TOTO Prime Service

The existing TOTO manufacturer warranty covers parts and labour for Years 1–2, and parts only (no labour) in Year 3. TOTO Prime Service bridges the Year 3 labour gap and then extends full coverage (parts and labour) through Years 4, 5, and 6, giving you 6 uninterrupted years of total protection. It also adds member benefits the standard warranty does not include: priority response (Advanced/Concierge), annual product-care reminders, accessory discounts, repeat-fault replacement and plan transferability.

Yes, absolutely. Your rights under the Australian Consumer Law (ACL) exist independently and cannot be removed, reduced or replaced by any paid plan. Under ACL, you are entitled to a repair, replacement, or refund for products that fail to meet consumer guarantees, regardless of whether you purchase Prime Service. The duration of your ACL rights is determined by what is "reasonable" for a product of that type and price, which may extend beyond 3 years. Prime Service is a supplementary service that provides additional certainty and convenience beyond what ACL guarantees.

Prime Service must be purchased while the original 3-year TOTO manufacturer warranty is still active, i.e., within 3 years of your product's purchase date. If you purchase in Year 1 or Year 2, you immediately gain Year 3 labour coverage. If you purchase in Year 3, you gain labour coverage for the remainder of Year 3. The Prime Service fee is the same regardless of when you purchase within the 3-year window. Once the standard warranty has expired, new Prime Service plans are no longer available for that product.

For Advanced and Concierge plans, B&H will contact you within 48 hours (business days, priority queue) of claim submission to assess the fault and agree on a resolution path. For Basic and Plus Service plans, the commitment is within 72 hours (business days). These timeframes are target service standards, not guarantees. They reflect initial assessment contact, not the time to repair completion, and may vary with technician availability, weather, remote locations and parts supply. Your ACL right to have services supplied within a reasonable time is unaffected.

Prime Service does not cover: physical damage caused by the customer or a third party (drops, impacts, flooding, liquid intrusion); installation or repair by non-authorised technicians; commercial, hotel, or short-stay accommodation use; natural disaster damage (flood, fire, lightning, power surge, pest); cosmetic or surface issues that do not affect function; consumable items that have reached their natural lifespan (deodorant filters, batteries, cleaning cartridges); customer-initiated software or configuration changes; and products with pre-existing faults at time of plan purchase. For disputable claim decisions, see the Complaint Resolution section.

For Advanced Service and Concierge Service plan holders, if B&H's assessment concludes that a fault is a genuine hardware failure and the product cannot be practically repaired, B&H may arrange a product replacement at no additional cost, subject to assessment and the Terms. The original Prime Service plan will close upon replacement. The replacement product is not automatically covered by a new Prime Service plan. You may choose to purchase a new plan separately. All plans, including Basic and Plus, allow the holder to request replacement if the same fault recurs three times within 12 months; the Terms and B&H assessment apply.

Yes, for all plans. The plan can be transferred to the new product owner (e.g., when selling a home or giving the product as a gift). Both parties must notify B&H in writing with the product serial number, current plan holder details, and new owner details. A $25 (incl. GST) transfer fee applies. The new owner then becomes the plan holder with all remaining benefits.

Each year, B&H will send an email to your registered address with a personalised product-care reminder for your TOTO product. This includes guidance on cleaning the bidet nozzle, when to replace the deodorant filter, how to check the seat's electrical connections, and seasonal care tips. The reminder also includes a link to your exclusive accessory discount to purchase replacement consumables at 10–15% off the retail price.

Yes, wherever practical. All Prime Service plans cover remote and regional areas of Australia, with no additional charges for remote area service calls. Where an in-home visit is not practical, B&H may arrange courier pick-up, workshop repair and return delivery at no cost to you. Response times in very remote areas may be extended beyond the standard first-contact response target, and B&H will communicate expected timeframes clearly at the time of claim. The Concierge Service Prime Refresh Visit is subject to technician availability in the area; where it is not available, a $200 credit is provided instead once over the whole plan.

Yes. A 30-day cooling-off period applies from the date of purchase. During this period, you may cancel for any reason and receive a full refund, provided no claim has been resolved. After 30 days, customer cancellation does not attract a refund, subject to your ACL rights. Clause 12.3 provides a pro-rata refund without an administration fee when B&H materially reduces your benefits and you cancel within 30 days of notice, B&H cancels the plan, or B&H terminates on force majeure grounds. B&H cancellation refunds are reduced by settled Claims. To cancel, contact B&H in writing via primeservice@bandh.com.au with your plan reference.