ARK Core Kitchen Warranty Policy

This Core Policy defines ARK's additional written kitchen warranty framework. Component-specific coverage is contained in Schedules A-D. It operates in addition to rights that cannot lawfully be excluded.

1. Purpose
This Policy explains the general warranty framework applying to eligible kitchen projects supplied by ARK Project Limited.
It explains:
which ARK warranties may apply;
when the warranty periods begin;
how issues must be reported;
how ARK assesses responsibility;
what evidence may be considered;
the general order of available remedies;
how warranty information is connected through ARKCode, the Project Record and myARK.
Detailed component-specific coverage and exclusions are contained in Schedules A-D.

2. Policy structure
This Policy includes the following Schedules:
Schedule A - Cabinetry & ARK Installation Warranty
Applies to eligible:
cabinet carcasses;
doors and panels;
drawer boxes;
edging;
manufacturing and assembly;
cabinet fixing and installation workmanship.
Schedule B - Functional Hardware & Cabinet Lighting Warranty
Applies to eligible:
hinges;
drawer systems;
soft-close mechanisms;
lift-up fittings;
push-to-open fittings;
storage hardware;
specialist and motorised hardware;
cabinet LED systems.
Schedule C - Benchtop, Splashback & Sink Warranty
Applies to eligible:
benchtop materials;
templating and measurement;
fabrication;
installation;
hard-surface splashbacks;
sintered stone;
ARK-supplied sinks.
Schedule D — Service, Assessment & Warranty Transfer
Applies to:
Service Requests;
evidence requirements;
remote assessment;
site inspection;
Settling Adjustment;
defect assessment;
remedy and issue closure;
repeated or reopened issues;
account status;
Warranty Transfer.
The applicable Schedules form part of this Policy.

3. Application
This Policy applies to eligible indoor kitchen work formally supplied through:
ARK Kitchen; or
an ARK Renovation project where the relevant kitchen work is expressly included in the Accepted
Quotation.
It does not automatically apply to:
standalone wardrobes;
standalone storage cabinetry;
supply-only cabinetry;
retail cabinet purchases;
other non-kitchen joinery.
Those services require their own recorded warranty terms.
Coverage applies to the original installed location unless ARK approves relocation or reinstallation in writing.

4. Additional written warranty
The ARK warranties are additional written warranties supplied without a separate warranty charge.
They operate in addition to any rights and remedies that cannot lawfully be excluded under applicable New Zealand law.
Nothing in this Policy excludes, restricts or reduces a right or remedy that cannot lawfully be excluded.
A stated warranty period does not mean every condition arising during that period is covered.
Coverage depends on:
the affected component;
the applicable Schedule;
the cause of the condition;
the accepted project documents;
use, care and maintenance;
alterations or other work;
available evidence;
applicable law.

4.1 Statutory protections and status wording
To the extent the work is residential building work under the Building Act 2004, applicable implied warranties and the statutory defect-repair process continue according to law. Consumer Guarantees Act rights also continue where applicable.
Any recorded restriction applies only to ARK's additional written coverage for the identified component or area. The record must identify the affected component, area, cause, evidence and effective date, and must not imply that statutory or other non-excludable rights have been cancelled.

5. Contract and project documents
This Policy must be read together with the applicable:
Project Contract;
Project Contract Schedule;
Accepted Quotation;
Approved Drawings;
Material and Hardware Schedule;
Appliance and Client-Supplied Product Schedule;
accepted Variations;
Care Guides;
Standards;
Project Record.
If the Project Contract Schedule identifies a specific Policy version, that version applies to the project.
A later website update does not automatically replace the accepted Policy version for an earlier project.

