Warranty Information

WARRANTY, MAINTENANCE AND CALLOUT FEES INFORMATION FOR SCREENS & SHUTTERS

CALLOUT FEES AND CHARGES

Where any product supplied by the Starline Security is deemed NOT covered by a supplier warranty a CALLOUT FEE will apply. This fee is dependent upon travel distance, time on site and on the degree of validity of the warranty claim but can be no more than $150 plus product and parts.

FAQ: “I thought it was warranty. I don’t think it is fair that you are charging me this callout fee?”. While we understand that it may be difficult for our clients to determine whether a situation may or may not be covered under warranty there are some clear indicators where a product will not be covered under warranty. Please assume that all technician visits are not covered under warranty and prepare yourself to be charged a callout fee. The vast majority of technician callouts are not warranty but instead general service items. Just like a car needs regular servicing, so do our products, and failure to conduct regular and required servicing of your product will more than likely result in a warranty claim being denied.

  • Physical damage. If a product is physically damaged in any way it will not be covered under warranty. Saying “It just broke by itself” will not suffice. Sorry.
  • The product is not actually faulty. Examples of this include but are not limited to:
    • A sliding door has fallen off it’s tracks. This is a common occurence with modern insect and security doors and clients need to learn how to put a sliding door back on it’s runner. We can email you instructions on how to do this. Please call or email us. Thanks.
    • House movement. Misaligned locks due to house movement is not covered under warranty.
    • The face of a sliding door lock is broken. This occurs when someone slams a sliding door shut with too much speed or force. This is considered physical damage. Please close sliding doors with care.
    • Bent door closer arms or the top hinge has broken when a hinged door is fitted with a door closer. This occurs when clients pull on a hinged door to close it faster than the door closer would normally close the door. Do not do this. Wait! Let the door closer do it’s job to bring the door closed. If assistance is needed to close the door fully then maintenance is required not force. If you need to force a door closed it has a problem. Please call us and we will come out and fix it.
    • Intermittent problem. If our technician can find no fault with the product and cannot, despite their best efforts, cause the intermittent problem to occur they will conduct a general service and maintenance procedure on the product. In this situation the callout fee will apply.

General Warranty

Starline Security agrees to abide by the “Consumer Guarantee Applying to Goods” as set out by the Office of Fair Trading. In doing so Starline Security urges the consumer to ensure that they have read the product disclosure statement of any product intended for purchase to ensure that the product is suitable for the consumer’s intended use. In addition to the consumer guarantee Starline Security expressly warrants each product to be free from fault for a period of 12 months from the date of purchase except where goods have been misused or wilfully damaged or worked on or tampered with by any person not authorised by this company to do so. It is also a condition that the care and maintenance advice for the product has been adhered to.

Where any product supplied by the Starline Security is covered by a supplier warranty for a period greater than 12 months then the company agrees to assign that warranty to the purchaser.

All warranties offered herein are non transferable and only apply where the goods have been paid for in full. Proof of purchase will be required in determining liability for any warranty claim.
Starline Security strives to provide the best products manufactured from only quality components, however no warranty or guarantee is offered on the performance of any product in the event of wilful damage or misuse.

CARE AND MAINTENANCE OF YOUR POWDER-COATED PRODUCTS

The effects of ultra violet light, pollution, dirt, grime and salt deposits are detrimental to a powder-coated surface as they accumulate over time. To comply with warranty requirements and extend the life of your Barrier screen products a very simple maintenance program should be implemented.
As a general rule, cleaning of the powder-coated surface must take place regularly. However in areas where pollutants are more prevalent, especially in coastal or industrial areas, a cleaning program should be carried out on a more frequent basis. See Definitions of Environments and Maintenance Intervals below.

To clean the powder-coated surface:
Carefully remove any loose deposits with a wet sponge.
Use a soft brush or cloth (non abrasive), and a mild household or carwash detergent to remove other deposits. Do not use steel wool, scrapers, scouring liquids or powders as they will permanently scratch the coated surface. Rinse off with clean water.

Please note that detergents that recommend the use of gloves when handling should be avoided as this is a good indication that the detergent is harsh, and therefore unsuitable for cleaning the powder-coated surface.

