Warranty and Return Policy for The Water Filter Factory's Online Store
We take pride in the quality and performance of our water filters and industrial water filtration components. This warranty and return policy outlines our commitment to your satisfaction.
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. It does not cover normal wear and tear, damage caused by misuse, neglect, improper installation, improper maintenance, or modification of the product.
What is Not Covered: The warranty does not cover the following:
1. Consumable items like filters and membranes
2. Damage caused by chemicals not approved for use with the product
3. Damage caused by excessive water pressure or flow rates
4. Damage caused by 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 unauthorized personnel
7. Products used outside of their intended purpose or application
8. Damage by freezing or UV exposure
Returns:
· Return Policy: You may return any unused and undamaged product within 14 days of purchase for a full refund. All returned products must be in their original packaging, with all accessories and documentation.
· Restocking Fee: An 8% restocking fee will be applied to returned products after 14 days of purchase, but within 60 days. No returns will be accepted after 60 days.
· Defective Products: If your product is defective, please contact us immediately and we will arrange for a replacement or repair. Defective products will be repaired or replaced at our discretion.
Exceptions:
· Industrial Components: Due to the specialized nature of industrial water filtration components, all sales are final and non-returnable. Please contact us for warranty repairs or replacements.
· Products Requiring Installation: Products requiring professional installation must be installed by a qualified technician to be eligible for warranty coverage. Damage caused by improper installation will not be covered under warranty.
Claims Procedure:
· To make a warranty claim or return a product, please contact us at sales@definitivewater.co.za.
· You will need to provide proof of purchase and a description of the problem - this may require you to include photos or a video of the problem as described. We reserve the right to refuse a return or replacement if the customer is not able to provide a clear description (including photo or video) of the problem.
· We will process your claim or return request within no more than 10 business days.
Limitation of Liability:
The sole remedy under this warranty and return policy shall be 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.
This warranty and return policy is subject to change without notice.