6. Definitions
Accepted Project Documents
The Project Contract, Project Contract Schedule, Accepted Quotation, Approved Drawings, Material Schedule, accepted Variations and other identified project-specific documents.
ARK-appointed contractor
A supplier, fabricator, installer or trade contractor formally engaged or arranged by ARK for work included in the accepted Scope.
ARKCode
The stable identification code assigned to one specific ARK record. An ARKCode identifies the record object, not a customer, user account, warranty holder or property.
An ARKCode identifies the record. It does not by itself prove that:
The same owner, authorised user or property may be connected to multiple ARKCodes where separate projects, orders, service records, product batches or other approved records exist.
A change of owner or authorised user does not change or reissue the ARKCode. It changes only the authorised access, eligible warranty-holder relationship and transfer history connected to the existing record.
Handover has occurred;
all payments have been completed;
every component remains covered;
a Service Request has been accepted as a warranty claim.
Covered Defect
A confirmed material, product, manufacturing, fabrication or installation defect falling within an applicable ARK warranty and not caused or materially contributed to by an exclusion.
Handover Date
The date recorded by ARK after the project reaches Practical Completion and the applicable Handover process is completed.
Latent Defect
A defect that could not reasonably have been identified through the applicable checks or ordinary observation at Handover and becomes apparent later.
Minor Defect
A limited condition that does not materially affect:
safety;
structural integrity;
essential function;
reasonable use of the kitchen.
A Minor Defect can normally be addressed through a local adjustment, repair, affected-component replacement or another proportionate remedy.
Practical Completion
The stage at which the confirmed Scope is substantially complete, safe and reasonably usable for its intended purpose, with only minor items remaining that do not materially affect safety, structure, essential function or reasonable use.
Project Record
The specific project record identified by its ARKCode. A Project Record remains independent even where another ARK record relates to the same Client, Owner or property.
It may contain:
accepted Contract Documents;
applicable Policy versions;
material and component information;
approvals;
checklists;
photographs;
exceptions;
corrective action;
Handover information;
warranty dates and statuses;
Service Requests;
assessment records;
completed remedies;
Issue Closure Records;
Warranty Transfer history.
Service Request
A request submitted through ARK Support concerning a possible defect, adjustment, maintenance issue, product concern or other after-sales matter.
Use-Related Damage
Damage, deterioration or change caused by use, care, cleaning, maintenance, accident, impact, environmental exposure, another person, another trade or an external system rather than an original Covered Defect.

7. Warranty commencement
Unless the Project Record expressly states otherwise, all ARK warranty periods begin on the recorded Handover Date.
ARK may record Handover after:
the applicable Pre-handover Inspection has been completed;
Practical Completion has been achieved;
the kitchen is safe and reasonably usable;
known exceptions and minor outstanding items have been recorded;
a Handover Notice has been issued.
The Client’s signature is not required for the Handover Date or warranty commencement to be recorded.
Minor outstanding items do not automatically prevent Handover or postpone warranty commencement.
ARK cannot use Handover to avoid responsibility for:
incomplete critical work;
an unresolved safety concern;
structural instability;
loss of essential kitchen function.

8. ARK warranty periods
Subject to this Policy, the applicable Schedules and the Project Record, eligible kitchen projects include:
10-Year ARK Cabinetry & Installation Warranty
Applies under Schedule A.
5-Year ARK Functional Hardware Warranty
Applies under Schedule B.
3-Year ARK Cabinet LED System Warranty
Applies under Schedule B.
10-Year ARK Benchtop Warranty
Applies under Schedule C.
Specialist, motorised, electronic or customer-selected components may have a different coverage period recorded in the Project Record.
Where ARK made a confirmed selection, positioning, drilling, fixing or installation error, that error may be assessed under the applicable installation-workmanship coverage even where the affected product has a shorter product-warranty period.

9. Single Service Request route
All eligible warranty and after-sales enquiries may be submitted through ARK Support.
The customer is not required to determine whether a reported issue belongs to:
ARK;
a board supplier;
a hardware manufacturer;
a benchtop material supplier;
a fabricator;
an installer;
another appointed supplier.
ARK will review the issue and determine the appropriate responsibility route.
This single contact point does not mean that every reported condition is automatically accepted as a free warranty claim.

10. Reporting a visible condition
A condition that could reasonably be identified at Handover should be reported in writing:
at Handover; or
within seven calendar days after the Handover Date.
This may include an alleged:
scratch;
chip;
dent;
visible stain;
visible discolouration;
surface or edge mark;
visible join concern;
visible opening or installation concern.
ARK may consider:
Pre-handover photographs;
completed checklists;
the Handover Record;
other Project Record evidence.
If a visible condition is first reported after seven days, the recorded Handover condition may be used as evidence that the condition arose after Handover unless reliable contrary evidence is supplied.
This reporting requirement does not remove a right that cannot lawfully be excluded.

