Eco Garage Doors Warranty Terms & Conditions

Warranty Information

Warranty Terms and Conditions – March 2025

1. Making a Claim

(A) Eco Garage Door Customers

  • Customers must provide an Eco Garage Door reference number when making a claim.
  • Service-related claims must be submitted to service@ecogaragedoors.com.au or through our online form: https://www.ecogaragedoors.com.au/book-a-service/
  • Warranty claims for cosmetic defects require photo or video evidence to be submitted within 48 hours of installation. Claims will only be assessed once all supporting documentation has been provided.
  • A final decision on warranty claims will be made after an assessment by our authorised technician.

(B) Eco Certified Resellers

  • Please quote your Eco Garage Door reference number when making a claim.
  • Service-related claims must be submitted to service@ecogaragedoors.com.au
  • Warranty claims for cosmetic defects must include photo or video evidence taken and submitted before installation. Claims will only be assessed once all supporting documentation has been provided.
  • Cosmetic damage claims may be declined if reported after the door has been installed.
  • Claims for transport or packaging damage must include photos of both the damaged packaging and the door and be submitted within 48 hours of delivery.
  • The supplier will not inspect a door on-site unless the Eco Certified Reseller has:
    • Inspected the door.
    • Discussed the issue with the customer.
    • Submitted photos and information to Eco Garage Doors.
    • Once all information is received, we will work directly with our reseller to resolve the issue.
  • The supplier communicates only with the Eco Certified Reseller, who must stay in contact with the buyer at all times.

Note: Care and maintenance are the homeowner’s responsibility.
Claims for wear due to improper maintenance will not be accepted.
Refer to Care and Maintenance.

Omissions or Missed Components

In the event that a component or part was unintentionally missed during the original supply or installation, ECO Garage Doors will supply the missing part
at no cost once the omission is confirmed.

However, Labor or service costs associated with fitting or replacing the missed part will not be covered under this warranty or any service agreement, unless otherwise agreed in writing by management.

This policy applies regardless of whether the part was missed at the time of dispatch, manufacturing, or installation.

2. Warranty Coverage

  1. The warranty period starts on the installation date for installations completed by Eco Garage Doors. For resellers, the warranty period begins on the delivery or pick-up date.
  2. Doors must be used in typical residential or industrial/commercial settings to be covered.
  3. BlueScope Steel provides a 10-year warranty against corrosion to perforation for Eco Garage Doors manufactured using COLORBOND® steel, subject to the following conditions:
    1. The garage door must be installed at a location greater than 1km from any marine influence.
    2. The garage door must not be sheltered from natural rainfall by structures such as carports, verandahs, or eaves that extend more than 600mm from the wall.
    3. The garage door must be washed at least every 6 months (or every 3 months in severe environments) in accordance with the guidelines provided in Technical Bulletin TB-4: “Maintenance of COLORBOND® steel and ZINCALUME® steel”
      Please note this warranty does not cover:

      • Paint flaking or peeling.
      • Normal weathering, including natural reduction in paint gloss or colour change over time.
  4. Aesthetic faults must be reported to the supplier within 48 hours of installation.
  5. Warranty claims will be assessed in accordance with the terms outlined in this warranty document. If the warranty document does not expressly address the claim in question, the Guide to Visual Inspection of Garage Doors published by the Australian Garage Door Association (AGDA) may be consulted as a supplementary reference. This guide serves as an impartial and convenient tool but should only be used in instances where this warranty document does not provide specific guidance. For additional details, please refer to the Guide to Visual Inspection of Garage Doors . 
  6. Small imperfections, such as minor dents or blemishes, resulting from manufacturing are not covered under warranty if they are not visible from a normal viewing position. A normal viewing position is defined as observing the surface from a distance of 5 meters in normal daylight and under non-critical light conditions, where the light striking the surface is diffused and not glancing or parallel to the surface.
  7. Repairs will be completed in a reasonable time.
  8. Call-out charges will apply warranty claims.
  9. The warranty for replaced parts does not extend the original warranty period of the product. However, replaced parts are covered by the statutory guarantees under Australian Consumer Law and any applicable voluntary warranty for those parts.
  10. We are not responsible for any costs incurred by unauthorised third parties unless prior written consent has been provided by an authorised representative of our company.
  11. For products sold through or installed by an Eco Certified Reseller or any party other than an accredited Installer Contractor nominated by us, our warranty covers manufacturing defects only. It does not cover defects arising from or related to the installation of the product, nor does it cover the costs of delivery or re-installation of a repaired or replaced product. This limitation does not exclude, restrict, or modify any rights or remedies you may be entitled to under the Australian Consumer Law or other applicable laws that cannot be excluded.
  12. We do not cover additional access costs for complex installations or modifications made after the initial installation.
  13. High-frequency use of doors that exceeds our recommended guidelines (e.g., entry to a car park or frequently operated factory doors) requires more frequent servicing. Such usage is not covered under standard warranty terms.
  14. Travel charges apply for service locations outside metropolitan areas. Refer to the Travel Areas Matrix for details on applicable charges for warranty-related visits.

