Xceed and BasiX
Product Warranty Terms

Base Warranty

Care and Maintenance Guide

Extended Warranty Plan

Base Warranty

CommandeX Pty Ltd ABN 46 119 753 687 (“CommandeX”) warrants to the original purchaser (“Purchaser”) that the Xceed and BasiX Products supplied by CommandeX or its authorised licensees will be free from defects for a period of 5 years (‘Warranty Period’) from the date of the commencement of the Warranty Period, as provided for in clause 1 below.

(’Warranty’)

The above Warranty does not apply to installation or any accessories and hardware fitted to the Product, including but not limited to locks, handles, hinges, rollers and door closers (regardless of the range from which the Product comes), as these items are independently covered by the relevant manufacturer or supplier and typically supplied by the CommandeX authorised licensee.

1 Commencement of Warranty Period

1.1 The Warranty Period starts when the Products are installed.

1.2 If the installation date is more than 12 months after the purchase date of the Product from CommandeX or an authorised licensee, the Warranty Period starts 12 months after the purchase date of the Product from CommandeX or an authorised licensee.

1.3 Product defects covered by this warranty will be repaired or replaced at the discretion of CommandeX without cost to the Purchaser for the replacement parts or Product. The repair or replacement shall be performed during normal business hours by CommandeX or a repair agent authorised by CommandeX.

1.4 Any part or Product replaced under this warranty will be warranted in accordance with the provisions of this warranty for the remainder of the original Warranty Period.

2 Investigation of Claims

2.1 All Products, the subject of a warranty claim, must be inspected by CommandeX, or an agent authorised by CommandeX, for evaluation before any warranty claim is approved.

2.2 To make a warranty claim pursuant to this Warranty, the Purchaser must:

(a) notify the CommandeX authorised licensee that supplied and installed the product in the first instance;

(b) make the Products available for inspection by CommandeX, or an authorised agent, so that all necessary work may be carried out.

2.3 To make a warranty claim pursuant to this Warranty, the CommandeX licensee must:

(a) notify CommandeX in writing within 7 days of the alleged defect first coming to the Purchaser’s notice and within the warranty period;

(b) provide CommandeX with all information required, including serial numbers, photos of the alleged defect, and with reasonable evidence of the proof of purchase;

(c) provide evidence that the Products have been installed, and used in accordance with CommandeX‘s instructions supplied with the Products.

3 Conditions of Warranty

3.1 This Warranty extends only to:

(a) defects arising solely from faulty design or materials under proper use of the Products;

(b) Products installed by CommandeX or its authorised CommandeX licensee;

(c) Products sold by CommandeX or its authorised licensees and only where the Products are used and serviced within Australia; and

(d) Where the defects appear in the Products within the Warranty Period.

(e) The original Purchaser of the Products. The warranty may not be transferred to a subsequent owner of the Products during the coverage period, subject to reapplication and approval by CommandeX.

4 Exclusions to Warranty

4.1 This Warranty DOES NOT cover:

(a) unauthorised repairs, alteration, modification or substitution of any parts of the Products, or use of the Products other than in accordance with the instructions supplied;

(b) damage or problems or unsatisfactory performance resulting from incorrect installation or manufacture not carried out by CommandeX or an authorised repair agent;

(c) damage or problems or unsatisfactory performance caused by the use of an accessory, component or Product not supplied by CommandeX;

(d) other Products that are not manufactured or supplied by CommandeX;

(e) products and systems into which the Products are installed or may form part of but which have not been supplied by CommandeX;

(f) Products purchased:

(i) other than from CommandeX or its authorised licensees (such as purchases from unauthorised reseller’s and purchases over the internet, from local/international sellers or sites such as Ebay and Amazon); or

(ii) from a competitor or not from an authorised licensee, dealer or manufacturer of CommandeX;

(g) any cost associated with gaining acceptable service access to Product installed in restricted or unsafe (e.g. high) locations;

(h) any cost associated with gaining acceptable service access to Products installed if, after the original installation of the Product, the premises to which the Product has been attached to is altered in any way which hinders the removal and/or replacement (e.g. if you build over or around the frame);

(i) freight charges including insurance or travelling cost for repairs performed outside the area normally serviced by CommandeX licensees or dealers;

4.2 In addition to the above, this Warranty DOES NOT cover the following:

(a) damage or defects to the Products that ought reasonably to have been revealed to you by an examination of the Products, where you conducted such an examination before acquiring the Products;

(b) normal wear and tear due to the course of normal use;

(c) any Products with a serial number removed;

(d) any applications or programs which relate to the Products but have not been supplied by CommandeX and as part of the Products;

(e) accidental damage or damage caused by an extra-ordinary event or circumstance beyond the Purchaser’s or anyone else’s control including damage caused by:

(i) environmental factors (including fire, flood, hail, atmospheric fallout, earthquake, war, vermin, foreign matter entering the Product (e.g. dirt and moisture);

(ii) natural discolouration of material due to ultraviolet light;

(iii) crushing, impact with hard surface or damage caused in the transit of the Products;

(iv) foreign material, or exposure of the Products to excessive heat or cold or to solvents, or water entry into the Products;

(v) abnormal Products performance caused by any ancillary Products interference or other external factors;

(vi) improper or inadequate maintenance or calibration of the Products.