11. Reporting a latent issue
A suspected latent issue must be reported as soon as reasonably practicable and normally within seven calendar days after it was first discovered or reasonably should have been discovered.
The customer should:
identify the affected component and exact location;
explain when the condition was first noticed;
provide clear photographs or video;
disclose relevant use, cleaning, moisture, heat, impact or other work;
stop activity likely to increase the damage;
preserve the affected area;
avoid destructive inspection, repair, cutting, removal or alteration before ARK has a reasonable
opportunity to assess it.
Delayed reporting does not automatically remove a non-excludable right.
However, ARK is not responsible for additional damage, lost evidence or increased costs caused by:
unreasonable delay;
continued damaging use;
failure to prevent further damage;
unauthorised repair;
removal or alteration before inspection.

12. Information required for a Service Request
A Service Request should include:
ARKCode;
name of the authorised owner or contact;
affected component;
exact location;
clear description;
photographs or video;
first-discovered date;
relevant event, use, cleaning or maintenance information;
immediate action already taken.
Submitting a Service Request does not automatically establish that the issue is covered.

13. Assessment and classification
ARK may review:
Accepted Project Documents;
applicable Policy version;
material and component records;
Pre-dispatch Checklist;
Site Readiness records;
On-Site Standards records;
Pre-handover Inspection Checklist;
Workmanship & Defect Assessment Standard;
photographs and video;
previous Service Requests;
Issue Closure Records;
use and maintenance information;
other-trade activity;
current site evidence.
A reported issue may be classified as:
ARK warranty;
ARK-supplied product issue;
maintenance or adjustment;
Use-Related Damage;
other-trade responsibility;
site or building condition;
customer-supplied product;
paid service;
Requires Further Assessment.
ARK’s initial classification does not prevent the customer from providing additional evidence or exercising an available legal right.

14. Standards and Project Record evidence
ARK Standards define:
what must be checked;
the expected outcome;
applicable workmanship acceptance criteria;
relevant tolerances;
how completed remedies may be assessed.
myARK and the Project Record preserve released project information, which may include:
completed checks;
photographs;
exceptions;
corrective action;
completed remedies;
closure status.
A completed checklist records the condition and checks completed at that time.
It does not permanently exclude a later valid issue.
Completion of an ARK checklist, inspection or Handover Record does not remove or reduce any right under this Policy or any right that cannot lawfully be excluded.

15. Remote review and site inspection
Initial remote review is provided without charge.
ARK may request:
additional photographs;
video;
measurements;
product information;
a video call;
access to the property;
inspection by ARK or another appropriately qualified person.
ARK may advise an inspection or call-out fee before attendance where:
the issue appears to involve maintenance or Use-Related Damage;
another trade or site condition appears responsible;
no ARK defect is identified;
insufficient information has been supplied;
repeated attendance is requested for a closed issue;
the customer requests a non-warranty adjustment;
access is outside ARK’s normal service area;
previous attendance failed because access or preparation was not provided.
If a valid ARK warranty defect is confirmed, the applicable inspection fee will be refunded or credited.
Detailed assessment and fee rules are contained in Schedule D.

16. Remedy order
Where ARK confirms a Covered Defect, the normal remedy order is:

1. adjustment;

2. repair;

3. replacement of the affected component;

4. replacement with a reasonably comparable current component;

5. written settlement or another remedy required by law.
ARK may select a reasonable remedy capable of correcting the confirmed defect.
A defect affecting one component does not automatically require replacement of:
unaffected components;
all matching doors or panels;
all hardware;
the complete benchtop;
the complete kitchen.

17. Labour, removal and reinstallation
Where ARK confirms an eligible material, product, manufacturing, fabrication or installation defect, ARK will cover the reasonable direct work required to remedy the affected component.
This may include:
assessment;
adjustment;
labour;
removal;
repair;
replacement;
re-fabrication;
reinstallation.
It does not automatically include:
unaffected cabinetry;
complete-kitchen replacement;
unrelated plumbing;
unrelated electrical work;
tiling;
painting;
flooring;
wall repair;
customer-requested improvement;
work not directly required to remedy the Covered Defect.
Related work will be assessed according to actual cause, reasonable necessity, the Accepted Project Documents and applicable law.

18. Replacement products and matching
ARK will first attempt to use the same product, colour and finish where reasonably available.
If the original product is discontinued or unavailable, ARK may use a reasonably comparable current product.
ARK does not guarantee:
exact batch matching;
identical grain, pattern, veining, texture or gloss;
an exact match between a new and older component;
an exact match to material affected by use, ageing or sunlight;
continued availability of a product.
A reasonable replacement difference does not require replacement of unaffected components.

