SERVICE POLICY
In the event of a product fault or complaint occurring, the following procedure should be followed:
1 Telephone Customer Service on 0870 067 3333 (0845 762 6591 in Scotland and in Northern
Ireland), having available, your details including post code, the model number and power rating
of the product, together with the date of purchase.
2 Based on information given over the telephone, a Triton Customer Service Advisor will attempt to
diagnose the fault and confirm whether a site visit from a qualified service engineer is required.
3 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).
4 Our engineer will require local parking and if a permit is required this must be available to the
engineer on arrival at the call.
5 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.
6 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.
7 If the product is no longer covered by the guarantee an up front fixed fee will be charged before
the site visit.
8 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.
9 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.
10 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.
Replacement Parts Policy
Availability: It is the policy of the manufacturer to maintain parts availability for the duration of
production and a period of five years thereafter, in accordance with industry standards.
Spare parts are available via our website, www.tritonshowers.co.uk, or by telephoning Triton
Customer Service Spares Department.
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 money order.
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