Iplex provides a product warranty for Pro-fit pipes covering manufacturing defects for a 25 year period commencing from either the date of delivery or sale of the product, whichever is later. The product warranty applies if a manufacturing defect has been established.
The warranty is in addition to other rights and remedies available to consumers under any law in relation to the product.
If you would like to make a claim, we encourage you to directly contact our Customer Care Team. The Customer Care Team will advise you what information you will need to provide to make the claim.
You can do this in two ways:
Please email us at firstname.lastname@example.org to share details of your claim with us.
- Call our Customer Care Team directly on 1300 850 622 to share details of your complaint or concern with us. A member of the team will then be able to guide the next steps in supporting your enquiry. Our Customer Care Team are available Monday to Friday from 9am to 5pm AEST (excluding Public Holidays and factory closures).
What to expect
Upon receipt of your complaint, Iplex will:
- Acknowledge receipt of your complaint within 48 hours or the next business day.
- Request from you the required information to support our investigation. This may include a product sample.
- Following receipt of this information, provide you with an indicative timeframe in which you can expect an outcome.
Iplex will work with relevant members of our team and technical centre to investigate the issue and provide you with an outcome.
Pro-fit Support Fund
Warranty and consumer claims are outside the parameters of the Pro-fit Support Fund.
If you are a plumber or builder who installed Pro-fit pipe in an Eligible Home in Western Australia, you may be eligible to make a claim on the Pro-fit Support Fund. Further details are available here to learn more about the Pro-fit Support Fund and how to make a claim under this fund.
Still have questions?
Please call our Customer Care Team directly on 1300 850 622 to share details of your complaint or concern with us. A member of the team will then be able to guide the next steps in supporting your enquiry.