3. Limitations

Our warranty does not extend to any consequential, incidental or indirect loss or damage, including damage caused to other equipment or components used with Eco Garage Door Products, loss resulting from a delay in repair or replacement or loss that may be incurred by you in making the claim.

4. Warranty Periods

Panel Lift-Safe & Insulated Sectional Doors

  • Structural (panels, mullions): 5 years.
  • Surface Coating: 10 years for pre-coated coil (refer to warranty coverage item 3). For painted finishes completed by us, we provide a 1-year surface coating warranty.
  • Parts and labour (repairs or replacements needed due to defects in materials or workmanship): 1 year. Includes springs, tracks, hinges and cables. 

Roller Doors

  • Components: 1 year. Includes curtain, locking mechanism, hardware such as springs and tracks.
  • Surface coating: 7 years. 
  • Parts and labour (repairs or replacements needed due to defects in materials or workmanship): 1 year. Includes curtain, locking mechanism, hardware such as springs and tracks.

Custom Sectional, Commercial & Industrial Doors

  • Components, finishes, labour: 1 year.

Openers

Must be installed by Eco Certified Reseller or Eco Garage Doors fitters.

Residential Openers: 2 years

  • Excludes batteries, fuses, and globes (no warranty).
  • Remotes: 3 months.

Commercial Openers: 1 year

  • Excludes batteries, fuses, and globes (no warranty).
  • Remotes: 3 months.

Note: No warranty for residential doors/openers used in commercial or multi-family dwellings.

 5. What is Not Covered / Exclusions

The warranty does not cover defects, damage, or loss caused by:

  1. Variations in timber-look colours or finishes. 
  2. Normal weathering, including natural reduction in paint gloss or colour change over time. Paint flaking or peeling that naturally occurs over time. 
  3. Unauthorised modifications to any of our products. 
  4. Accidental, deliberate or negligent damage including but not limited to impact damages caused by any object striking your door.
  5. Natural events or theft (including but not limited to storms, high winds, fire, flood, hail, earthquakes).
  6. Coastal or industrial environments, such as areas with high salt exposure or subject to industrial fallout.
  7. Rust, corrosion, or water damage.
  8. Repairs by unauthorised persons or resellers. 
  9. Continued use after a defect or fault becomes apparent. 
  10. Failure to follow our care and maintenance guidelines. Refer to care and maintenance.
  11. Use of incorrect cleaning material (acid wash or similar) on the door or adjacent.
  12. Incorrect storage or handling after delivery.
  13. Structural issues or weaknesses at the installation site, including but not limited to hollow cavities, masonry, or similar surfaces. This includes any weakening, cracking, deterioration, or collapse of the structure or surface during installation or use, to which the product is or is intended to be affixed.
  14. Normal wear and tear, including but not limited to scratches, paint rubs, and scuffs on panels or at door panel joins.
  15. Minor defects not visible from a normal viewing position. A normal viewing position is defined as observing the surface from a distance of 5 meters in normal daylight and under non-critical light conditions, where the light striking the surface is diffused and not glancing or parallel to the surface.
  16. Cosmetic damage on the back of doors.
  17. Natural timber doors.
  18. Pre-existing products that are not supplied and installed by us.
  19. Third-party devices or modifications.
  20. Garage doors are not designed to be watertight or debris-tight fixtures. Damage or issues caused by driving rain, excessive water intrusion, or penetration of debris, rodents, or pests will not be covered under this warranty. Please note that garage doors are classified under Class 10 of the building code as non-habitable structures, and the bottom weather seal is not intended to act as a water barrier.
  21. Damage caused by insects, dirt, plants or other objects.
  22. Electrical issues or surges, faulty or unsuitable electrical wiring of buildings.
  23. When manually operating the garage door, users should guide the door slowly and steadily until it is fully opened or closed. At no time should the door be flung or allowed to move uncontrollably. The applied manual force must not exceed 20kg, as the door’s spring system is designed to bear the weight and facilitate smooth operation. Failure to comply with these guidelines may result in damage to the door or its components, which will not be covered under this warranty. 
  24. Signal or transmission issues, including unavailability, caused by radio frequency or electrical interference.
  25. Faulty installations not performed by us.  
  26. Opener sensitivity adjustments (refer to manuals).
  27. Opener coding and programming (refer to manuals).
  28. Battery backups and manual releases are for emergencies only. Continued use will not be covered. 

