Warranty

Produits Neptune warrants to the original purchaser and consumer that its products will be free from defects in material or workmanship when properly installed, pursuant to Produits Neptune installation instructions for the units and their respective warranty periods. Each Produits Neptune product has been subjected to rigorous quality controls and we guarantee that it conforms to the highest quality standards. In order to ensure a trouble-free installation, we strongly recommend that you read the installation manual and our warranty terms joined with the product carefully before beginning any work. Our warranty covers parts and labor for repairs only and does not cover additional costs related to defective product replacement.

Price, Payment, and Warranty Terms

Please note that this warranty page includes information on prices, payments and warranty terms for products purchased and installed in Canada.
For the United States warranty page, please click here.

Price

Orders are accepted based on the prices in effect at the time of shipment of a price list, and prices are subject to change without notice. All prices shown are the manufacturer’s suggested list prices in CAD ($) / USD ($) and are subject to a trade discount as determined by Produits Neptune Inc., LLC or its subsidiaries (hereafter collectively, “Produits Neptune”). Orders will be invoiced at the price in effect at the time the orders are placed. Selling prices may be adjusted during the year without notice if, for instance, transportation (or other) costs increase due to fuel surcharges or other unforeseeable changes.

Conditions of Acceptance

The acceptance, shipment, or delivery of any order is conditional upon credit approval by Produits Neptune and upon these sales terms and conditions applying to the order and not any others unless specifically agreed to in writing by Produits Neptune. Produits Neptune reserves the right to require satisfactory security for the performance of the purchaser's obligations prior to making a shipment on any order. Any sold merchandise remains the property of Produits Neptune until full payment is received, in accordance with applicable laws, such as the Uniform Commercial Code — Sales in the United States.

Terms of Payment

General payment terms are set at net 30 days. An overdue account will incur a monthly rate of 2% (26.82% per annum, compounded monthly). No goods will be delivered to customers not complying with our sales and payment conditions.

Taxes

All published prices are exclusive of applicable taxes.

Lost Merchandise

Upon receiving a shipment, if the recipient notices that certain products are missing, he/she/they must immediately notify the appropriate Produits Neptune or Produits Neptune subsidiary customer service department. The recipient should then specify which products, as indicated on the delivery slip, are missing in the shipment and must also countersign the delivery slip. The enclosed bill of lading allows the recipient to verify the shipped and received merchandise.

Shipping Damage

Any damage that occurs during shipping is the responsibility of the carrier. Produits Neptune will not be held responsible for shipping damage. The recipient or installer should carefully inspect the product upon receipt to ensure it is free of damage. If any damage is found, it should be noted on the freight bill, and a claim should be filed against the carrier as soon as possible. The installer or building contractor, acting on behalf of the recipient or the user, is responsible for inspecting the unit prior to installation to ensure it is free of defects or damage. If any issues are discovered, the unit should not be installed. Produits Neptune is not responsible for any problems, costs, damages, or claims that could have been identified, repaired, or prevented by proper inspection and testing before installation.

Return Policy

Produits Neptune offers a limited merchandise return program. Please refer to the Door Return Policy. Products may be returned under specific conditions.

• The product is in its original, new condition and has not been previously installed or used as a display;
• The product has been in the customer’s possession for less than twelve (12) weeks;
• The product is still available in the most current price list (not discontinued) or has not been announced for discontinuation;
• The product is in a standard color or finish, as indicated in the most current price list;
• Any stock product may be returned. To know if a product is a stock unit, please contact the customer care department; and/or
• The product was received in error, does not represent what the customer ordered or has a manufacturing defect.

Prior to returning any merchandise to Produits Neptune, customers must complete and submit the RGA Request Form. This form is used to provide general and specific information about the unit(s) being returned. Produits Neptune will then issue a written authorization for the return by providing an RGA number. All products will be inspected before credit reimbursement is processed, and Produits Neptune reserves the right to reduce the reimbursement amount under certain conditions.

