Support
Warranty support
A clear process for warranty support in South Africa, written for decor teams who already work with site realities.
How warranty support works on an actual project week
Use the warranty desk for faults tied to supplied wall art, materials, or installation-related defects. Include clear photos, the site details, and the original job information so the warranty claim can be checked properly.
Before logging a warranty issue, note the wall type, room conditions, and where the failure appears on the installed piece. South African sites vary widely, from humid Durban apartments to dry Johannesburg offices, and that changes how adhesives, laminates, frames, and printed surfaces perform. Include whether the item was fitted near steam, direct sun, air-conditioning outlets, or a newly painted wall.
Take the first defect photos before anything is removed or cleaned. A close image of lifting edges, bubbling film, scratched acrylic, colour shift, or frame separation helps link the fault to material behaviour rather than later handling on site. Keep one image wide enough to show the full wall-art position in the room.
Warranty record essentials
This desk works best when the claim arrives with the job reference, install date, product type, and clear defect notes. Add measurements of the affected section if only part of the wall art has failed. Good records make it easier to compare the issue against the approved finish, substrate, and installation method.
Check the supplied item against the original order before you escalate the case. Compare the site fault with related material guidance, then write in through the contact form with the project details and room conditions noted clearly. If packaging damage was visible on delivery, say which corners, labels or wrapped pieces were affected.
- Installed product matched to original job
- Defect photos taken before removal
- Site conditions logged with claim
Site conditions that affect claims
Claims from Gauteng, KZN, and the Western Cape should state whether the room is coastal, inland, air-conditioned, or exposed to strong afternoon sun. Retail sites, guest spaces, boardrooms, and passages each put different wear on wall finishes and mounted prints. If the artwork was installed during other trades on site, mention dust, paint work, or recent moisture in the area.
Salt air can affect metal components and some edge details near the coast. Inland heat and dust can influence cleaning marks, surface abrasion, and how certain films sit over time. Load-shedding and generator use may also matter where lighting heat or delayed site access affected the installed piece.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
Details that support assessment
Send the warranty brief with product photos, installation date, room conditions, and the defect or failure recorded on site.
Submit the warranty note while the installation sequence and room conditions are still easy to verify. Include the original job information, photos of the defect, and any maintenance or cleaning done after fitting. Where available, attach the installer record or handover images used at completion.