Eco Garage Doors reserves the right to change our warranty, terms and conditions at any time without notice.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may have a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You may 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. The benefits to You under Our warranty are in addition to (and don’t exclude, restrict or modify) any other rights and remedies You may have under the Australian Consumer Law.

Warranty Conditions

Balance of payment to all non-account customers together with cleared funds is required minimum 48 hours prior to installation / dispatch in business days. Product can be viewed in factory prior to payment. Any cancellation made 48 hours prior (business days) to installation date will incur a $450* rebooking fee per door.

  1. The client id referred to as the “buyer” and Eco Garage Doors as the “supplier”.
  2. All items supplied shall remain the property of the supplier until payment is made in full.
  3. The supplier (Eco Garage Doors) reserves the right to process balance of payment via customer credit card prior to installation.
  4. If an existing door is removed by the supplier, the supplier takes no responsibility for damage to the buyer’s property where such damage was necessary for the removal of the door and associated components.
  5. It is the buyer’s responsibility to have clear access from the street to the garage, the internal garage clear of any obstructions (i.e. cars, bikes, boxes, building material etc.) for installation of door. All sites must comply with Australian state OH&S LAWS,Failure to do so will result in a $450* rebooking fee per opening/ or if buyer wants to clear garage while fitter waits on site, a minimum fee of $180 will apply and $90 per half hour after.
  6. It is the buyer’s responsibility to ensure that motor vehicle shall fit in the garage with the door and motor fitted.
  7. Power points or any electrical works to be completed by buyer only. Buyer needs to ensure general purpose power outlet (GPO) is set back enough to not impede the opener or door operation in anyway.
  8. The supplier takes no responsibility for gaps between the garage door and lintel where the lintel is bowed or uneven;  The supplier takes no responsibility for gaps between  floor and the door not withstanding a taper is supplied to the door, where the level of the garage floor is uneven or sloping. Garage doors are installed square and level to the opening not to the floor.
  9. The buyer understands and accepts that the actual door or replacement  panel colours may vary from paint charts or samples and an exact match with an existing door cannot be guaranteed, and that paint rubbing may occur in between finger proof panel joints. This is not deemed a warranty issue.
  10. Where after manufacture of a door or a door installation is deferred at the buyers request the buyer shall pay the balance of monies due for the door and associated items within 7 days of the original date set for installation or alternatively pay a storage fee of $50 per week.
  11. Price subject to final site measure.
  12. The supplier reserves the right to use touch-up paint on the front or rear of all doors.
  13. Cosmetic warranty claims are only valid for the front face of all doors. Cosmetic warranty is not valid for the back of door or between panel breaks (tongue and groove).
  14. It is the buyers responsibility to obtain any permits, traffic management, acoustic and energy tests, reports and certificates.
  15. Reverse roller doors are more susceptible to paint rub or scuffing than “standard” roller doors. No warranty or repair claims will be accepted as a result of paint rub.
  16. Frame only sectional doors; it is the responsibility of the buyer to ensure that the maximum door panel weight is not exceeded. Exceeding the maximum weight risks component failure that can cause injury or death. Neither the supplier or our installers accept any responsibility for loss or damage caused by total weights that exceed the maximum allowable specification for the door frame or hardware. The supplier reserves the right to refuse commissioning on doors that are considered to exceed maximum specifications until evidence of weight compliance is produced. Additional weight of cladding by others must be confirmed at time of order: Should cladding weight performed by others be greater or less than 10kg as noted at time of sale, additional charge may apply.
  17. Manual locks will not be installed to doors with openers. 
  18. Interfacing with building services (fire, security, access, etc) is not included.
  19. Shop drawings are not included unless part of an agreed contract 
    1. If included as part of contract; 1 major & 1 minor revision allowed.
    2. Further revisions to be charged $150.00 per hour.
  20. Installation during standard working hours. No allowance has been made for installations outside normal working hours including weekends and public holidays. 
  21. Any cosmetic damage caused by the supplier during installation to structure/ opening including installers cutting/checking for secured fixing points in the garage; The supplier reserves the right to repair not replace. The buyer understands that all practical completion of the opening/garage must be done post-installation of the garage door. The Supplier is not responsible for final paint touch-ups to ceiling or walls, plaster rectification, cornice work, trimming of packers and other components secured to, on, or around the garage to ensure the garage is ready for handover / complies with building inspection.
  22. If the buyer has removed an existing Garage door or the Garage security on their own prior to Eco Garage Door installation, the buyer accepts that Eco Garage Doors will not be liable for security at the property if unable to attend installation due to any unavoidable circumstance. The buyer will be required to agree to the “Conditions of Install” and will be liable for any security risks imposed to the property has until the “Conditions of Install” is complete. In the instance of manufacturing error, the buyer understands that Eco garage doors are not liable for any security expenses or losses on site.
  23. Remotes, wall buttons and accessories may/will be posted out along with warranty and door information 48 hours after installation is complete.
  24. Changes or cancellation of the order, once placed, will incur fees. Refer to the supplier for current rates.
  25. Any work undertaken on site by the supplier such as cutting of cornice, installation of packers etc practical completion needs to be done by the buyer not supplier
  26. The Supplier is not responsible for any structural work, damages, cracking, deterioration of ceiling, walls , plaster, or fixings after the installation.
  27. Any third party add Ons or componentry which includes openers, handsets, receivers etc* fitted by an authorised eco fitter will not be covered under any warranty. The supplier takes no responsibility to liability for any errors or omissions of said goods.
  28. The buyer understands that any additional work or additional parts not quoted for will be chargeable.
  29. In the instance of service maintenance and installation the supplier only warranties the quoted work; the supplier takes no responsibility or liability for any existing structure, doors, openers , cladding , wear and tear etc.
  30. Practical completion is the day of installation and doors are commissioned on installation.
  31. The warranty period starts from the day of garage door installation.