19. Care and prevention of further damage
The owner and users must:
follow applicable Care Guides;
clean spills promptly;
keep cabinetry and surfaces reasonably dry;
address leaks without delay;
use suitable cleaning products;
operate doors, drawers and mechanisms reasonably;
avoid overloading;
maintain reasonable ventilation;
prevent damage from becoming worse;
notify ARK promptly of a possible defect.
A failure affects coverage only to the extent that it caused, materially contributed to or increased the reported damage.

20. General exclusions
Unless ARK confirms an original Covered Defect, the warranties do not cover damage, deterioration or change caused or materially contributed to by:
misuse or abuse;
neglect;
accident or impact;
excessive force;
overloading;
standing, sitting, climbing or hanging;
incorrect operation;
standing water;
plumbing or appliance leaks;
steam, condensation or prolonged moisture;
excessive heat;
inadequate ventilation;
unsuitable or chemical cleaning;
ordinary wear;
normal ageing;
insects or pests;
flood, fire or storm;
building, floor or wall movement;
another trade or contractor;
unauthorised adjustment or alteration;
customer-supplied products or specifications;
use outside the intended application.
Detailed component exclusions are contained in Schedules A-C.
The cause of the condition, rather than whether the property is owner-occupied or rented, determines coverage.

21. Minor defects, adjustments and closure
Minor Defects, Settling Adjustment, Issue Closure Records and reopening of closed issues are governed by Schedule D.
A Minor Defect does not automatically prevent:
Practical Completion;
Handover;
warranty commencement;
the final payment becoming due.
A closed issue may be reconsidered where new evidence shows that:
the condition returned;
the condition materially changed;
the previous remedy failed;
a new material or functional problem developed.
Repeated dissatisfaction or preference changes without new defect evidence do not automatically reopen an issue.

22. Outstanding accounts
The warranty period begins on the recorded Handover Date even where an amount remains outstanding.
The Project Record may display:
Active - Account Outstanding
ARK will continue to:
receive the Service Request;
review information;
assess the likely cause;
identify urgent, safety-related or legally required action.
To the extent permitted by the Accepted Project Documents and applicable law, ARK may defer non- urgent services supplied solely as additional written-warranty benefits while an undisputed overdue amount remains unpaid.
This does not remove or reduce a right that cannot lawfully be excluded.
Publicly available records must not disclose the amount owed.

23. Warranty Transfer
An eligible ARK record may continue with a new authorised owner for the remaining recorded warranty period. The transfer changes the eligible warranty holder, authorised access and transfer history; the ARKCode remains unchanged and the warranty does not restart or extend.
The warranty does not restart or extend.
Standard administrative transfer is provided without a transfer fee.
Additional inspection or investigation costs may apply where:
records are incomplete;
unauthorised alterations are present;
site inspection is required;
additional technical assessment is necessary.
Detailed transfer requirements are contained in Schedule D and the Warranty Transfer service information.

24. Digital Warranty, ARKCode and myARK
The Digital Warranty is the warranty information recorded within the relevant Project Record identified by its ARKCode.
The Project Record may show:
applicable Policy version;
Handover Date;
warranty start and end dates;
component coverage;
warranty status;
transfer status;
Service Requests;
assessment and closure records.
myARK is the authorised project space through which released project information and support functions may be accessed.
My Documents is the authorised location where project-specific documents may be stored and viewed.
The availability of an ARKCode does not make private project documents public.

25. Privacy and authorised access
Access to the Project Record, myARK and My Documents is subject to:
authorised-user status;
reasonable identity verification;
the Privacy Policy;
Warranty Transfer checks;
applicable law.
ARK may retain relevant warranty, inspection, service and transfer records to support future assessment
and administration.

26. Disagreement and escalation
If the customer disagrees with an assessment, the customer should identify:
the disputed finding;
supporting or contrary evidence;
the remedy sought;
any relevant independent report.
The matter may proceed through:
further review;
agreed independent assessment;
negotiation;
mediation;
Construction Contracts Act adjudication where applicable;
the Disputes Tribunal;
another available legal process.
Nothing in this Policy prevents either party from exercising an available legal right.

27. Policy status and review
This Policy and its Schedules must be reviewed for consistency with:
the ARK Standard Kitchen Project Terms;
Payment & Cancellation Policy;
Variations & Change Control Policy;
Kitchen Installation Policy;
Handover & Completion Policy;
Service & Assessment process;
Warranty Transfer process;
Website & Digital Services Terms;
Privacy Policy;
New Zealand law.