In the event of a product fault or complaint occurring, the following procedure should be followed:

Telephone Customer Service on 0844 980 0750 having available, your details including post code, the model number and power rating of the product, together with the date of purchase and, where applicable, details of the particular fault.

If required, the Triton Customer Service Advisor will arrange for a qualified engineer to call.

All products attended to by a Triton service engineer must be installed in full accordance with the Triton installation guide applicable to the product. (Every product pack contains an installation guide; however, they can also be bought via our Customer Service Spares Department or downloaded for free from this website).

Our engineer will require local parking and if a permit is required this must be available to the engineer on arrival at the call.

It is essential that you or an appointed representative (who must be over 18 years of age) is present for the duration of the service engineer's visit. If the product is in guarantee you must produce proof of purchase.

Where a call under the terms of guarantee has been booked and the failure is not product related (i.e. scaling and furring, incorrect water pressure, pressure relief device operation or electrical/plumbing installation fault) a charge will be made. A charge will also be issued if nobody is at home when the service engineer calls or adequate parking/permit is not available.

If the product is no longer covered by the guarantee an up-front fixed fee will be charged before the site visit.

Should proof of purchase not be available on an “in-guarantee” call, or should the service engineer find that the product is no longer under guarantee, the engineer will charge the same fixed price and the customer will be expected to pay the engineer before he leaves. If payment is not made on the day an administration charge will be added to the fixed charge.

If a debt is outstanding from a previous visit, or from any other Triton purchase, Triton reserves the right to withhold service until the debt has been settled.

Triton takes the health, safety and wellbeing of its employees very seriously and expects customers to treat all staff members with respect. Should any employee feel threatened or receive abuse, either verbally or physically, Triton reserves the right to withhold service and will support the employee with a legal prosecution.

It is the policy of Triton Showers to maintain parts availability for the duration of production and a period of 5 years thereafter in accordance with industry standards. In the event of a spare part not being available a substitute part will be supplied.

Spare parts can be ordered via our online spare parts store, or by telephoning Triton Spares Department on 0844 980 0750. Payment should be made by credit / debit card (excluding American Express or Diners Card). Payment can also be made by pre-payment of a pro-forma invoice, by cheque or postal order.

Telephone orders are based on information given during of the call. Before contacting Triton, please verify your requirements using the information contained in the user guide. Triton cannot accept liability for incorrect part identification.

Should you wish to return your goods you must contact Triton on 0844 980 0750 for an authorisation number.

No return parts will be accepted without this number. The goods must be returned within 14 days of receipt and in a re-saleable condition.

Unless the item is faulty, Triton will not be responsible for the return carriage. Packaging costs, consequential losses or unreasonable postage costs for faulty returns will not be considered. We recommend return goods are suitably packaged, insured appropriately and sent via a ‘traceable’ carrier with proof of posting.

This is in line with European distance selling directives.

Triton products are guaranteed against all mechanical and electrical defects arising from faulty workmanship or materials for a period identified in the user instructions for domestic use only, from the date of purchase, provided that it has been installed by a competent person in full accordance with the fitting instructions. Any part found to be defective during the guarantee period we undertake to repair or replace at our option without charge, so long as it has been properly maintained and operated in accordance with the user instructions, and has not been subject to misuse or damage. The product must not be taken apart, modified or repaired except by a person authorised by Triton. The guarantee applies only to products installed within the United Kingdom and does not apply to products used commercially, or affect your statutory rights.

What is not covered:

1. Breakdown due to:
a. use other than domestic use by you or your resident family
b. willful act or neglect
c. any malfunction resulting from the incorrect use or quality of electricity, gas or water or incorrect setting of controls
d. failure to install in accordance with the installation guide

2. Repair costs for damage caused by foreign objects or substances.

3. Total loss of the product due to non-availability of parts.

4. Compensation for loss of use of the product or consequential loss of any kind.

5. Call out charges where no fault has been found with the appliance.

6. Call out charges where the water supply cannot be isolated, this includes consequential losses arising from unserviceable supply valves.

