Quality you can rely on
CATIVE™ products are manufactured to high quality and workmanship standards. CATIVE™ provides a 2-year limited warranty, with electronic components and mechanically stressed parts covered for 18 months, to the original consumer purchaser.
During the applicable warranty period, CATIVE™ will replace, free of charge, parts proven to be defective in materials or workmanship, subject to the terms and exclusions below.
Proof of Purchase & Inspection
Original proof of purchase is required for all warranty claims. Customers should inspect the product thoroughly before installation. Scratches, surface damage, shipping damage, or other visible damage must be reported to CATIVE™ within 5 days of delivery.
Service & Labour
Replacement parts approved under warranty may be provided free of charge where applicable. Repair labour, installation/removal costs and door-to-door service are not included in the warranty. Service charges depend on the work required.
Warranty Limitations & Exclusions
The warranty does not cover damage or failure resulting from misuse, abuse, negligence, accidents, improper installation, unauthorized repair or modification, inadequate maintenance, hard water or mineral deposits, corrosive materials, transportation or shipping damage, normal wear and tear, or failure to follow installation and care instructions.
- Any condition resulting from other than ordinary residential use or use for which the product was not intended, including rental, contract trade or commercial use.
- Incorrect or inadequate maintenance or care.
- Misuse, abuse, negligence, accidents or shipping damage.
- Buyer’s remorse.
- Damage incurred during transportation, assembly or maintenance.
- Used or previously displayed products.
- Damage caused by acts of nature such as lightning, floods or earthquakes.
- Discontinued or display products purchased through discount outlets, unauthorized dealers or clearance channels.
Warranty Claims
To submit a warranty claim, email info@cativecanada.com. Please provide proof of purchase, purchase date, product/model information, a description of the problem, and photos or video where applicable. Additional troubleshooting information may be requested before a claim is approved.
Once a claim is approved, CATIVE™ will provide instructions for the applicable repair, replacement part or other warranty service.
Product Care
Regular cleaning with mild soap, warm water and a non-abrasive cloth or sponge is recommended. Avoid abrasive or corrosive cleaners. If a stronger cleaning solution is necessary, test it on an inconspicuous area first, then rinse the surface completely with water. Proper care helps maintain the appearance and performance of your CATIVE™ product.
Returns & Exchanges
Most new, unopened and unused products that were not special orders may be returned within 15 days of delivery, subject to the conditions below.
- Products that have been opened, used or installed are not eligible for return.
- Products damaged through improper installation or customer transportation are not eligible for return.
- Returns made more than 15 days after delivery are not accepted.
- Returns or exchanges must be authorized in advance by emailing info@cativecanada.com. Unauthorized returns will not qualify for refund or exchange.
- For purchases not picked up within 90 days after a deposit has been paid, a requested deposit refund is subject to a $50 handling fee.
For hygiene and safety reasons, installed or used smart toilets cannot be returned.
Important
Please read all product installation and operating instructions carefully before installation and use. Damage resulting from improper installation or incorrect use is excluded from warranty coverage.