Should you wish, a Secureview screen cleaning mitt is available at $29.50 including postage and handling. The Secureview screen cleaning mitt was specifically designed for cleaning powder-coated surfaces and will extend the expected life of your screen products.

CARE AND MAINTENANCE OF YOUR INTERNAL SHUTTERS

The effects of ultra violet light, pollution, dirt, grime and salt deposits are detrimental to the components of internal shutters as they accumulate over time. To comply with warranty requirements and extend the life of your shutters a very simple maintenance program should be implemented.
As a general rule, all shutters require regular dusting. However in areas where pollutants are more prevalent, especially in costal or industrial areas, a cleaning program should be carried out on a more frequent basis. See Definitions of Environments and Maintenance Intervals below.

DEFINITIONS OF ENVIRONMENTS AND MAINTENANCE INTERVALS

MILD: Being rural, away from the coast and remote from industry and urban activity.
( 6 Months Maximum )
MODERATE: Being mainly urban, inland away from heavy industrial activity.
( 3 Months Maximum )
SEVERE: Being coastal or marine, within 15kms of the coast or subject to salt deposition. Close proximity to industrial activity.
( 2-4 Weeks Maximum )

INDIVIDUAL PRODUCT WARRANTIES

SECUREVIEW

CARE & MAINTENANCE

Please follow the “Care and Maintenance of Your Powder-Coated Products” guide.
Should you wish a Secureview screen cleaning mitt is available at $29.50 including postage and handling. The Secureview screen cleaning mitt was specifically designed for cleaning powder-coated surfaces and will extend the expected life of your Barrier screen products.

WARRANTY
Installation 12 months
Assigned Manufacturers Warranty 11 Year Secureview Warranty.
Powder-Coating 3 Years
Locks, rollers and closers 12 months unless a component manufacturer warranty specifies a period greater than 12 months (warranty periods over 12 months will apply to that component only)
All other components 12 months

DIAMOND GRILLE PRODUCTS AND FLYSCREENS

CARE & MAINTENANCE
Please follow the “Care and Maintenance of Your Powder-Coated Products” guide.

WARRANTY
Installation 12 months
Powder-Coating 3 Years
Locks, rollers and closers 12 months unless a component manufacturer warranty specifies a period greater than 12 months (warranty periods over 12 months will apply to that component only)
Structural 3 years
Fly Screening 5 year warranty against perishing only applies to our flyscreens.

Xceed PRODUCTS

CARE & MAINTENANCE
Please follow the “Care and Maintenance of Your Powder-Coated Products” guide.

WARRANTY
Installation 12 months
Powder-Coating 3 Years
Locks, rollers and closers 12 months unless a component manufacturer warranty specifies a period greater than 12 months (warranty periods over 12 months will apply to that component only)
Components 2 Years
Structural 7 Years

ALUMINIUM SHUTTERS

CARE & MAINTENANCE
Please follow the “Care and Maintenance of Your Powder-Coated Products” guide.

WARRANTY
Installation 12 months
Powder-Coating 3 Years
Locks, rollers and closers 12 months
Components 2 Years
Structural 5 Years

BASSWOOD SHUTTERS

CARE & MAINTENANCE
Please follow the “Care and Maintenance of Your Internal Blinds” guide.
Regular dusting of the shutter will ensure no build up of dust and grime occurs. Any other form of washing of the blinds is not recommended. It is recommended that the slats be rotated on a regular basis to ensure that any natural fading of the blinds occurs evenly.

WARRANTY
Installation 12 months
Components 5 Years
Shutter panels 5 Years
*This warranty does not cover normal weathering which may cause coloured surfaces to fade or darken over time.

CELLUCA, FAUXWOOD or PVC SHUTTERS

CARE & MAINTENANCE
Please follow the “Care and Maintenance of Your Internal Blinds” guide.
Regular dusting of the shutter will ensure no build up of dust and grime occurs. If required wipe stains with a soft cloth soaked in very mild soapy water, sponge clean and dry. Any other form of washing of the shutters is not recommended. It is recommended that the slats be rotated on a regular basis to ensure that any natural fading of the shutters blades occurs evenly.

WARRANTY
Installation 12 months
Components 5 Years
Assigned Manufacturers Warranty 20 or 25 Years depending upon type
*This warranty does not cover normal weathering which may cause coloured surfaces to fade or darken over time.

