Products fail. It happens. What matters is who fixes it, and how fast.
When a product fails during its warranty period, most people do the natural thing: they call whoever installed it. That is reasonable. But understanding exactly who is responsible for what under Australian Consumer Law will save you time, frustration, and a lot of unnecessary back-and-forth.
How warranty responsibility actually works
Under Australian Consumer Law, warranty obligations sit with the manufacturer, not the installer. When we install a gate motor or roller door motor from any branded manufacturer at your Darwin, Palmerston, or wider Top End property, we are acting as licensed tradespeople. We are responsible for the quality of our workmanship. The manufacturer is responsible for the product.
This is not small print. It is the law. The manufacturer has their own warranty agents, their own assessment process, and their own obligation to remedy product defects. Our job is to connect you with the right people quickly, not to take on a legal obligation that belongs to someone else.
What this looks like in practice: if we install a gate motor and the wiring fails because of how we connected it, that is our responsibility. If the motor’s PC board burns out because of a manufacturing defect, the manufacturer is the responsible party under their product warranty.
What we do when something goes wrong
Our job does not end at installation. When a product fails, we do not leave you to work it out alone.
We identify the nature of the fault. If it is our workmanship, we fix it. If it is a product defect, we direct you to the manufacturer’s warranty process and, where we can, we give you a direct contact, not just a 1300 number. We stay involved until you have a clear path to resolution.
That is not passing the buck. That is following the law, being honest about how responsibility works, and making sure you are connected to the right people rather than the wrong ones.
A note on how warranty questions come up
Occasionally customers contact us unsure about where a warranty responsibility sits. Sometimes they have read something online, or heard from someone else, that left them with the wrong impression of what an installer is legally obligated to do.
We welcome those calls. We would rather spend five minutes explaining how warranty responsibility works than have a customer stuck in the wrong process, waiting on the wrong party to act.
If you are ever unsure, call us. We will tell you exactly what is what.
Our standard. Always.
Dunwrights Doors & Gates has built its reputation over many years on one thing: doing the right thing, even when it is inconvenient. We warranty our workmanship without question. We keep spare parts local so you are not waiting weeks for a resolution. We respond fast.
What we will not do is misrepresent legal responsibility to make ourselves look more accommodating than the facts allow. That would not serve you. It would not be honest. And it is not how we operate.