to toilet cisterns;
damage during or after installation, accidents, misuse, or normal wear and tear;
repairs or alterations made by someone other than the manufacturer or its approved agent.

Other manufacturers have similar conditions. Please keep the installation instructions and care information supplied with your products, and give them to your installer.

How to make a warranty claim

If you think a product has a defect, stop using it if continuing could cause further damage, and contact us as soon as possible with:

your order number or proof of purchase;
a description of the problem;
clear photos and/or videos of the product and the defect; and
the address where the product is installed, if it has been installed.

We will help you with the claim, including contacting the manufacturer where needed. You can also contact the manufacturer directly.

The manufacturer may need to inspect the product at your property. Under some manufacturers' warranties (including MELA), a call-out or service fee may be charged if the inspection finds that there is no manufacturing defect, or that the problem is not covered by the warranty (for example, because installation or care instructions were not followed). This does not affect your rights under the Australian Consumer Law.

Product care

Looking after your products the right way helps them last and keeps your warranty protected. Always follow the care instructions supplied with your product. The general guidance below is based on the manufacturer's care guide for MELA products.

Tapware, outlets, showers and accessories

Clean weekly with warm soapy water and dry with a microfibre cloth.
Dry after use and wipe up pooling water to reduce watermarks, calcium build-up and surface marks.
Clean tapware aerators about every 6 months.
Do not use abrasive cloths, scourers, rough brushes, disinfectants on stainless steel parts, or harsh chemicals.
Limit exposure to high levels of salt.

Vanities and cabinetry

Wipe with a damp microfibre cloth and a mild, natural cleaner, then dry.
Wipe up spills and water straight away, and keep the room well ventilated.
Hair dye, bleach, boot polish and similar products can discolour the finish if not removed immediately.
Do not place hot items directly on the surface.

Stone tops

Clean with a soft cloth and a pH-neutral household detergent.
Use a mat to protect the surface from hot items.
Avoid paint strippers, bleach and nail polish remover. If contact occurs, rinse immediately with clean water.
Do not stand or sit on the benchtop.

Basins and toilet suites

Clean with a damp microfibre cloth and mild detergent or warm soapy water, then dry.
Check and tighten toilet seat hinges from time to time.
Avoid scourers, rough brushes, sharp objects and harsh chemicals.

Baths

Clean with mild detergent or warm soapy water and a soft cloth, then rinse. A damp melamine ("magic") sponge can remove stubborn marks.
Avoid scourers, sharp objects, direct heat and harsh chemicals.
Test bath oils, crystals and bath bombs for staining first, and add them to a full bath, never an empty one.

Mirrors

Clean with a mix of about 30% methylated spirits and 70% water.
Keep water off the back and edges, and wipe edges to prevent salt or calcium build-up.
Do not use glass sprays such as Windex, or harsh chemicals.

Shower screens

Rinse the screen with clean water after each use and dry with a squeegee.
Clean regularly with a mild detergent. A mix of about 30% methylated spirits and 70% water can help remove soap scum.
Do not use glass sprays such as Windex, disinfectants on metal or plastic parts, or harsh chemicals.

Stainless steel sinks

Rinse and dry after use. Clean with a soft sponge and detergent.
Use stainless steel polish sparingly, applied in the direction of the grain.
Bicarb soda with vinegar or lemon can help remove limescale.
Do not use steel wool, plastic scourers or stiff brushes.

Tiles

Use cleaning products suitable for the tile material, surface finish and grout.
Test any unfamiliar product in a small, hidden area first.

Chemicals to avoid

Unless the manufacturer says otherwise, do not use bleach or bleaching agents, ammonia-based cleaners, highly acidic cleaners, or alcohol- or mineral-based solvents on bathroom products and finishes.

Questions?

If you're not sure how to care for a product, or whether a cleaner is safe to use, please contact us before using it.

Excellent Tiling Services Pty Ltd
17A Olga Road, Maddington WA 6109
Email: contactus@excellenttilingservices.com
Phone: 0450 960 543