7. The cost of repair or replacement of pressure relief devices, showerheads, hoses, riser rails and/or wall brackets, isolating switches, electrical cable, fuses and/or circuit breakers or any other accessories installed at the same time.

8. The cost of routine maintenance, adjustments, overhaul modifications or loss or damage arising there from, including the cost of repairing damage, breakdown, malfunction caused by corrosion, furring.

Your agreement to proceed with an order is an offer to purchase the services from Triton on and subject to these conditions. The booking of an appointment for our engineer to visit your property is acceptance by Triton of such order and accordingly a contract is formed at such time.

You may cancel the contract within seven [7] working days from the date the contract is formed, provided always that our engineer has not attended your property at the time of cancellation, by notifying us by telephone on 0844 980 0750. If the cancellation is within one working day of the booking, your fee will be fully refunded, however, if the cancellation is after one working day we reserve the right to retain a booking fee of £15 and refund the remainder of your fee.

We will use all reasonable endeavors to ensure that an engineer visits your property on the agreed date. However, occasionally, due to circumstances outside our control, we may be unable to get an engineer to attend your property on the agreed date. If this happens, we will contact you as soon as is reasonably practicable and agree an alternative date.

If you are unable to allow our engineer access to your property on the agreed date, you must contact us as soon as is reasonably practicable (and in any such event before 12 noon on the day preceding the agreed visit date) to arrange an alternative date for provision of the service. If you inform us after this time, we reserve the right to retain a cancellation charge of £35 (inclusive of the £15 booking fee) and refund the remainder of your fee.

We reserve the right to cancel any appointment if we reasonably believe that the health or safety of our engineer, or legal parking at the property, cannot be guaranteed.

Price and Payment

The fee paid is inclusive of all parts, labour and VAT and is payable in full by you by credit or debit card at the same time as you place an order. Please note card charges may apply. Payment by cheque or Postal Order can be arranged by prior agreement, however, a visit will not be arranged until full payment is received.

If the appliance is covered by Tritons standard or extended warranty, the provision of the service will be free of charge within the terms laid out in the user instructions. You will be asked to provide proof of purchase for your appliance in the form the original purchase receipt. Failing this, the warranty can be determined using the appliance serial number. If you are unable to provide such information prior to an order, we will require a credit or debit card payment. This payment will be refunded in full if and when our engineer is able to validate the purchase receipt during the visit. If you are unable to demonstrate through proof of purchase that the appliance is covered by Tritons warranty, we will be entitled to retain full payment.

The Service

Our engineer will attend your property on the agreed date and will examine the appliance. Our engineers carry a comprehensive range of spare parts. If our engineer is unable to repair the fault, we will arrange a mutually convenient date for an engineer to return to perform the repair.

Our engineer will use all reasonable efforts to repair a fault, however, we cannot guarantee to be able to repair every fault. If an engineer is unable to repair a fault or any repair required as a result of faulty installation, which is not covered by the service, the engineer will inform you of the nature of the fault and advise you of what, in their opinion, is a reasonable course of action. This may include that the appliance is beyond economic repair and requires replacement. In such circumstances, we will be entitled to retain the full fee paid.

If your Appliance is deemed beyond economic repair, we may, at our discretion, offer to supply you with a quotation for a discounted replacement or equivalent appliance.

Once inside your property, if any serviceable part of your appliance has been installed in an area where it is inaccessible and our engineer cannot gain clear and safe access, or it has not been installed in accordance with the user instructions, or the product has not been manufactured by Triton, we reserve the right to retain a call out fee of £68 and refund the remainder of the fee.

Any part of the appliance located in a loft cavity must have safe floor boarding directly from the access hatch to the repair area. There must also be provision for adequate lighting to and from the loft access and in the repair area to meet with current health and safety at work regulations.

If our engineer attends but cannot complete the repair, a £68 call out fee will be applicable if:-

1. Any serviceable part of your appliance is inaccessible

2. Our engineer cannot gain clear and safe access, noting that products located in a loft must have a fixed ladder, boarded access and adequate lighting.

