Confidence in Every Purchase

We take pride in the quality and performance of our water filters and industrial water filtration components. This policy outlines our warranty terms, return process, and exceptions to ensure clarity for our customers.

1. General Warranty

Warranty Period
All Definitive Water Technologies products are covered by a 12-month limited warranty against defects in materials and workmanship. The warranty period begins on the date of purchase.

What is Covered
The warranty covers defects in materials and workmanship under normal, intended use.

What is Not Covered
The warranty does not cover:

1. Consumable items such as filters, membranes, and other single-use components.

2. Damage caused by chemicals not approved for use with the product.

3. Damage caused by excessive water pressure or flow rates.

4. Damage from power surges, exposure of electronics to water, or other external electrical problems.

5. Damage caused by improper or insufficient maintenance.

6. Products that have been modified or repaired by unauthorised personnel.

7. Products used outside of their intended purpose or application.

8. Damage from freezing or UV exposure.

   
   

2. Returns

Standard Stock Returns

• You may return any unused, undamaged product within 14 days of purchase for a full refund.

• Returned products must be in their original packaging with all accessories and documentation included.

Returns After 14 Days

• Eligible standard stock items returned between 15 and 60 days from purchase will incur an 8% restocking fee.

• No returns are accepted after 60 days.

Defective Products

• If you believe your product is defective within the warranty period, contact us immediately.

• We will arrange repair or replacement at our discretion after assessment.

Shipping Costs

• Shipping costs are non-refundable.

• Customers are responsible for return shipping unless otherwise agreed.

  
  

3. Exceptions

Industrial Components
Due to the specialised nature of industrial water filtration components, all sales are final and non-returnable. Please contact us for warranty repairs or replacements.

Custom Assembled Products
Products that have been custom assembled to your specifications are non-returnable. This includes, but is not limited to, systems built using specific fittings, pipes, housings, filters, or other components requested by the customer.
In many cases, these components will have been removed from packaging, modified (e.g., pipes cut to length), or otherwise altered during assembly, making them unsuitable for resale. Please ensure all requirements are correct before placing an order for any custom build.

Products Requiring Installation
Items requiring professional installation must be installed by a qualified technician to be eligible for warranty coverage. Damage caused by improper installation is not covered.

4. Claims Procedure

To make a warranty claim or return:

1. Contact us at sales@definitivewater.co.za.

2. Provide proof of purchase and a clear description of the issue.

3. Include supporting photos or videos where applicable.

4. We may refuse a return or replacement if insufficient evidence is provided.

5. We will process claims or return requests within 10 business days.

   
   

5. Limitation of Liability

The sole remedy under this warranty and return policy is the repair or replacement of the defective product.
Definitive Water Technologies is not liable for any incidental, consequential, or indirect damages arising from the use of our products.

Note: This policy is subject to change without prior notice.