• Produits Neptune will apply a 25% restocking fee for all returns, except for manufacturing defects or company errors.
• A repair cost will be applied against the credit reimbursement for any repair required to bring a product back to 100% resalable condition. In these circumstances, the customer will be notified.
• The freight costs must be prepaid by the customer for any unit returned via common carrier.
• The product is in a standard color or finish, as indicated in the most current price list;
• Any stock product may be returned. To know if a product is a stock unit, please contact the customer care department; and/or
• The product was received in error, does not represent what the customer ordered or has a manufacturing defect.

Products are not eligible for return to Produits Neptune under the following conditions:

• The product has been previously installed, drilled, permanently marked, spray painted, or in any other way altered from its original condition;
• The product is “weathered”; degraded due to outdoor storage or exposure to the elements, resulting in discoloration;
• The product is defective due to negligent storage; or
• The product is equipped with any accessories or options.

Cancellation

Orders must be cancelled within twenty-four (24) hours of receipt of confirmation from Produits Neptune. All cancellation requests must be submitted in writing by email or fax, and must be confirmed by Produits Neptune.

Design & Dimension

Produits Neptune reserves the right to discontinue products at any time or to change specifications and/or design without notice and without incurring obligation. All dimensions are approximate and subject to change without notice.

Colour Variations

CLIENTS SHALL INFORM THE OWNER/END-USER ABOUT THE FOLLOWING CONDITIONS AND WARRANTIES
Produits Neptune shall not be responsible for variations in granite color, wood grain, or color shades in the natural wood used; or for slight differences in color or texture of the material delivered in relation to the sample shown or provided to the purchaser. The purchaser may not use such differences as a reason to obtain a price discount or to cancel the order.

Product Image Variation

CLIENTS SHALL INFORM THE OWNER/END-USER ABOUT THE FOLLOWING CONDITIONS AND WARRANTIES
Produits Neptune shall not be responsible for small variations between photos and the actual product:
The actual product may vary slightly, without notice, from the product shown in images.
The actual product colors, including Utile wall colors, may vary from the colors shown on the customer’s computer monitor and/or on printed representations, or what appears online.

Maintenance

CLIENTS SHALL INFORM THE OWNER/END-USER ABOUT THE FOLLOWING CONDITIONS AND WARRANTIES
Regular disinfection provides an effective defense against various types of bacteria that can develop in the deposits that build up over time in all bathtubs and showers. For daily maintenance cleaning, use a moist cloth and gentle liquid detergent. For acrylic surfaces, occasional use of a special acrylic surface cleaner (such as Lumashine or Lumacream) will add luster and protect the finish.
Certain types of therapeutic products, when added to bath water, or if applied (non-diluted) directly into the bath, may damage the unit finish. Test the product on a small, inconspicuous surface prior to use.
Do not use abrasive cleaners, scrapers, metal brushes, or any items or products that may scratch or dull the surface. Mirrors should be cleaned with non-ammonia based cleaners only.

Certifications

Produits Neptune products are certified by one or more of the following certification agencies: ICC-ES, UPC, WaterSense and ECORESPONSIBLE. Certain models are pending certification approval. Certification may be terminated by Produits Neptune or certification agencies without notice. The symbol ®/R indicates a registered trademark of Produits Neptune or an affiliated company. The symbol TM indicates a trademark of Produits Neptune or an affiliated company.

© Produits Neptune Inc., 2018

^(*)However, there is no warranty against discoloration or other damage caused by food or cooking items, cleaning implements, cleaners, or other chemicals or compounds used to install or clean the tile.

Commercial Limitations

In addition to the above conditions and limitations, the warranty period for products installed for commercial applications or used in commercial ventures are one (1) year from the initial date of purchase by the owner/end-user, contractor, or builder from an authorized dealer.