* Price can be subject to change without notice

Conditions of Install

Eco Garage Doors outlines the following conditions for correct installation. Eco Garage Doors will not take responsibility or liability for any
non-compliance. The provisions will be checked BEFORE installation commences & made known to the client or client representative. 

Opening to be fitted

  • Head of opening no more than 10mm out of level across door width.
  • FFL of opening no more than 10mm out of level across door width.
  • Left & Right side reveals no more than 5mm out of plumb over height
    of the door.

Fixing / Anchoring

  • Required solid noggins has been mechanically fixed as per the Eco Noggin plan.
  • Required solid noggins (where applicable) have been installed to ceiling.
  • There are no other services within the fixing zone that can be damaged during installation.
  • All Solid fixing / Noggins need to be flush with plaster, blue board, render, hebel, must be flush with the structure where the door is fitted. No voids, foam or insufficient materials between the fixing point and door anchor points.
  • Always refer back to the noggin plan
  • The builder is required to supply photos showing all noggins installed before the plaster is installed.

Power supply / location

  • Required GPO has been installed at the correct location for door operation / commissioning.
  • Adequate temporary supply has been provided to carry out commissioning.
  • There are no other services within the fixing zone that can be damaged during installation.

General

  • Installation contractor requires 6 hours clear access to the area for install. Delays on site due to disruptions from construction activities will incur a a minimum fee of $180 will apply and $90 per half hour after.
  • Return trips required to complete installation &/or commissioning will incur standard rebooking fees $450* per opening.
  • It is the buyer/ resellers responsibility to ensure that the opener and door components are fit for purpose.
  • It is the buyer / resellers responsibility to ensure the garage door and all its components are protected from weather conditions.

Care and Maintenance

Thank you for choosing a new garage door from EcoGarageDoors. Your door requires minimal maintenance and will operate efficiently for many years to come.

Cleaning

  • Use only a mild cleaning agent (such as dishwashing liquid) that has been diluted in warm water.
  • Only use a soft linen cloth or sponge.
  • Abrasives and solvent based cleaning agents should NOT be used under any circumstances. They will damage the finish of the door.

To clean your door, follow these 3 easy steps:

  1. Dampen the garage door with a fine water spray to remove dust.
  2. Wash the door with the mild cleaning agent, using a linen cloth or soft sponge.
  3. Rinse off soap with water.

Servicing

To ensure maximum longevity of your garage door and not void any warranties, it needs to be serviced by one of our authorised technicians at least once every 12 months, or according to the following schedule:

  • Low to moderate use (1-4 cycles per day; every 12 months) 
  • Moderate use (5-15 cycles per day; every 6 months) 
  • High use (over 15 cycles per day ; every 3-4 months) 

Please consult the supplier for spring life cycle to arrange appropriate maintenance and replacement recommendations.

Service Charges

Eco Garage Doors reserves the right to charge for service where the service request is for issues outside of the product warranty.
Service charges will be applied where there is:

  • Non-warranty related faults or failures
  • Rectification of errors caused by installation contrary to manufacturer specification or installation manual.
  • Incorrect, incomplete and/or unsafe installations.

Coding and programming of openers isn’t covered by any warranty, it is the customers responsibility to read the manual.

An Order/ Invoice number or Job reference number must be supplied for Warranty Service Requests to be accepted by Eco Garage Doors