(f) Products installed in environments not recommended by CommandeX, such as under 500m from a saltwater coastline, or up to 2km where the property is located on an escarpment and the prevailing wind will carry salt air up and through this landscape.

4.3 Fees and charges will apply for any non-warranty services performed.

5 Purchaser’s Responsibilities

5.1       The Purchaser is responsible for:

(a) the correct operation and regular maintenance of the Product. The correction of any non-Product fault or problem is not covered by this warranty;

(b) operation of the Product in accordance with the relevant operating instructions;

(c) regular cleaning of the Product as per the care and maintenance guide; and

(d) the application of additional corrosion protection if the Product is installed in a corrosive environment (for example industrial pollution, sea air).

6 Limitation of Liability:

6.1 The following statement applies if the supply of the Products to the Purchaser is a consumer sale as defined in the Australian Consumer Law. In this statement, ‘Our’ means ‘CommandeX’, ‘You’ means the ‘Purchaser’ and ‘goods’ means ‘Products’:

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.

6.2 What constitutes a major failure is set out in the Australian Consumer Law.

6.3 Notwithstanding the preceding clause and to the extent permissible by law, the liability of CommandeX is limited, in relation to the Products and at the option of CommandeX to:

(a) replacing the Products, or where the product no longer exists, the supply of equivalent Products;

(b) the repair of the Products;

(c) the payment of the cost of replacing the Products or of acquiring equivalent Products; or

(d) the payment of the cost of having the Products repaired.

6.4 To the extent permitted by law, all other warranties whether implied or otherwise, not set out in this Warranty are excluded and CommandeX is not liable in contract, tort (including, without limitation, negligence or breach of statutory duty) or otherwise to compensate the Purchaser for:

(a) any increased costs or expenses;

(b) any loss of profit, revenue, business, contracts or anticipated savings;

(c) any loss or expense resulting from a claim by a third party; or

(d) any special, indirect or consequential loss or damage of any nature whatsoever caused by the Purchaser’s failure in complying with its obligations under this Warranty or the Purchaser’s failure due to accident damage, impact, misuse or negligence of the Products.

6.5 The benefits given to the Purchaser in this Warranty are in addition to other rights and remedies under a law in relation to the Products to which this Warranty applies.

6.6 This Warranty is not applicable outside Australia.

7 Contact Details

All claims under this warranty should be made in the first instance to the original CommandeX authorised Licensee that supplied and installed your CommandeX Products.

To register or discuss the warranty service, please contact CommandeX at:

215 Jackson Road, Sunnybank Hills QLD 4109 (PO Box 262, Oyster Bay NSW 2225)

Phone: 1300 720 838

Fax: 1300 720 797

Email: warranty@commandex.com.au   

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Care and Maintenance Guide

All mesh and sheet security screens act as very large air filters the same as an air conditioner filter. So they do need maintenance. There are three main contaminates that will get trapped within the mesh weave. Causing deterioration to the screen over time;

1. Salt particles
2. Iron ore dust
3. Fungal outbreaks in hot and humid environments

All can be simply removed if you follow this care guide on a regular basis.

Salt and Iron ore dust

As air passes through the screen it will trap contaminates within the mesh. This needs to be washed off regularly. In a salt air environment the moisture will dry out leaving salt particles on the mesh. Rain can wash the screens causing the salt to congregate at the bottom of the screen. Salt is very corrosive and needs to be removed from the screens. Left on the screen will attack the paint protective coating. Causing either white spots or tea staining (surface rust).

The door on the next page is in good shape, but  covered in salt. The salt has formed a bridge between the aluminium and stainless steel. This can cause galvanic corrosion as the two different metals are now in contact with each other. This will cause corrosion like a boat anode. Iron ore dust is also corrosive.

Cleaning Schedule

Your screens must be cleaned in accordance with the cleaning frequency relating to the environmental location of your screens.

Cleaning & Maintenance Instructions

Wash your screens in accordance with the cleaning schedule table above.

