Warranty Policy

Last updated: April 2026

1. The 50-year warranty explained

Pro Insulation Melbourne (ABN 93 679 585 810), trading as Pro Insulation, advertises a “50-year warranty” on every job. That headline is a combined position made up of two distinct cover periods, each with its own terms. The combined cover applies only where both components remain valid and in force.

• Product warranty (up to 50 years): provided by the insulation manufacturer, subject to their published warranty terms in force at the time of manufacture. Pro Insulation is not the warrantor of the product itself and our liability for product performance is limited to passing through and assisting with any manufacturer claim. Manufacturer exclusions, registration requirements, and claim procedures apply in full.
• Installation warranty (2 years): Pro Insulation warrants its own installation work for a period of two (2) years from the date shown on your completion report. This is our standard installation cover and is the only period during which Pro Insulation will rectify installation defects at our cost. After this period, remedies are limited to those required by the Australian Consumer Law.

2. What the 2-year installation warranty covers

• Settling, compression, dislodgement or slumping caused by installation technique
• Gaps, missed areas, or uneven coverage attributable to our installation
• Failure to achieve the R-value specified in your written quote due to installation
• Damage to your property directly caused by our installation team during the visit
• Installed materials not matching the specification stated in your quote

3. Exclusions

The 50-year warranty, the 2-year installation warranty, and any manufacturer product warranty each exclude, without limitation, all loss or damage arising from:

• Third-party acts. Where any defect, damage, displacement, or performance loss is found - on reasonable inspection by us or our nominated assessor - to have been caused, contributed to, or aggravated by any person other than Pro Insulation staff (including other trades, prior occupants, roof plumbers, electricians, solar installers, pest controllers, builders, and subsequent owners), Pro Insulation accepts no liability and the warranty is void as to the affected area.
• Entry into the roof cavity, underfloor area, or wall cavities by any party after installation
• Building work, renovations, modifications, additions or services upgrades carried out after installation
• Pests, rodents, vermin, insects, or biological contamination of any kind
• Water ingress, roof leaks, plumbing failure, flooding, condensation caused by building envelope issues not raised with us in writing before install, storm damage or any act of God
• Pre-existing structural, electrical, plumbing, drainage, ventilation or moisture defects, whether disclosed or not
• Fire, smoke, heat exposure above product rating, or damage from nearby heat sources installed after our visit
• Demolition or substantial alteration of the property
• Cosmetic issues that do not measurably affect insulation performance
• Consequential, indirect, or special losses including energy-bill impact, loss of amenity, business interruption or discomfort

4. Cooling-off period

You are entitled to the standard statutory cooling-off period that applies to your agreement under Victorian consumer law. You may cancel in writing within this period without penalty other than reasonable costs for any materials ordered specifically for your job or work already performed at your request. During this period, if any installation defect is identified, Pro Insulation will attend and rectify the defect at our cost where the issue is attributable to our workmanship and not excluded under clause 3.

5. R-value commitment

We commit that the insulation installed by Pro Insulation will achieve the R-value specified in your written quote, measured in accordance with AS/NZS 4859.1. If an independent assessment shows the installed R-value is below specification due solely to our installation, we will either rectify the affected area at no cost or, at our election, refund the installation fee for that area. This commitment does not extend to reductions in effective R-value caused by any matter listed in clause 3.

6. How to make a claim

1. Contact us on 1800 960 650 or email warranty@proinsulation.com.au
2. Provide your name, installation address, completion report reference (if known), and a written description of the issue with photos where possible
3. Provide reasonable access for our inspection within business hours

We will respond within 5 business days of a properly submitted claim. You agree that we may inspect the installation before approving any claim and that the inspection result, acting reasonably, governs whether the claim is covered. If we determine the issue is excluded under clause 3 - including any third-party cause - no liability attaches to Pro Insulation and you are responsible for any inspection and reinstatement cost.

7. Limitation of liability

To the maximum extent permitted by law, our aggregate liability under this warranty is limited, at our sole election, to (a) re-performing the affected installation work, or (b) refunding the fee paid for the affected work. We are not liable for any consequential, indirect, incidental, or special loss of any kind, including energy costs, discomfort, loss of rent, loss of amenity, or loss of business.

8. Transferability

The 2-year installation warranty is attached to the property and transfers to a subsequent owner for the unexpired balance of the period. Manufacturer product warranties transfer only in accordance with the manufacturer's own terms. Transfer does not extend or reset any period.

9. Documentation

Your completion report, together with photographic evidence we take at the time of installation, is the definitive record of what was installed and where. In the absence of contrary evidence, our records prevail in any dispute.

10. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer right or guarantee under the Australian Consumer Law that cannot lawfully be excluded. Where any clause would otherwise conflict with those rights, it is read down to the extent necessary to comply.

11. Contact

For warranty enquiries:
Email: warranty@proinsulation.com.au
Phone: 1800 960 650