10-Year Warranty

10

The Mason & Dean Guarantee

Built to last beautifully.

Australian-made steel, prepared and powder coated to architectural standards — and stood behind for a full decade.

Every Mason & Dean product is engineered, finished and inspected in our Australian workshop. We publish a 10-year guarantee not because we have to — but because we know how the work is made. If a product we manufacture fails through a defect in materials or workmanship, we repair or replace it. Simple.

Coverage

What's covered, and what isn't.

Covered

  • Defects in materials & workmanship
  • Structural integrity of welds & joints
  • Powder coat adhesion under normal conditions
  • Fencing, gates, balustrades & privacy screens we manufacture

Not covered

  • Hardware & components not manufactured by us
  • Improper installation or unauthorised modifications
  • Damage from impact, misuse or neglect
  • Failure to perform routine cleaning & maintenance
  • Acts of nature — storms, flooding, fire
  • Normal wear & cosmetic surface marks
  • Powder coat fade without ongoing care
  • Repairs carried out by unauthorised parties
  • Claims without original proof of purchase

Duration

10 full years

From the date of original purchase. Retain your proof of purchase — it's all we need.

Transferable

Stays with the property

Transferable to subsequent owners with original proof of purchase. Standard warranty conditions and exclusions apply.

Coverage area

All of Australia

Inland and coastal. Coastal properties (within 1km of the ocean) require simple ongoing care — see below.

Coastal Care

For homes near the sea.

Salt is the toughest test for any steel finish. Our products are engineered to handle it — with one small habit on your part.

Within 1km of the coast, we ask that products be rinsed with fresh water every three months. It takes a few minutes with a garden hose and extends the life of the powder coat significantly. This simple care is a condition of warranty in coastal environments. In the event of a claim from a coastal property, Mason & Dean may request photographic evidence of the product's condition and ongoing care.

  • Rinse with fresh water every 3 months (more often in storm season)
  • Avoid abrasive cleaners — soft cloth or sponge only
  • Inspect annually for chips or marks; touch up promptly
  • Keep hardware lubricated with a light marine-grade oil

The Fine Details

A few practical points.

So we're on the same page from day one.

Proof of purchase required

An original invoice or order confirmation is required for every claim. Please keep yours on file.

14-day notification window

Claims must be lodged within the 10-year period and within 14 days of the issue being noticed.

Installation excluded

Installation is the responsibility of the customer or their contractor. We don't cover failures caused by incorrect installation.

Third-party hardware excluded

We don't manufacture hardware. Hinges, latches, locks and other components supplied by third parties are not covered under this warranty.

Return freight

Where a product needs to return to our workshop for assessment, repair or replacement, freight is the customer's responsibility.

Remedy at our discretion

We may choose to repair, replace or refund based on what's most appropriate for the situation.

Liability limited to the product

Our cover is limited to the product itself. Indirect or consequential costs — labour, removal, re-installation, property damage, loss of use — are not included.

Modifications void cover

Any alteration to the product by an unauthorised party ends our warranty cover.

Subsequent owners

Where a property has changed hands, the original invoice must be supplied with the claim. Mason & Dean may request a condition assessment and evidence of ongoing care before a claim is accepted. All standard exclusions continue to apply.

This warranty is offered in addition to your rights under the Australian Consumer Law.

Making a Claim

A direct line, not a process.

01

Get in touch within 14 days

Email customercare@masonanddean.com.au within 14 days of noticing the issue. Include your name, original order number and a brief description.

02

Send photographs

Include 3–4 clear photos of the product showing the area of concern. We'll assess and respond within 5 business days.

03

We make it right

Upon a valid claim, we repair or replace the product or component. If it's no longer available, we'll provide an equivalent.

Questions

We're here, in person.

If you have any questions about your warranty, your product, or anything else — speak to a real person in our workshop.

Mason & Dean Customer Care
02 6762 5249
customercare@masonanddean.com.au
37 Avro Street, Tamworth NSW 2340
Contact Customer Care

This warranty is provided in addition to your rights under Australian Consumer Law. Mason & Dean's full Terms & Conditions of supply are available at our Terms of Service. Mason & Dean trades under Country Custom Balustrade & Fencing Pty Ltd, ABN 155 843 584, NSW license 242526C.