STEP 1 – Hose Down

Use a mains water (not bore or tank water) hose to wash salt, dirt and dust off your screens. If using a water blaster it is best to use the car attachment or simply stand back with nozzle at least a metre away so you do not strip the paint protection off.

STEP 2 – Wash

Wash the screens with a soft cloth using the recommended cleaner in the table cleaning schedule.

STEP 3 – Final Hose Down

Hose down to rinse the cleaning product off the screen.

STEP 4 – Apply CommandeX Protect** (extended warranty)

Pour “CommandeX Protect” onto a soft rag and wipe on the inside and outside of the screen. “CommandeX Protect*”is a corrosive protective liquid to extend the life of your screens.

IMPORTANT NOTES:

IMPORTANT: Wash contaminants like bird and bat droppings off immediately. These are very acidic and will quickly burn and permanently damage the paint

Step 4 is a requirement for the extended warranty. It may be used in conjunction with the standard warranty, but is only a requirement of the extended warranty terms.

If the screen is only accessible from the outside, you only need to wipe CommandeX Protect** onto the outside of the screen as contaminates generally enter the screen
from the outside of the screen.

Some screens will require extra cleaning & maintenance due to local environmental conditions such as iron rich red dirt or heavy industrial nearby.

**Available for purchase at www.commandex.com.au/shop

*** A saltwater coastline is the area where land meets the sea or ocean; or a line that forms the boundary between the land and the ocean or a lake.

Please Don’t…

-Please don’t use vinegar, dishwashing detergent, cream cleanser, white spirits, lemon or harsh chemicals to clean the screens. It is bad for the paint and you could strip off the paint protection or powder-coating.

-Please don’t use a broom or harsh brush to wash the screens. You could scratch or scrub off the paint protection or powder-coating.

-Please don’t use bore or tank water as it may leave more contaminates on the screen. Typically bore water has high levels of iron and leaves brown staining. Avoid tank or recycled water if possible.

-Please don’t do nothing and expect the screens to survive blemish free for long. Failure to follow cleaning and maintenance instructions will not covered by warranty.

Hot and Humid Tropical Climates (typically Tweed Coast and north). Note : Highly recommended you select the SaltWaterSeries Mesh

STEP 1 –Hose Down

Use a mains water (not bore or tank water) hose to wash salt, dirt and dust off your screens. Do not use a water blaster.

STEP 2 – Wash

Wash the screens with a soft cloth using the recommended cleaner in the table above.

STEP 3 – Spray and soak with https://www.wetandforget.com.au/products/wet-forget-5l-concentrate following the manufacturers instructions. Leave for 24hrs.

STEP 4 – Apply CommandeX Protect (extended warranty)

Do NOT wash/rinse off Wet and Forget Moss and Mould Remover. Pour “CommandeX Protect” onto a soft rag and wipe on the inside and outside of the screen. “CommandeX Protect*”is a corrosive protective liquid to extend the life of your screens.

IMPORTANT NOTES:

IMPORTANT: Wash contaminants like bird and bat droppings off immediately. These are very acidic and will quickly burn and permanently damage the paint

Step 4 is a requirement for the extended warranty. It may be used in conjunction with the standard warranty, but is only a requirement of the extended warranty terms.

If the screen is only accessible from the outside, you only need to wipe CommandeX Protect** onto the outside of the screen as contaminates generally enter the screen
from the outside of the screen.

Some screens will require extra cleaning & maintenance due to local environmental conditions such as iron rich red dirt or heavy industrial nearby.

**Available for purchase at www.commandex.com.au/shop

*** A saltwater coastline is the area where land meets the sea or ocean; or a line that forms the boundary between the land and the ocean or a lake.

Please Don’t…

-Please don’t use vinegar, dishwashing detergent, cream cleanser, white spirits, lemon or harsh chemicals to clean the screens. It is bad for the paint and you could strip off the paint protection or powder-coating.

-Please don’t use a broom or harsh brush to wash the screens. You could scratch or scrub off the paint protection or powder-coating.

-Please don’t use bore or tank water as it may leave more contaminates on the screen. Typically bore water has high levels of iron and leaves brown staining. Avoid tank or recycled water if possible.

-Please don’t do nothing and expect the screens to survive blemish free for long. Failure to follow cleaning and maintenance instructions will not covered by warranty.

Screen Rectification for Fungus Growth

In hot and humid areas it has been established that a filamentous fungus may develop from spores. Resulting in the spores getting trapped in the screen. Following the care guide above will kill the spores before they get established. Drier climates or when there are long periods without rain will also kill the fungus spores.

