Click the chat icon on any page of our website or help centre. Our assistant will greet you, collect the details we need, and route your case to our support team for review.
What We'll Need From You
To help us review your claim as quickly as possible, please have the following ready:
Required:
Proof of purchase — your original receipt, tax invoice, or order confirmation
Product model name and number — found on the product, its packaging, or your order documentation
Serial number or SKU — located on the product label (typically on the underside or rear), or stamped inside concrete surrounds
A close-up photo of the affected area
A full photo of the product showing its overall condition
Also very helpful:
Where your product is located (patio, covered space, indoors, fully exposed outdoors, etc.)
What your environment is like — climate, sun and rain exposure, whether you use a protective cover
A description of the issue, including when you first noticed it
What Happens Next
Once we receive your details, your case is passed to our support team who will review everything within 2–3 business days. We'll be in touch with next steps.