Limitations

When a showroom product is sold, the warranty period begins on the date of purchase from Produits Neptune Entrepreneur by the retailer. If the product is sold by Produits Neptune as a display, Produits Neptune's standard warranty applies.

For commercial use, all products have a 1-year warranty against manufacturing defects.

The Produits Neptune warranty is solely for the personal household use of the original owner/user and starts on the date of purchase from Produits Neptune or Alcove by the retailer. The warranty will take effect when the original owner/user presents the original bill of sale. The warranty is not transferable to subsequent owners. All products replaced or repaired by a qualified and certified technician during the warranty period will still be covered for the remainder of the original warranty.

This warranty shall not apply following incorrect operating procedures, breakage or damages caused by normal wear and tear, fault, carelessness, abuse, misuse, misapplication, improper maintenance, alteration or modification of the unit, as well as chemical or natural corrosion, accident, fire, flood, act of God, or any other casualty. This warranty shall not apply to stains or malfunctions caused by ferrous water, hard water or salty water.

Like any product of lasting quality, Produits Neptune products and accessories require a certain amount of upkeep to preserve their finish. Clean your new Produits Neptune product with a mild soap, rinse thoroughly with warm water, and dry with a clean, soft cloth. Never use cleaning products containing abrasive agents, ammonia, bleach, acid, wax, alcohol, or solvents. Failure to comply with these maintenance instructions may invalidate the Produits Neptune or Alcove warranty.

Produits Neptune strongly recommends that its products—for example, but without limitation, shower doors and other items—be installed by professionals with experience in bathroom product installation. Installation of shower doors by an inexperienced person may result in glass breakage and, consequently, cause personal injury or death.

Produits Neptune is not liable for any costs, damages or claims resulting from the purchase of products that do not fit through openings or existing structures. Produits Neptune is not liable for any costs, damages or claims resulting from defects that could have been discovered, repaired or avoided by inspection and testing prior to installation.

Produits Neptune is not liable for personal injuries or death to any person or for any direct, special, incidental or consequential damage, loss of use, loss of time, loss of profits, inconvenience, incidental expenses, labor or material charges, or any other costs resulting from the use of its products or pertaining to the application of the present warranty, or resulting from the removal or replacement of any product or element or part covered by this warranty.

• No return on products sold in liquidation.
• No warranty on products sold in liquidation.
• No return on products sold with a system or option.
• All systems and options automatically come in the same colour as the bathtub unless otherwise specified on the purchase order.
• No return on products sold more than 6 months ago.
• 1-year guarantee on purchased parts.

EXCEPT AS OTHERWISE PROVIDED ABOVE, PRODUITS NEPTUNE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE OR COMPLIANCE WITH ANY CODE.

In any case, Produits Neptune cannot be liable for any amount over and above the purchase price paid for the product by the owner/end-user, contractor or builder. All options that are not sold separately as accessories must be factory-installed. Otherwise, the warranty does not apply. This warranty gives the owner/end-user specific legal rights. The owner/end-user may also have other rights, which may vary from one state to another.

Warranty Service

In order to obtain service provided under this warranty during regular business hours, either contact the dealer or distributor who sold the unit, or contact Produits Neptune directly. Produits Neptune will provide the warranty service described above when the following conditions have been met:
(1) the failure is of the nature or type covered by the warranty;
(2) the user has informed an authorized Produits Neptune Agent or Warranty Service Department representative of the nature of the problem during the warranty period;
(3) conclusive evidence (e.g., serial number or proof of purchase) has been provided to the foregoing by the user, proving that the failure occurred or was discovered within the warranty period; and
(4) an authorized independent service person or company representative has been permitted to inspect the product during regular business hours within a reasonable time after the user reported the problem.

Produits Neptune’s warranty obligation shall be discharged upon tender of replacement or repair. The purchaser's refusal to accept the tender terminates Produits Neptune’s warranty obligation. Any product replaced or repaired during the warranty period will be covered during the remaining period of the original warranty.