The species of fungal growth that may develop will trap iron ore particles within the mesh. Displaying over time as brown ‘rust spots’ on the screens. White blotches on the screen are the same fungus but without the iron ore content. The blotches (white or brown) will expand over the screen as the fungus blooms. This is on the surface of the powdercoating but needs to be removed before causing damage to the mesh.

The filaments of the fungus wrap around the wire making them very difficult to remove. The fungus will not be removed with washing. It’s quite the opposite. Wetting the screens will provide it with another source of nutrients.

The photos below are very high resolution. It shows what appears to the naked eye as rust. But it is actually the fungus and its tentacles (thin lines) around the mesh.

Two Options Are Available To Restore The Screen:

Option 1 – Slow & Effective (recommended)

The first step is to neutralise the fungus contamination.

Use only Wet & Forget Moss and Mould Remover.  Follow the instructions on the manufacturers website and dilute it correctly.  This product has proven to work and is not bleach or acid based which will damage the powdercoating.

Day 1

1. Apply using a squirt bottle to spray on both sides of the screen mesh
2. Leave on for at least a week
3. Repeat after 7 days

This will kill the fungus and any spores. Yet because the tentacles are still wrapped around the mesh, it can take 6-12 months to break down and fall off.  This is as per the manufacturer’s instructions.

Week 4

1. Apply CommandeX Protect

Commandex Protect is extracted from sheep wool fibres and is applied as a thin coating to the mesh wire. Protecting and enhancing the black powder coat.

Month 6 and every 6 months thereafter

1. Repeat the steps above, applying the Wet & Forget followed CommandeX Protect.

If the spores are in your area they will continue to get trapped within the mesh.  Spores or Fungus on the screens are not a warranty item.

Option 2 – Fast and Mechanical

The first step is to neutralise the fungus contamination.

Use only Wet & Forget Moss and Mould Remover.  Follow the instructions on the manufacturers website to dilute it.  This product has proven to work and is not bleach or acid based which will damage the powdercoating.

1. Apply using a squirt bottle to spray on both sides of the screen mesh
2. Leave on for at least 24hrs before attempting to remove the filamentous fungus.

If you can only access one side of the mesh it is enough to soak through. 

Mechanical cleaning can then start. Take care to minimise damage to the underlying power coat finish. If you want to avoid any chance of damage to the powder coat finish, follow the Slow & Effective instructions.  Damage to the powdercoat will void the warranty.

CommandeX Protect

If you have effectively mechanically cleaned off all the fungus, the final treatment is to apply CommandeX Protect. Commandex Protect is extracted from sheep wool fibres and is applied as a thin coating to the mesh wire. Protecting and enhancing the black powder coat.

Before / After Photos

See below several Before / After photos.  As you can see the mesh after is completely free of the filamentous fungus.  What appeared as rust like areas, the mesh was able to be cleaned and restored.

Before:

After:

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Extended Warranty Plan

Terms and Conditions

To be eligible for the extended warranty, you must have purchased the CommandeX Products on or after {1 October 2020}.

CommandeX Pty Ltd ABN 46 119 753 687(“CommandeX”) agrees to provide the extended warranty plan (the “EWP”) to (“You”).

1 Definitions referred to in the EWP

(a) Base Warranty means the original warranty provided by CommandeX for the Products at the time You purchase the Products;

(b) Base Warranty Period means the original period detailed in the table in the Schedule at the end of this document, from the commencement date of the Base Warranty;

(c) EWPWarranty Period means the period of time commencing at the end of the Base Warranty Period and for the Plan Extension Term as detailed in the table in the Schedule;

(d) Productsmeans the brand-new units manufactured and/or supplied by CommandeX as specified in the Schedule;

(e) You means the original purchaser of the Products and the name registered for the EWP

2 What is the EWP Warranty?

(a) EWP is a warranty that provides extended coverage for the Products already covered under the Base Warranty for the Products.

(b) If a defect in material or workmanship is found in the Products and repaired during the EWP Warranty period, CommandeX will pay parts and labour cost, and a limited travel allowance to repair the defect when completed by an authorised CommandeX repair agent (the “Authorised Dealer”). If parts are needed during the repair of the Products, CommandeX will, at its option, repair or replace using new or remanufactured parts.

(c) You will be entitled to an extension of time of the benefits provided to YOU under the Base Warranty for the Products.

(d) Should You register for the EWP at any time within 60 days of the date of the original purchase of the Product(s) in question, the benefits provided under Your Base Warranty will remain unaffected. CommandeX will continue to provide you with the benefits under the Base Warranty for the Base Warranty Period and then once the Base Warranty Period ends, the EWP will come into effect by offering You coverage for Products for the EWP Warranty Period.