3. The unit has not been installed in accordance with the user instructions

4. The electrical and water supplies do not meet the product specifications

5. The water supply cannot be isolated.

6. No product fault is found.

Obsolete Products

If a product has been out of production for more than five years, the service engineer will use their best endeavours to complete a successful repair. If, however, the required parts are no longer available, we reserve the right to retain an inspection fee of £68 and refund the remainder of the fee. Where possible, our engineer will advise on available options or suitable alternatives.

Guarantee

We will, free of charge, re-perform any service where the same appliance fault reoccurs within 90 days following the visit date. This guarantee will not apply where the defect arises again as a result of: wilful or accidental damage; use of the appliance otherwise than in accordance with the user instructions; any tampering with, or alteration of, the appliance by anyone other than us.

If you wish to arrange a further visit due to a re-occurring fault arising from the original visit, please contact us by telephone on 0844 980 0750. Upon booking a re-visit, we may require a credit or debit card payment for the amount of the fee. This will be refunded in full once our engineer has attended and performs a diagnosis. If, however, our engineer reasonably believes that the reported fault is not directly related to the original service visit, we will be entitled to retain any payment made by you, or if no payment has been made, to invoice you for the fee.

To take advantage of either of these guarantees you must contact us as soon as reasonably practicable upon becoming aware of the defect.

Triton Showers will continue to guarantee your product against mechanical and electrical defects arising from faulty workmanship or materials for the period shown on the agreement document. This is a commercial agreement.

An extended warranty is initiated through product registration and via a series of offers (these can be delivered by post or e-commerce). Each offer has a specific expiry date and is an invite to take up an extended warranty. An offer can be withdrawn by Triton at any time. 0nce the expiry date has passed, the offer is void and a policy can no longer be purchased.  Claims for a deadline extension due to undelivered mail will not be considered.

Triton Showers will repair, or replace at our option, your product should it break down. The repair costs under this agreement will be limited to the original purchase cost or the cost of an equivalent current production unit.

All repairs must be carried out by an approved Triton Showers representative and booked through our registered office.

The unit must not have been taken apart, modified or repaired except by a person authorised by Triton Showers. The unit must have been installed, maintained and operated in accordance to the operating instructions for the duration of the agreement.

What is not covered?

Breakdown due to:

a) use other than domestic use by you or your resident family
b) wilful act or neglect
c) any malfunction resulting from the incorrect use of electricity, gas or water or incorrect setting of controls
d) failure to install in accordance with the installation guide

Repair costs for damage caused by foreign objects or substances.

Total loss of the product due to non-availability of parts.

Compensation for loss of use of the product or consequential losses of any kind.

Call out charges where no fault has been found with the appliance.

Call out charges where the water supply cannot be isolated, this includes consequential losses arising from unserviceable supply valves.

The cost of the repair or replacement of pressure relief devices, showerheads, hoses, riser rails and/or wall brackets, isolating switches, electrical cable, fuses and/or circuit breakers or any other accessories installed at the same time.

The cost of routine maintenance, adjustments, overhaul, modifications or loss or damage arising there from, including the cost of repairing damage, breakdown, malfunction caused by corrosion, furring.

Are there any other limitations?

The agreement is limited to the UK, Northern Ireland and the Isle of Man only. It does not apply in the Channel Islands.

You cannot transfer the agreement to someone else without the prior permission of Triton Showers. An administration charge for the transfer of ownership may be levied.

If a settlement is made against the product, including replacement, under this agreement because it is considered uneconomical or not possible to repair then:

a) Triton Showers may take possession of the product and dispose of it;
b) The agreement will be cancelled.

Should the value of claims against the product exceed the agreement value, Triton Showers reserves the right to render the agreement null and void giving prior notification.

This agreement is restricted to units used for domestic use only and does not apply to commercial installations or property used for financial gain.

Providing inaccurate, false or misleading information will immediately render this policy void.

How to obtain a repair

If your product breaks down, please contact our repair network on 08449 800 750. Providing the repair falls within the scope of the cover you will not be charged.

Please remember to advise the agents that you are covered by the Triton SHOWERCARE Service and quote your agreement number at all times.

