Fortress Lifetime Warranty
Fortress dispensers are built for places where equipment gets treated badly. Schools, council amenities, public toilets, transport hubs and industrial sites. We warrant every Fortress dispenser for its working life.
If it stops working, we replace it. Free of charge.
That is the whole promise. We are a family business, and our word is what this warranty runs on. The detail below sets out what is covered, what is not, and what we need from you.
Warranty Register
Register your dispensers using the button below. Registration is not a condition of the warranty, but it makes a claim faster because we already hold the install date and location.
What is covered
Every Fortress dispenser, for the life of the unit. Soap dispensers, paper towel dispensers, and the toilet paper dispenser on release.
The test is simple: if it stops working, it is covered. That includes vandalism that stops it functioning, and it includes the mechanism failing on its own. We do not ask which of the two it was.
If the key or the lock is damaged, we send a replacement locking mechanism free of charge. There is no need to replace a whole dispenser over a lock.
The warranty covers the unit in service, not the original purchaser, so it stays with the dispenser when a site changes hands or a contract moves. It also covers units already installed in the field under our earlier dispenser range, because they fit the same mounting positions and we stand behind them the same way.
What is not covered
Cosmetic damage. Scratches, dents, graffiti, discolouration and general wear do not affect a claim, and they do not qualify for one either. A dispenser that looks battered but still dispenses is a dispenser doing its job, and these units are built to keep working while looking like they have had a hard life.
A dispenser that has been pulled off the wall. Where a unit comes away from its mounting, what has failed is the installation or the wall behind it, not the dispenser. Our units are engineered to stay attached when they are fixed through every point into sound substrate, which is why correct installation is the one thing we ask for. If you are unsure whether a wall will hold, ask us before you fit it rather than after.
Consumables. Soap cartridges, paper towel and toilet paper are not covered by this warranty. They are covered by the ordinary guarantees that apply to any product we sell.
Modification and parts that are not ours. Damage caused by modifying the unit, by fitting parts that are not ours, or by installing it in a way we would not recommend is not covered.
Failures caused by a cartridge that is not a Fortress cartridge. Our dispensers are built around our own cartridge, and cartridges made for other systems put loads on the pump and the seal that ours does not. The failures that follow are the ones we see most often, which is why Fortress cartridges are a condition of this warranty.
What we need from you
Use Fortress soap cartridges. This is a condition of the warranty, not a preference. The dispenser and the cartridge are designed as one system, and a cartridge built for another dispenser is the single most common cause of the pump failures we do see.
Install the unit using every fixing point. This matters more than anything else on this page. A dispenser that is properly bolted down will survive treatment that would tear a partly fixed unit off the wall, and a unit that was never fixed correctly has not been given a fair chance to do its job.
Register the dispenser when you install it. Registration is not a condition of the warranty, but it makes a claim faster because we already hold the install date and location.
How to claim
Email sales@fortressdispensers.com.au or call 03 5443 2239. Tell us where the unit is, roughly when it went in, and what it is doing or not doing. A photograph helps but is not required.
We will send a replacement. Both the unit and the freight are ours, with nothing to pay. Where the fault is the key or the lock, we send the locking mechanism rather than the dispenser, on the same terms.
We do not ask you to return the failed unit before we ship the new one, because a site with no dispenser is a site with no hand hygiene.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This warranty is in addition to those rights, not instead of them.
Who provides this warranty
Australian First Aid Distributions Pty Ltd
ABN 54 153 377 185
205 Murphy Street, East Bendigo VIC 3550
03 5443 2239
sales@fortressdispensers.com.au