Warranty Policy

BTS Aust. (Braille Tactile Signs Aust.) is committed to providing products and services that adhere to the highest standards under the Australian regulations and the Competition & Consumer Act 2010.

Warranty Coverage

Supply of Goods

All BTS Aust. goods are supplied with guarantees that cannot be excluded under the Australian Consumer Law. In cases where not explicitly stated, all BTS Aust. goods also include a warranty that aligns with the Australian Consumer Law.

Major Failure BTS Aust. will provide an equivalent replacement product or refund for a major failure. BTS Aust. may consider partial or full compensation for direct and reasonable consequential loss and/or damage.

Non-major Failure BTS Aust. will assess failures as an integral part of their continual improvement program.

If a failure does not amount to a major failure, BTS Aust. will rectify the problem within a reasonable time or offer a refund or replacement if deemed necessary.

Products

If a product supplied by BTS Aust. presents a defect:

It must be returned within the relevant warranty period, starting from the date of goods received.
BTS Aust. reserves the right to repair, replace, or issue credit reimbursement upon inspection.

Alternatively, BTS Aust. may opt to issue a credit reimbursement for the full customer purchase price of the product.

Supply of Services

All BTS Aust. services are supplied with guarantees that cannot be excluded under the Australian Consumer Law. In cases where not explicitly stated, all BTS Aust. services also include a warranty that aligns with the Australian Consumer Law.

Major Failure BTS Aust. will permit cancellation of your service contract(s) with BTS Aust., and

BTS Aust. will provide a refund for the unused portion of the service, or
BTS Aust. will consider compensation for its reduced value.

Non-major Failure For failures that do not amount to a major failure, BTS Aust. will rectify the issue within a reasonable time. If not rectified, you may cancel your contract and receive a refund for the unused portion.

If this is not done, then BTS Aust. will provide a refund for the unused portion of the cancelled contract.

BTS Aust. may consider partial or full compensation for any direct and reasonable consequential loss and/or damage.

Warranty Terms

CSE_Tech™

Continuous Surface, Encapsulated Polycarbonate Membrane Products:

Ten (10) years Warranty Term of the Integrity and Materials of the sign.

The Customer has 3652.5 days from the date of dispatch to make a Warranty Claim.

Two (2) years Warranty Term for Colour Vibrancy.

The Customer has 730 days from the date of dispatch to make a Warranty Claim.

Colour Vibrancy for signs placed externally is guaranteed for a period of 2 years. Colours may fade due to extreme weather conditions or prolonged exposure to sunlight.

ADA_Tech™

Signs featuring ADA Embedded Tactile:

Five (5) years Warranty Term.

The Customer has 1826.25 days from the date of dispatch to make a Warranty Claim.

Two (2) years Warranty Term for Colour Vibrancy.

The Customer has 730 days from the date of dispatch to make a Warranty Claim.

Colour Vibrancy for signs placed externally is guaranteed for a period of 2 years. Colours may fade due to extreme weather conditions or prolonged exposure to sunlight.

MLP_Tech™

Multi Layer Print Products:

Twelve (12) months Warranty Term.

The Customer has 365 days from the date of dispatch to make a Warranty Claim.

*Warranty Terms commence from the date that the order is dispatched for delivery or picked up by the customer, unless otherwise agreed.

Third Party Clauses

Third-party clauses continue to apply; however, BTS Aust. assumes ultimate responsibility in legal disputes as per ACCC and ACL regulations.

Warranty Exclusions

This warranty is rendered void under the following circumstances:

Signs or Products are damaged due to accidents, vandalism, acts of nature, improper handling, or poor/inappropriate installation by the Customer or the Installer.
The Operational & Maintenance Instructions provided by BTS Aust. have not been followed by the Customer.
Failure to meet the terms and conditions outlined in Braille Tactile Signs Aust. (Mangrove Pty Ltd) General Terms and Conditions regarding the Warranty Claim, including but not limited to the Customer’s care for the Signs and/or Products.
Insufficient proof of purchase provided by the individual, client or party making the warranty claim.
Signs or Products were provided to the Customer at a discounted rate with a pre existing defect that they were made aware of by Braille Tactile Signs Aust. prior to purchase.
Any failure must be notified to BTS Aust. within a 30 (thirty) day window, following the Warranty

Installation and labour charges are not covered by BTS Aust., and the Customer will be responsible for any of these expenses associated with the warranty claim.

Exclusions from Warranty Coverage

This warranty explicitly excludes coverage for installation, call-out, or any other labour charges associated with the product.
Adhesives applied to the Back of the Product for the purpose of installation will be covered only by their 3rd Party Manufacturer’s Warranty, they must be used following the Manufacturer’s instructions and will be subject to the manufacturers Terms & Conditions.
Protective Coatings applied to the Face of the Product will be covered only by their 3rd Party Manufacturer’s Warranty, they must be used following the Manufacturer’s instructions and will be subject to the manufacturer’s Terms & Conditions.