Triton will not consider compensation for loss of use of the product or consequential losses of any kind.

Information on this website may be changed or updated without notice. Triton may also make improvements and/or changes in the products described on this website at any time without notice.

Triton assumes no responsibility regarding the accuracy of the information that is provided by Triton and use of such information is at the recipient's own risk.

Triton will respect your privacy and will not use your personal information without your consent. Please refer to the Privacy Policy section for information on our policy.

These terms and conditions shall be construed in accordance with the laws of England and Wales, and both parties agree to submit to the jurisdiction of the courts of England and Wales.

Where the Service is to be performed in Scotland, this contract shall be construed in accordance with the laws of Scotland, and both parties agree to submit to the non-exclusive jurisdiction of the courts of Scotland.

These conditions can only be amended or varied by written agreement between both parties.

It is our objective at all times to provide a first class service but there may be times when you feel that this has not been achieved.

If you have cause for complaint you should contact Triton Showers registered address; Triton Road, Nuneaton, Warwickshire CV11 4NR or Telephone 0844 980 0745

Triton Showers is a member of Association of Manufacturers of Domestic Appliances (AMDEA) and bound by their codes of practise. A full copy of these codes can be obtained from; AMDEA, 40-46 Lambs Conduit Street, London, WC1N 3NW.

THE GUARANTEES SET OUT ABOVE DO NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER.

Entry is open to:

Permanent residents (defined as the place where you normally live) of England, Scotland and Wales;

• who are the legal owner of a Triton shower
• and use the online service to register their new Triton product within the qualifying periods (see 4 below)

Entry is not open to:

• employees of Triton Showers and its associated agencies, their immediate families (immediate defined as; children, parents, siblings, partners, spouses of the employee) and those professionally associated with this promotion
• those individuals who do not legally own a Triton product

To enter:

Simply register your new Triton product on-line in the after sales section

For the duration of the scheme there will be monthly prize draw periods that will be applicable, e.g. 1st - 31st January, 1st - 28th February, 1st - 31st December 2010. In each case entries open at 00.00.01 and close at 23.59.59 on the relevant days.

Time of transaction/entry, as recorded by Triton servers or servers acting on behalf of Triton, will be deemed to be time of entry.

There is one entry per Triton product, however only one prize will be awarded per named owner/entrant for the duration of the prize draw incentive.

If users of the online services or dedicated phone service do NOT wish to be included in the prize draw for any reason, they may opt-out by emailing serviceenquiries@tritonshowers.co.uk and they will not then be included in the draw.

The prizes – 1x£100 Love2shop gift voucher per draw period.

Delivery of the prizes is subject to availability but may be up to 28 days after the prize draw.

The promoter reserves the right to offer alternative prizes of equal value if, due to circumstances beyond their reasonable control, the stated prizes are no longer available. Otherwise no cash or other alternatives to the prizes are available.

Winners will be determined via a random selection conducted within 14 days of each monthly closing date from all valid entries in a draw.

The winners will be notified by e-mail within 28 days and prizes may only be claimed by the individual named on the entry form and not a nominee or assignee. The promoter reserves the right to seek proof of identity and proof of purchase to ensure compliance to entry conditions.

Winners must respond to the winner notification within 28 days otherwise their entitlement to the prize may be forfeit and the promoters shall be entitled to redraw the prize without any liability for doing so.

The promoter accepts no responsibility for incomplete, delayed or lost entries as a result of technical or other failures.

The winner will be responsible for any tax liability (if any) arising from the winning of the prize.

The promoter does not accept liability for any loss, damage or injury arising from this promotion or the awarding of the prizes.

The promoter reserves the right in their absolute discretion to cancel the promotion without prior notice in the event of circumstances arising beyond their control that make it necessary to do so.

By entering the competition, participants confirm that they have read, accepted and agreed to be bound by these terms and conditions, failure to do so will result in the forfeiture of the prize.

In the event of a dispute the promoter’s decision is final.

The promoter is Triton Showers, Triton Road, Nuneaton, Warwickshire, CV11 4NR.