(e) For the avoidance of doubt, this EWP is not an insurance policy. Registration of this EWP is not required in order to purchase, register or obtain financing for a Product covered by this EWP.

3 Understanding the terms of the EWP

(a) To understand the terms of the EWP warranty, including when You may void the EWP or when You are obliged to service the Products, this document must be read in conjunction with the terms of the Base Warranty, even after the Base Warranty Period has ended.

(b) CommandeX does not authorise any person, employee, licensee or agent to change or extend the terms of the EWP coverage in any manner other than what is set out in this document and the Base Warranty, without the express written consent endorsed by the Managing Director of CommandeX.

(c) Any assistance to You in the repair or operation of any CommandeX component not covered by the EWP will not constitute a waiver by CommandeX of the terms contained in the EWP, nor will such assistance extend or re-establish the EWP.

4 Claiming under the EWP

(a) Where a defect occurs within the applicable EWP Warranty Period, any claim under the EWP warranty must be made by You promptly and as soon as You become aware of a problem with the Products. Should You continue to use the Products on becoming aware of a problem and/or defect with the Products, You risk voiding the benefits otherwise provided to You under this EWP Warranty.

(b) To claim pursuant to this EWP Warranty, You must produce proof of purchase of the Products and the Products serial number. You must also make the Products available to CommandeX, or a CommandeX authorised repair agent, for inspection and repair by paying for all costs associated with the return of those Products or for the costs associated with CommandeX, , or a CommandeX authorised repair agent, attending to those Products at a location nominated by You.

(c) The contact details of the selling dealer and serial number of the Products can be found on your proof of purchase document.

5 What is not covered under the EWP?

EWP does not cover any other part of the Products or any item or good that is not already covered under the Base Warranty.

6 Limitation and Exclusions

(a) The benefits given to You in this EWP are in addition to any other rights and remedies under a law in relation to the Products to which this EWP warranty relates. To a certain extent, the warranty coverage provided by the Base Warranty and EWP may provide rights that are already provided under the Australian Consumer Law.

(b) The following statement applies if the supply of the Products to the Purchaser is a consumer sale as defined in the Australian Consumer Law. In this statement, ‘Our’ means ‘CommandeX’, ‘You’ means the ‘Purchaser’ and ‘goods’ means ‘Products’:

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.

(c) Notwithstanding the preceding clause, the liability of CommandeX under the EWP is limited, to the extent permissible by law and at the option of CommandeX, to:

(i) in relation to the Products:

(A) replacing the Products or the supply of equivalent goods;

(B) the repair of the Products;

(C) the payment of the cost of replacing the Products or of acquiring equivalent goods and; or

(D) the payment of the cost of having the Products repaired;

(d) To the extent permitted by law, all other warranties whether implied or otherwise, not set out in this EWP warranty are excluded and CommandeX is not liable in contract, tort (including without limitation negligence or breach of statutory duty) or otherwise to compensate the customer for:

(i) any increased costs or expenses;

(ii) any loss of profit, revenue, business, contracts or anticipated savings;

(iii) any loss or expense resulting from a claim by a third party; or

(iv) any special, indirect or consequential loss or damage of any nature whatsoever caused by CommandeX’s failure in complying with its obligations.

7 Your Responsibility

(a) Your responsibilities with regards to the Products during the Base Warranty Period continue under the EWP. Please refer to your Base Warranty document during the EWP Warranty Period.

(b) You must perform the owner’s obligations, operate and maintain Products as outlined in the Base Warranty and Care and Maintence Instructions. Carrying out of periodic maintenance and cleaning of the Product as directed is an essential precondition for the purposes of making a claim under this EWP.

8 Registering for the EWP

(a) The original purchaser of the Products may register for the EWP warranty online within 60 days of the original purchase of the Products. Once the EWP option has been selected, the property owner will receive email confirmation of the EWP Warranty registration. Once registered details cannot be changed.

(b) The EWP coverage shall be effective only upon receipt and acceptance of a valid application by CommandeX for the EWP within the terms of this EWP warranty. CommandeX reserves the right to accept or reject any application for EWP.

9 Cancellation

(a) CommandeX may cancel the EWP if:

(i) the intended application of the Products is misrepresented by You; or

(ii) information that may influence the application is not duly disclosed; or

(iii) a fraudulent claim has been or is made under this EWP or any other warranty

(b) If EWP is cancelled by CommandeX, written notice will be provided to the owner at the last known address.

10 EWP Non-transferable

The EWP may not be transferred to a subsequent owner of the Products during the coverage period subject to reapplication and approval by CommandeX.