Supplier Warranty Clause:

If a product supplied by BTS Aust. incorporates components or materials sourced from third- party suppliers, and such components or materials experience failure, the warranty provided by the original components or materials supplier shall apply to that specific component or material. BTS Aust. will facilitate the warranty claim process with the third-party supplier, where applicable. Liability for but not limited to, repair, replacement, or reimbursement will be subject to the terms and conditions of the original components or materials supplier's warranty.

Adverse Weather Condition Clause:

In the event of a BTS Aust. product failure due to extreme weather conditions, such as cyclones, hailstorms, flooding, or prolonged excessive UV exposure, such failures will not be covered under this warranty unless otherwise specified. Where a third-party protective coating or material has been applied, the warranty provided by the original supplier of that coating or material shall apply. BTS Aust. will facilitate the warranty claim process with the third-party supplier where applicable. Liability for, but not limited to, repair, replacement, or reimbursement will be subject to the terms and conditions of the original components or materials supplier's warranty.

Sea Mist / Air Clause:

Prolonged exposure to coastal environments, sea mist, or salt air may accelerate wear, corrosion, or fading beyond normal expectations. Such deterioration due to environmental exposure is not covered under this warranty unless otherwise specified. Where a third-party protective coating or material has been applied, the warranty provided by the original supplier of that coating or material shall apply. BTS Aust. will facilitate the warranty claim process with the third-party supplier where applicable. Liability for repair, replacement, or reimbursement will be subject to the terms and conditions of the original components or materials supplier's warranty.

Future Graffiti Tech Clause:

Protection against graffiti, vandalism, or evolving paint technologies cannot be guaranteed indefinitely. Damage caused by graffiti attacks, chemical agents, or future advancements in paint and adhesives is not covered under this warranty unless otherwise specified. Where a third-party protective coating has been applied, the warranty provided by the original supplier of that coating or material shall apply. BTS Aust. will facilitate the warranty claim process with the third-party supplier where applicable. Liability for repair, replacement, or reimbursement will be subject to the terms and conditions of theoriginal components or materials supplier's warranty.

Warranty Claim Instructions

To initiate a warranty claim, the client must follow the steps outlined below:

1 Damage Assessment

Carefully inspect the Braille Tactile Sign for any defects or damage. Ensure that any issues fall within the scope of the warranty, such as defects in material or workmanship under the intended, normal use.

2 Record Relevant Details

Take note of the product details, including the date of purchase, invoice number, and a detailed description of the issue. This information will be crucial for processing your Warranty Claim.

3 Photographic Documentation:

Take clear photographic evidence of the defect or damage and collate ready to be sent to Braille Tactile Signs Aust. Multiple angles and close-up shots will assist in the assessment process.

4 Contact Customer Support

Reach out to our Friendly Customer Support Team via email at:

Sales@BrailleTactileSigns.com.au

or by calling us on:

03 9876 0898 or Toll Free on 1800 787 287.

Clearly explain the issue, and attach the relevant documentation, including the product details, proof of purchase and photographs to an email for our review.

*In some cases, our Team may request that the Products are returned to the BTS Aust. office for further inspection and review. It will be determined by BTS Aust. whether the supplier (BTS Aust.) or the customer is liable for the return costs.

*Any products sent back to the Supplier for review must be securely packed back in the original packaging as supplied by BTS Aust. or equivalent protective packaging to ensure the safe return and maintain product condition.

*Should products be damaged on their return journey to the Supplier for a review under a warranty claim, the Supplier is not liable, and any warranty claim associated with the damaged items will be rejected.

5 Complete Claim Form

Upon contacting Customer Support, you may be directed to complete a Warranty Claim Form. Ensure that all required fields are accurately filled out, providing the necessary information for a prompt evaluation.

6 Await Confirmation

Our Customer Support Team will Review your Claim and respond to you within a reasonable timeframe. This is generally a period of five (5) Business Days, excluding any public holidays. If additional information is required, our Team will request accordingly.

7 Resolution

If your Claim is Approved, our team will provide guidance on the resolution process, which may include a replacement, repair, credit, or other appropriate solutions, as determined by BTS Aust.

Revocation of Warranty Privileges

The supplier reserves the right to revoke any customer product warranty privileges and claims at its sole discretion without prior notice, in line with the Competition and Consumer Act 2010.

Additional Requirements

Products must adhere to BTS Aust.’s installation and maintenance requirements.
A warranty claim form is available, our Sales team can supply this to you - please contact Sales@BrailleTactileSigns.com.au.
Any contract with BTS Aust. Requires a signature, which will be done via e-sign, with a signed letter of transmittal.
It is advisable to have all contract documents reviewed by a qualified Australian solicitor.