How to start a warranty query
Send your query through our contact form with your name, contact number, delivery address and a brief description of the fault. If you can, include a clear photo of the mirror, the lighting issue, the demister area, or any visible damage so we can assess it faster. For Durban and surrounding areas like Pinetown, Westville, Hillcrest and Umhlanga, we may arrange an on-site check where needed.
Please keep your proof of purchase, installation details and any electrician or fitter notes. These help us confirm whether the issue is covered and whether the next step is repair, part replacement or an inspection. If the mirror was part of a bathroom fit-out in Ballito, Durban North or another area, include the project name if you have it.
What warranty support usually covers
Warranty support applies to eligible product faults and component issues that fall within the stated warranty period. This normally includes manufacturing defects, LED failures not caused by misuse, driver or control faults, and certain demister problems when the installation was done correctly. We look at the full picture, because a fault caused by incorrect wiring, water ingress, poor handling or impact is handled differently.
- LED strip or light failure that is not due to external damage
- Demister pad not heating when the unit was installed correctly
- Faulty touch or sensor controls on eligible units
- Mirror defects present on delivery or soon after installation
- Approved parts replacement after assessment
Bathrooms in coastal areas such as Durban North, Umhlanga and Ballito can be exposed to humidity, so we also check for moisture related installation issues. That is important because condensation, poor sealing and incorrect ventilation can affect performance, especially during summer.
What is not covered
Some issues fall outside warranty because they are caused by site conditions, accidental damage or work done by others after delivery. We explain this clearly before any repair is approved. If the mirror has been drilled, altered or fitted with non approved parts, the claim may be affected.
- Cracks, chips, scratches or breakage after installation
- Damage from incorrect electrical connection or unstable supply
- Water damage from poor sealing, leaks or direct spray
- Damage caused by cleaning chemicals, impact or rough handling
- Faults caused by unauthorised repairs or changes
During load shedding and power returns, some bathrooms can experience surges if no proper protection is in place. We will check the symptoms, but surge related damage is not always covered under standard warranty terms. It helps to use correct electrical protection at the board and make sure the circuit was installed by a qualified person.
How our assessment process works
Once we receive your query, we review the details and may ask a few follow up questions. For straightforward cases we can often advise by phone or message. If a physical inspection is needed, our team will set a time that suits the site and the type of fault.
Our installation lead and technical support specialist will look at the mirror condition, the wiring point, the wall fixings and any affected components. If the unit is eligible, we will advise the repair route, part replacement or replacement of the affected item. Where a site visit is required in the Durban metro or nearby areas, we aim to keep the process practical and respectful of your schedule.
Steps to take before you submit a claim
A little preparation makes the process much quicker. Before you contact us, please do the following if it is safe to do so:
- Switch off power at the isolator or circuit if there is any sign of electrical fault
- Take clear photos of the mirror front, back if accessible, and the surrounding wall
- Write down when the issue started and whether it is constant or intermittent
- Note any recent work in the bathroom, such as tiling, painting or plumbing repairs
- Keep the mirror clean and do not open sealed components yourself
If there is a strong smell of burning, repeated tripping, or visible sparking, stop using the unit immediately and call for help. Safety comes first, and we would rather inspect a safe installation than rush a repair that could create a bigger problem later.
Aftercare, repairs and replacement support
Not every issue ends with a replacement. Many mirrors can be restored with a part change, connection check or demister service. Where a unit is still within warranty and the fault is accepted, we will explain the remedy before work starts. For bathroom fit-outs and bulk projects, we can also coordinate support across multiple units so the site team does not have to deal with separate contacts.
If the warranty period has passed, we can still assist with paid repairs, replacement mirrors, custom design help and upgrade options. Our team works from Pinetown and supports clients in Durban North, Umhlanga, Ballito, Hillcrest and Westville, with bathroom fit-outs nationwide. That makes it easier to keep one point of contact for the whole job.
For all warranty queries, send a message through our contact form and include as much detail as you can. The clearer the information, the quicker we can help and the sooner your bathroom is back in order.