How Our Process Works. We’ll take care of everything for you

FROM YOUR INITIAL CONTACT THROUGH TO YOUR FINISHED RESULTS STARLINE SECURITY WILL IMPRESS

 

STAGE 1.01: Quoting

You can call us or send a web enquiry and our team will contact you to arrange your quote. My staff will arrange either an on-site quote appointment where one of our dealers will come out to see you to discuss the alternatives and provide you with a quote or quote options.

Alternatively, you may already know what you need. In this case, it is much easier to email our dedicated internal sales division with either your house plans, photos of each window or door opening you need a screen or security door for, and/or descriptions of your requirements. Our sales staff can email you a quote estimate without the need to come out to your premises. Many clients prefer this method as it does not require you to take time off work or interfere too much with your schedule and although the quote estimates we provide are as accurate as possible, as we have not inspected physically, they are subject to final check measure.

Stage 1.02: Measuring.

Once you are happy with our quote and agree to go ahead with the order, our sales staff will arrange a dealer to conduct a final check measure on-site or at your premises. Your dealer will update your quote if required and confirm with you any variations. We do need to measure very accurately to ensure your fully customised products fit in the best possible way. Measuring also includes other factors like colour selection confirmation, product type and style per window or door, grade and any other accessories and options. These details will be updated in your quote and will need to be approved by you to your dealer prior to production commencing. This is also the point at which your deposit is required.

Stage 2.01: Production

Once your check measure has been completed and the deposit also confirmed, production of your order can commence. Your dealer will process your order and send your order through to our production facility. Depending upon the product type, colour and other details production of Insect and Security Screens or Doors can take as little 24hrs or as much as 30 days. Typically though, production of a clients total order takes between 7 and 14 days. Once production is completed the production facility informs our sales division who will then contact you to let you know your order is ready for installation. Many clients wish to know when their installation will be or require an installation date prior to placing their order. Once a check measure has been completed and production consulted our team can give you a production completion estimate date. We can also give you installation guarantees but only if your installation deadline requirement is more than twice our typical production lead time for your order. This often happens when clients are building a new home etc and they need to know we can install on or near a handover date. Our production facility utilises a first in first out multi-factor sequenced order schedule that gets all client orders completed in the least possible time. Our sales team, our admin team or a dealer are not able to influence the production sequence or result in any way but rest assured that by adopting this process separation your order is being completed in the shortest time possible, under the most strict quality controls ensuring the product our dealers are installing for you is the best it can be.

Stage 3.01: Installation

Once production has been completed our sales team will contact you to arrange your installation. Our dealers are often quite busy however our target is for most installations to occur within 2 to 5 days of production completion. We can arrange for work on Saturday if required and our installation team can be at your home to start installations from 7 am. Finish is typically around 4 pm. Our dealers or our sales team will contact you if there is a problem, such as a dealer not being able to attend site due to sickness etc and for us to either arrange for another staff member to complete their installation at the same time or to arrange another time. We do everything possible to avoid re-scheduling installation times and have additional experienced installation staff on hand to take over should the need arise. Our dealers are our team of professional sales, measuring and installation personnel who will be your main contact at Starline Security for all product and quoting price negotiations and related technical aspects of your order. We try our best to ensure that one dealer takes your entire order through from quote confirmation, check measuring and the installation. This way you will know who is coming to your home to do your installation and you have met them prior during your on-site quote or on-site check measure. We feel this is a much better way of conducting ourselves rather than having multiple staff completing the different stages and you also have one main point of contact at Starline Security dedicated to ensuring your order is completed in a timely and professional manner.

Stage 4.01: Job Completion

Once your dealer has completed your installation, cleaned up after themselves, shown you how everything works and handed over your keys, you can sit back and enjoy your new screens and doors. But hang on. Before you relax entirely there are a few more things needed to finalise your order.

Stage 4.02: Payment

You will need to complete the final payment. Your dealer can take your payment directly or you can call the office to make your final payment or via direct deposit into Starline Security's bank account. Commercial customers will need to sign off that their dealer has completed the work to their satisfaction.

Stage 4.03: Review Us

We also encourage everyone to review our dealers, our product and us and will email you links to review us with your final payment receipt. Or you can add your review here:

Word of Mouth Reviews

Google Reviews

Testimonials